Online Store Return Policy in Egypt: Law, Template, Steps

An online store return policy in Egypt is a short, visible page that tells customers how many days they have to return or exchange an item, what condition it must be in, who pays shipping, and how and when they get their money back. Egypt's Consumer Protection Law No. 181 of 2018 gives consumers a 14-day window to exchange or return goods in their original condition, so a compliant policy starts from that floor, never below it.

The short version: state the window (at least what the law gives), the condition you accept items in, any exclusions, who pays shipping in each case, and how refunds are paid. Show the policy before checkout, not after delivery, and repeat it when you confirm the order. Clear rules cut disputes, complaints and refused parcels, and they make new customers comfortable buying from a store they have never heard of.

This guide belongs to our pillar on how to start an online store in Egypt. It is written for merchants whose orders are mostly cash on delivery.

What Egyptian law says about returns

The points below come from a published summary of Egypt's Consumer Protection Law No. 181 of 2018 by the law firm Riad & Riad:

• 14 days, no reason needed. Consumers may exchange or get a refund within 14 days of purchase, provided the product is in its original condition.
• 30 days for faulty goods. If an item is defective or does not match its specification, the window extends to 30 days.
• Distance selling has its own rules. For online purchases, the summary says the refund period runs from the day the customer receives the item, not the day they ordered it.
• Warranty on durable goods. Suppliers must warrant durable goods for at least two years.

When a customer escalates, the competent body is the Consumer Protection Agency, whose site explains how complaints are filed. How complaints work from the buyer's side, and how merchants avoid them, is covered in online store complaints and verification.

A caveat that matters: this is a plain-language summary, not legal advice. The law and its executive regulations contain details and exceptions that depend on what you sell. If your products are unusual, have a lawyer review your final wording.

The seven clauses every return policy needs

Clause	What to write	Why it matters
Time window	Number of days and when the clock starts (on delivery)	The question customers ask first
Item condition	Unused, original packaging, tags attached	Protects you from worn or opened items
Exclusions	Items that cannot be resold once opened	Settles arguments before they start
Shipping cost	Who pays for faulty items vs change of mind	The most common source of friction
How to request	Channel, order number, photos	Saves your support team hours
Refund method and timing	Wallet, bank transfer or original method, and how many days	Customers relax when they know
Exchanges	Different size or colour; refund if out of stock	Keeps revenue in the store

Typical exclusions, used with care

Merchants commonly exclude opened personal-care products, underwear, made-to-order items and perishable food. Before you exclude anything, confirm the exclusion is permitted for your product category. A policy cannot take away a right the law gives the consumer, and a clause that tries to will not protect you in a dispute.

A return and exchange policy template

Copy this and replace everything in brackets. Keep the tone friendly and direct.

1. Window: You can request an exchange or a refund within [14] days of receiving your order.
2. Condition: Items must be unused, in their original packaging, with tags attached and the order number or invoice.
3. Non-returnable items: [List them, after checking they are permitted for your category.]
4. Faulty or wrong items: We cover all shipping costs and will exchange the item or refund you in full.
5. Change of mind: [The customer pays return shipping / we cover it.] Say which, plainly.
6. How to request: Send your order number and a photo of the item to [WhatsApp number or contact channel]. We reply within [one working day].
7. Refunds: Once the item reaches us and passes inspection, we refund you within [X] days via [wallet / bank transfer / original payment method].

Write it in the language your customers actually use. In Egypt that usually means a clear Arabic version first, with English for stores that sell to expats or tourists. Test it on a friend who is not in retail: if they can answer "what do I do if the size is wrong?" from the page alone, the wording works.

Returns vs refused deliveries under cash on delivery

Cash on delivery creates two situations that merchants often blur together:

Situation	When it happens	What fixes it
Refused delivery	The customer turns the courier away and never pays	Confirmation, honest photos and sizing before you ship
Post-delivery return	The customer paid, received the item, then wants to send it back	Your return policy and a fast, fair process

A refused delivery is not a return. You lose shipping both ways and the customer never paid, so the cure sits upstream: confirmation calls, accurate product pages and clear sizing. The tactics are in cash on delivery in Egypt: best practices, and how to make product pages honest and persuasive at once is in our product page conversion guide.

Some merchants let customers inspect the item in front of the courier before paying. If you do, write it into the policy and agree it with your courier first, because it tends to move problems from "after delivery" to "at the door", where they are cheaper to solve.

Six steps to run returns without bleeding margin

1. Show the policy in three places. A footer link on every page, one line next to the order button, and a reminder in your order confirmation message.
2. Confirm before you ship. Re-check size, colour and address. Most "wrong item" returns start with an unconfirmed order.
3. Photograph before packing. A quick photo of the item in good condition settles most "it arrived damaged" disputes.
4. Log the reason for every return. Size, defect, not as pictured, change of mind. The reason that repeats tells you what to fix: a size chart, a photo, a supplier.
5. Answer the same day. Customers who get a fast, polite reply rarely escalate to a formal complaint. Plan for this before sale seasons; see our White Friday prep plan for Egyptian stores.
6. Price returns in. Returns are a real cost per order. The method for building them into your margin is in COD order profit in Egypt.

Mistakes that turn a policy against you

• "No returns, no exchanges." It conflicts with the consumer's legal right and scares off first-time buyers.
• A hidden policy. If customers discover the rules only after delivery, they feel misled, and they say so publicly.
• Vague promises. "Returns accepted case by case" answers nothing. Write numbers and conditions.
• Slow refunds. Promising five days and paying in fifteen is the fastest route to a formal complaint.
• One rule for every product without thought. Perishables, cosmetics and T-shirts need different handling, so spell out the differences.

Running your return policy on Baseet

Baseet will not write your policy for you, but it handles the operational side around it. According to the Baseet website, WhatsApp automation sends order confirmations and shipping status updates, so customers always know where their parcel is. Shipping connects to couriers including Bosta, Mylerz and J&T, and checkout supports cash, Fawry, Paymob and Tabby. You can start free with no credit card and set up your pages and products before opening to customers.

FAQ

Does Egyptian law require me to accept returns?

According to the summary of Consumer Protection Law No. 181 of 2018, consumers may exchange or return goods within 14 days if the item is in its original condition, and within 30 days if it is defective. Your policy cannot remove that right. Ask a lawyer if your products are a special case.

Who pays shipping on a return?

For faulty or wrong items, the merchant normally covers shipping both ways. For change-of-mind returns you can decide who pays the return leg, as long as the rule is written and visible before the customer orders.

How do I refund a customer who paid cash on delivery?

Choose a method in advance, such as a mobile wallet or bank transfer, and state the timeline after the item reaches you and is checked. Get the customer's details in writing and keep proof of every transfer.

Where should the return policy appear in my store?

On its own page linked from the footer, as a short line next to the order button on product pages, and as a reminder in the order confirmation message. The goal is that customers see it before they buy.

Is a refused COD delivery the same as a return?

No. A refusal happens before payment and the parcel goes back with the courier. You fix refusals with confirmation and accurate product pages, not with your return policy.

Written by Sara Mahmoud, E-commerce Strategist at Baseet. Last updated: 13 October 2026. This article is general information, not legal advice; for your situation, consult a lawyer.

Set up your store and its policies before the first order: start on Baseet for free.