Refund policy

At PMR Safety, customer satisfaction is important to us. This Return & Refund Policy explains the terms under which products purchased from our website can be returned, exchanged, or refunded, in line with ecommerce best practices in the UAE and hygiene standards for Personal Protective Equipment (PPE).

1. Eligibility for Returns

You may request a return or exchange within 7 days from the date of delivery, provided that:

  • The product is unused, unworn, and unwashed.

  • The item is in its original condition and packaging.

  • All tags, labels, and accessories are intact.

  • The product has not been customized, branded, or specially ordered.

For hygiene and safety reasons, certain PPE items such as masks, respirators, innerwear, disposable products, and used safety gear are not eligible for return unless defective or incorrectly supplied.

2. Non-Returnable Items

The following items cannot be returned or refunded unless damaged or incorrect:

  • Used or worn PPE products

  • Disposable masks, gloves, and filters

  • Customized or branded items

  • Clearance or sale items (if marked non-returnable)

  • Bulk corporate orders (unless agreed in writing)

3. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please notify us within 48 hours of delivery with clear photos or videos. Once verified, PMR Safety will arrange a replacement or refund at no extra cost.

4. How to Initiate a Return

To request a return:

  1. Contact us at 02 445 8811 

  2. Share your order number and reason for return.

  3. Our team will issue a Return Authorization (RMA) and return instructions.

  4. Securely pack the product and ship it to the provided address.

  5. Share the tracking details with our support team.

Returns without authorization may not be accepted.

5. Return Shipping

  • Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.

  • We recommend using a trackable courier service.

  • PMR Safety is not responsible for items lost during return shipment.

6. Order Cancellation

  • Orders may be cancelled before dispatch for a full refund.

  • Once an order has been shipped, it will be treated as a return.

  • Same-day dispatch orders may not be cancellable once processing begins.

7. Refund Process

After we receive and inspect the returned item:

  • Approved refunds will be processed within 5–7 business days.

  • Refunds will be issued to the original payment method.

  • For bank transfers, customers must provide valid account details.

  • Shipping charges are non-refundable unless PMR Safety made an error.

Please note that banks and payment providers may take additional time to reflect the amount in your account.

8. Exchanges

If you prefer an exchange instead of a refund, we will dispatch the replacement once the returned item is received and approved.

9. Bulk & B2B Orders

For bulk, corporate, or contract orders, return and refund terms may differ and will be agreed upon at the time of purchase or quotation.

10. Right to Refuse Returns

PMR Safety reserves the right to refuse returns that:

  • Do not meet the conditions stated above

  • Are damaged due to misuse

  • Are returned without authorization

  • Show signs of wear or contamination

11. Contact Us

For any questions related to returns or refunds, please contact: 

PMR Safety
Phone: 02 445 8811
Email: ursafety@eim.ae 
Address: Zone 1E22E22 - W15 01 - Abu Dhabi