Return & Refund Policy — Buy Egypt

✅ Article 1: Our Commitment

Your satisfaction is our top priority. If you are not satisfied with your purchase for any reason, we offer an easy and transparent return and exchange process according to the terms outlined below.

📋 Article 2: Return Window & Conditions

2.1 Time Frame

You may request a return within 14 days of the receipt date.

2.2 Acceptance Conditions

Product in its original condition — unused and undamaged by the buyer.
Original packaging is complete and intact with all accessories and manuals.
Order number or purchase receipt is available.
Product is not listed in the exceptions (see Article 4).

🔄 Article 3: Return Request Steps

Step	Description	Channel
1. Submit Request	Go to your account → My Orders → select product → click "Request Return"	Website / App
2. Select Reason	Choose return reason and add photos if applicable (important for damaged items)	Return form
3. Review	Support team reviews the request within 24-48 business hours	SMS + email notification
4. Approval	You receive return instructions and reverse shipping label number	SMS + email
5. Ship Back	Package the product carefully and hand it to the courier or send via Bosta	Door pickup / Bosta branch
6. Refund	After inspecting the returned product, refund is processed	7-14 business days

❌ Article 4: Non-Returnable Products

The following products cannot be returned unless there is a manufacturing defect:

Personal Items: Underwear, swimwear, opened perfumes
Food Products: Food, beverages, and dietary supplements
Digital Products: Activation codes, software, digital subscriptions
Custom-Made Products: Personalized, printed, or engraved items
Used or Damaged Products due to misuse by the buyer

✅ Article 5: Accepted Return Reasons

Reason	Shipping Cost	Refund Timeline
Defective or damaged product upon receipt	Free (on us)	7 business days
Product different from description or photos	Free (on us)	7 business days
Wrong size or color (seller's error)	Free (on us)	7 business days
Incomplete product (missing parts)	Free (on us)	7 business days
Change of mind (no defect)	Buyer's expense	14 business days

💳 Article 6: Refund Process

6.1 Refund Method

Original Payment Method	Refund Method	Timeline
Visa / Mastercard	Refund to the same card	7-14 business days
Vodafone Cash / Etisalat / Orange	Refund to the same wallet	3-7 business days
Fawry	Transfer to wallet or bank account	7-14 business days
Cash on Delivery (COD)	Transfer to wallet or bank account	7-14 business days

6.2 What Is and Isn't Refunded

Product Price: Fully refunded in all accepted cases.
Original Shipping Fees: Refunded only for defects or seller errors.
COD Fee (10 EGP): Non-refundable.
Discount Coupons: Restored to account if the full order is returned.

🔁 Article 7: Exchanges

You may request an exchange instead of a monetary refund.
Exchanges depend on the availability of the replacement product with the seller.
If unavailable, a monetary refund is processed automatically.
Exchanges due to defect or error: at no additional cost.

🔧 Article 8: Defective or Damaged Products Upon Receipt

If you receive a defective or damaged product, follow these steps:

Do not discard the packaging — you will need it as evidence.
Take clear photos of the product, packaging, and damage.
Report within 24 hours of receipt via the order page or email.
We will arrange free pickup from your door.
A full refund or immediate exchange is processed within 7 business days.

⚖️ Article 9: Disputes & Escalation

Step 1: Contact customer service — we commit to responding within 24 hours.
Step 2: Your case is reviewed and a decision is issued within 48 business hours.
Step 3: If the dispute is not resolved within 7 days, you can escalate it via the disputes form.
Step 4: The dispute management team issues a final decision within 14 days.

📧 Article 10: Returns & Exchange Inquiries

Channel	Details
Email	returns@buy.com.eg
Working Hours	Sunday — Thursday, 9 AM — 6 PM