Refund policy

Return and Refund Policy

This Return and Refund Policy is applicable to Naturys Egypt, an e-commerce platform/brand operated by Infinity Medicals Instruments Co. (Commercial Register No. 63132). We strive to provide the best shopping experience for our customers in strict compliance with the Egyptian Consumer Protection Law No. 181 of 2018.

1. Return and Exchange Period

• Standard Return (Article 17): Customers have the right to exchange or return regular products within 14 days from the date of receiving the order, provided the items are in their original condition.
• Defective Products (Article 21): In the event of a manufacturing defect, malfunction, or non-conformity with the specifications, the return or exchange period is extended to 30 days from the date of receipt.

2. Conditions for Return

To ensure your return request is processed smoothly and legally, the following conditions must be met:

• The product must be in its original condition, completely unused, and in its original, unopened packaging.
• The original purchase invoice or proof of payment must be provided.
• Statutory Exceptions (Health and Safety): As per our registered commercial activities—which include the trade and distribution of medical devices, scientific instruments, hospital and laboratory supplies, food supplements, cosmetics, and disinfectants—and in accordance with the Egyptian Consumer Protection Law regulations regarding public health and infection control, it is strictly prohibited to return or exchange any of these products if they have been opened, unsealed, or used. Products can only be returned if they are defective.

3. Inspection and Refund Process

• Once our team receives the returned item, it will be thoroughly inspected to ensure it meets the legal return conditions.
• Upon approval, the refunded amount will be credited back to the original payment method used during the purchase, without deducting any original product costs. Please note that bank transfers or card refunds may take 5 to 14 business days, depending on your bank's policies.

4. Shipping Costs

• Change of Mind (14 Days): The customer bears the return shipping fees if the product is returned within the 14-day window simply due to a change of mind, provided the product meets the return conditions.
• Defects or Errors (30 Days): Infinity Medicals Instruments Co. (Naturys Egypt) will bear all shipping and return costs if the received product is damaged, defective, or if the wrong item was shipped.

5. Exchange Mechanism

• If you wish to exchange an item for a different one, the standard procedure is to return the original item for a refund (subject to the conditions above) and place a new order through our website.

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Contact Us:
To submit a return request or for any inquiries, please reach out to our customer service team:
Email: info@naturysegypt.com
Phone: +201033742994
Address: 30 Al-Mubtadayan St., 6th Floor, Unit 65, Sayeda Zeinab, Cairo, Egypt