Shipping Policy
Please be advised that the official business days in the SOUQ ALMEDICAL from Sunday to Thursday. Fridays, Saturdays, holidays, and public holidays its holidays for all employees of SOUQ ALMEDICAL and shipping companies.
Our first mission is to offer you the best online shopping experience, so we have made it easier for you to make your shipment easier because your convenience is our priority.
SOUQ ALMEDICAL mainly delivers your orders through a third party to ensure the timely shipping of your order.
The method of delivery at SOUQ ALMEDICAL is to deliver within two to seven days as a maximum, depending on your geographical area, giving you the option to choose the right time for you to deliver at any time during the day, week or even during the month.
In the case of urgent orders, please contact our customer service and we will do our best to help you.
We will ask for your signature on a copy of the invoice to confirm receipt of the goods. We will deliver the order to the registered address, and we consider the signature of anyone at the address as a receipt of the order.
If there is no one at the registered address to receive your order, we will ask you to contact our customer service to agree another delivery time. The company is not able to attempt delivery more than twice. The company is not responsible for any order exceeding 7 days of the first delivery attempt.
Refund Policy
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.
Cancellation / Return / Exchange Policy
Welcome to Souq Al-Medical LLC.
Tax ID (587-116-315)
These are the terms and conditions that govern the use of SOUQ ALMEDICAL and all its related sites and services. By using SOUQ ALMEDICAL Website, you agree to these terms and conditions. If you do not agree with these terms and conditions, please do not access or use the site.
The following Terms and Conditions shall apply to all Users in relation to SOUQ ALMEDICAL provided services through SOUQ ALMEDICAL website “the Website”. These Terms and Conditions come into force once you accept a service through the Website or through any other form of communications with SOUQ ALMEDICAL.
Please note that you should review and agree with our Privacy Policy [PP’s LINK] as it is an integral part of these terms and conditions.
The User agrees and accepts that the use of the Website and the Services provided by SOUQ ALMEDICAL is at the sole liability of the User, and further acknowledges that Pi disclaims all representations and warranties of any kind, whether expressed or implied.
Eligibility
In ensuring that Users are able to form legally binding contracts, eligibility to use the site is not granted to persons under the age of 18 years, or the age of legal majority in your jurisdiction, whichever is greater.
If you are registering as a business entity, you represent that you have the authority to bind that entity to Terms and Conditions and that you and the business entity will comply with all applicable laws and terms governing the use of the Website.
Accounts and Registration
Account registration requires you to submit to SOUQ ALMEDICAL certain personal information, including but not limited to your company name, address, commercial register, and mobile phone number, you agree to maintain true and accurate, complete, and up to date information in your Account. You are responsible for all activity that occurs under your Account, and as such, you agree to maintain the security of your Account username and password at all times, unless otherwise permitted by SOUQ ALMEDICAL in writing.
User accounts are not transferable. You agree to reimburse SOUQ ALMEDICAL for any improper, unauthorized or illegal use of your account by you or by any person obtaining access to the Website, services or otherwise by using your designated username and password, whether or not you authorized such access.
If SOUQ ALMEDICAL suspects, at its sole discretion, that any of the information you provided is untrue, inaccurate, incomplete, or not current, without prejudice to any other rights and remedies of SOUQ ALMEDICAL under these Terms and Conditions or under the Applicable Laws, We have the right to suspend, or limit your access to the Website and its Services.
SOUQ ALMEDICAL may (in its sole discretion and at any time), make any inquiries it considers necessary (whether directly or through a third party), and request that you provide a response with further information or documentation, including without limitation to verify your identity and/or ownership of your financial instruments. Without limiting the foregoing, if you are a business entity or registered on behalf of a business entity such information or documentation may include your trade license, other incorporation documents and/or documentation showing any person's authority to act on your behalf. You agree to provide any information and/or documentation to SOUQ ALMEDICAL upon such requests. You acknowledge and agree that if you do not, SOUQ ALMEDICAL without liability may limit, suspend or withdraw your access to the Website. We also reserve the right to cancel unconfirmed / unverified accounts or accounts that have been inactive for a long time.
By completing your registration, you acknowledge having read, understood and agreed to be bound by these Terms and Conditions, along with the Privacy Policy, as they may be amended from time to time, which are hereby incorporated and made an integral part hereof.
Electronic Communications
By creating an Account, you agree that you are communicating with us electronically. Therefore, you consent to receive periodic communications from us. SOUQ ALMEDICAL will communicate with you via e-mail or may send you information via text messages (SMS), as well as by posting notices on the Website as part of the normal business operation of your use of the Services. You acknowledge that opting out of any of the said means of communication may affect your use of the Services.
You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.
SOUQ ALMEDICAL will request your agreement during the registration process to send you promotional emails or notifications related to the Website and its services. If, at any time, you decide that you do not wish to receive promotional emails, you can opt out of receiving such promotional emails by clicking on the link at the bottom of any promotional email.
Copyrights and Trademarks
All content included on the Website, including but not limited to text, graphics, SOUQ ALMEDICAL logos, button icons, images, audio clips, digital downloads, data compilations and software, is the property and copyright work of SOUQ ALMEDICAL or its licensors and is protected by copyright, trademarks, patents or other intellectual property rights and laws. The compilation of the content on the Website is the exclusive property and copyright of SOUQ ALMEDICAL and is protected by copyright, trademarks, patents or other intellectual property rights and laws.
SOUQ ALMEDICAL and related logos are the trademarks of SOUQ ALMEDICAL. SOUQ ALMEDICAL 's trademarks may not be used in connection with any product or service that is not SOUQ ALMEDICAL nor in any manner that disparages or discredits SOUQ ALMEDICAL.
Use of the Website
Subject to the User`s compliance with these Terms and Conditions, SOUQ ALMEDICAL grants the User a limited, non-exclusive, non-sub licensable, revocable, non-transferrable license to:
- access and use the Services solely in connection with the provision of the Services;
- access and use any content, information and related materials that may be made available through the Services; and
Any rights not expressly granted herein are reserved by SOUQ ALMEDICAL and may be revoked at any time without notice to the customer.
The User shall not use any trademark or any intellectual property rights belonging to SOUQ ALMEDICAL from any portion of the Services, and shall not reproduce, modify, prepare, publicly, perform, transmit, stream, broadcast, or otherwise exploit the Services except as expressly permitted by SOUQ ALMEDICAL in writing, and shall not decompile, reverse engineer or disassemble the Services, and shall not link to mirror or frame any portion of the Services or launch any programs or scripts for the purpose of scraping, indexing, surveying or otherwise data mining any portion of the Services, or unduly burdening, or hindering the operation and/or functionality of any aspect of the Services or attempt to gain unauthorized access to or impair any aspect of the Services or its related systems or networks.
The User may not post in the product review section for the listed products, or anywhere else on the site (as determined at our sole discretion): solicitation, advertising, foul language, profanities, obscenities, culturally offensive material, religiously offensive material, critical political content, material that may threaten the public interest or national security, defamatory or libelous harassment, or other content that may be offensive or indecent.
Product Listings and Availability
The terms agreed to with our various Suppliers require them to ensure that the products offered are authentic, genuine, and free from defects. We make every effort to ensure that the products you receive through Us are indeed genuine and authentic.
The information contained in the Website is for general information purposes only. The information provided by SOUQ ALMEDICAL while we endeavor to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the Website or the information, Services, or related graphics contained on the Website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.
SOUQ ALMEDICAL will always try to offer you the best customer experience and an exceptional level of service. SOUQ ALMEDICAL is making every effort to ensure that the Supplier Products are available. However, SOUQ ALMEDICAL shall have no responsibility if any of the Supplier Products that in the Website are not available. If a product you ordered is not available, we will inform you as quickly as possible and offer you the opportunity to choose alternatives or refund the amount of such product(s) that were not available.
Product Warranties
Products sold through this website that do not bear the SOUQ ALMEDICAL brand name are serviced and supported exclusively by their manufacturers or local agents and by the Suppliers in accordance with the terms and conditions associated with each product. SOUQ ALMEDICAL does not provide any warranty of any kind for the products sold on the Website. Please contact the Suppliers for technical support and customer service related to their products.
Payments
SOUQ ALMEDICAL provides different payment methods on the Website, which include among others, the following:
- Cash on delivery; and
- Online payment through credit cards.
Please note that payment on delivery in any form will be limited to a certain amount
When payment is to be made at delivery, the User shall pay to SOUQ ALMEDICAL representative for the products in full before they are unloaded from the delivery vehicle.
SOUQ ALMEDICAL reserve the right to alter, change, modify, or provide any payment methods.
SOUQ ALMEDICAL provides the online payment services through Third-Party Providers. SOUQ ALMEDICAL shall not store any data related to credit cards. SOUQ ALMEDICAL shall have no responsibility to any error, damage or any matter similar that may arise to the User as a result of using the online payment, such shall be the responsibility of Third-Party Provider.
The User shall ensure sufficient coverage of the respective account that cover the orders and shall abide by the credit card transaction limits.
SOUQ ALMEDICAL shall not charge the Users any extra fees for making an online payment.
SOUQ ALMEDICAL may (in its sole discretion and at any time), make any inquiries it considers necessary (whether directly or through a third party), and request that you provide it with further information or documentation, including without limitation to verify your identity and/or ownership of your financial instruments. You agree to provide any information and/or documentation to SOUQ ALMEDICAL upon such requests. You acknowledge and agree that if you do not, SOUQ ALMEDICAL without liability may cancel the transaction, limit, suspend or withdraw your access to the Website and/or your membership of the Website.
Without any responsibility on SOUQ ALMEDICAL, if the Suppliers Products prices, which displayed on the Website, do not correspond to the actual price that is in the final receipt, in such case, the User will be notified with such and the User shall have the right to pay the actual price or cancel the order.
Delivery
Orders made through the Website shall be delivered to the user within the time indicated during the checkout process. The date of the actual delivery will be reconfirmed by telephone on the number provided by You at check out. You will also be asked to reconfirm or clarify the address for the delivery.
In case of any delay in the delivery process, the supplier shall notify the Users and arrange or inform you the new expected date for delivery.
In case of any damage to the product(s) during the process of delivery, and before received by the User the supplier will notify the User with such damage and deliver the same product(s) to the User with no additional charges, if available. If such product(s) is not available, the supplier will refund the product(s) purchase amount, at the date of purchase as paid on The Site, to the User.
Delivery of orders will be performed directly by the supplier fulfillment team or by a Third-Party Service, or by a combination of both.
Third Party Services
The Services may be made available or accessed through Third-Party Service Providers and content (including advertising) that SOUQ ALMEDICAL does not control. You acknowledge that different terms of use and privacy policies may apply to you for use of such third-party services and content. SOUQ ALMEDICAL does not endorse such third-party services and content and in no event shall SOUQ ALMEDICAL be responsible or liable for any of the services of these Third-Party Service Providers.
Returns, Exchanges, and Refunds
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 displays his own Exchange policy and the user must adhere to such exchange and return policy as long as this policy is not violating the Consumer Protection Law, without any responsibility on SOUQ ALMEDICAL .
Privacy and Confidentiality
User(s) shall not disclose any information received under the contract of service with SOUQ ALMEDICAL to any third party. Access to any information which pertains to business of SOUQ ALMEDICAL shall be kept confidential to the extent it might adversely impact SOUQ ALMEDICAL `s business. User(s) shall be liable to indemnify SOUQ ALMEDICAL against any loss of business or reputation due to the act of the User(s).
Disclaimer
THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” SOUQ ALMEDICAL DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, NOT EXPRESSLY SET OUT IN THESE TERMS, INCLUDING THE IMPLIED WARRANTIES OF SUPPLIER ABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT, IN ADDITION, SOUQ ALMEDICAL MAKES NO REPRESENTATION, WARRANTY, OR GUARANTEE REGARDING THE RELIABILITY, TIMELINESS, QUALITY, SUITABILITY OR AVAILABILITY OF THE SERVICES OR ANY SERVICES REQUESTED THROUGH THE USE OF THE SERVICES, OR THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE. SOUQ ALMEDICAL DOES NOT GUARANTEE THE QUALITY, SUITABILITY OR ABILITY OF THE SUPPLIERS. YOU AGREE THAT THE ENTIRE RISK ARISING FROM THE USE OF SERVICES REMAINS SOLELY WITH YOU, TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW.
THE INFORMATION CONTAINED IN THE WEBSITE IS FOR GENERAL INFORMATION PURPOSES ONLY. THE INFORMATION PROVIDED BY SOUQ ALMEDICAL WHILE WE ENDEAVOR TO KEEP THE INFORMATION UP TO DATE AND CORRECT, WE MAKE NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, ABOUT THE COMPLETENESS, ACCURACY, RELIABILITY, SUITABILITY OR AVAILABILITY WITH RESPECT TO THE WEBSITE OR THE INFORMATION, SERVICES, OR RELATED GRAPHICS CONTAINED ON THE WEBSITE FOR ANY PURPOSE. ANY RELIANCE YOU PLACE ON SUCH INFORMATION IS THEREFORE STRICTLY AT YOUR OWN RISK.
ALL ACCOUNTS REGISTERED WITH SOUQ ALMEDICAL ARE CONTINUOUSLY TRACKED FOR SECURITY PURPOSES AND PERFORMANCE REASONS. IT IS EXPRESSLY MADE CLEAR TO YOU HEREBY THAT SOUQ ALMEDICAL DOES NOT OWN ANY ACCOUNT OF ANY KIND.
Limitations of Liability
SOUQ ALMEDICAL is only a technology platform and shall not be held liable for any failure related to the Supplier Products.
SOUQ ALMEDICAL shall not be held liable in any case or for any matter related to the Supplier and/or the Supplier Products and/ or the brand of such products and its authenticity. However, SOUQ ALMEDICAL will use it best endeavors to ensure the authenticity of such products.
SOUQ ALMEDICAL is a mediator that connects Users and Supplier in relation to the purchase and delivery process.
The Suppliers and the Third-Party Service Providers are independent Services providers under contract with SOUQ ALMEDICAL and are not employees, representative, and/or agents of SOUQ ALMEDICAL . SOUQ ALMEDICAL does not perform the task itself, but rather manages the execution of said task through its platform by providing a connection for the User with the Suppliers. Suppliers shall be responsible for the Suppliers Product quality, efficiency, originality, availability, and legality. Any breach of said shall result in the termination of the Supplier from SOUQ ALMEDICAL platform and shall be replaced to fulfill any open requests with reference to the User regarding such.
Users and the Suppliers agree that SOUQ ALMEDICAL shall not participate in disputes between both parties in any case. Whereas, by using the said Services the User acknowledge the potential risks or mistakes of the Suppliers or the Third-Party Service Providers. Accordingly, the use of the Services is at the User’s risk and judgment, and SOUQ ALMEDICAL shall have no liability arising from or in any way related to the User’s transactions or relationship with the Suppliers or the Third-Party Service Providers.
SOUQ ALMEDICAL shall be entitled to disclose any User information it may possess to affiliated corporate entities within its group of companies, or if required by law, or if requested or directed to do so by any official government body. SOUQ ALMEDICAL will do so at its sole discretion or as We may determine to be suitable or in Our best interest to do so.
SOUQ ALMEDICAL shall be entitled to add to, vary or amend any or all of these Terms and Conditions at any time without notice. The User shall be bound by any additions, variations, or amendments once incorporated into these Terms and Conditions on SOUQ ALMEDICAL ’s Website.
SOUQ ALMEDICAL shall not be liable to you for indirect, incidental, special, exemplary, punitive, or consequential damages, lost data, or damages that may arise, even if SOUQ ALMEDICAL has been advised of the possibility of such damages. SOUQ ALMEDICAL shall not be liable for any damages, liability or losses incurred by you arising out of your use of or reliance on the Services or your inability to access or use the Services or any transaction or relationship between you and any the Supplier or the Third-Party Service Providers, even if SOUQ ALMEDICAL has been advised of the possibility of such damages. SOUQ ALMEDICAL shall not be liable for delay or failure in performance resulting from causes beyond SOUQ ALMEDICAL `s reasonable control, and We shall not be liable in the event that the Supplier or Third-Party Service Providers may not be professionally licensed or permitted.
These limitations do not purport to limit liability that cannot be excluded under the applicable laws.
Indemnification
You agree to indemnify and hold SOUQ ALMEDICAL , its affiliates, sponsors, partners, directors, officers and employees harmless from and against, and to reimburse SOUQ ALMEDICAL with respect to, any and all losses, damages, liabilities, claims, judgments, settlements, fines, costs and expenses (including reasonable related expenses, legal fees, costs of investigation) arising out of or relating to your breach of these Terms and Conditions, along with our Privacy Policy or use by you or any third party of the Services.
Force Majeure
SOUQ ALMEDICAL shall not be liable for any delay, interruption or failure in the provisioning of Services if caused by any act of Force Majeure, or other similar events beyond our control that may prevent or delay service provisioning.
Governing Laws
The rights and obligations of the parties pursuant to these Terms and Conditions are governed by and shall be construed in accordance with the laws of the Arab Republic of Egypt.
You hereby irrevocably submit to the exclusive jurisdiction of the Courts of the Arab Republic of Egypt for any dispute arising under or relating to these Terms and Conditions and waive your right to institute legal proceedings in any other jurisdiction. We shall be entitled to institute legal proceedings in connection with any matter arising under these Terms and Conditions in any jurisdiction where you reside, do business, or have assets.
Where there is any dispute or inconsistency arising from the text of these Terms and Conditions, the Arabic version shall prevail.
Unenforceable Provisions
If any part of these Terms and Conditions is found to be invalid or unenforceable under applicable law, such part will be ineffective to the extent of such invalid or unenforceable part only, without affecting the remaining parts of the Terms and Conditions in any way.
Entire Agreement
This Agreement along with SOUQ ALMEDICAL ’s Privacy Policy, as may be updated from time to time and posted at 1/3/2022, constitutes the complete agreement and understanding between us with respect to the Service and supersedes any other form of Agreement.