Refund policy

To ensure the best shopping experience and protect the rights of all parties, and in accordance with the Egyptian Consumer Protection Law No. 181 of 2018, please read the following Return & Exchange Policy carefully before placing your order.

1. Inspection Upon Delivery

Customers have the right to visually inspect the shipment only upon delivery, in the presence of the shipping representative, to make sure that the product received matches the order in terms of product type, color, and other visible details.

Inspection is the customer's responsibility. If the customer is unable to inspect the shipment when the shipping representative arrives, the customer has the right to request that the delivery be postponed so they can inspect the shipment at a more suitable time.

The shipping representative may not refuse to allow the customer to carry out the visual inspection permitted under this policy.

The inspection does not include opening or removing the original packaging or sealed wrapping of the product. This is necessary to maintain hygiene and sterilization standards, especially for products that come into direct contact with the skin, products intended for children, and medical products.

If, during the inspection, the customer finds that the product:
• Is different from the product ordered;
• Has a visible difference in color or specifications that can be identified without opening the packaging; or
• Has a visible defect that can be identified without opening the packaging;
the customer has the right to refuse the shipment without paying any shipping fees.

If any issue or discrepancy is noticed during the inspection, the customer must contact our customer service before accepting the shipment or while the shipping representative is still present, so that our management team can review the situation and take the appropriate action.

Customer Responsibility After Accepting the Shipment

Once the customer accepts the shipment, this will be considered confirmation that the shipment has been received and accepted with regard to anything that could have been verified through the visual inspection at the time of delivery.

Therefore, if the customer accepts the shipment without carrying out the inspection, they may not later request to cancel or refuse the order due to a discrepancy that could have been identified through the visual inspection, such as a different product, color, or other visible difference in the order.

If the product is opened, the original packaging is removed, or the product is used after acceptance, the Non-Returnable Products terms stated in this policy will apply.

However, if the customer accepts the shipment without inspecting it and later discovers that the product is different from what was ordered, while the product is still sealed in its original packaging and remains in exactly the same condition in which it was sent, the request will be handled according to the Return & Exchange terms of this policy, including the applicable packaging and shipping cost requirements.

Important: Inspection upon delivery is visual only and does not allow the original packaging or sealed wrapping to be opened or removed. If this type of inspection does not meet your needs, we apologize, but purchasing from us may not be the most suitable option for you.

2. Returns & Exchanges Within 14 Days

Customers may request a return or exchange within 14 days from the delivery date, provided that:
• The product remains in its original condition as received.
• The product has not been opened, and its original packaging or sealed wrapping has not been opened or removed.
• The product has not been used or washed.
• All original brand labels and tags remain attached and in their original condition.
• The shipping waybill for the order is available.

Return & Exchange Shipping Costs

For return or exchange requests made within the 14-day period for reasons unrelated to a manufacturing defect, the customer is responsible for:
• The initial shipping cost of delivering the order to the customer.
• The cost of collecting the product from the customer and returning it to the store.

These costs are determined by the store's management based on the actual shipping, collection, and return costs involved. They are not necessarily the same as the shipping fee displayed on the website.

If a confirmed manufacturing defect is found, the terms under the Manufacturing Defects section of this policy will apply.

3. Non-Returnable and Non-Exchangeable Products

Due to the nature of certain products and their direct connection to personal hygiene and health, the following products cannot be returned or exchanged once their original sealed packaging has been opened or removed:
• Personal-use products, including bathrobe sets, towels of all kinds, bed sheet sets, and pillow covers.
• Any product that comes into direct contact with the skin.
• Any product intended for children.
• Any medical product.
• Any product whose original sealed packaging has been opened or removed, or that has been used or washed.

This also applies when a customer wishes to return a product after opening it simply because it is not suitable for them or for any other reason, where no confirmed manufacturing defect exists. In such cases, the product is not eligible for return or exchange.

These restrictions are applied to maintain hygiene, sterilization, and product safety standards for all customers.

4. Exchanges for Manufacturing Defects

If a manufacturing defect is found, the customer may request an exchange within 30 days from the delivery date, provided that an actual manufacturing defect is confirmed.

The store's management has the sole authority to determine whether a reported issue qualifies as a manufacturing defect. Simply claiming that a product has a manufacturing defect, or describing an issue as a manufacturing defect, does not by itself establish the customer's right to an exchange.

The management team will determine whether a manufacturing defect exists by reviewing the case through one or more of the following methods:
• Reviewing the video submitted by the customer and assessing the issue based on the video.
• In some cases, the management team may accept the submitted video as sufficient evidence and may not require the product to be returned.
• In other cases, the management team may require the product to be returned to the store for a physical inspection to verify the manufacturing defect.

If a genuine manufacturing defect is confirmed after reviewing the video or physically inspecting the product, the product will be exchanged, and the store will cover all shipping costs related to the exchange.

If no manufacturing defect is found after inspection, the customer will be responsible for all shipping, collection, and return costs, as well as any other costs resulting from the inspection or return process.

Exchange Options for Confirmed Manufacturing Defects

Once the customer's right to an exchange due to a confirmed manufacturing defect has been established, the customer may choose:
• The same product;
• Any other product from our store of the same value; or
• A higher-value product, provided that the customer pays the price difference.

If the customer chooses a product with a lower value than the original product, the difference in value will not be refunded or paid back to the customer.

5. How to Submit a Return or Exchange Request

Return and exchange requests must be submitted through our customer service via WhatsApp.

The customer must provide the required information and materials depending on the type of request.

For Return Requests Within 14 Days

The customer must provide a clear video showing:
• The product received.
• The condition of the product and its original sealed packaging.
• That the original packaging is still present and in the same condition in which the product was sent.
• The shipping waybill for the order.

The video must clearly show that the product has not been opened, used, or removed from its original sealed packaging.

For Exchange Requests Due to a Manufacturing Defect

The customer must provide a clear video recorded in good lighting showing:
• The entire product.
• The defect or issue clearly and in sufficient detail.
• The product's original packaging and wrapping.
• The shipping waybill for the order.

The management team may request additional photos, information, or the physical return of the product for inspection, depending on the nature of the case.

The request must include the order number or the phone number used when placing the order.

All requests are reviewed by the management team, which will determine whether the return or exchange request is approved or rejected according to the terms and conditions of this policy.

Requests are reviewed within 3 business days after receiving all required information and materials. If the request is approved, the return or exchange process will be completed within 5 to 7 business days, depending on the nature of the request.