1.1 UAE-Wide Delivery

The Company provides delivery services across all seven (7) Emirates of the United Arab Emirates, including Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain.

1.2 Remote & Restricted Areas

Delivery to remote or rural areas, gated communities, industrial zones, or free zones may be subject to extended timelines or additional delivery charges. Customers in such locations are encouraged to contact us before placing their order to confirm availability and timelines.

1.3 International Shipping

The Company does not offer standard international shipping outside of the UAE. For GCC countries (Saudi Arabia, Kuwait, Qatar, Oman, Bahrain), we handle requests as custom special orders managed personally by our team. Please contact us directly to discuss arrangements, documentation, and timelines before placing any international order.

2.1 Standard Delivery — All UAE Emirates

Standard delivery covers all seven UAE Emirates with an estimated timeframe of up to 72 hours. There is no cut-off time for standard delivery — orders can be placed at any time.

2.2 Express Delivery — Dubai City Areas

Express Delivery within Dubai is available for orders placed and confirmed before 3:00 PM on the same business day, with an estimated delivery timeframe of 4 to 24 hours. Orders received after 3:00 PM will be processed and dispatched on the following business day.

2.3 Express Delivery — Other Emirates

For Express Delivery to Abu Dhabi, Sharjah, Ajman, and other Emirates outside Dubai, delivery timeframes are variable depending on location and product availability. Please contact us via WhatsApp on +971 56 593 5931 or email at info@cpapmedtrade.com before placing your order to confirm the applicable timeframe and any additional delivery charges.

2.4 Remote & Rural Zones

Delivery to remote and rural zones — including areas beyond standard courier coverage in Ras Al Khaimah, Fujairah, Umm Al Quwain, and remote parts of other Emirates — may require more than 72 hours. Timeframes for these zones will be confirmed individually with the Customer at the time of order.

2.5 Delivery Timeframes Are Estimates

All delivery timeframes are estimates only and are subject to factors outside the Company's direct control, including courier availability, traffic conditions, public holidays, and adverse weather. The Company shall not be held liable for delays arising from such factors.

3.1 Business Days

Orders are processed on business days (Monday through Saturday), excluding UAE public holidays. Orders received after business hours or on public holidays will be processed on the next available working day.

3.2 Payment Verification

An order is considered confirmed only upon receipt of full payment or such deposit as may be agreed in writing by the Company. Processing will not commence until payment has been verified.

3.3 Order Acknowledgement

Upon confirmation, the Customer will receive an order acknowledgement via email or WhatsApp (depending on the contact method provided) including order details and an estimated delivery window.

3.4 Sunday Orders

Express delivery orders placed on a Sunday will be processed on the next working day. Customers requiring Sunday delivery should contact us directly to discuss availability.

3.5 Out-of-Stock Items

Product availability is subject to stock levels at the time of order. In the unlikely event that an ordered item is out of stock, the Company will notify the Customer promptly and offer one of the following:

• An estimated restock date and revised delivery timeline
• A suitable alternative product
• A full refund

4.1 Charges & Communication

Delivery charges, where applicable, will be clearly communicated to the Customer at the time of checkout or order placement. Charges vary depending on the delivery tier (standard or express), the destination emirate, and the size or weight of the order.

4.2 Free Delivery

Free delivery may be offered on orders meeting a minimum order value threshold, as displayed on the Website at the time of purchase. Promotional free delivery offers are subject to change without notice.

4.3 Oversized & Bulky Items

For bulky or heavy equipment items, an additional handling or oversized delivery fee may apply. This will be communicated to the Customer before the order is confirmed.

4.4 Non-Refundable Charges

Any delivery charges paid are non-refundable once the delivery has been dispatched, except in cases where the Company is at fault for a failed or incorrect delivery.

5.1 Transfer of Risk

Title to and risk of loss or damage to the Equipment shall pass to the Customer upon successful delivery to the nominated delivery address, or upon collection from our showroom, whichever occurs first.

5.2 Post-Delivery Liability

The Company shall not be liable for any loss, theft, or damage occurring to the Equipment after delivery has been completed and confirmed.

5.3 Showroom Collections

For in-store collections, the Customer or their authorised representative must present valid identification and a copy of the order confirmation. Risk passes at the point of collection.

6.1 Inspection on Delivery

The Customer or their authorised representative is required to inspect all Equipment upon delivery before signing any delivery acknowledgement. By signing the delivery receipt, the Customer confirms that the package was received in good condition and in the correct quantity.

6.2 Damaged Packaging

If the delivery packaging appears damaged, tampered with, or opened upon arrival, the Customer should note this on the delivery receipt before signing and contact the Company immediately.

6.3 Reporting Window — 24 Hours

Any damage to Equipment, incorrect items, or quantity discrepancies must be reported to the Company in writing within twenty-four (24) hours of delivery. Reports submitted after this period may not be considered. Please email info@cpapmedtrade.com with photographic evidence and your order number.

6.4 Resolution

The Company will investigate all reported delivery issues promptly and, where the Company or its courier partner is found to be at fault, will arrange for replacement, re-delivery, or other appropriate remedy at the Company's discretion.

7.1 Delivery Attempts

Our delivery partners will attempt to deliver to the address provided at the time of order. If no one is available to receive the delivery, the courier will attempt to contact the Customer via the phone number provided.

7.2 Re-Delivery

If a delivery attempt is unsuccessful, the Customer will be notified and a re-delivery will be arranged. The Company reserves the right to charge an additional fee for repeat delivery attempts caused by the Customer's unavailability or failure to provide accurate delivery information.

7.3 Customer Responsibility for Address Accuracy

The Customer is responsible for providing a complete, accurate, and accessible delivery address at the time of order. The Company shall not be liable for delays or failed deliveries resulting from incomplete, incorrect, or inaccessible delivery addresses provided by the Customer.

7.4 Returned Orders

If an order is returned to the Company due to failed delivery attempts, the Customer will be contacted to arrange re-delivery. Re-delivery charges may apply.

8.1 Factors Affecting Delivery

Whilst the Company endeavours to meet all stated delivery timelines, estimated delivery windows are not guaranteed. Factors that may affect delivery timelines include but are not limited to:

• High order volumes during peak seasons or promotional periods
• Traffic congestion or road conditions within the UAE
• UAE public holidays or government-declared closures
• Courier or logistics partner delays
• Weather-related disruptions or natural events
• Payment verification delays
• Product availability constraints

8.2 Limitation of Liability

The Company shall not be held liable for any loss, inconvenience, or consequential damages arising from delays in delivery that are beyond the Company's reasonable control, including Force Majeure events as defined in our Terms and Conditions.

8.3 Customer Notification

In the event of a significant or prolonged delay, the Company will proactively notify the Customer and provide a revised estimated delivery window.

9.1 Packaging Standards

CPAP machines, BiPAP devices, and related sleep therapy equipment are sensitive medical devices. All orders are carefully packaged to manufacturer standards to ensure the Equipment arrives in optimal condition.

9.2 Customer Handling

Customers are advised not to attempt to open, modify, or operate the Equipment prior to reading the manufacturer's instruction manual. The Company is not responsible for damage resulting from improper unpacking or handling by the Customer.

9.3 Setup Assistance

Where a device requires initial setup, configuration, or pressure calibration as prescribed by a healthcare professional, our team is available to assist. Please contact us via WhatsApp on +971 56 593 5931 or email info@cpapmedtrade.com to arrange a setup consultation.

10.1 Pre-Dispatch Cancellations

Customers wishing to cancel an order must contact the Company as soon as possible via phone, WhatsApp, or email. If the order has not yet been dispatched, cancellation will be accepted and a full refund of the product price will be processed within five (5) to ten (10) business days to the original payment method.

10.2 Post-Dispatch Orders

Once an order has been dispatched, it can no longer be cancelled. Please refer to our Refund and Returns Policy for further information on post-delivery options.

10.3 Special & Custom Orders

For custom or special-order items, cancellations may not be accepted after the order has been confirmed and placed with the manufacturer or supplier. This will be communicated to the Customer at the time of order.