Refund and Return Policy | The Medical Office (TMO)

At The Medical Office (TMO), we are committed to providing high-quality, certified medical equipment. To ensure transparency, we outline our return and refund policy in accordance with Egyptian Consumer Protection Law No. 181 of 2018.

1. Return & Exchange Period

  • Customers have the right to request a return or exchange within 14 days from the date of receipt.
  • In case of a verified manufacturing defect, the period is extended to 30 days as per local regulations.

2. Conditions for Returns

To accept your return request, the following must be met:

  • The product must be in its original condition, in its original packaging, and include all accessories and manuals.
  • The original purchase invoice or proof of purchase from TMO must be presented.
  • Medical Notice: For public health and safety, personal medical devices (such as glucometers, blood pressure monitors, nebulizers, or breast pumps) cannot be returned once the sterile packaging is opened or used, except in cases of manufacturing defects.

3. Non-Returnable Items

  • Devices that have been misused, broken, or tampered with outside of authorized service centers.
  • Opened consumables (e.g., opened test strips or medical masks).
  • Custom-made orders or items tailored specifically to customer requirements.

4. Refund Process

  • After inspecting the device and verifying its condition, the refund will be processed within 7 – 14 business days.
  • Refunds are issued via the original payment method used (Cash on Delivery, Bank Transfer, or Credit Card).
  • Confirmed manufacturing defect: TMO bears all return or exchange shipping costs.
  • Non-defect return (change of mind) via courier: the customer bears the initial shipping and the return shipping; both are deducted from the total paid and the balance is refunded.
  • Non-defect exchange: the customer bears only the new exchange shipping fee.
  • Return or pickup at the showroom: no return fees; the customer bears only the initial shipping if the order had arrived via courier.
  • Free-shipping products: for a non-defect return an initial shipping cost is still due; for an exchange the customer bears only the new shipping fee.

5. How to Start a Return

Our support team is ready to assist you through our official channels:

  • Physical Headquarters (for inspection): Rabia, Giza District, Giza Governorate (Opposite Om El-Masryeen Hospital entrance).
  • WhatsApp: +201024996633
  • Phone: +201024996633 / +201101905517
  • Email: [email protected]