AL ANWAR MEDICAL EQUIPMENT TRADING CO. LLC

Website: https://alanwarmedical.com
Effective date: 01.11.2026

These Terms explain how you may use our website and buy products from AL ANWAR online. Please read them before placing an order and keep a copy with your order confirmation. Nothing in these Terms removes any right or remedy that cannot lawfully be excluded under UAE law.

1 Who we are

“AL ANWAR”, “we”, “us” and “our” mean AL ANWAR MEDICAL EQUIPMENT TRADING CO. LLC, the seller of products purchased directly through this website. “You” means the website user or purchaser.

Business address: Warehouse 68, Al Habtoor Warehouses, Al Qusais Industrial Area 3, Dubai, United Arab Emirates.
Trade license number: 631247. Issuing authority: DUBAI ECONOMY AND TOURISM                             VAT registration number: 100387374000003
Customer service: [email protected] | +971 4 294 6270.

These Terms cover direct online purchases for delivery within the UAE. Any international delivery must be separately agreed in writing, including destination, charges and import responsibilities. Mandatory rights applicable to that transaction remain unaffected.

2 These Terms and your purchase

Your purchase is governed by these Terms, the product specifications and commitments shown when you order, the order details we accept, and our Returns Refunds and Exchanges Policy and Delivery Policy made available before checkout. Our Privacy Policy explains how we handle personal information.

Mandatory UAE law takes priority. An expressly agreed order-specific term takes priority over a general term to the extent permitted by law. No general disclaimer cancels an express product description, warranty or promise made at purchase. Where policies conflict, we will not use that conflict to reduce your mandatory rights or an agreed commitment.

Please review your items, quantities, sizes, delivery address, total price and applicable policies before submitting your order. By affirmatively accepting these Terms at checkout and placing an order, you agree to the purchase terms. Website access alone does not constitute consent to marketing or to all uses of your personal information.

3 Eligibility and account security

You must have legal capacity to enter into the transaction under applicable UAE law. If you do not, a parent, legal guardian or other legally authorised person must place the order. Anyone ordering for a company or another person must have authority to do so.

Provide accurate contact, billing and delivery information and keep your account credentials confidential. Tell us promptly if you suspect unauthorised access. You are responsible for transactions you authorise, but these Terms do not automatically make you responsible for every unauthorised transaction or for a security failure attributable to us.

4 Product information and safe use

We aim to provide accurate descriptions, prices, images, dimensions, size guides and availability. Check the selected model, size, compression level, load capacity, included accessories and compatibility before purchase. Contact us where a specification is unclear. Screen colours may vary slightly, but this does not excuse a material difference from the agreed description.

Product information and general guidance do not replace diagnosis, a prescription or an individual assessment by a qualified healthcare professional. Obtain appropriate clinical advice when selecting or using products that require it, including compression, rehabilitation, orthotic and specialised mobility products. No individual clinical outcome is guaranteed unless expressly stated as part of a lawful product commitment.

Follow the supplied instructions, warnings, fitting requirements, maintenance guidance and intended use. Do not exceed stated limits or make unsafe modifications. Where professional fitting, installation, training or a prescription is required, that requirement will be disclosed before purchase. Any separately charged service must be agreed before payment.

5 Prices payment and invoices

Prices and checkout totals are displayed in UAE dirhams (AED). Consumer prices include applicable UAE VAT. Delivery, assembly, installation and any other applicable charges will be identified before you confirm payment. Optional extras require your agreement.

Available payment methods and when payment is due are shown at checkout. Use only a payment method you are authorised to use. Reasonable payment verification may be required. We will not ask you to send a card PIN, password or one-time banking code to our staff.

If a third-party instalment or payment service is offered, its separately disclosed terms govern that service. They do not replace our obligations as the seller. Your bank may apply its own currency conversion or cross-border fees where relevant.

We will provide an electronic invoice containing the legally required information, including applicable VAT details. Prices may change for future purchases, but we will not increase the agreed price of an accepted order without your agreement.

6 Order acceptance and availability

Submitting an order is a request to buy. An automated acknowledgement confirms receipt, not acceptance, unless it expressly states otherwise. We accept your order when we send an express acceptance or dispatch confirmation. Payment authorisation or collection alone is not acceptance. We will communicate acceptance, rejection or any issue promptly.

Before acceptance, we may decline an order for a genuine reason such as unavailable stock, failed payment, suspected fraud, a legal restriction or a material listing error. We will explain the issue where lawful and release any payment authorisation or refund collected funds for items we cannot supply.

If we discover a material error, we will explain the correction and ask whether you wish to proceed before accepting a revised order. We will not automatically charge a higher amount or substitute a different product. After acceptance, we will honour the agreed contract unless a change or cancellation is agreed with you or permitted by applicable law.

7 Delivery and receipt

Delivery areas, charges and expected delivery periods will be shown before purchase or agreed in writing. Any agreed essential delivery date forms part of your order. For pre-orders or products not held in stock, we will disclose the expected lead time and any material uncertainty before taking the order.

Provide an accessible delivery address and a contact person authorised to receive the goods. Tell us about access restrictions relevant to bulky equipment. Any charge for special handling, a failed delivery attributable to incorrect customer information, or redelivery must be disclosed and agreed in advance and be lawful and reasonable.

We remain responsible for delivery arranged by us until the goods are physically received by you or your authorised recipient. Delivery to our courier is not delivery to you. A delivery signature confirms receipt and does not waive claims for concealed damage, defects or incorrect supply.

If delivery is delayed, we will explain the issue and proposed next steps. We will honour applicable cancellation and refund rights, including where delay means the goods are no longer useful to receive or delivery fails to meet the agreed contract. You are not required to accept an indefinite postponement.

8 Cancellations and customised orders

Contact us promptly to request cancellation. We will confirm the order status and whether dispatch, custom production or irreversible adaptation has begun. Any restriction on a discretionary cancellation must have been clearly disclosed before purchase and must comply with applicable law.

For genuinely custom-made, individually fitted or personalised products, we will confirm the agreed specifications, price, deposit, lead time and cancellation conditions before work begins. We will not treat an ordinary stock product ordered from a supplier as custom-made solely because it was specially sourced.

If we cannot supply an order, we will refund the amount paid for the unavailable goods and related unprovided delivery services unless you choose an alternative. Customisation, dispatch or deposit terms do not override remedies for a defect, incorrect supply, non-conformity or another legal entitlement.

9 Defective damaged or incorrect goods

Contact us if goods are damaged, defective, incomplete, unsafe, different from your order or materially different from their description. We will assess the issue and provide the repair, replacement, refund or other remedy required by UAE law, respecting your choice where the law gives you that choice.

Please report visible delivery damage, shortages or incorrect supply as soon as possible, preferably within 48 hours. This is a request to help investigation, not a deadline that removes statutory or warranty rights. Report a later-discovered fault promptly after discovery.

Provide an order number or other verifiable proof of purchase and a description of the issue. Photographs may help, but an unboxing video, original packaging and unused condition are not mandatory requirements for a valid statutory defect claim. Reasonable use before discovering a fault does not automatically invalidate a claim.

We will explain any inspection findings and arrange necessary collection or return instructions. We will not make a legal remedy dependent solely on manufacturer approval or impose unreasonable assessment delays. If a product may be unsafe or contaminated, stop using it and contact us for handling instructions before returning it.

10 Change of mind hygiene and size exchanges

For correctly supplied, non-defective goods, change-of-mind and customer-selected size requests are considered under our Returns Refunds and Exchanges Policy, unless a return right is required by law or was expressly promised before purchase. Contact us before returning an item.

For an approved discretionary return, goods must normally be unused, complete and resaleable, with packaging, tags, accessories and hygiene seals intact. Worn, washed, contaminated or unsealed hygiene-sensitive products, including compression garments, stockings and supports, are not normally eligible for discretionary return.

A size selected by the customer using accurate information is treated differently from an incorrect size supplied by us or inaccurate sizing information. Customisation and hygiene restrictions do not prevent valid defect, safety, incorrect-supply or misdescription claims. Sale and promotional products retain the same mandatory consumer protections.

11 Refunds and return charges

For a failure for which we are responsible, we will cover necessary return collection and replacement delivery. A refund will include the amount paid for the affected goods, applicable VAT and delivery charges attributable to those goods. We will not deduct restocking or payment processing fees from a refund legally due for such a failure.

For an agreed discretionary return, any lawful collection or exchange charge and the treatment of the original delivery charge must be disclosed and agreed consistently with the terms available at purchase. Refunds reflect the amount actually paid, including allocated discounts.

Card refunds will normally go to the original card. For other payments we will agree an appropriate refund method with the purchaser. Store credit will not replace a legally required refund without your agreement.

Refund processing follows the timeframes in our Returns Refunds and Exchanges Policy, subject to any shorter mandatory deadline and without unreasonable delay. We will provide refund confirmation and help trace a delayed credit. Bank processing time does not remove our responsibility to initiate and follow up the refund properly.

12 Warranties repairs and after sales support

Contact AL ANWAR directly for support on products purchased from us. Product-specific warranty periods, coverage and claim procedures will be disclosed before purchase and provided with the relevant documentation. Manufacturer warranties supplement, and do not replace, your rights against us under applicable law.

We will meet applicable repair, replacement, repeat-fault, spare-parts and temporary substitute-product obligations. We will explain the proposed repair and expected completion time. Chargeable work outside warranty requires your prior agreement to the scope and cost.

Damage established to result from misuse, accidental damage, unauthorised alteration or failure to follow supplied instructions is not normally covered by a defect remedy or manufacturer warranty. Normal wear is assessed against age, expected durability and stated specifications. Use or an unrelated modification alone does not cancel a valid manufacturing-defect claim.

If a safety recall affects your product, follow the notified safety instructions and contact us. We will assist with the applicable corrective action and any remedy required by law.

13 Promotions and discounts

Promotional eligibility, duration, exclusions, stock limits and any restriction on combining offers will be disclosed before purchase. Discounts apply to the specified products and quantities. A promotion does not remove statutory rights or warranty protection.

We may change future offers, but will honour promotional commitments attached to accepted orders. Any effect of a return on a bundle discount or free gift must follow clearly disclosed, lawful terms and must not impose a penalty for exercising a statutory remedy.

14 Privacy and communications

Our Privacy Policy explains the personal information we collect, its purposes, sharing, retention and your applicable rights. Information needed to process an order, arrange delivery, provide warranty support or meet a legal obligation will be handled under the applicable legal basis.

Accepting these Terms, submitting an enquiry or buying a product does not automatically enrol you in marketing. Promotional communications require any consent mandated by law, obtained separately, and you may withdraw that consent or opt out. Necessary order, safety and service messages may still be sent.

Do not include prescriptions, medical records or another person’s sensitive information in public reviews. If information about another person is necessary for an order, provide it only with the appropriate authority. Contact us before sending sensitive documents so that an appropriate submission method can be arranged.

15 Website use intellectual property and reviews

You may browse the website and save or print information for personal shopping and record-keeping. Our content and the trademarks, images and materials of our suppliers remain the property of their respective owners. Commercial copying, republication or use of trademarks requires the relevant permission unless otherwise permitted by law.

Do not misuse the website, impersonate another person, submit fraudulent orders, introduce malicious code, interfere with security, unlawfully collect personal data or infringe another person’s rights.

Reviews must reflect genuine experience and must not disclose confidential or sensitive information about others. If you submit a public review, you permit us to display it with your chosen public name and make limited formatting or moderation changes without changing its meaning. We will seek separate permission for wider promotional reuse where required. We may remove unlawful, fraudulent or privacy-infringing content; an honest negative review is not, by itself, a breach.

16 External services and website availability

External websites linked from our website operate under their own terms and privacy notices. Review them before using an external service. Where we appoint a courier, payment provider or other service provider to fulfil our own obligations, that appointment does not remove our responsibilities to you.

We take reasonable steps to maintain the website but cannot promise uninterrupted access. Maintenance, outages or account suspension do not cancel accepted orders, accrued refunds, warranty obligations or statutory rights. If online access is unavailable, contact customer service.

17 Responsibility and events outside our control

Each party remains responsible for its acts, omissions and obligations as determined under applicable UAE law. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including applicable liability for personal injury, defective or unsafe products, fraud, wilful misconduct, gross negligence or infringement of mandatory consumer rights. We do not impose a blanket purchase-price cap on those rights.

If an event outside our reasonable control prevents or delays performance, we will notify you, take reasonable steps to reduce its effects and explain available options. Any legal relief applies only to the extent allowed by UAE law. Such an event does not automatically entitle us to retain payment for goods or services not supplied or remove a cancellation or refund right.

18 Complaints governing law and disputes

Please contact [email protected] or +971 4 294 6270 with your order details and concern. We will investigate and explain our proposed resolution. Contacting us is encouraged but is not a condition preventing you from approaching an authority or seeking a legal remedy.

These Terms and direct online purchases are governed by the applicable federal laws of the United Arab Emirates and laws applicable in the Emirate of Dubai. Disputes may be brought before the competent courts in Dubai, without limiting any mandatory jurisdiction or right to approach another competent UAE court or authority.

You may refer a consumer complaint to the competent consumer protection authority, including Dubai’s Department of Economy and Tourism where applicable. These Terms do not require foreign arbitration or waive statutory compensation rights.

19 Changes and remaining provisions

We may update these Terms for future use and purchases by publishing a revised effective date. The version and agreed commitments applicable when your order was accepted continue to govern that order unless you agree to a lawful change or a mandatory legal change applies.

If a provision is invalid or unenforceable, mandatory law applies in its place and the remaining provisions continue where legally possible. A failure to enforce a term immediately does not by itself waive it. Nothing in these Terms excludes legally binding representations or allows us to interpret an ambiguity contrary to mandatory consumer protections.