At AMAZIGH, we want our policy to be completely clear before you place your order.
Due to the nature of our beauty, skincare, haircare and body-care products, we do not accept returns or exchanges simply because you changed your mind once a product has been opened, used, tested, unsealed, or otherwise cannot be returned in its original condition.
This is for hygiene, safety and product-integrity reasons.
This policy does not affect any rights you may have under applicable Egyptian consumer protection law, including your rights in relation to defective products.
Please Check Your Order Before the Courier Leaves
We strongly ask that you inspect your package while the courier is still with you.
Before accepting the delivery, please check:
- The outer package is not visibly damaged, crushed, opened or leaking.
- The number of products received matches your order.
- You have received the correct products.
- Bottles, jars, caps, pumps and other packaging are not broken or visibly damaged.
- There is no visible leakage or spillage.
If there is visible shipping damage, leakage, breakage, a missing product or an incorrect product, please tell the courier immediately and contact AMAZIGH straight away.
Where the issue is confirmed to be our error or damage occurring before delivery, AMAZIGH will arrange the appropriate replacement at no additional delivery cost to you.
Please take clear photos or a short video showing the package and affected product. Do not use, open further, discard or alter the affected product or its packaging until we have reviewed the issue.
Hidden Defects or Problems Discovered After Delivery
We understand that not every genuine product defect can be seen while the courier is standing at the door.
If you discover a defect after accepting your order, stop using the affected product and contact us as soon as possible, with your order number and clear photos or video showing the problem.
Confirmed defective products will be handled in accordance with applicable Egyptian consumer protection law. The Egyptian Consumer Protection Agency states that defective goods may be returned or replaced within the applicable 30-day period without additional cost to the consumer.
Normal characteristics of a natural product — including reasonable variations in colour, texture, scent or consistency between batches — are not automatically considered defects, provided the product is safe, authentic and conforms to its stated specifications.
Wrong or Missing Product
If AMAZIGH sends you the wrong product or an item is missing from your order, contact us immediately.
Once verified, we will send the correct/missing product or otherwise resolve the error at our cost.
You will never be charged additional delivery fees to correct an error made by us.
Order Cancellations
Before dispatch
You may cancel your order free of charge at any time before it has been dispatched.
No cancellation or delivery fee will apply.
If you have already prepaid for the order, any amount due back to you will be returned through the applicable payment method.
After dispatch
Once your order has been handed to the courier, it can no longer be cancelled free of delivery charges.
If you refuse an order after it has already been dispatched, you will be responsible for the delivery/shipping charges already incurred, to the extent permitted by applicable law.
For Cash on Delivery orders, any applicable shipping charge must be settled with the courier when the delivery is attempted.
Refusing to accept a dispatched Cash on Delivery order does not automatically cancel the shipping cost already incurred.
Failed Delivery
Please make sure your name, mobile number, delivery address and location details are correct before confirming your order.
If delivery cannot be completed because:
- the address provided was incorrect or incomplete;
- the customer cannot be reached;
- nobody is available to receive the order;
- the customer refuses the order after dispatch; or
- the customer requests cancellation after dispatch,
any delivery or re-delivery costs already incurred may be charged to the customer, to the extent permitted by applicable law.
If the failed delivery is caused by AMAZIGH or our delivery partner, the customer will not be charged for correcting the delivery.
Unclaimed / Returned-to-Sender Orders
If a package is returned to us because the customer could not be reached, provided an incorrect address, repeatedly missed delivery, or refused a dispatched order, AMAZIGH may require outstanding shipping costs and/or advance payment before sending the order again.
We reserve the right to require prepayment for future orders from customers with repeated refused, unclaimed or undeliverable Cash on Delivery orders.
Allergies, Sensitivities & Individual Results
Our products are personal-care products, and individual reactions and results can vary.
Please read the ingredients and usage instructions before using a product. If you know that you are sensitive or allergic to an ingredient, do not use a product containing it.
An individual preference regarding a product's natural scent, texture, colour, feel, or the results achieved does not by itself mean that the product is defective.
Nothing in this section limits a customer's rights where a product is actually defective, unsafe, incorrectly supplied, or otherwise covered by applicable consumer protection law.
Products Purchased in Sets or Offers
Where a return or refund is legally due for an order purchased as part of a bundle, set, promotion, discount or free-gift offer, the value of any refund will be calculated according to the amount actually paid and the terms of the promotion, subject to applicable law.
Any free promotional item associated exclusively with a returned order may also need to be returned unused where applicable.
Refunds
Where a refund is required and approved, it will be processed in accordance with the original payment method and applicable Egyptian law.
The Egyptian Consumer Protection Agency states that, for qualifying defective goods, the supplier must handle the replacement or refund without additional cost to the consumer, and that refunds are made using the same method of purchase.
Suspected Abuse or Fraud
AMAZIGH reserves the right to investigate claims involving suspected fraud, manipulation, deliberate damage, repeated false claims, or abuse of our delivery/returns process.
We may request reasonable supporting evidence such as photos, video, the original packaging, proof of purchase and the affected product before resolving a claim.
This does not limit any statutory rights available to the customer.
Our Responsibility
If we make a mistake, we fix it and we bear the cost.
If a product arrives genuinely damaged or defective, or we send you the wrong product, you will not pay additional delivery costs to correct our mistake.
If an order is cancelled before dispatch, there is no cancellation fee.
If the customer changes their mind after dispatch, refuses delivery, provides incorrect delivery information, or causes a delivery to fail, the customer may be responsible for the delivery costs already incurred.
And because these are personal-care products, opened, used, tested or otherwise non-resalable products cannot be returned simply because the customer changed their mind, subject always to the rights provided by Egyptian law.
This policy does not exclude, restrict or override any mandatory rights provided to consumers under Egyptian law.