Return & Refund Policy

If you simply changed your mind, request an eligible exchange or return within 14 days of receiving the item. If an item is defective or does not match its specifications, contact us within 30 days of receipt for an exchange or return and refund. Contact us before dispatch for a cancellation request.

These periods start when you receive the goods, not when you place the order. Other mandatory remedies, including those concerning unsafe products, remain available where the law provides them.

Within 14 days of receipt, an eligible product may be exchanged or returned for its paid value without stating a reason or bearing expenses, subject only to the legal exceptions below. Keep the item in its original condition where the law requires it. Please retain its packaging, labels and proof of purchase to help us identify and assess it; lack of a particular receipt alone does not remove a right where the purchase can otherwise be established.

Egyptian law limits change-of-mind returns when the product's nature, characteristics or packaging prevent its return or restoration to the condition at sale; when it is rapidly perishable; when it is no longer in its sale condition because of the customer; or when it was made to the customer's particular specifications and conforms to them. Other statutory categories exist but are not generally relevant to our current range.

Opening or using a sealed oil, herb, food or personal-care product may make a change-of-mind return ineligible if its nature or packaging means it cannot be restored or safely returned. We assess the actual item and the applicable legal exception; a broken seal alone is not a blanket exclusion. These exceptions do not bar a remedy for a defective, unsafe, damaged or wrongly supplied item.

If an item has a defect or does not match its stated specifications, you may request an exchange or return and refund within 30 days of receipt. Explain the issue to us; we will arrange the applicable remedy without additional cost to you. The Consumer Protection Agency states that the supplier must provide the chosen exchange or refund within one week of the consumer approaching it in these cases, with the refund through the original purchase method.

Do not use a product that appears unsafe. Tell us promptly so we can investigate and take any required product-safety steps. Your statutory rights are not reduced by the 30-day process described here.

If a parcel arrives damaged or an item is wrong or missing, contact us as soon as practical with the order number and a description. Photos of the parcel, label and product are helpful where available, but we will not make a photograph an absolute condition of a legal claim. Keep the packaging if it is safe to do so while we investigate.

We will check the order and delivery records, arrange collection or replacement where appropriate, and offer the legally required remedy at no additional cost when the problem is ours or the goods are defective or non-conforming.

Call 16703 and give us your order number, the item and the outcome you prefer. We will confirm how to hand over or collect it and any information reasonably needed to verify the purchase and condition. After receipt, we inspect the item against the relevant legal route and tell you the outcome. An inspection does not suspend a statutory deadline or replace your right to challenge a decision.

If we disagree about whether a product is defective or returnable, you may ask the Egyptian Consumer Protection Agency to review the dispute.

For an eligible change-of-mind return, we will not impose a return fee or other expense contrary to the 14-day right described by the Consumer Protection Agency. For defective or wrongly supplied goods, the remedy carries no additional cost to you. We will explain collection arrangements before they happen.

Online payments are refunded through the original payment method. For cash on delivery, we will arrange return of the cash amount by an agreed, traceable method suitable for a cash purchase; we will not substitute store credit without your agreement. Your bank or payment provider may control when a processed refund appears in your account. We will provide a clear status update rather than promise an unverified bank processing time.

Ask us to cancel before dispatch and we will stop fulfilment where possible and reverse or refund any captured payment. Once dispatched, contact us for return instructions or tell the courier if you cannot accept delivery; we will then review what happened and apply the relevant legal rights.

A refusal or unsuccessful delivery is not automatically a completed change-of-mind return. If incorrect customer information or repeated unavailability causes a new delivery attempt, we will discuss any justified charge before proceeding. We will not use a failed delivery to withhold a mandatory refund.

Our team can help identify the correct route and keep a record of your request. Call 16703 with your order number. If we cannot resolve a dispute, you may complain to the Egyptian Consumer Protection Agency through its official channels. Nothing here limits that right.