Return and Exchange
Return & Exchange Policy
Last Updated: January 12, 2026
🎯 Our Commitment to You
At Hurghada Shop, we understand that your satisfaction comes first. That’s why we’ve established clear and fair return and exchange policies that differ based on your shipping type (International or Local).
📦 PART 1: INTERNATIONAL SHIPPING
✅ Accepted Cases for Returns & Exchanges
We accept returns or exchanges only in the following situations:
- 📦 Product arrived damaged or broken
- ⏰ Product is expired upon delivery
- ❌ Wrong item was sent (different from what you ordered)
- ⚠️ Product has a manufacturing defect
⏱️ Time Limit: Any issue must be reported within 48 hours only from the date of delivery
📋 What Proof Do We Need?
To process your return or exchange request, you must provide:
✅ Clear photos or videos of the product (clearly showing the issue)
✅ Original packaging
✅ Order number
⚠️ Important Note: Requests without sufficient proof may be rejected
🚫 What We Don’t Accept for Return?
For health and safety reasons:
🚫 Product has been opened or partially used
🚫 Product damaged due to misuse or improper handling
🚫 Claims related to customs fees that the customer refuses to pay
🚫 False or misleading claims about the product
📌 Important: We are not responsible for customs decisions, but we always help our customers minimize customs charges whenever possible.
🎁 Free Gifts Included with Orders
Sometimes we include free promotional gifts with shipments to help you discover more of our products.
Note: These gifts are promotional and not guaranteed with every order
⚠️ Weight Policy for International Shipping
Due to international shipping regulations for cosmetic products:
📦 If your order exceeds 3 kg (especially cosmetics), it may be shipped in multiple separate packages
📦 Each package will not exceed 3 kg, in compliance with international laws
✅ This does not affect the order price or total quantity
✅ Your Options for Return or Exchange
If we confirm that the error is on our side (wrong item, damaged, expired, or defective), you have two options:
Option 1: Free Replacement
🔄 Receive a new product for free
- Including all shipping costs
- No additional fees
- We’ll ship the new product as soon as possible
Option 2: Full Refund
💰 Get your full refund
- To your bank account
- Or to your original payment method
- Includes product price + original shipping fees
⏱️ Refund Processing Timeline (International Shipping)
| Stage | Duration |
|---|---|
| Receive your request | Immediate |
| Verify proof/evidence | 1-2 business days |
| Process refund | 3-5 business days |
| Amount reaches your account | 7-14 business days |
✅ Refund Amount: Full amount with no deductions or additional fees
📤 Return Shipping Costs (International Shipping)
In normal cases:
📤 The customer covers return shipping costs
If the error is on our side:
📤 We cover all return shipping costs
🏠 PART 2: LOCAL SHIPPING (Hurghada & Surrounding Areas)
Service Coverage Area
Our local delivery service covers:
- Hurghada City
- Surrounding areas near Hurghada
✅ Accepted Cases for Returns & Exchanges
We accept returns or exchanges in the following situations:
- 📦 Product arrived damaged or broken
- ⏰ Product is expired upon delivery
- ❌ Wrong item was sent (different from what you ordered)
- ⚠️ Product has a manufacturing defect
- 😞 You’re not satisfied with the product
- 🔄 Product doesn’t meet your expectations
- Any other reason you wish to refuse
⏱️ Time Limit:
- For defects/damage: Report within 48 hours of delivery
- For dissatisfaction/refusal: Before payment or within a reasonable timeframe
💳 Payment Method & Process
How It Works:
- 📦 Product Delivery: Your order is delivered to your location
- 👀 Inspection: You inspect the product before making any payment
- 💰 Payment: Pay only if you’re satisfied with the product
Payment Options:
- Cash on Delivery (COD)
- Pay upon satisfaction
✅ Freedom to Refuse – No Cost
You can refuse the product completely at no cost for any reason:
✅ If you’re not satisfied with the product
✅ If it doesn’t meet your expectations
✅ Product is damaged or defective
✅ For any personal reason
⚠️ No additional fees, charges, or penalties
🚫 What We Don’t Accept for Return? (After Acceptance)
For health and safety reasons:
🚫 Product has been opened or partially used (after acceptance)
🚫 Product damaged due to misuse or improper handling after delivery
🚫 False or misleading claims about the product
✅ Your Options Upon Return (Local Shipping)
If the Error is on Our Side (Damage, Wrong Item, Defective):
Option 1: Free Replacement
🔄 Receive a new product for free – we’ll deliver it immediately at no cost
Option 2: Full Refund
💰 Get your full refund immediately – we’ll process it on the spot
If You Refuse Due to Dissatisfaction:
✅ No payment required
✅ No fees or penalties
✅ We arrange product pickup
📤 Return Process (Local Shipping)
For Products You’re Refusing:
- 📦 Inform us before or during delivery
- ❌ Refuse the product
- 📞 We arrange product pickup at no cost to you
For Damaged or Defective Products:
- 📋 Report the issue within 48 hours
- 📸 Provide clear photos/videos of the damage
- ✅ We process your replacement or refund immediately
🚚 Return Shipping Costs (Local Shipping)
In all cases:
📤 We cover all costs – Free pickup and return
⏱️ Refund Processing (Local Shipping)
✅ Refund Amount: Full amount with no deductions
⏱️ Processing Time: Immediate (on-the-spot refund possible)
✅ No additional fees or charges
📞 Customer Support 24/7
Our support team is available 24 hours a day, 7 days a week to assist you:
Contact Methods:
📱 WhatsApp: +20 114 332 0146
📧 Email: [email protected]
💬 Facebook Messenger
☎️ Phone: +20 114 332 0146
When to Contact Us:
- Return and exchange requests
- Questions about your order status
- Report product issues
- Before/during delivery to refuse product (local)
- Schedule product pickup (local)
- Any other inquiries
🕐 We respond to your inquiries as quickly as possible
🙏 Thank You for Choosing Hurghada Shop
We are committed to providing the best service possible. Your trust in us is the foundation of our success.
For any questions or concerns, contact us directly through any of the methods above.