Return and Refund Policy

According to the terms and conditions, you can exchange or return Move products, except for varicose vein stockings, elastic stockings, and sugar stockings. These items cannot be returned due to hygiene and health reasons.

1. In case of receiving a product with a clear defect, damage, error (color/size), or any shortage in the number of products:

Return Conditions:

  • You must notify us by submitting a return request via WhatsApp at 01149446885 within a maximum period of 24 hours from the date of delivery.
  • You must return the product within 14 days of the delivery date.
  • The product must be in the same condition as you received it.
  • The product must be in its original packaging.
  • All contents and instructions must be included.
  • The product must not have been used.
  • The product refund process starts after receiving the product and after it has been accepted by the inspection commitee, which can take up to 7 working days from the date of recieving the product. The refund period varies according to the method of payment (see the table at the bottom of the page).
  • Please note that our working days are from Sunday to Thursday, excluding weekends and official holidays.
  • Note: If the return request is rejected, or rejected after being presented to the inspection committee, it will be shipped back to you without a refund, and re-delivered within 3-7 working days. If it is not received, the product will be returned to the Move warehouse, and if you wish to receive it, you must come to receive it from one of the Move branches by pre-coordinating to book an appointment through customer service on WhatsApp number 01149446885.

2. In case of changing the purchase decision without a reason:

Return Conditions:

  • You must notify us by submitting a return request via WhatsApp at 01149446885 within a maximum period of 24 hours from the date of delivery.
  • You must return the product within 14 days of the delivery date.
  • The product must be in the same condition as you received it.
  • The product must be in its original packaging.
  • All contents and instructions must be included.
  • The product must not have been used.
  • The product refund process starts after receiving the product and after it has been accepted by the inspection commitee, which can take up to 7 working days from the date of recieving the product. The refund period varies according to the method of payment (see the table at the bottom of the page).
  • The refund will be issued excluding shipping fees, which you will bear.
  • Please note that our working days are from Sunday to Thursday, excluding weekends and official holidays.

3. In case of wanting to exchange:

Exchange Conditions:

  • You must notify us by submitting an exchange request via WhatsApp at 01149446885 within a maximum period of 24 hours from the date of delivery.
  • You must return the product within 14 days of the delivery date.
  • The product must be in the same condition as you received it.
  • The product must be in its original packaging.
  • All contents and instructions must be included.
  • The product must not have been used.
  • The product exchange process starts after receiving the product and after it has been accepted by the inspection commitee, which can take up to 7 working days from the date of recieving the product, and if the commitee accept it, the replacement product will be shipped within 3 working days.
  • The customer bears the costs of shipping the replacement product, which are determined according to the residential area and are communicated to the customer in advance.
  • Please note that our working days are from Sunday to Thursday, excluding weekends and official holidays.
  • Note: If the Exchange request is rejected, or rejected after being presented to the inspection committee, it will be shipped back to you without a refund, and re-delivered within 3-7 working days. If it is not received, the product will be returned to the Move warehouse, and if you wish to receive it, you must come to receive it from one of the Move branches by pre-coordinating to book an appointment through customer service on WhatsApp number 01149446885.

Time Frame and Refund Method:

Refund Method Payment Method Time Frame
Purchase voucher: sent within 3 working days (after approval of the inspection committee). Electronic wallet: transfer within 3 working days (after approval of the inspection committee). Bank transfer: within 3 working days of the committee's approval, and the refund may take 7-14 working days maximum according to the regulations of the Central Bank of Egypt and the Consumer Protection Agency. Cash on delivery After approval of the inspection committee, which may take up to 7 working days, the transfer is made according to the following refund methods.
Funds are refunded directly to the payment method used or a purchase voucher. Prepaid (credit card - electronic wallet - Sahlah - ValU) Transfer is made according to the payment method: after approval of the inspection committee, which may take up to 7 working days, the transfer is made within 3 working days of the committee's approval, and the refund may take 7-14 working days maximum according to the regulations of the Central Bank of Egypt and the Consumer Protection Agency.

Note:

  • Please note that shipping fees vary between governorates. Refunds will be issued after deducting shipping fees.

Have an inquiry? Contact us:

If you have any questions about our return and refund policy, please contact us:

  • Email: Customer.care@orthomedics.com
  • Live chat on our store via WhatsApp: 01149446885
  • From 10 AM to 3 PM.