Exchange, return and refund policy

Fourteen-day return right

Subject to the exceptions permitted by Egyptian law, a consumer may exchange or return a product and recover its value without giving a reason or bearing additional expense within 14 days after receipt.

Thirty-day defective-product right

If a product is defective, does not match the agreed specifications or is not fit for its stated purpose, the consumer may request exchange or return within 30 days after receipt. At the consumer’s request, the seller must exchange it or refund its value without additional cost. The refund is made using the original payment method within one week after the consumer asks the supplier for the remedy, as stated by the Egyptian Consumer Protection Agency.

Cosmetics and lawful exceptions

A no-reason return may be unavailable where the product’s nature, characteristics or sealed packaging make return impossible, where it cannot be restored to its original condition, or another statutory exception applies. For health and hygiene, do not open or use a cosmetic you may wish to return. This does not remove rights for a defective, unsafe, misdescribed, counterfeit, expired or incorrect product.

How to request a return

1. Contact NOUR with the order number, item, reason and requested remedy.
2. For damage, defect or error, include clear photographs where reasonably possible; do not send sensitive images.
3. Keep the product, packaging, labels, accessories and invoice or receipt.
4. NOUR will provide a reference number and collection or return instructions.

Refunds

Approved refunds will go to the original payment method unless the customer lawfully agrees otherwise. NOUR will not impose a fee for a defective, unsafe, misdescribed or incorrect product. Any timing affected by a bank or wallet provider will be explained without delaying NOUR’s own legal obligation.

Product safety and recalls

Stop using a product associated with a safety concern. NOUR will investigate, notify the competent authorities when required, warn affected customers and provide the legally required repair, replacement or refund remedy without additional cost.