Exchange, Return & Warranty Policy
Last Updated: August 2026
Article 1: Statutory Return & Exchange Windows
1. Unconditional 14-Day Right of Withdrawal (Article 17)
Pursuant to Article 17 of Law No. 181/2018, the consumer has the statutory right to exchange or return any purchased garment within fourteen (14) calendar days from the date of physical delivery, without giving reasons and without penalty, subject to the following statutory conditions:
- The product must be in its original, pristine, unwashed, unworn, and unaltered condition, free from cosmetic marks, stains, or fragrances.
- All original brand tags, security ribbons, care labels, and price tags must remain attached and uncompromised.
- The product must be returned inside its original branded packaging with all accompanying accessories and promotional items (if applicable).
2. 30-Day Defective Product & Non-Conformity Guarantee (Article 21)
Pursuant to Article 21 of Law No. 181/2018, the consumer is entitled to exchange or obtain a full refund (including all initial and return shipping charges) within thirty (30) calendar days from delivery if the goods exhibit a manufacturing defect, hidden defect, or non-conformity with the specifications advertised on the HEPTA platform.
Article 2: Statutory Exclusions from Right of Return
Under Article 17 of Law No. 181/2018 and public hygiene regulations, the right of return is strictly excluded for:
- Custom-Made & Print-on-Demand (POD) Items: Garments customized, personalized, or printed based on specific artwork, text, or configurations provided by the customer via the HEPTA design studio. These items are strictly final sale unless a verified printing fault or garment defect exists.
- Underwear, Intimate Apparel & Socks: For public hygiene reasons, once the outer protective packaging seal has been unsealed.
- Customer Misuse & Improper Garment Care: Damage resulting from washing contrary to the sewn-in garment care label (e.g., hot water wash, bleach, harsh tumbling, or direct ironing on silicone/DTF prints).
Article 3: Shipping Fees & Logistics Allocation
1. Remorse Returns (14-day window): The customer bears the nominal return shipping fee charged by our licensed logistics carriers across Egyptian governorates.
2. Manufacturing Defects or Store Errors: HEPTA bears 100% of all return shipping and replacement delivery costs.
Article 4: Inspection Protocols & Refund Processing
Returned merchandise undergoes physical quality inspection within 48 hours of warehouse intake. Upon approval, refunds are issued via the original payment method:
- Debit/Credit Cards (Paymob): Reversal is triggered immediately, crediting the customer's bank statement within 5 to 14 business days in accordance with Central Bank of Egypt (CBE) acquiring settlement cycles.
- Mobile Wallets (Vodafone Cash / Orange / Etisalat / WE): Dispatched within 24 to 48 hours directly to the customer's wallet number.
- Cash on Delivery (COD): Dispatched immediately via InstaPay (IPN), mobile wallet, or bank transfer upon customer confirmation.
To submit a formal return request, contact our support team at: support@hepta-eg.com
Egyptian Consumer Protection Agency (CPA) Hotline: 19588 | CPA WhatsApp: 01577779997.