Unused products
A return or exchange may be requested within 14 days of delivery under applicable law, provided the product remains unopened, unused and in its original condition, subject to legal exceptions.
Defective or incorrect products
If an item arrives defective, damaged or different from the order, contact us within 30 days of delivery with the order number and clear evidence of the issue.
Health and safety exceptions
Opened or used cosmetics and personal-care products may be ineligible where their nature or packaging prevents a safe return to the original condition, unless defective or not as ordered.
Request and inspection
- Start from your orders page or contact customer care.
- Do not send an item before receiving instructions and a reference.
- We inspect the item and communicate the lawful return or exchange outcome.
Refunds
Approved refunds are returned to the original payment method where possible after approval and receipt when required. Bank or payment-provider processing times may vary.
Official reference: Egyptian Consumer Protection Authority guidance