Return and Refund Policy
You have 14 days from the date you receive your order to request a return or exchange.
Return conditions
- The product is still sealed in its original cellophane and has not been opened or used.
- The bottle and box are in their original condition, with no damage, scratches or removed labels.
- You have the invoice or your order number.
Perfumes that have been opened, used or unsealed cannot be returned or exchanged, for hygiene reasons and because they cannot be resold.
Damaged, missing or wrong items
If your product arrives broken, incomplete or different from what you ordered, contact us within 48 hours of delivery with a photo or video of the product and the parcel. In this case we cover the full cost of the return and re-delivery, and we replace the item or refund you, whichever you prefer.
How to request a return
- Contact us on WhatsApp at +20 155 520 4158 or by email at info@elsondosperfumes.com with your order number and the reason for the return.
- We review the request and reply within one business day.
- We arrange a courier pickup from your address, or you can hand the item in at one of our branches in Cairo or Tanta.
- Once the item arrives and passes inspection, we confirm the return.
Return shipping
If you are returning because you changed your mind, the return shipping fee is deducted from your refund. If the return is due to a defect or an error on our side, we pay the shipping.
Refunds
After inspection and approval, the refund is sent within 7 business days:
- Cash on delivery orders: InstaPay transfer to the number you provide.
- InstaPay orders: transfer back to the same account you paid from.
The refund covers the product price only. The original shipping fee is not refunded unless the error was ours.
Exchanges
You can exchange a product for another under the same conditions. If the new product costs more, you pay the difference; if it costs less, we refund the difference the same way.
Cancellations
You can cancel an order free of charge at any time before it ships. After shipping, a cancellation is handled as a normal return.
Sale items
Discounted and promotional products follow the same return conditions unless stated otherwise on the offer page.