Refund policy

 

Returns

We offer a 15-day return policy, which means you can request a return within 15 days of receiving your order.

To be eligible for a return:

• Food ingredients must be unopened, sealed, and in their original packaging.

• Equipment and tools must be unused, in the same condition you received them, and in their original packaging.

• You’ll also need to provide your receipt or proof of purchase.

Please note that a 100 EGP delivery fee applies to all return pickups unless the item you received is faulty, damaged, or incorrect.

Please note that returns for purchases made at our Innovation Center in District 5 (not online) can only be processed physically at the Innovation Center.
We cannot arrange pickups or shipping for these returns — pickup services are only available for online orders.

 

Return process

Once you submit a return request, our team will:

1. Review the request to confirm eligibility.

2. Contact you to schedule a pickup from the same address where the order was delivered (for online orders).

3. Inspect the returned items once they arrive back at our facility.

4. Update you with the evaluation result and next steps.

 

How to start a return (for online orders)

1. Go to Account from the main menu and open the order you want to return.

2. Click Request return under Return order.

3. Select the item(s) you wish to return and click Create return.

4. Adjust the quantity, choose a reason for return, and click Next.

5. Select Refund to original payment method and click Next.

6. Choose Ship using the return label supplied by the merchant, confirm or edit your pickup address, then click Submit.

For any questions about returns, please contact us at lab101.support@amfoodsgroup.com.

 

Non-returnable items

For health and safety reasons, the following categories cannot be returned:

• Fresh or frozen meat
• Frozen salmon
• Frozen fruit
• Acai
• Frozen ravioli

• Cheese

We also cannot accept returns on sale items across all categories.

Damaged or incorrect items

Please inspect your order when it arrives and contact us immediately if you receive a defective, damaged, or incorrect item. We’ll evaluate the issue and make it right as quickly as possible.

Exchanges

We currently do not offer exchanges. If you’d like a different item, please place a new order once your return is approved and refunded.

 

Refunds

We’ll notify you once your returned item has been received and inspected. If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or card provider may take additional time to post the refund.

If more than 15 business days have passed since your return was approved, please contact us at lab101.support@amfoodsgroup.com.

 

Weight variation for weighted products

For meat and salmon products, please note that actual product weight may vary slightly when your order is prepared. As a result, the final price may be higher or lower than the listed price.

If the final weight is less, you will receive a refund for the difference.
If the final weight is more, you will be sent a secure payment link to settle the remaining amount.

Our team will always contact you before processing any payment adjustments.