Refund policy

At Cairo Cozies, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're happy to assist you while ensuring a fair and secure shopping experience for all customers.

1. Return & Exchange Eligibility

In accordance with the Egyptian Consumer Protection Law, customers may request a return or exchange within 14 calendar days from the date of delivery, provided that:

  • The item is unused, unworn, and unwashed.

  • All original tags, labels, and packaging are attached and intact.

  • The item is free from perfume, deodorant, makeup, stains, smoke, pet hair, or any other signs of use.

  • The item is returned in the same condition in which it was received.

Items that do not meet these conditions may be declined and returned to the customer.

2. Size Exchange Guarantee

We understand that selecting the correct size online can sometimes be difficult.

That's why Cairo Cozies offers one complimentary size exchange per order, subject to stock availability.

The customer only pays the shipping fees for the exchange.

If the requested size is unavailable, the customer may choose:

  • Another available size or color (if available).

  • Another product of equal value.

  • Pay the difference for a higher-priced item.

  • Receive a refund where required by applicable law.

3. Items That Cannot Be Returned

For hygiene and quality assurance reasons, we cannot accept returns or exchanges for:

  • Items that have been worn or washed.

  • Items with missing tags or original packaging.

  • Items with perfume, deodorant, makeup, stains, odors, smoke, or pet hair.

  • Items altered after delivery.

  • Gift Cards.

  • Clearance, Final Sale, or promotional products marked as non-returnable.

  • Intimate garments (if sold) once their protective packaging or hygiene seal has been opened, in accordance with Egyptian Consumer Protection Law.

4. Defective, Damaged or Incorrect Orders

If you receive:

  • A defective product

  • A damaged product

  • The wrong item

  • A missing item

Please contact us within 30 days of delivery.

After verification, Cairo Cozies will provide one of the following at no additional cost:

  • Replacement

  • Exchange

  • Full refund

5. Unboxing Video (Recommended)

To protect both our customers and our business, we strongly recommend recording a continuous unboxing video from the moment the package is opened until all items are fully visible.

While an unboxing video is not mandatory, it helps us verify claims involving:

  • Missing items

  • Incorrect products

  • Shipping damage

  • Manufacturing defects visible upon arrival

Claims supported by an unboxing video are generally processed much faster.

If no unboxing video is available, Cairo Cozies may request additional photos or information before approving the claim.

6. Return Shipping

If the return is due to:

  • Change of mind

  • Incorrect size ordered by the customer

  • Personal preference

The customer is responsible for the shipping costs associated with the return and exchange.

If the return is due to:

  • Manufacturing defect

  • Wrong item sent

  • Damaged during shipping

Cairo Cozies will cover all shipping expenses.

7. Refunds

Once the returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed using the original payment method whenever possible.

For Cash on Delivery orders, refunds may be issued via:

  • Vodafone Cash

  • Bank Transfer

  • Another mutually agreed payment method

Refunds are generally completed within 5–10 business days after approval.

Shipping charges are non-refundable unless the return is due to our error or a product defect.

8. Quality Inspection

Every returned product undergoes a quality inspection before a refund or exchange is approved.

We reserve the right to refuse returns that:

  • Show signs of use.

  • Are missing accessories or packaging.

  • Have been damaged after delivery.

  • Do not meet the conditions of this policy.

If a returned item is rejected, it will be shipped back to the customer.

9. Fraud Prevention Policy

To ensure fairness for all customers, Cairo Cozies reserves the right to:

  • Request photos or videos before approving any return.

  • Inspect every returned item before issuing a refund.

  • Compare returned items with shipping records and order details.

  • Reject returns where products have been intentionally damaged, substituted, or used.

  • Limit or refuse return requests from accounts demonstrating repeated abuse of the return policy.

These measures help us maintain fair pricing and protect all customers from fraudulent activity.

10. How to Request a Return or Exchange

Please contact our Customer Support with:

  • Order Number

  • Full Name

  • Mobile Number

  • Reason for Return or Exchange

  • Photos of the product (if applicable)

Our team will guide you through the next steps.

11. Your Legal Rights

Nothing in this Return & Exchange Policy limits or excludes any rights granted to consumers under the Egyptian Consumer Protection Law.

Where there is any conflict between this policy and applicable law, the provisions of the law shall prevail.