Our policy in short
- Unopened products with the seal intact can be returned or exchanged within 14 days of delivery.
- Received a wrong, damaged or expired item? Tell us within 48 hours of delivery and we replace it at no cost.
- Opened or used products cannot be returned for health and safety reasons, unless the product itself is defective.
Conditions for a return
- The product is unopened, with the manufacturer seal and packaging intact.
- The request is made within 14 days of delivery.
- You have the order number (it is in the confirmation message and on the invoice).
How to request a return or exchange
- Message us on WhatsApp with your order number, the product and the reason. For a damaged or wrong item, send a photo.
- We confirm whether the product can be returned and agree the next step with you.
- We arrange pickup by the courier, or you drop the product off at our Mokattam branch.
- After we receive and check the product, we send the exchange or the refund.
Refunds
Refunds are made within 7 to 14 working days after we receive and check the product: to the same card for card payments, and by InstaPay or mobile wallet for cash on delivery orders.
Shipping costs for returns
If the return is because of our mistake (wrong, damaged or expired item), we cover all shipping costs. For other returns, the return shipping fee is paid by the customer.
Exchanging a flavor or size
You can exchange an unopened product for another flavor or size within 14 days, depending on stock. Any price difference is paid or refunded.