Shipping, Return & Exchange Policy
Transparent shipping procedures, clear customer responsibilities and professional return and exchange processes for customers worldwide.
Clear terms for a reliable customer experience
This policy explains Al Rehab Company’s shipping methods, delivery responsibilities, return and exchange conditions, refund procedures and circumstances beyond the company’s control.
Worldwide Shipping
Shipping from the Arab Republic of Egypt to various countries, subject to availability and destination-country regulations.
Within 3 Days
Return requests must be submitted within a maximum period of 3 days from the date the customer receives the order.
Within 7 Days
Exchange requests must be submitted within a maximum period of 7 days from the date the customer receives the order.
Secure Process
Each request is reviewed by Al Rehab Company to verify compliance with the applicable policy conditions.
Shipping Policy
Shipping methods and delivery arrangements are determined according to the order, destination and customer requirements.
Shipping Scope
Al Rehab Company provides shipping services from the Arab Republic of Egypt to various countries around the world, subject to shipping availability and the laws and regulations applicable in the destination country.
The appropriate shipping method is determined based on the nature of the order, its size, weight, destination, and the required delivery timeframe.
Shipping Methods
Al Rehab Company offers multiple shipping options, including:
Sea Freight
For orders and shipments requiring maritime transportation, particularly large shipments and commercial quantities.
Air Freight
For orders requiring faster delivery or shipments suitable for air transportation.
Land Freight
For shipments transported by land from Egypt to countries where land transportation and shipping regulations permit.
Al Rehab Company reserves the right to select the most appropriate shipping method based on the nature of the order, destination, and customer requirements, unless a specific shipping method has been agreed upon in advance.
Shipping and Delivery Time
Shipping and delivery times vary depending on:
- Destination country and city.
- Selected shipping method.
- Nature, size, and weight of the shipment.
- Customs procedures in the destination country.
- Official holidays and seasons.
- Circumstances beyond Al Rehab Company’s control.
The estimated shipping timeframe will be communicated to the customer upon order confirmation. The estimated timeframe does not constitute a final delivery date or a guarantee of delivery by a specific date.
Customs Duties and Taxes
For international shipments, orders may be subject to customs duties, taxes, import fees, or any other charges imposed by the destination country.
The customer is responsible for paying any duties, taxes, or additional costs imposed by governmental or customs authorities in the destination country, unless otherwise agreed upon in writing.
Address and Shipping Information
The customer is responsible for ensuring that all shipping information provided is accurate and complete, including:
Al Rehab Company shall not be held responsible for delays or failed deliveries resulting from incorrect or incomplete information provided by the customer.
Return Policy
Return requests may be submitted within a maximum period of 3 days from the date of receiving the order.
Return Acceptance Conditions
- The return request must be submitted within 3 days from the date of receiving the order.
- Products must be returned in their original condition as received.
- Products must not have been used, consumed, or damaged due to misuse.
- The customer must retain the original product packaging and all accessories and documents related to the order, where applicable.
- All returns are subject to review by Al Rehab Company to ensure compliance with the conditions of this policy.
Damaged or Incorrect Products
If the customer receives a damaged product or a product that does not match the order, the customer must contact Al Rehab Company and notify the company within a maximum period of 3 days from the date of receiving the order.
It is preferable to provide clear photographs of the product and external packaging to document the condition of the shipment upon receipt.
If it is confirmed that the damage or discrepancy was caused by Al Rehab Company or occurred during the preparation or shipping process managed by the company, the case will be handled in accordance with the company’s applicable procedures.
Exchange Policy
Exchange requests may be submitted within a maximum period of 7 days from the date of receiving the order.
Exchange Acceptance Conditions
- The exchange request must be submitted within 7 days from the date of receiving the order.
- The product must be in its original and unused condition.
- The product must be returned in its original condition with its packaging and accessories, where applicable.
- The product must not have been damaged or misused by the customer.
- Exchanges are subject to the availability of the replacement product.
- If the value of the replacement product differs from the original product, the price difference shall be settled in accordance with the company’s policy.
Who manages the shipment matters
Return and exchange eligibility depends on whether shipping is managed by Al Rehab Company or independently arranged by the customer.
Shipping Through Al Rehab Company
If the shipping and delivery process is carried out through Al Rehab Company or through a shipping company selected and managed by Al Rehab Company, the customer shall be eligible to benefit from the return and exchange policy set out herein, provided that the specified timeframes and conditions are met.
The return and exchange period shall be calculated starting from the date the customer receives the order.
Shipping Arranged by the Customer
If the customer chooses to arrange shipping, collection, or transportation through a shipping company or carrier independently selected or contracted by the customer, Al Rehab Company shall not be responsible for the shipping or transportation process after the order has been handed over to the carrier selected by the customer.
- The right to return or exchange does not apply to orders shipped through a carrier independently selected by the customer.
- The customer is responsible for tracking the shipment and coordinating with the selected shipping company.
- The shipping company or carrier selected by the customer shall be responsible for transportation in accordance with its own terms and conditions.
- Al Rehab Company shall not be responsible for any damage, loss, or delay caused by the shipping company selected by the customer.
Shipping Costs Related to Returns and Exchanges
Costs Covered by Al Rehab Company
Al Rehab Company shall bear the shipping costs associated with the return or exchange, as applicable, if the reason is attributable to an error by Al Rehab Company.
- Sending an incorrect product.
- Sending a defective product.
- A product proven to have been damaged before or during the shipping process managed by the company.
Costs That May Be Covered by the Customer
If the return or exchange is requested at the customer’s discretion without any error, defect, or discrepancy attributable to Al Rehab Company, the customer may be responsible for the shipping and transportation costs associated with the return or exchange.
This depends on the nature of the order and shipping destination.
Cases Not Covered by the Return or Exchange Policy
The specified return or exchange period has expired.
The product has been used, consumed, or altered in a manner that affects its original condition.
The product has been damaged due to misuse or improper storage by the customer.
The replacement product is unavailable in the case of an exchange request.
Products specially prepared or manufactured according to the customer’s specific request, unless defective or non-conforming to agreed specifications.
Orders shipped or transported through a shipping company independently selected by the customer.
Return or Exchange Request Procedures
Customers must contact Al Rehab Company through the company’s official communication channels and provide the required information.
Contact Al Rehab Company
Submit the request through the company’s official communication channels.
Provide Order Details
Provide the order or invoice number, customer name and contact number.
Explain the Request
Identify the product and explain the reason for the return or exchange.
Provide Photographs
Clear photographs of the product may be requested by the company.
Company Review
Al Rehab Company reviews the case and verifies compliance with the applicable conditions.
Receive the Procedure
The customer will be informed of the appropriate procedure after the review is completed.
Refunds
If a return is approved and the customer is entitled to a refund, the amount will be refunded using the original payment method or through the refund procedure available at Al Rehab Company.
The refund process may take additional time depending on the bank, payment service provider, or financial institution used for the payment transaction.
Al Rehab Company shall not be responsible for any delays resulting from procedures carried out by banks or external payment service providers.
Force Majeure and Circumstances Beyond Our Control
Al Rehab Company shall not be responsible for any delay or inability to ship, deliver, or receive an order due to circumstances beyond its reasonable control.
Policy Amendments
Al Rehab Company reserves the right to amend or update this Shipping, Return & Exchange Policy from time to time to reflect business requirements and applicable laws and regulations.
The policy in effect at the time the order is placed shall apply, unless otherwise stated.
Purchase confirmation means policy acceptance.
By completing a purchase or confirming an order, the customer acknowledges that they have read, understood, and agreed to Al Rehab Company’s Shipping, Return & Exchange Policy, including the applicable return and exchange periods and shipping responsibilities, and agrees to comply with the terms and conditions set forth herein.
Need assistance with your shipment?
Contact our team through the company’s official communication channels for support regarding shipping, returns, exchanges or refunds.