This policy explains how returns, exchanges, refunds and order cancellations work for products purchased from Lab Solutions — whether ordered through our website, by phone, WhatsApp or through our sales team.
Return period
You may request a return within 14 days of receiving your order, provided that:
- The products are unused and in the same condition in which they were supplied.
- They are in their original, undamaged packaging, together with all accessories and any items supplied free of charge.
- The request is accompanied by the original invoice.
Return periods are applied in accordance with the applicable laws in Egypt. Special offers and promotions may be subject to their own conditions, which will be stated at the time of purchase.
Non-returnable products
To protect product quality and patient safety, the following cannot be returned or exchanged once delivered:
- Products that require refrigerated or temperature-controlled storage (such as reagents, controls and calibrators).
- Rapid tests, kits and consumables whose packaging has been opened or seal broken.
- Products supplied or imported specifically for a customer's order.
Damaged, faulty or incorrect products
Please inspect your order on delivery and inform us as soon as possible if any product is damaged, faulty or not what you ordered. In these cases we will, at your choice and subject to availability, provide a replacement or a full refund — including any delivery charges you paid. The products must be returned to us in the same condition in which they were received.
Analyzers and laboratory equipment
Instruments and analyzers are covered by the manufacturer's warranty and supported by our technical service team. If you experience a fault, please contact our technical support first so that our engineers can inspect and resolve the issue under warranty.
How to request a return or exchange
- Contact our customer service by phone, email or WhatsApp and share your invoice number and the reason for the return.
- Our team will confirm whether the products are eligible and agree the return arrangements with you.
- Once the products are received and inspected, we will process the exchange or refund.
Exchanges are subject to stock availability and to our applicable policies.
Refunds
Refunds are processed after the returned products have been received and inspected. Delivery charges are not refundable, except where the product was damaged, faulty or incorrectly supplied.
Order cancellation
To cancel an order, please contact our customer service during working hours as soon as possible after placing it. Orders that have already been dispatched, or products ordered or imported specifically for you, may not be cancellable; any specific terms will be stated in your quotation.
Contact us
For any question about returns or refunds, our team is happy to help — use the contact options below.
