In short: You can return unopened non-medicinal items within 14 days. Under Egyptian Ministry of Health regulations, dispensed medications and unsealed hygiene items cannot be returned.
1. 14-day return window & eligibility
In accordance with Egyptian Consumer Protection Law No. 181/2018, you may return eligible non-medicinal products within 14 days of delivery. Items must be in their original, undamaged packaging, with all security tags, seals, and barcodes completely intact.
2. Non-returnable products & hygiene
For consumer health and safety regulations enforced by the Egyptian Drug Authority (EDA), we strictly cannot accept returns on: prescribed medications, insulin and refrigerated biopharmaceuticals, opened skincare and cosmetic items, infant baby milk formula, and intimate personal hygiene goods.
3. How to submit a return request
Open the Super S mobile app, navigate to 'Orders', select your completed order, and tap 'Request Return'. Upload a clear photo showing the intact seal and serial number. Once approved, our courier will collect the item from your doorstep within 24 to 48 hours.
4. Damaged, defective, or incorrect items
If you receive a defective, damaged, or incorrect item, please notify us within 2 hours of delivery. We will immediately dispatch a free replacement or issue a 100% full refund with zero fees. Every partner pharmacy is audited to guarantee 100% genuine products.
5. Refund methods and processing times
Refunds are processed as soon as the returned item is inspected at our partner hub. You can choose to receive your funds immediately into your Super S Wallet or back to your original payment channel.
| Refund Method | Processing Time | Fee | Notes |
|---|---|---|---|
| Super S Wallet | Instant (0–5 mins) | Free | Usable for any future orders |
| InstaPay | Within 12–24 hours | Free | Transferred directly to your IPA/bank |
| Credit / Debit Cards | 3–5 business days | Free | Subject to issuing bank clearance |
| Cash on Delivery | Wallet or Courier Cash | Free | Handed over upon return pickup |
6. Return courier pickup and fees
Pickup is 100% free if the return is due to an error on our end or a defective product. For change-of-mind returns on eligible non-medicinal items, a standard nominal courier fee will be deducted from your final refund amount.
Questions about this policy?
Our support team can help, every day from 9 AM to 1 AM.