Return & Exchange Policy
Last updated: August 16, 2026

We guarantee that damage, defects, or errors in orders will be handled fairly and promptly, taking into account the food nature of the products and the rights granted to consumers by law.

1. Scope of the Policy

This policy applies to dates, natural oils, offers, bundles, and other tangible products purchased from Nawa's online store within the Arab Republic of Egypt. Its purpose is to clarify the applicable cases and procedures in a manner consistent with the nature of food products and the applicable Egyptian laws.

2. Change of Mind Regarding Food Products

As a general rule, the Egyptian Consumer Protection Law grants the right to exchange or return within 14 days of receipt in cases where this right applies. However, the law excludes, among other things, goods whose nature, characteristics, or packaging prevent them from being returned to their original condition, perishable consumable goods, and goods whose condition has changed due to the consumer.

Based on the nature of dates, oils, and food products and the safety of their handling, we do not accept the return or exchange of an intact product solely due to a change of mind if it has been opened or unsealed, stored incorrectly, or if its safety and eligibility for resale cannot be guaranteed. A request to return an unopened food package in its original condition may be considered if the law so requires and the nature of the product and its storage conditions allow it.

3. Accepted Cases

Damaged product on arrival: If the product or its inner packaging arrives damaged in a way that affects the safety or integrity of the product.

Defect, spoilage, or unfitness: If a genuine defect or sign of spoilage appears, or the expiry date is not suitable at the time of receipt, taking into account the storage instructions and the nature of the product.

Non-conforming product: If you received an item, weight, or quantity different from what is stated in the order confirmation.

Missing items: If the order is incomplete compared to the invoice or purchase confirmation.

Materially inconsistent information: If the product does not match the material specifications announced or the agreed-upon purpose, in accordance with the law.

4. Reporting Period

Please report visible damage, errors, or missing items within 24 hours of receiving the order so that we can promptly verify with the shipping company and preserve the product and evidence in their condition. This time limit is not intended to waive any mandatory right established for the consumer by law.

For defects or non-conformity that do not appear at the time of receipt, you must contact us immediately upon discovery and within the legal period applicable to the nature of the goods. By principle, the law grants the right to replacement or refund within 30 days for defective or non-conforming goods, taking into account any shorter periods it permits based on the nature of the food product and its perishability.

5. How to Submit a Request

Contact: Email or call us using the contact details published below, stating that you wish to submit an exchange or return request.

Required information: Order number, customer name, phone number, a clear description of the problem, and the receipt date.

Evidence: Clear photos of the outer packaging, the shipping label, the product, and the expiry date or batch number if available, and a video of the unboxing if available.

Preserving the product: Keep the product, the packaging, and the order contents in their condition, and do not dispose of them until our team instructs you to do so, unless keeping them poses a clear health risk.

6. Request Review and Decision

We review the request and the documents, and we may request additional information or receipt of the product for inspection. Initial approval via messages does not constitute a final acknowledgment before verification is complete. We will inform you of the outcome and the appropriate solution within a reasonable period, taking into account the nature of the case and the time needed for transport or inspection.

7. Available Remedies

Replacement: Sending a matching replacement product free of additional charges if the error, damage, or defect is confirmed and a replacement is available.

Refund: Refunding the value of the affected product or order, as the case may be, if replacement is not possible or the customer chooses a refund in the cases permitted by law.

Completing missing items: Sending the missing item or quantity free of additional charges.

Partial settlement: If the problem concerns only part of a bundle or a multi-product order, the remedy may be limited to the affected part, provided this is fair and does not diminish the customer's legal right.

8. Shipping Costs

Nawa bears the reasonable costs of exchange or return if it is proven that the product was damaged, defective, non-conforming, or shipped in error. As for requests that are not accepted, or whose cause is not attributable to Nawa or the shipping company, Nawa does not bear the return or reshipping fees, without prejudice to the mandatory rights of the consumer.

9. Refund Method and Timeline

After final approval and receipt of the product where required, the refund is initiated to the original payment method where possible. Processing on our side usually takes 5–7 business days, and the bank or payment provider may need additional time for the amount to appear. For cash-on-delivery orders, an available and secure refund method is agreed upon with the customer after verifying the details.

10. Cases That May Not Be Accepted

A request may not be accepted if the product was consumed without a verifiable defect, it was improperly stored after receipt, it expired due to the customer's storage, the package was opened merely for trial followed by a change of mind, the problem resulted from failure to follow the usage or storage instructions, or the customer did not provide sufficient information for verification despite being asked to. This refusal does not apply where an original defect, a safety risk, or a legal right that cannot be waived is proven.

11. Offers, Bundles, and Gifts

Products sold as part of an offer or bundle are reviewed as a single unit if the discount or gift is conditional on purchasing the set. When returning the entire order, the gift and the unaffected products must be returned in their original condition where necessary to calculate the refund value. If the problem concerns only a single item, the remedy is calculated according to the actual value of that item and the nature of the offer, without diminishing the customer's right.

12. Canceling an Order Before Shipping

You may request to modify or cancel an order before it is handed over to the shipping company. After shipping, cancellation may not be possible, in which case the receipt and return rules set out in this policy apply. If a prepaid order is canceled before shipping, the amount is refunded after deducting any actual, non-refundable fees if they are clear and legitimate, unless the cancellation is due to Nawa.

13. Products That May Affect Safety

If we discover a defect that may harm the health or safety of the consumer, we take the necessary measures in accordance with the law, including suspending the handling of the affected product, notifying the competent authorities when necessary, contacting the concerned customers, and providing the appropriate remedy through replacement or return and refund of the value at no additional cost.

14. Governing Law

This policy is interpreted in accordance with the Egyptian Consumer Protection Law No. 181 of 2018 and its executive regulations, and the rules governing food goods. If any provision conflicts with a mandatory right of the consumer, the legal text prevails to the extent of the conflict.

Contact Details

Email: hello@nawahegypt.com

Phone: 01550165155

Website: www.nawahegypt.com

Final Provisions

This policy is part of Nawa's store policies and is to be read together with the other policies published on the website. In all cases, no provision shall be interpreted as diminishing any mandatory right granted to the consumer under Egyptian law.