The Egyptian Consumer Protection Law shall be applied in relation to any exchange or return of Suppliers Products ordered by the User through the Website. Moreover, the terms of exchange and return of the Suppliers shall prevail over those of SOUQ ALMEDICAL as long as they comply with the applicable laws.

each supplier may has his own Exchange policy and the user must accept it to such exchange and return policy as long as this policy is not violating the Consumer Protection Law, without any responsibility on SOUQ ALMIDICAL.

You can initiate a return within 14 days and up to 30 days for defective products after your order has been delivered.

When returning an item, ensure all seals, tags and accessories are left intact and item is in its original packaging. Otherwise, your return will be invalid.

Noting that items are not returnable under “Change in mind reason” and if it is not sealed and in its original packaging.

Find below the table showing what you can return.

When can I return?

Change my mind Wrong item Defective Damage/Broken Fake/Unauthentic Wrong size
No Yes Yes Yes Yes Yes


Frequently asked questions

1- How do I return an item?
You can call Customer Service at 01006666050
Or by following the next steps:
1-Sign in to your account and Select My orders.
2-Select the Order that has the product you would like to return
3-Select the product and the return reason for the product, please make sure you select the most relevant reason
4-After submitting the return, you will be asked to select the refund method.
5-Review the return details and submit.

2- How much time do I have to return a product to SOUQ ALMEDICAL?
All items sold on SOUQ ALMEDICAL, under certain conditions, can be returned within a period of 14 days and up to 30 days for defective products from delivery date.
Example: If you received your product on Monday 5th, you have until Sunday the 5th of the next month to submit a return request.

Note: We accept returns up to 30 days for defective products from the delivery date. If you face this situation, after the 30 days we advise you to contact the manufacturer if the product has a warranty.

3- Can I return my order with any condition?
No, you have to return your order with the same condition you received it with, and in case you received a damaged order please add it to the return reason.

4- How to send my order to SOUQ ALMEDICAL?
After your return request is accepted, you can request pick-up from home (With fees) or you can visit our showroom at New Nozha, Street Ezz El-Deen Mohamed Ateya, Building 7.

5- I have requested for returns pick-up from my home; how long will it take?
After you submit your request, we will arrange a pick up at your doorstep. To know more about the return timelines, please check our return page.

6- I initiated a return and requested for pickup at my home, but no one came & it has been a while, what should I do?
We apologize for this. Please contact us to solve your issue.

7- If my refund gets validated, how and when will I get reimbursed?
After receiving the returned item/s our team will check it to validate its quality and item is in its original packing. This process can take up to 8 days after the date that we received the returned item/s.
After checking process, we will send an E-mail.
SOUQ ALMEDICAL offers you the following refund methods as shown in the table below.

Payment methods Refund methods Refund timeline
Cash Refund voucher 24 Hours.
Refund Voucher Refund Voucher 24 Hours.
Credit Card Credit card refund 7 to 14 Working Days


Note: Refund methods availability is based on the payment method used to pay for the order being returned, in case of requesting refund voucher we will not be able to change the refund method later to bank refund.

For a faster refund, you can always request SOUQ ALMEDICAL Refund Voucher if you wish to purchase more items. This option is indicated along with other refund methods available to choose from when requesting a return online; or during your call with our Customer Service team.

8- How do I track my return status?
We will keep you updated by email and SMS about the status of your return. If any question please do not hesitate to call our customer service.

9- Do I have to return all products in my order?
No, you do not have to return your entire order. You can return certain product(s).

10- Do I have to return the gift when I return a product?
Yes, any free gift must be also be returned.

11- Do I have to pay for shipping charges when I return a product?
Yes, you will charge for shipping a product back to SOUQ ALMEDICAL.
But if you visit us on (Show room location) you won’t be charged.

12- Why was my item redelivered to me instead of a refund?
If your return is invalid then we will send the item(s) back to you. We will arrange the delivery of the item. Note that we will make two (2) attempts to return the product to you at no cost. However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to ninety (90) days awaiting your collection.

If you do not collect the product within these ninety (90) days it will be deemed as forfeited.

13- How do I use my voucher?
If you requested SOUQ ALMEDICAL Refund Voucher, you should receive a voucher code via email.
Enter this voucher code in the voucher code box and click add voucher during checkout at payment step. A corresponding deduction will be applied to your total amount.

14- I have bought an item on promotion or with a voucher.
What amount will you refund me?
For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.
For example: If you purchased an item on sale for EGP 20 and its original value was EGP 40, we will refund you EGP 20, which is the amount you paid.

15-  Do I also get refunded the shipping charge when returning a product?
No, the refunded amount will not include the shipping amount you were charged.
You will receive only product’s amount only.