Refund policy

# Refund & Return Policy – Hafez Med

At **Hafez Med**, we are committed to providing high-quality medical equipment, surgical instruments, and healthcare supplies. Customer satisfaction and product safety are our top priorities.

### 1. Return & Exchange Period

Customers may request a return or exchange within **14 days of receiving their order**, provided that the product is unused, remains in its original condition, and meets the eligibility requirements outlined below.

For defective products or items that do not match the agreed specifications, customers may request a return or replacement within **30 days of receipt**, in accordance with applicable Egyptian consumer protection laws.

### 2. Return Eligibility

To qualify for a return or exchange:

- The product must be unused and in its original condition.
- The product must not be damaged, altered, or improperly handled.
- The original packaging, accessories, manuals, and included components must be returned where available.
- Proof of purchase or an order confirmation must be provided.
- The product must not have undergone unauthorized repairs or modifications.

### 3. Surgical Instruments Return Policy

Due to the sensitive nature of surgical instruments and the importance of medical safety and infection prevention, the following conditions apply:

- **Surgical instruments must not have been used.**
- **Surgical instruments must not have undergone sterilization.**
- Instruments must remain in their original condition without damage or alterations.
- All original accessories and components must be included.

Surgical instruments that have been used, sterilized, or otherwise altered are not eligible for standard returns or exchanges.

This restriction does not affect customers' statutory rights regarding defective or nonconforming products.

### 4. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact our customer support team with your order details and a description of the issue.

Supporting photographs may be requested to help assess the problem.

Eligible defective or nonconforming products will be handled through a replacement, exchange, or refund in accordance with applicable consumer protection laws.

### 5. How to Request a Return or Exchange

1. Contact our customer support team via phone or email.
2. Provide your order number and product details.
3. Explain the reason for requesting a return or exchange.
4. Submit photographs if requested.
5. Our team will review your request and provide return instructions.

### 6. Refund Processing

Once the return has been received and approved, the refund will be processed in accordance with applicable laws.

Refunds will generally be issued through the original payment method, subject to payment provider procedures.

For defective or nonconforming products, customers will not be charged additional return or replacement costs where prohibited by law.

### 7. Contact Information

For return or exchange requests, please contact:

**Hafez Med**

Phone: +20 121 197 3350

Email: info@hafezmed.co

Business Hours: Saturday–Thursday, 10:00 AM – 6:00 PM

We are committed to providing a reliable shopping experience while maintaining the highest standards of medical product safety.