At ANAS Store Express, we are committed to providing high-quality medical and other products across Egypt. We understand that, in some cases, a return or exchange may be necessary. This policy outlines all conditions and procedures clearly to ensure a smooth and fair process for our customers.

1. Products Eligible for Return or Exchange:

We accept returns or exchanges in the following cases:

• You received the wrong product.

• The product has a manufacturer defect or damage upon delivery.

• The product is expired at the time of delivery or has an unreasonably short shelf life.

• The outer packaging is damaged in a way that may affect product safety.

• The customer is not satisfied with the product or the product’s usage does not suit their needs, provided that the item is unused, in its original condition, and unopened (with seal intact).

Note: Return or exchange requests are accepted within 14 days from the delivery date or 21 days from the invoice date — whichever is more suitable to protect the customer’s rights.

2. Products Not Eligible for Return or Exchange:

Due to the sensitive nature of medical products and some other items, returns or exchanges will not be accepted in the following cases:

• The product has been opened, unsealed, or the original packaging has been tampered with.

• The product has been used or shows signs of use.

• Items of a personal or hygienic nature such as blood pressure monitors, glucometers, face masks, wound care supplies, or any item that comes into direct contact with the body.

• Products marked as “Final Sale” or “Non-Refundable”.

3. Return & Exchange Process (How to Make a Request):

1. Submit a formal request via:

   • Our support email.

   • The invoice page in your account on the website.

   • Or by sending the return details via WhatsApp to our customer service number.
     All requests must be submitted within the defined return period (14 or 21 days, whichever applies).

2. The product must:

   • Be in original condition.

   • Be in unopened original packaging.

   • Include proof of purchase (receipt or invoice).

3. Once your request is reviewed and approved:

   • Our courier will collect the product (if you're within our delivery zones).

   • Or we will provide the return address and tracking details (if you're outside our zones).

4. After receiving and inspecting the returned item:

   • A refund will be issued within 7 business days to your bank account or e-wallet, via instant transfer.

   • Or a replacement product will be shipped within 5–7 business days (subject to stock availability), based on a new order placed through the website to complete the exchange.

   • A payment adjustment may be applied during the exchange process:

     • If the price of the new product is higher than the returned product, the customer will be required to pay only the difference.

     • If the customer is entitled to a refund due to a price difference in their favor, the amount will be returned according to the refund process mentioned above.

4. Return & Shipping Fees Conditions:

• If the issue is due to our error (wrong or defective product), we will cover all return and shipping fees.

• If the return is requested for personal reasons (e.g., change of mind or dissatisfaction), the customer will bear all shipping and return costs.

• If the product is exchanged through a new order upon customer request, the customer will be required to pay only 50% of the shipping cost stated in the new order.

5. Contact Us:

For any inquiries or return requests, please contact us at:

📧 Email: info@anastore.net
📞 Customer Service: +20 1023315341
🕒 Working Hours: Saturday to Thursday – 10 AM to 6 PM

🛡️ Legal Notice:

We fully comply with the Egyptian Consumer Protection Law No. 181 of 2018. You have the right to file an official complaint with the Consumer Protection Agency in case of any violations.