Refund and returns policy for Storix-powered stores

Last updated: upon first publication by the platform operator.

1. Overview

We want every purchase on a Storix-powered store to feel fair and transparent. This refund and returns policy is written for online stores in Egypt, and explains when you can cancel, return, or get a refund, and how long each step takes. Your individual store may add more detail at checkout — those extra terms apply together with this framework.

If you're shopping in Egypt, this policy is built around your rights under Consumer Protection Law 181 of 2018 and its Executive Regulations (Decree 822 of 2019). Where those give you stronger rights than what's below, the law wins — always.

2. The 14-day cooling-off for distance sales

Under Egyptian consumer law, when you buy from an online store you have the right to cancel within 14 days of receiving the product, without giving any reason. To use this right:

• Let the store know within 14 days from the day the item reached you (by phone, email, the contact form, or an in-account request).
• Return the item in its original condition (unused, with tags, in its original packaging) within 14 days of notifying the store.
• Keep the proof of shipment — the courier receipt — in case the parcel goes missing on the way back.

Some categories are excluded from the cooling-off right under the law, including:

• Digital content already delivered or downloaded.
• Perishable goods (fresh food, fresh flowers).
• Personalised or custom-made items you ordered to your specifications.
• Sealed products opened after delivery when returning them isn't appropriate for hygiene or health reasons (underwear, cosmetics, medicines).
• Newspapers, magazines, and similar time-sensitive items.
• Services already performed with your agreement before the cooling-off period ended.

3. Beyond the 14 days — defects, damage, and errors

Even outside the cooling-off window, you're entitled to a refund, replacement, or repair when:

• The item arrived damaged, defective, or not matching what the store described.
• The store shipped the wrong item or the wrong quantity.
• A duplicate charge or a payment processing error is confirmed by the store or the payment provider.

Report these as soon as you notice — ideally within 14 days of discovery — and include your order number, photos, and a short description.

4. How long refunds take

Once the store approves your return or cancellation:

• Refunds go back to your original payment method (card, wallet, or bank transfer).
• We aim to complete the refund on our side within 14 days of approval.
• Your bank or wallet provider may add a few more working days before the money shows up in your account — that part is out of the store's control.
• For cash-on-delivery orders, the store will arrange a bank transfer or wallet credit to refund you.

5. Cancelling before shipment

If your order hasn't been shipped yet, you can usually cancel it directly from your order page or by contacting the store. Refunds for cancelled orders follow the same timing as section 4.

6. Return shipping costs

• When the return is the store's fault — wrong item, damaged, defective, not as described — the store covers the return shipping cost.
• When you're using the 14-day cooling-off right without a fault on the store's side, you may be responsible for the return shipping cost (the store will tell you the exact amount at checkout or in its own refund terms).

7. How to request a return or refund

1. Open your order from your account on the store (or find your order confirmation email).
2. Use the store's contact or support channel — phone, email, WhatsApp, or the contact form on the storefront.
3. Include your order number, photos (for damaged or wrong items), and a short description of what went wrong.
4. Wait for the store's reply with the return address and instructions. Don't ship anything back before you get that.

Keep a copy of everything — emails, receipts, tracking numbers — until the refund lands in your account.

8. Chargebacks and complaints

We encourage you to contact the store first before raising a bank dispute — most issues are fixed faster through direct support. If you can't reach a fair outcome, you have the right to:

• Escalate the matter to the Egyptian Consumer Protection Agency (CPA) at 19588 or via consumerrights.gov.eg.
• Raise a bank dispute with your card issuer if the store fails to honour an approved refund.

9. Platform vs. merchant — who handles what

Storix is the technology platform that stores run on. The contract of sale is between you and the merchant, so the merchant is the one who decides and processes returns and refunds. If a merchant stops responding or mishandles a refund repeatedly, please tell us — we take merchant conduct on the platform seriously.

10. Storix subscription refunds (store owners)

This section applies to merchants subscribed to a Storix plan, not to shoppers buying from a store.

• Platform subscription trial periods are free when no platform subscription amount was charged.
• Paid platform subscription refunds are reviewed by Storix support.
• Approved platform subscription refunds are credited to the merchant store wallet unless Storix explicitly approves another settlement method.
• Customer order refunds and COD outbound refunds follow the merchant's own storefront refund policy and the available payment/refund rails.

11. Contact

For platform-related questions, use the contact box below or the contact details at the bottom of the site.