In compliance with applicable consumer protection regulations, customers have the right to request cancellation or return of eligible purchases within fourteen (14) days from the date of receipt. Where an order consists of multiple products delivered separately, the cancellation period shall begin on the day following receipt of the final product.

Due to the nature of medical devices and patient-specific use, returned products must be received by Diabetes Cloud Egypt within twenty-eight (28) days from the date of return notification.

This policy applies to all products supplied by Diabetes Cloud Egypt, including but not limited to:

  • LinX® Continuous Glucose Monitoring (CGM) System
  • Equil® Insulin Pump System and related components

Customers may cancel their order up to two (2) days prior to receiving confirmation that the shipment has been collected by the courier. Cancellation requests must be submitted via email to contact@dcegy.com or through WhatsApp.

Once the shipment status indicates “Collected”, cancellations and refunds are no longer permitted.

Return shipping costs and any non-standard delivery fees are the responsibility of the customer. To qualify for a refund, all returned products must meet the following conditions:

  • Products remain unopened, unused, and uninstalled
  • No physical damage or signs of handling
  • All seals, packaging, and labels remain intact
  • Products remain within their approved shelf life

How to Submit a Replacement Request

To proceed with a replacement request, please follow these simple steps:

  • Access and complete the Quality Control (QC) form.
  • Enter your basic details, including your name and your LinX account email
  • Upload a screenshot of the LinX app home page showing your readings, including the sensor serial number and the glucose curve.
  • Submit the form

Subject to verification of the above conditions, Diabetes Cloud Egypt will refund all eligible payments, excluding delivery charges, within fourteen (14) days of receiving the returned items.

Please refer to our Shipping Policy to confirm applicable delivery charges. Any excluded delivery costs will be calculated based on the original shipping rate applied at checkout.

A refund may be reduced if the product value has diminished due to unnecessary handling. Where an order contains both sealed and opened items, refunds shall apply only to sealed products. Opened medical devices must be disposed of in accordance with safety instructions.

Refunds will be issued using the original payment method unless otherwise agreed, and no administrative fees will be charged.

Due to safety, hygiene, and regulatory requirements, opened medical devices cannot be returned. Additionally, address changes cannot be accepted once a shipment has been collected by the courier.

Product Replacements & After-Sales Support

If you experience technical issues with any Diabetes Cloud Egypt products, including sensor wear-time loss, connectivity issues, or device malfunction, you must report the issue promptly using the contact details provided in your order confirmation.

For LinX® CGM products, our dedicated after-sales care team will assess reported issues. Where applicable, replacement sensors or components will be dispatched with the customer’s next order, subject to technical verification.

Equil® Insulin Pump Warranty Statement

The Equil® Insulin Pump System is covered by a four (4) year limited warranty from the date of purchase. This warranty applies to the pump body, PDA (Personal Diabetes Assistant), and all components supplied within the original package.

  • Pump & PDA Replacement Policy: The pump body and PDA are paired devices and must always be replaced together to ensure safe and synchronized operation. If either device is damaged or lost, both components must be replaced as a single set.
  • Battery Warranty: Pump batteries are covered under a one (1) year limited warranty from the date of purchase.

This warranty excludes damage resulting from misuse, neglect, unauthorized repair, or use outside the manufacturer’s instructions.

Damaged Products

Products received in a damaged condition may be eligible for replacement or refund if reported within four (4) days of delivery. Customers must ensure the courier notes the damage upon delivery and, where possible, provide photographic evidence.

Damaged products must remain in original packaging and be returned as instructed by Diabetes Cloud Egypt for inspection.

Non-Returnable Items

Products that are opened, used, missing original packaging, or not authorized for return by Diabetes Cloud Egypt are strictly non-returnable.

For further assistance, please contact us at contact@dcegy.com or via WhatsApp.

ديابيتس كلود جميع الحقوق محفوظة، ٢٠٢٦.