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Last updated: 28 September 2026

Returns and exchanges policy

We respect your rights under the Egyptian Consumer Protection Law. Because our products are medical supplies, patient safety and hygiene come first, so this page explains what can and cannot be returned.

What can be returned

  • You can return or exchange a product within 14 days of receiving it, if it is in its original packaging, unopened and unused, with all its parts.
  • Defective, damaged or wrong items: we replace them or refund them in full and pay the shipping both ways.

What cannot be returned

For patient safety and hygiene, the following cannot be returned unless defective or not what you ordered:

  • Sterile or single-use products whose packaging was opened or whose seal was broken.
  • Any product that was used or whose condition changed after delivery.
  • Products made or prepared to the customer's specification (such as printing or special sizes).

How to request a return

  1. Submit a return request from "Returns (RMA)" in your account, or message us on WhatsApp with the order number, the reason and photos if possible.
  2. We review it and reply within 2 working days, and arrange pickup through the courier.
  3. Once the product arrives and is inspected, we confirm the return or exchange.

Return shipping cost

  • Defective or wrong items: we pay it in full.
  • Other cases (such as a change of mind): the customer pays the return shipping, deducted from the refund if not paid in advance.

Refunds

Refund methods and timing are explained in our refund policy.

Business and bulk orders

Orders placed on special quotes or on company credit follow the same terms unless agreed otherwise in writing in the quote.