Return and refund policy

You can initiate a return within 14 days of receiving the order.

After the courier has received your item, it can take up to one week for us to receive and process your return. It may take up to two weeks for Marketplace Seller orders. After the return is processed it may take 7 to 10 business days for the refund to show on your payment card statement.

If you request a return and refund for item, the total amount of the order will be refunded as the following:

- The returned product amount will be refunded to your credit in the same online payment method you used to pay for your purchase. If you paid by cash on delivery, we will transfer the refund to your Zurar wallet.

 - The shipping fees will be added to your Zurar wallet

 For example, if your order total was 500 LE+55 LE Shipping, 500 LE will be transferred to you (depending on payment method as previously mentioned) and 55 LE will be added to your account wallet

- In case of returns of damaged or defective products the total amount of the order (including shipping fees) will be refunded to your credit in the same online payment method you used to pay for your purchase.

 Please see below conditions for your return request to be accepted:

  •    Product is still in its original packaging
  •    Product is not damaged
  •   Product label is still attached

You can’t return or exchange products if:

  •       Products that have been used or damaged by you or are not in the same condition as you received them
  •       Any consumable product which has been used or installed
  •       Product sold in sets or combination cannot be returned individually
  •       Products on sale
  •       Free gift(s) are not eligible for return / exchange.
  •      Products that fall under specific categories, including accessories, soiree dresses, swimwear, undergarments, hosiery, underwear, socks, hygiene related and personal care products. 
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Exchange Policy
  • In case you received damaged or wrong item (which means not the same as described on the Site, wrong size or color... etc.). We are responsible for the exchange process without any extra shipping fees. After we verify that item is defective or damaged.
  • If you request an exchange because you changed your mind (like exchanges for a different size or color) you'll have to pay the shipping fees for the new item.

Exchange requests must be approved by the marketplace seller.

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