Refund policy

Return & Exchange 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 terms carefully:

1. Product Inspection Upon Delivery

Customers are allowed to inspect the shipment externally upon delivery in the presence of the shipping representative.

If the customer decides not to receive the order during inspection (without any defect in the product), they have the right to refuse the order while paying the shipping fees only.

2. Return & Exchange Policy (Right of Withdrawal Within 14 Days)

Customers have the right to return or exchange products within 14 days from the delivery date without giving any reason, provided that the product remains in its original condition as received and has not been opened or used.

Packaging Condition:
The product must remain inside its original packaging (thermal shrink wrap or plastic seal) with all brand labels attached.

The customer bears the shipping costs for both return and exchange requests unless there is a manufacturing defect.

3. Non-Returnable Products (For Hygiene Reasons)

According to Article 40 of the Egyptian Consumer Protection Law, and due to the nature of our skin-contact products:

The following products cannot be returned or exchanged once their original packaging has been opened or tampered with:

• Personal use products, including:
  bathrobe sets, towels of all kinds, bed sheet sets, and pillow covers.
• Any product that has been removed from its sealed packaging, used, or washed, in order to maintain hygiene and sterilization standards for all customers.

4. Returns & Exchanges for Manufacturing Defects (Within 30 Days)

We guarantee the quality of our products. If a manufacturing defect is confirmed, or the product does not match the announced specifications, the customer has the right to request an exchange within 30 days from the delivery date.

The store will cover all shipping costs in cases of confirmed manufacturing defects.

Returned products are inspected by the responsible department upon arrival to verify the defect before sending a replacement.

5. How to Submit a Return or Exchange Request

Return and exchange requests are handled through our customer service WhatsApp.

Customers must provide:

• Order number
• Clear photos of the product and its packaging
• A photo showing the defect (if applicable)

Requests are processed within 3 business days. If approved, the exchange or refund process will be completed within 5 to 7 business days.