We aim to handle exchanges, returns, and refunds fairly and transparently. Nothing in this policy limits consumers' mandatory rights under applicable Egyptian law.
1. Returns or exchanges without stating a reason
According to general guidance published by Egypt's Consumer Protection Agency, consumers generally have a 14-day period from receipt to request a return or exchange without giving a reason or bearing costs for eligible returns, subject to statutory exceptions based on the nature, condition, or packaging of the goods. Cosmetics are not automatically excluded as a whole category; eligibility is assessed against the applicable law and the item's circumstances.
2. Faulty or non-conforming goods
Faulty or non-conforming products are covered by applicable consumer protections, including the general 30-day period from receipt identified in Egyptian Consumer Protection Agency guidance for defective goods. Please report the issue and share useful details, without prejudice to your statutory rights.
3. Cosmetics and personal-care products
For hygiene and safety reasons, the item's nature, opened packaging, or use may affect return eligibility where a specific legal exception applies. This does not remove statutory remedies for defective or misdescribed products.
4. How to request a return
- Email support@elattarr.com with your order number and the reason for your request, if any.
- Include the product name, delivery date, and photos if the item is damaged or incorrect.
- We will review your request and confirm the applicable next steps and return arrangements when needed.
Please do not send items to an unconfirmed return address.
5. Return and exchange costs
Cost responsibility depends on the reason for the return and applicable legal rights. We do not impose charges inconsistent with mandatory consumer protections, particularly for defective or non-conforming goods.
6. Refund processing
Eligible refunds are sent to the original payment method where possible, or via another lawful, agreed method. Timing may depend on the payment provider. We will communicate the refund status and comply with applicable legal requirements.
7. Canceling an order before dispatch
Contact support@elattarr.com as soon as possible. If the order has already shipped, the applicable delivery and return process and statutory rights will apply.
8. Questions and complaints
Contact support@elattarr.com. Your legal right to raise a consumer complaint remains available if an issue is not resolved.