Returns & Refund Policy

We want you to order with confidence. This page explains exactly what can be returned, what cannot and why, how your money comes back to you, and how long it takes. It applies to orders delivered inside Egypt.

Return window: 14 days from delivery

You have 14 days from the date you receive your order to request a return. We count from the delivery date recorded against your order, not from the date you placed it.

If the problem is with the product itself — damage, a fault, or an expiry issue — contact us even if the 14 days have passed. Those cases are handled differently and are covered below.

How to start a return

1. Email us at support@asliplus.com during our hours: Saturday–Thursday, 10am–6pm (Cairo time).
2. Quote your order number, the items you want to return, and the reason for each item.
3. Attach clear photos of the item and its packaging — requests about a damaged or incorrect item are not accepted without photos.
4. Our team investigates the request and verifies the details against your order record — approval is not automatic — and once approved we send our courier to collect the item from you, or agree a different arrangement with you if that is not practical.

Please do not send anything back yourself before the request is approved — we arrange the pickup with you directly once the review is complete.

We log every return with a clear reason and a documented decision from our review team, and we keep you informed at each step.

What can be returned

• Items that are unopened, with the original seal intact.
• Items in original condition, with their outer packaging, labels, and any bundled gifts.
• Requested within 14 days of delivery, quoting your order number.
• Your account has not recently logged an unusual number of change-of-mind returns (see "Preventing return abuse" below).

What cannot be returned, and why

We cannot accept returns of cosmetics and personal-care products once the pack has been opened or the seal broken, even if used only once. The same applies to items restricted for hygiene reasons — anything that touches the skin or mouth, or is used personally.

The reason is simple: an opened product never goes back into stock. We write it off and record the write-off, and it is never resold to anyone. That is the same rule that guarantees every item reaching you is sealed and untouched. We cannot give you that guarantee and resell opened goods at the same time — we chose to protect your safety.

We know this can be frustrating at times, so we work hard to describe each product, its size, and its ingredients accurately before you buy. If you are torn between two options, contact us before ordering and we will help you choose.

If the pack is open because the item arrived damaged, faulty, or was not what you ordered, that is not a change-of-mind return — see the next section.

Damaged, incorrect, or missing items

This path is broader and easier, and the seal rule does not apply to it:

• Inspect your parcel on delivery, with the courier present where possible, and check the item count and the condition of each pack.
• Photograph the outer parcel, the item itself, and the label with its batch number and expiry date, within 48 hours of delivery and before any use. Late or unclear photos may result in the request being declined.
• Contact us as soon as you can at support@asliplus.com with your order number and the photos.
• Choose what suits you: a replacement, a refund (paid back according to how you paid — see the refunds table below), or store credit.

We verify every claim against the delivery record and batch number before approving it. In approved cases our courier collects the item from you at no cost, and we refund the delivery fee attributable to the faulty item.

Expiry and how stock is picked

Every unit we hold carries a batch number and an expiry date, and we always ship first-expired-first-out: the sellable units closest to their expiry date leave the warehouse first. You will not receive an expired product.

If something does arrive expired, or so close to expiry that you cannot reasonably use it, treat it as a faulty item and contact us directly. See also how to verify your product is authentic.

How refunds are paid

Store credit is a balance held on your account against your phone number. It appears at checkout and can be used in full or in part on any later order, with no extra steps. Because cash-on-delivery orders are paid in cash to the courier and we hold no card or bank details for them, store credit is the direct and immediate way to return that value to you.

If the return is due to a fault, damage, or our error and store credit does not suit you, contact us and we will look for a suitable alternative with you.

When you get your money

• We begin the refund once the returned item reaches us, is inspected, and is approved.
• Store credit appears in your account as soon as the refund is approved, and can be used right away.
• We send the card refund to the payment provider as soon as it is approved, but when the amount appears on your statement depends on your bank and its processing time, which is outside our control.

Who collects the item, and who pays for it

Either way, our courier collects the item from you once the return is approved — you never need to ship anything yourself. The cost depends on the reason:

Delivery fees and the cash-on-delivery fee

• Delivery fees are set per governorate and shown in full before you confirm your order. There is no free-shipping threshold at present.
• Cash on delivery carries a fee, currently 15 EGP, shown in your order summary before you confirm.
• On a change-of-mind return: we refund the value of the returned items. The delivery fee and the cash-on-delivery fee cover services already performed and are not refunded.
• On a return due to a fault, damage, or our error: we refund the item's value and its delivery fee, and if the whole order consisted of the faulty item we refund the cash-on-delivery fee as well.
• Displayed prices include 14% VAT, and every amount refunded includes its share of the tax. Every order is issued a valid Egyptian Tax Authority electronic receipt, and every refund is documented with the matching records.

Refused or failed delivery

If you refuse the parcel, or delivery fails and the parcel comes back to us:

• Sellable units are restored to stock under their batch numbers and expiry dates.
• On cash-on-delivery orders nothing is collected from you, and the order value is reconciled in our records against the courier's remittance.
• If the order was paid by card, we refund the original card once the parcel reaches us and is inspected.

If you cannot receive a delivery at the scheduled time, email us at support@asliplus.com to reschedule rather than refusing the parcel — it is faster for both of us.

Preventing return abuse

Not every return request is approved automatically. Our team reviews each request individually and checks the photos and details against your order record before approving it.

For claims like "item never arrived" or "item damaged," we may ask for additional evidence — such as an unboxing video or extra confirmation from the courier — before approving, especially if similar claims have come from the same account or address before.

Accounts that show a repeated pattern of returns, refused deliveries, or claims that don't match our records may be subject to additional review, restricted to prepayment only (no cash on delivery), or have future orders declined — without affecting your right to any genuine, documented claim.

We reserve the right to decline a return or refund where we reasonably suspect misuse or fraud, while fully preserving your rights under the Egyptian Consumer Protection Law for genuine claims.

Your Consumer Protection Law rights

This policy does not reduce your rights under the Egyptian Consumer Protection Law, which we honour in full. The statutory exemptions for opened goods and products restricted for hygiene reasons continue to apply as the law provides.

If you are not happy with a decision

Email us first at support@asliplus.com, quoting your order number and return reference; we will review the decision and reply to you in writing. If the matter is still unresolved to your satisfaction, you retain the right to complain to Egypt's Consumer Protection Agency. This store is operated by Asliplus.

For general questions see the FAQ, for the full terms of sale see the Terms & Conditions, and to reach us see Contact Us.