Returns & refunds
Last updated
Clear rules for change of mind, defects, and the authenticity guarantee — with product hygiene and fairness in mind.
This page is for clarity and does not replace specialised legal advice.
Scope
This policy applies to Razanosa online store purchases in Egypt. Personal-use products that are opened or used are treated carefully under the rules below.
Change of mind
Within 30 days of delivery you may request a return if the product is unused and still sealed, or was gently inspected without ordinary use. Change of mind is not available for opened/used products due to scent preference alone.
Change-of-mind refund amount
An approved change-of-mind refund covers the product price paid only. Original outbound shipping is not refunded.
Return shipping
You pay return shipping for change of mind. If the product is defective, wrong, or damaged before use (and packaging supports that), Razanosa covers return shipping.
Defects and wrong items
Manufacturing defects, wrong items, or damage before use may be returned or replaced after review. Contact us promptly with your order number and clear photos or video.
Authenticity refund
If you believe a product is not authentic, send an evidence pack on WhatsApp: order number plus clear photos/video of the bottle, packaging, and any codes. Razanosa reviews the evidence. If approved, you keep the items — including gifts — and receive an immediate money-back refund for the merchandise paid covered by the claim. You do not need to return the shipment for an approved authenticity claim.
Cancellation before shipping
You may request cancellation within 24 hours of placing the order if it has not shipped yet. After dispatch, cancellation depends on courier confirmation.
Refund method and timing
Non-authenticity refunds return via the original payment path when possible, or equivalent store credit/voucher when not, within about 14 working days after approval. Authenticity approvals are processed as an immediate refund after verification.
How to start a request
Message us on WhatsApp with your order number and photos. Do not ship returns before we confirm the next step.
Not eligible
Change of mind after heavy use; scent preference alone on opened bottles; damage from misuse or storage after delivery; requests outside stated windows without a covered defect or authenticity issue.
Acceptance
By placing an order you agree to this Returns & refunds policy together with the Terms.
Contact
Returns and authenticity: WhatsApp 01120584943.
