Refund & Return Policy – Balbaa Pharmacies

At Balbaa Pharmacies, we are committed to transparency and customer rights in accordance with Egyptian Consumer Protection Law No. 181 of 2018 and Ministry of Health regulations.

1️⃣ The 14-Day Consumer Right 

According to Egyptian Consumer Protection Law, customers have the right to return or exchange eligible products within 14 days of purchase, without stating a reason, provided that the product is unused, unopened, and in its original condition.

2️⃣ Legal Exceptions – Medicines & Medical Products

⚠️ Important Legal Notice

Under the same law and applicable health regulations, the 14-day return right does NOT apply to:

• Prescription medicines

• Over-the-counter medicines

• Medical supplies and devices

• Health, hygiene, or personal care products

• Any product that has been opened, used, or may affect health and safety

➡️ Therefore, medicines and medical products are non-returnable and non-refundable once delivered, except in the cases listed below.

3️⃣ Accepted Refund or Replacement Cases 

A refund or replacement will be approved immediately if:

• The delivered product is incorrect

• The product is damaged

• The product is expired

• The product does not match the invoice or order details

⏱️ Such issues must be reported within 24 hours of delivery, along with supporting evidence if requested.

4️⃣ Eligible 14-Day Returns (Non-Medical Items Only)

For non-medical products , such as accessories or approved non-health items:

• Returns or exchanges may be accepted within 14 days

• The item must be unused, unopened, and in original packaging

• Proof of purchase is required

Approval is subject to inspection.

5️⃣ Non-Refundable Cases

Refunds or returns will not be accepted in the following situations:

• Change of mind on medicines or medical products

• Products opened, used, or tampered with

• Incorrect order placed by the customer

• Delays caused by incorrect delivery information

6️⃣ Refund Method

If a refund is approved:

• Refunds will be issued via the original payment method, or

• As store credit, when applicable

Processing times depend on banks or payment service providers.

7️⃣ Order Cancellation

• Orders may be canceled before dispatch

• Once dispatched or delivered, cancellation is no longer possible

8️⃣ Contact & Support

For refund or return requests, customers must contact Balbaa Pharmacies promptly through official communication channels with order details.