Delivery & Returns Polices

Shipping, Delivery, and Order Cancellation Policies

First: Shipping Procedures

1. Once the Order is confirmed and Payment is completed using the Platform's approved method, the Platform forwards the Order to the relevant departments to prepare it for shipping in accordance with the Platform's approved standards and procedures.

2. The Platform provides the Consumer with a tracking number or an electronic notification through which they can follow the shipment status step by step, from product preparation to delivery to the Consumer.

3. The Consumer is obligated to verify the accuracy of the delivery address entered in their account and to inform the Platform of any errors or changes to the address before placing the order for shipping to avoid any delays.

 

Second: Delivery Dates

1. The Platform delivers Products within the dates announced on the Platform upon Order completion, keeping in mind that these dates are estimates and not strict, binding dates. They may vary depending on the type of Product, inventory status, or the Consumer's location.

2. The Platform may modify delivery dates due to circumstances beyond its control, including climatic conditions, natural disasters, transportation disruptions, or any other force majeure. The Consumer will be notified of any modifications as soon as possible.

 

Third: Shipping Costs and Related Responsibilities

1. The Consumer bears the shipping costs determined for each Order, based on weight, size, product type, and delivery location. The final amount is shown in the order details before Payment is confirmed.

2. If the Platform offers free shipping offers or reduced delivery costs, the Platform reserves the right to modify or cancel these offers without prior notice. Any Offer will be applied only according to its specific terms.

3. The responsibility for delivering the product in good and sound condition lies with the Supplier or Merchant who submitted the Product for display on the Platform. The Platform is responsible for technical supervision of the shipping process by tracking and following up on its implementation. It does not bear any responsibility for damages resulting from Supplier violations or shipping conditions beyond its control.

 

Fourth: Consumer Obligations Upon Receipt

1. Upon receipt of the Product, the Consumer must check the overall condition of the Product, including ensuring that there are no damages, shortages, or apparent defects, and immediately report any violations to the Platform through the designated channels.

2. The Consumer has the right to refuse to receive the Product if damage or non-conformity is found, provided that the condition is documented with photos or videos and sent to the Platform for review and appropriate action in accordance with The Exchange and Return Policy.

 

Fifth: Exceptions Related to Force Majeure and Shipping Delays

1. The Platform assumes no responsibility for delays or non-delivery in circumstances beyond its control, including but not limited to: natural disasters, wars, riots, epidemics, technical failures, disruptions in transportation networks, or any sudden government decisions.

2. In such cases, the Platform will make every effort to inform the Consumer of the reasons for the delay and new delivery dates. Any Dispute related to the delay will be handled in accordance with the procedures specified in this Document.

3. The Platform reserves the right to modify shipping schedules or choose alternative delivery methods to protect the Product and ensure its prompt delivery to the Consumer. The Platform will notify the Consumer of any material changes in the delivery method or date.

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Return, Exchange, and Refund Policies

First: Scope of Application of the Return and Exchange Policy

1. The Return and Exchange Policy aims to enable Consumers to return or exchange products purchased through the Platform in legally defined cases and in accordance with the conditions stipulated in this Document, taking into account the legal rights guaranteed to Consumers under the provisions of the Egyptian Consumer Protection Law.

2. All returns or exchanges are subject to the conditions stipulated in this Document, including deadlines, product condition, reason for return, and processing of refunds.

3. This policy applies to all Products purchased through the Platform, subject to any exceptions stipulated in the exception clauses.

 

Second: Return Conditions

1. Consumers have the right to request a return of the product within 14 days from the date of receipt, provided that the Product is in its original condition and unused, including the original packaging, labels, and accompanying accessories.

2. The Consumer must provide proof of receipt (such as a delivery receipt or order number) when submitting a return request, and attach any supporting photos or documents demonstrating the condition of the Product upon receipt.

3. The Platform reserves the right to reject any return request if the aforementioned conditions are not met or if the Product violates the terms and conditions.

4. Please note that the customer is not entitled to request a product inspection before delivery. In the event of any defect or issue with the product after delivery, the customer has the right to submit a return or exchange request in accordance with the company’s approved Return and Exchange Policy.

 

Third: Replacement Conditions

1. The Consumer has the right to request a replacement Product for another Product available on the Platform within 14 days from the date of receipt, subject to the following conditions:

• The Product to be replaced must be identical to the condition of the original Product upon receipt.

• The new Product must be available in stock.

• Any price differences between the two Products must be clear to the Consumer before the replacement process is completed.

2. If the Product is replaced with a Product of lower value, the Platform has the right to deduct the difference from the Consumer's balance or adjust the refund amount according to the original payment method.

3. If the Product is replaced with a Product of higher value, the Consumer is obligated to pay the difference according to the payment mechanism approved on the Platform before completing the replacement process.

 

Fourth: Exceptions in Which Returns or Exchanges Are Prohibited

Returns or exchanges are prohibited in the following cases:

1. If the Product has been used in any way that alters its condition from its original state.

2. If the Product was prepared to the Consumer's request or customized to their personal specifications.

3. If any of the safety conditions or protection marks placed on the Product have been violated.

4. If the nature, characteristics, or packaging of the Product prevents the Product from being returned to its original condition upon contracting.

5. Perishable consumer goods.

6. If the Product is not in the same condition as it was received by the Consumer due to use or damage.

7. Books, newspapers, magazines, software, and the like.

8. Jewelry and similar items.

9. Underwear and wedding dresses if their packaging has been removed.

 

Fifth: Processing Returns and Refunds

1. Receiving and Processing the Returned Product

After the Product is received by the Platform or the authorized shipping company, it is inspected to ensure it meets the return conditions. This may take up to 7 business days.

The Consumer may be contacted to verify any damage or defect before issuing a refund or approving a replacement.

The Platform reserves the right to request additional information or collect and inspect the Product to ensure it meets the conditions before issuing a refund or replacement.

The Platform reserves the right to deduct any shipping costs or additional fees in accordance with the stated conditions, unless the return was a result of an error by the Platform or the Supplier.

2. Issuing Refunds

Once the return request is approved, the refund will be issued according to the original payment method used for the purchase.

The amount may take 5 to 7 business days from the date of approval to appear on the payment card statement, or it will appear immediately upon transfer to the Platform balance if internal payment methods are used.

3. Exchanges When the Product Is Not Available

If the same Product is not available in stock, a full refund will be issued instead of a replacement.

Some Products may be eligible for exchange only, and product availability must be verified before submitting an exchange request.

 

Sixth: Preventing Abuse

1. The Platform reserves the right to take appropriate legal action if abuse of the Return Policy is found, including:

• Excessive or repeated returns.

• Returning products not in their original condition.

• Providing misleading product information.

2. In these cases, the Platform has the right to suspend the account, limit the ability to return or exchange, or terminate the account if necessary.