Refund policy
At Off Duti, we want you to love every product you receive. If something isn't quite right, our team is here to help.
This policy applies to purchases made through the official Off Duti website and is intended to comply with applicable Egyptian consumer protection laws and regulations.
Returns & Exchanges
Eligible products may be returned or exchanged in accordance with applicable Egyptian consumer protection regulations.
For eligible purchases, customers may request a return or exchange within 14 days of receiving their order, subject to applicable legal exceptions and the conditions below.
For products that are defective, damaged, incorrect, or do not conform to the product ordered, customers may be entitled to a return, replacement, or refund within the applicable statutory period.
Return Conditions
For hygiene and product-safety reasons, skincare products should be returned:
- Unused and unopened.
- In their original packaging.
- With any original seals, protective packaging, or labels intact where applicable.
- In the same condition in which they were received.
Because our products are skincare products intended for personal use, products that have been opened or used may not be eligible for a change-of-mind return where the nature, packaging, or condition of the product prevents it from being returned to its original condition.
This does not affect any statutory consumer rights relating to defective, damaged, incorrect, or non-conforming products.
Damaged, Defective or Incorrect Orders
Received something that isn't right? We're sorry.
If your order arrives damaged, defective, or contains an incorrect product, please contact us at:
Please contact us within 48 hours of receiving your order and include:
- Your order number.
- The name of the product concerned.
- A clear description of the issue.
- Clear photos of the product and packaging showing the issue.
Our team will review your request and provide you with the next steps.
Where a product is confirmed to be defective, damaged, incorrect, or otherwise eligible for a remedy under applicable consumer protection law, Off Duti will arrange the appropriate replacement, exchange, or refund without additional cost to the customer where required by law.
The 48-hour reporting period is intended to help us investigate and resolve delivery-related issues promptly and does not limit any mandatory rights available to consumers under applicable Egyptian law.
Refunds
Once a return has been approved and the returned product has been received and inspected where applicable, the refund will be processed through the original payment method, subject to the applicable payment provider's processing time.
The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.
For defective or non-conforming products, refunds will be handled in accordance with applicable Egyptian consumer protection requirements.
Exchanges
If you are eligible for an exchange, we will arrange a replacement of the applicable product, subject to product availability.
If the requested replacement is unavailable, we may arrange an appropriate refund in accordance with the applicable refund process.
Promotional & Discounted Products
Products purchased during promotional periods or at a discounted price remain subject to applicable consumer protection rights.
Any additional terms relating to a specific promotion will be clearly communicated at the time of purchase.
How to Request a Return or Exchange
To start a return or exchange request, email:
Please include "Return / Exchange Request – [Order Number]" in the subject line.
Our customer-care team will review your request and provide you with the next steps.
Please do not send products back before receiving return instructions from our team.
Important
Nothing in this policy is intended to limit or exclude any rights or protections available to consumers under applicable Egyptian law.
If you have any questions regarding your order, returns, exchanges, or refunds, please contact us at:
Off Duti
Your 5–9 routine.
