Refund and Returns Policy

1. Returns Within 14 Days

Subject to the exceptions described below, you may request to return or exchange an eligible product within 14 days from the date you receive it, without having to provide a reason.

To qualify for a return, the product should, where applicable:

• Be in the same condition in which it was received;

• Be unused and undamaged;

• Include its original packaging, labels, seals, accessories, and accompanying items; and

• Include proof of purchase or your order number.

Where Egyptian law provides you with a statutory right of return, the return will be handled without additional cost to you as required by applicable law.

2. Personal Care, Cosmetic and Hygiene Products

Because we sell skincare, hair care, body care, oils, herbal products, cosmetics, and similar personal-care products, some products may not be eligible for return after they have been opened or used.

A return or exchange may not be available where the nature of the product, its characteristics, or its packaging means that it cannot reasonably be returned to the condition it was in at the time of purchase.

This may include products where:

• A hygiene or protective seal has been removed;

• The product has been opened, used, tested, or partially consumed;

• The packaging has been damaged in a way that prevents the product from being resold safely;

• The product has been contaminated after delivery; or

• Returning the product would create a health or hygiene concern.

These restrictions do not affect your rights where a product is defective, damaged, incorrectly supplied, or otherwise covered by applicable consumer-protection law.

3. Products That Cannot Be Returned

Subject to applicable law, we may be unable to accept a return where:

• The product is not in the condition in which it was sold because of an action by the customer;

• The product has been opened or used and cannot reasonably or hygienically be restored to its original condition;

• The product is perishable or capable of deteriorating rapidly;

• The product was specially made or customized according to specifications requested by the customer and conforms to those specifications; or

• Another exception permitted by applicable consumer-protection law applies.

If you are unsure whether a product can be returned, please contact us before opening or using it.

4. Defective or Damaged Products

If a product is defective, damaged, or does not conform to what you ordered, please contact us as soon as possible.

Under applicable Egyptian consumer-protection requirements, you may have the right to request an exchange or return of a defective product within 30 days from the date you receive it.

When contacting us, please provide:

• Your name;

• Order number;

• The name of the affected product;

• A description of the defect or problem; and

• Photos or videos showing the problem, where reasonably possible.

Where a product qualifies as defective under applicable law, we will arrange the appropriate replacement or refund without additional cost to you.

Where you request a qualifying refund for a defective product, we will process it within the period required by applicable law.

5. Incorrect Products

If you receive a product different from the one you ordered, please contact us promptly.

Please keep the product unused and in its original packaging where reasonably possible.

Once the issue is confirmed, we will arrange for the incorrect product to be returned and will provide the correct product or a refund, as applicable, without additional cost to you.

6. Products Damaged During Delivery

Please inspect your order when it arrives.

If the package or product appears damaged during delivery, contact us as soon as reasonably possible and provide photographs of:

• The shipping package;

• The damaged product;

• The product label; and

• Any visible damage.

This helps us investigate the issue with the delivery provider and resolve your request more quickly.

7. How to Request a Return or Exchange

To start a return, refund, or exchange request, contact:

Hara / Dahab Health Care

Email: [email protected]
Telephone: +20 155 10 55 067
Order number: Please include this in your request.

Please do not send a product back without contacting us first, as we may need to provide return instructions or arrange collection.

Once we receive your request, we will provide instructions on how the return will be handled.

8. Return Inspection

Returned products may be inspected to confirm:

• The identity of the product;

• Its condition;

• Whether it has been opened or used;

• Whether all components and packaging are included; and

• Whether the return falls within an applicable legal right or our returns policy.

An inspection will not reduce or remove any mandatory consumer rights available to you under applicable law.

9. Refunds

Once a return has been approved and the returned product has been received where a physical return is required, we will process the applicable refund.

For qualifying defective-product refunds, refunds will be issued within the period required by applicable Egyptian law.

Refunds will normally be made using the same payment method used for the original purchase, unless another method is required or agreed in accordance with applicable law.

The time it takes for the refunded amount to appear in your account may also depend on your bank, card issuer, mobile-wallet provider, or payment service provider.

10. Cash on Delivery Orders

If your order was paid using Cash on Delivery and a refund is approved, please contact us so that we can provide the appropriate refund process.

We may request information reasonably necessary to issue the refund securely.

We will never ask you to provide account passwords, PIN numbers, or one-time authentication codes.

11. Exchanges

Where an exchange is available, it is subject to product availability.

If the requested replacement product is unavailable, we may offer a refund or another solution consistent with your rights under applicable law.

If an exchange is requested because the original product was defective, damaged, or incorrectly supplied, you will not be charged additional costs where applicable law requires this.

12. Promotional and Discounted Products

Products purchased during a promotion or with a discount remain subject to applicable consumer-protection rights.

Where a refund is due, the refund will generally be based on the amount actually paid for the returned product, rather than its original or later selling price.

If a promotion involved multiple products, bundles, gifts, or minimum purchase requirements, the refund may be adjusted to reflect the terms of the promotion, provided this does not reduce your mandatory statutory rights.

13. Gifts and Bundles

If a product was sold as part of a set or bundle, we may require the complete set to be returned where reasonably necessary to process a full refund.

Any promotional gift supplied as part of a qualifying purchase may also need to be returned if the original purchase is returned in full.

This section does not limit your legal rights regarding defective individual products.

14. Order Cancellations

If you wish to cancel an order before it has been shipped, please contact us as soon as possible.

We will try to cancel the order before dispatch.

If the order has already been shipped or delivered, it may need to be handled as a return under this policy and applicable consumer-protection law.

15. Refused or Undeliverable Orders

If an order cannot be delivered because incorrect delivery information was provided, repeated delivery attempts were unsuccessful, or the customer refused delivery without exercising an applicable statutory right, we may contact you to arrange redelivery or another appropriate solution.

Any charges in these circumstances will be handled in accordance with applicable law and the circumstances of the order.

16. Your Consumer Rights

This Refund and Returns Policy is intended to operate consistently with Egyptian Consumer Protection Law No. 181 of 2018 and other applicable laws and regulations.

As applicable, consumer rights may include:

• Returning or exchanging eligible products within 14 days of receipt, subject to statutory exceptions;

• Returning or exchanging defective products within 30 days of receipt;

• Receiving a refund or replacement for qualifying defective products without additional cost; and

• Submitting a complaint to the Egyptian Consumer Protection Agency where a dispute cannot be resolved directly with the seller.

Nothing in this policy is intended to waive or restrict any mandatory consumer right.