Refund policy
Last updated: August 2026
Return Window We accept returns within 14 days of delivery, provided the item is unused, in its original condition, and in its original packaging.
Non-Returnable Items (Final Sale) The following product categories are final sale and cannot be returned or exchanged:
- Brace Support
- Consumables,
- Pharmaceuticals
- Wound Care
Order Cancellation Orders can be cancelled at any time before they are fulfilled. Once an order has been fulfilled and shipped, it cannot be cancelled. To request a cancellation, please contact us immediately at [your email/phone].
How to Request a Return To initiate a return, please contact us at [your email/phone] with your order number and reason for return. Our team will guide you through the process.
Return Shipping Costs
- If the return is due to a defective, damaged, or incorrect item, EMC Mart will cover the return shipping cost.
- If the return is due to a change of mind or incorrect order placed by the customer, a fixed return shipping fee of EGP 120 will be charged and deducted from the refund amount.
Refund Process Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 5–7 business days.
Refund Method
- Orders paid by cash on delivery (COD) will be refunded via bank transfer or store credit.
- Original shipping fees are non-refundable.
Damaged or Defective Items If you received a damaged or defective item, please contact us within 48 hours of delivery with photos of the item. We will arrange a replacement or full refund, including return shipping, at no extra cost to you.
Contact Us For any return or refund inquiries, please reach out to us at [e-commerce@alrozeik.com / +201223940097].