E-SHARY Return, Exchange & Refund Policy
Multi-Category E-Commerce Marketplace — Arab Republic of Egypt
Last Updated: August 2026
PART TWO — RETURN, EXCHANGE & REFUND POLICY
1. Overview & Legal Basis
This policy applies to all purchases made through E-SHARY and is drafted in accordance with Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations. Nothing in this policy reduces any right granted to consumers by law; where the law grants a broader right, the law prevails.
- 1.1 14-Day Right: Return or exchange any eligible product within 14 days of delivery without giving reasons (right of withdrawal), subject to the condition requirements below.
- 1.2 30-Day Defect Right: Return or exchange any product within 30 days of delivery if it has a manufacturing defect or does not conform to its advertised specifications.
- 1.3 Immediate Issues: Report wrong, incomplete, or damaged-on-arrival deliveries as soon as possible, ideally within 48 hours of receipt, for the fastest resolution.
2. General Return Conditions (14-Day Change of Mind)
- 2.1 The product must be unused, in its original condition, with the original packaging unopened or intact, including all accessories, manuals, tags, free gifts, and bundled items.
- 2.2 The original invoice or order number must accompany the return.
- 2.3 Products showing signs of use, installation, washing, alteration, or missing parts/accessories may be rejected after inspection and returned to the Customer.
- 2.4 If a promotional free gift or bundle item was received with the order, it must be returned together with the main product; otherwise its value may be deducted from the refund.
3. Category-Specific Return Rules
Because E-SHARY sells across all categories, the following rules apply per category. Where a rule below is stricter than the general rule, the category rule applies to change-of-mind returns only — the 30-day defect right always applies to all categories.
| Category | Change-of-Mind Window & Conditions |
|---|---|
| Electronics & Small Appliances | 14 days — unopened box, or opened but unused with all accessories, seals, and serial numbers intact. |
| Mobile Phones, Tablets & Laptops | 14 days — device must be sealed/unactivated. Once activated, returns are accepted only for defects (through E-SHARY or the authorized service center per the warranty card). |
| Large Appliances & Furniture | 14 days — uninstalled and unused, in original packaging. Inspect on delivery where possible; installation by a non-authorized technician may void the return and warranty. |
| Fashion, Shoes & Bags | 14 days — unworn, unwashed, with all tags and labels attached, in original packaging. Try-on indoors only. |
| Underwear, Lingerie, Swimwear & Socks | Non-returnable for hygiene reasons, unless defective or wrong item delivered. |
| Beauty, Fragrances & Personal Care | 14 days only if sealed and unopened. Opened hygiene/cosmetic products are non-returnable unless defective. |
| Groceries & Perishables | Non-returnable. Damaged, expired, or wrong items must be reported within 24 hours of delivery for refund or replacement. |
| Baby Products (feeding, hygiene, formula) | Sealed items: 14 days. Opened feeding/hygiene items and formula are non-returnable unless defective. |
| Books, Software, Games & Media | 14 days if sealed. Non-returnable once the seal/shrink-wrap is opened, or for digital codes once revealed. |
| Jewelry & Watches | 14 days — unworn, with tags, certificates, and protective seals intact. |
| Health & Medical Devices | 14 days if sealed. Opened personal medical devices (e.g., thermometers, nebulizer masks) are non-returnable unless defective. |
| Toys, Sports & Outdoor | 14 days — unused, in original packaging with all parts. |
| Home, Kitchen & Tools | 14 days — unused, in original packaging with all parts and accessories. |
| Automotive Parts & Accessories | 14 days — uninstalled and unused. Electrical parts, fluids, and special-order parts are non-returnable once opened/installed unless defective. |
| Custom-Made / Personalized Products | Non-returnable unless defective or non-conforming to the approved customization. |
| Digital Products, Vouchers & Top-Ups | Non-returnable once the code is delivered or revealed, unless the code is invalid. |
4. Non-Returnable Items (Summary)
In line with the Consumer Protection Law, the 14-day change-of-mind right does not apply to: custom-made or personalized products; underwear and hygiene-sensitive items; perishable goods; products whose nature prevents return once opened; unsealed books, software, games, and media; revealed digital codes; and items explicitly marked "non-returnable" on the Product page. The 30-day defect right and manufacturer warranties remain fully applicable to all of these items.
5. How to Request a Return (Step by Step)
- 5.1 Submit the request: Log in to your E-SHARY account and open "My Orders", or contact customer service by hotline or WhatsApp.
- 5.2 Describe the issue: Select the item(s), choose the reason (change of mind / defective / wrong item / damaged), and add photos or a short video for defect and damage claims — this speeds up approval significantly.
- 5.3 Choose the return method: Select courier pickup from your address (available in most areas) or drop-off at an authorized point where offered.
- 5.4 Prepare the package: Pack the item securely in its original packaging with all accessories, tags, gifts, and the invoice. For electronics, remove personal data, accounts, and passwords — E-SHARY is not responsible for data left on returned devices.
- 5.5 Hand over & inspection: The courier collects the item, and it undergoes a quality inspection within 2–3 business days of arrival at our facility.
- 5.6 Resolution: Once approved, your refund or exchange is processed according to the timelines in Section 7, and you are notified by SMS/e-mail at every stage.
6. Return Shipping Costs
| Return Reason | Who Bears Return Shipping |
|---|---|
| Defective / manufacturing fault | E-SHARY / Seller — free pickup, full refund including original delivery fees. |
| Wrong item, wrong size sent, or missing parts (our/Seller error) | E-SHARY / Seller — free pickup and free redelivery of the correct item. |
| Damaged on arrival | E-SHARY / Seller — free pickup, full refund or free replacement. |
| Not as advertised / not conforming to specifications | E-SHARY / Seller — free pickup, full refund including original delivery fees. |
| Change of mind (14-day withdrawal) | Free pickup as a standard service; where a return fee applies to specific bulky categories, it is disclosed on the Product page before purchase. Original delivery fees for change-of-mind returns are refundable only where required by law or stated in the promotion. |
7. Refund Methods & Timelines
| Original Payment Method | Refund Method & Timeline (after return approval) |
|---|---|
| Credit / Debit Card (Visa, Mastercard, Meeza) | Refund to the same card within 7–14 business days, depending on the issuing bank. |
| E-Wallets (Vodafone Cash, Orange Cash, etc.) | Refund to the same wallet within 3–7 business days. |
| Fawry | Refund via e-wallet, bank transfer, or E-SHARY store credit within 7–14 business days. |
| Cash on Delivery (COD) | Refund via e-wallet, bank transfer (IBAN required), or instant E-SHARY store credit — Customer's choice — within 7–14 business days for wallet/bank. |
| Installments / BNPL (banks, ValU, etc.) | Refund processed to the finance provider; the provider settles or reverses installments per its own terms and timelines. |
| E-SHARY Store Credit / Gift Card | Re-credited to your account within 24–48 hours. |
Refunds cover the product price and VAT. Original delivery fees and COD fees are refunded in full when the return is due to a defect, damage, non-conformity, or an error by E-SHARY or the Seller. Refund timelines start after inspection approval, not from the pickup date.
Platform-Initiated Refunds
- 7.1 To protect Customers, E-SHARY may issue a refund without the Seller’s prior approval (“platform-initiated refund”) in cases including: confirmed non-delivery after the promised timeline; a Product materially different from its listing; a substantiated safety issue or recall; Seller non-response to a return request within 3 business days; or a decision issued by the Consumer Protection Agency or a competent authority.
- 7.2 Platform-initiated refunds are charged back to the responsible Seller’s balance together with applicable fees. Sellers may dispute the decision within 7 days through Seller Support with supporting evidence; substantiated disputes are re-credited.
8. Exchanges
- 8.1 Exchanges (e.g., a different size or color) are available for eligible categories within the 14-day window, subject to stock availability.
- 8.2 If the replacement item has a different price, the difference is charged or refunded using the original payment method or store credit.
- 8.3 If the requested replacement is out of stock, the exchange is converted into a standard return and refund.
- 8.4 Only one exchange per item is allowed; a subsequent request on the same item is processed as a return.
9. Wrong, Missing, or Damaged-on-Arrival Deliveries
- 9.1 If your parcel arrives visibly damaged, you may refuse receipt and note the damage with the courier — the Order will be refunded or replaced free of charge.
- 9.2 If damage, a missing item, or a wrong item is discovered after opening, report it through the website, app, or customer service, ideally within 48 hours, with photos of the item, packaging, and shipping label.
- 9.3 Verified claims are resolved with a free replacement or a full refund, including all fees, at the Customer's choice.
10. Warranty Claims After the Return Window
- 10.1 After the 30-day defect window, products remain covered by any manufacturer's or authorized agent's warranty stated on the Product page or warranty card.
- 10.2 Warranty service is provided through the authorized service centers listed on the warranty card; E-SHARY customer service can help direct you to the correct center and follow up on Seller-backed warranties.
- 10.3 Warranties do not cover damage from misuse, unauthorized repair or modification, electrical surges outside stated tolerances, or normal wear and tear, per the warranty terms.
11. Fair Use of the Return Policy
The return policy exists to protect genuine consumers. E-SHARY may investigate and restrict accounts that show patterns of abuse — such as excessive return rates inconsistent with normal use, returning used or swapped items, false defect claims, or wardrobing (using products then returning them). In verified abuse cases, E-SHARY may reject the return, disable COD, limit the account to store-credit refunds, or close the account, while always preserving the Customer's non-waivable statutory rights.
12. Complaints & Escalation
- 12.1 First level — E-SHARY Customer Service: WhatsApp / phone 01090555110, e-mail complaint@e-shary.com. We aim to respond to return-related complaints within 48 hours.
- 12.2 Second level — Escalation: If you are not satisfied with the resolution, you may request escalation to a supervisor and receive a complaint reference number.
- 12.3 Legal channel — Consumer Protection Agency: You may at any time file a complaint with the Egyptian Consumer Protection Agency (hotline 19588), which has jurisdiction over consumer disputes under Law No. 181 of 2018.