Return, Exchange & Refund Policy

Due to the nature of the products and services purchasable through our platform, applicable fees and charges are generally non-refundable in whole or in part; therefore, we apply a No Return or Exchange Policy. However, Ovasave offers refunds only in specific situations outlined below.

Teleconsultation Appointments: If a user cancels a scheduled teleconsultation appointment at least 24 hours in advance, a full refund may be issued. If the cancellation occurs less than 24 hours prior to the scheduled time, no refund or rescheduling will be possible. Conditions outlined in the Telehealth Consent also apply.

At-home Testing Kits: If a user does not receive the at-home test they ordered, Ovasave will send a new one upon receiving and validating the claim. In the event that your test is rejected due to improper sample collection, no refund will be issued. You may be offered the option to book a nurse visit at an additional cost to ensure proper collection. In other markets where a nurse visit is not possible, you may reorder the kit for a fee of 80 AED/SAR and must follow the provided instructions carefully to ensure a successful collection.

Exceptions: The only exception for a refund is in the case of a defect in the product or service provided. This includes test kits that are faulty upon delivery or if an affiliated health provider is unable to deliver the purchased service and no equivalent substitute can be offered.