Refund and Returns Policy

Returns policy effective from November 2026

We sell supplements and health products, and they follow different safety rules from clothes or electronics. Our rule is simple: we accept a return in two cases only — the product arrives damaged, or you receive an item you did not order — and you tell us within 48 hours of delivery.

✓
The only two cases where we accept a return

  • The product was damaged when it was delivered — a broken, opened or crushed pack, a broken seal, or leaking or changed contents.
  • You received an item you did not order — that is our mistake, and we send you the right one.

Provided that: you tell us within 48 hours of delivery, with clear photos of the pack and the box, and the product is unused.

Damaged: we send an undamaged replacement or refund the full amount — your choice. Wrong item: we send the right product within 72 hours at most, depending on your governorate, in normal circumstances. Our courier collects the item, and shipping is on us in both cases.

✕
There are no returns in any other case, such as

  • Change of mind — even if the pack is still sealed.
  • More than 48 hours have passed since delivery without telling us.
  • Damage after delivery — wrong storage, heat, sun or humidity, or misuse.
  • The pack was opened or used and was not damaged or wrong at delivery.
  • The results were not what you expected — see below.
Tip: check the parcel in front of the courier

Cash on delivery lets you look at the box and the pack before you pay. If you see any visible damage or an item that is not yours, refuse the delivery straight away and contact us; we send you an undamaged replacement and you pay nothing.

Why only these two cases?

Supplements and foods follow the same rule as medicines: once a pack leaves our hands, there is no way to confirm how it was stored or that its contents are unchanged.

Because we cannot sell it to another customer or vouch for its safety, this rule exists to protect every customer — including you when you buy from us.

Every pack leaves us with an intact factory seal. That is our promise to you, and it is also the reason for this rule.

If the results are not what you expected

We are honest about this: a supplement is not a medicine, and no one can promise a specific result for a specific person. Results depend on diet, sleep and the cause of the problem, and sometimes the cause is medical and needs a diagnosis, not a supplement.

So we do not promise results. We promise two things we can actually keep:

Genuine products from authorised distributorsIntact factory seal, with the registration number and barcode printed on every pack
Do not pay before you see itCash on delivery — the pack reaches your hands and you check it before you pay a pound

If you have a question before you order — ingredients, dose or whether it suits you — ask our pharmacist on WhatsApp first. It is better than ordering something you do not need.

How to report a damaged or wrong item

1

Contact us within 48 hoursWhatsApp or phone, with your order number
2

Send photosOf the product, the pack and the box it came in
3

We reply within 24 hoursWith an approval or a clear reason
4

We put it rightReplacement, the right item or a refund — shipping on us

Refunds

Case What you get back Within
Damaged at delivery Replacement, or full amount + shipping 7 working days
Wrong item The right item, shipping on us 72 hours at most
Order cancelled before shipping Full amount 3 working days

We refund through the original payment method. Cash-on-delivery orders are refunded by bank transfer or mobile wallet.

Cancelling an order

You can cancel any order before it ships at no cost — contact us as soon as possible. Once the order is handed to the courier it cannot be cancelled, and a return is only possible if the product arrives damaged or wrong.

If you refuse the delivery

If the product arrives damaged and you refuse it, you pay nothing and we send an undamaged replacement. If you refuse a delivery for a reason that is not ours, the order comes back to us; if the same customer refuses more than twice, we may ask for prepayment on future orders.

Your rights

This policy follows Article 17 of the Egyptian Consumer Protection Law No. 181 of 2018, which excludes from returns goods whose nature or packaging does not allow them to be returned, and goods no longer in the condition they were sold in — which is the case for supplements and foods once they leave us. Any other right you have under the law is not affected.

Need to reach us?

Our pharmacists and customer service are available every day from 10 am to 11 pm (Cairo time). Messages sent outside these hours are answered as soon as we open — no message is lost.

WhatsApp & phone+20 109 704 7005

Policy last updated: November 2026. We may change it; the version that applies to your order is the one published when you placed it.