Exchange and Returns Policy

Leader of medical devices & Medical Supplies in Egypt

We have a wide local sales network from the main office and two showrooms in Cairo, and a showroom in each of Alexandria and Mansoura, to more than 30 authorized distributors throughout Egypt.

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Returns or Replacement / Cancellation Policy

Exchange and Returns Policy

1. Your right to exchange or return

You may exchange or return any product within 14 days of receiving it, even if it is intact but does not suit you, subject to the conditions in section 3. If the product arrives defective or different from your order, we replace it or refund it in full. After 14 days, defects are handled under the Ali Ben Ali warranty at our maintenance centre; the warranty period is stated on each device page.

2. How to request it

Please have your order or invoice number ready.

3. Conditions

The pickup agent checks that the product meets all of these:

  • It is the same item: name, model, brand and serial number.
  • It is complete: all box contents, such as cables, the charger or adapter, sensors, the manual, the warranty card and any gifts.
  • It is unused and clean, with any quality or warranty seals intact.
  • It is undamaged.
  • It is in its original, undamaged packaging.

If a condition is not met, the agent may decline the pickup and we will tell you why.

4. Non-returnable items (hygiene and patient safety)

  • Sterile products.
  • Personal items that contact the patient, once their pack is opened: masks, tubing, humidifier chambers, and single-use sensors or electrodes.
  • Consumables, once opened.

The only exception is a manufacturing defect visible on delivery.

5. Shipping for exchanges and returns

If the product arrived defective or different from your order, we pay all shipping. Otherwise, return shipping is paid by the customer unless a free-shipping offer applies. You can also bring the item to any branch instead. Pickup from an address other than the delivery address is possible only where pickup service covers it.

6. Cancellation

If your order has not shipped yet, cancel on the website, by hotline or on WhatsApp. After shipping, a cancellation is handled as a return under the conditions above.

7. Refunds

Refunds go back by the original payment method within 15 days of our receiving the returned item.

  • Card payments: the refund goes back to the card. Banks sometimes take longer.
  • Cash on delivery: by bank transfer, or in cash at any branch in Cairo, Alexandria or Mansoura with the original receipt.

Shipping fees are not refunded unless the return is due to a defect or a wrong item.

Shipping and delivery

  • We deliver and install in 27 governorates within Egypt. We do not ship outside Egypt at present.
  • Shipping is paid by the customer, except under free-shipping offers. The fee is set after you order and agreed with you by phone or WhatsApp before dispatch.
  • All orders are subject to availability. Unavailable items ship when back in stock, possibly in separate shipments.
  • Delivery times vary with location, shipping method and the number of items.