Refund and exchange policy for an Egyptian online store

Before an Egyptian buyer types their phone number and agrees to pay at the door, they ask one thing: what if the item arrives wrong, broken, or not like the photo?

A refund and exchange policy they understand on the first read removes that fear. Here is the public page they read, and the screen where returns happen.

Four things to write

Buyers do not read long legal pages. One or two lines each.

• The return window. Count days from delivery, not the order date — that is how the customer counts. Seven to 14 days is the expectation: "You have 14 days from the day your order arrives."
• Acceptable condition. Define "unused": tags attached, box sealed, gift returned, seal intact.
• Who pays return shipping. Faulty or wrong item, you pay. Changed their mind, say so, give your fee in EGP, and say it comes out of the refund. Hiding this brings complaints.
• How and when the money comes back. Name the method and a window you can keep. Storix does not send it for you.

One line about the law

Your published policy is a promise; it does not replace Egyptian consumer-protection law. Your window may be longer than the legal minimum, never shorter. Have a lawyer read it first. This is orientation, not legal advice.

Offer an exchange first

Many buyers do not want their money back; they want another size or colour. A swap is free inside the window while the item is unused, and they pay the difference if the replacement costs more. That saves the sale and your margin.

Returns happen in your admin

The customer submits the request; you review it on Shipping → Returns, headed Return requests. Every one follows the same path:

1. Pending — click Review.
2. Approve or Deny — both email the customer.
3. Awaiting receipt — the parcel is on its way back.
4. Received — click Record return receipt when the item is in your hands.
5. Refund — only a Received request can be refunded.

On approval, leaving Auto-create pickup label ticked books a pickup from the customer's door. That needs a delivered shipment from Bosta; without one the approval goes through with no pickup.

Two plan notes: on Starter the Returns page does not load. And the Return window under Design → Profile → Store visibility in search is what search results show.

"Internal note" is not internal

The field is called Internal note, but the approval or denial email carries its text to the customer word for word. Write it as if they will read it — they will.

How the money goes back

On a cash-on-delivery order there is no card to reverse. The COD refund panel records your method: Bank transfer (IBAN), Vodafone Cash, InstaPay or Orange Cash.

You send the money outside Storix, type the reference in Reference, then click Confirm sent. Only then does the customer get the "refund sent" message. Two rules:

• The COD amount must have been collected before you can refund it.
• Whoever records the refund cannot confirm it sent unless they are the owner; a second staff member with Manage customer payments closes it.

For other orders, use the Refund button on the request, or Customer payments → Customer refunds. Never promise a refund faster than your bank moves.

Make it readable

1. Open friendly: "Not happy? You have 14 days to return or exchange."
2. Use your customer's words: returns, exchange, warranty, refund — plus Arabic and franco spellings.
3. Add an Eid note: pre-Eid gifts are opened after it, so extend the window.
4. Name what you do not take back: personalised items, underwear, opened cosmetics, clearance.

Every store gets a Refund policy page ready to edit — create your store.

Related lessons

• Returns and refunds SOP
• Trust pages
• Simple shipping policy