Refund & Returns Policy — 10point8

Effective Date: 24/10/2025

1) Overview

This Policy explains how returns, exchanges and refunds work at 10point8 in line with Egypt’s Consumer Protection Law No. 181/2018 and its Executive Regulations. It protects your rights while safeguarding hygiene and product integrity in cosmetics.

2) Your Statutory Return Rights (Egypt)

• 14-Day Returns (no reason): You may return products within 14 days of receipt for a full refund, provided they meet Section 4 conditions.
• 30-Day Defective/Non-Conforming: If the item is defective or not as described/specification, you may return it within 30 days for a refund or replacement at no cost to you.
• Refund Method & Timing (distance sales): Once an eligible return is received, refunds are issued to the original payment method within 7 days. Posting to your account depends on your bank/card issuer.

3) Non-Returnable Items (Hygiene / Nature of Goods)

For health, hygiene and safety reasons, the following cannot be returned unless defective or officially recalled:

• Opened or unsealed cosmetics (skincare, makeup, haircare, fragrances) once tamper seal/packaging is broken.
• Used products, testers/samples, single-use or easily consumable items.
• Tools and applicators that touch skin/hair after use (e.g., brushes, sponges) unless factory-sealed and unopened.
• Perishable/short shelf-life items or those that cannot return to original condition.
• Customized/personalized items or gift cards/vouchers once issued/activated.
• Items not in original condition due to consumer handling (missing parts, tampered serial/lot numbers, removed labels, wear/damage).

4) Return Eligibility & Condition

• Items must be unused, unopened, in original packaging with all inserts, manuals, accessories and any free gifts/“GWP”.
• Provide proof of purchase (order number/invoice).
• Sets/bundles/BOGO must be returned complete. For partial returns from promotions, we may recalculate the discount accordingly.
• “Final Sale” and “Clearance” items are non-returnable unless defective or non-conforming.

5) How to Start a Return (RMA)

1. Contact us: returns@orchid-anteater-347776.hostingersite.com or WhatsApp (+20) 01080096770 with order number, item(s), reason and photos if damaged/defective.
2. Approval & pickup: We’ll issue an RMA and arrange courier pickup or share the drop-off address.
3. Packing: Repack securely in original packaging with invoice and all accessories/gifts.
4. Inspection: On receipt, we inspect condition and confirm approval or provide a written reason for refusal (see Section 3).

Tip: Please report shipping damage or wrong items ASAP (within 48 hours preferably) to speed investigations. Your statutory 30-day right for defects still applies.

6) Refunds

• Method: Refunds go to the original payment method. Card/e-wallet refunds are processed via our payment gateway Paymob back to your issuing bank/wallet. For COD, refunds are via bank transfer or wallet after verification.
• Timing: We initiate refunds within 7 days of receiving eligible returns; bank posting times vary by issuer.
• Amount: We refund the product price and mandatory charges paid. Optional services (e.g., premium delivery upgrades) may be excluded where permitted by law.
• Chargebacks: If a chargeback is opened, we may pause a cash refund until the card issuer resolves the dispute.

7) Return Shipping Costs

For valid statutory returns (14-day no-reason and 30-day defects/non-conformity), you do not bear expenses. We arrange and cover standard courier return. If a return is ineligible (e.g., opened/used hygiene products), we will notify you and can send the item back at your request; standard shipping may apply for sending ineligible items back to you.

8) Exchanges

If stock allows, you may exchange instead of a refund. If the requested item is unavailable, we’ll proceed with a refund.

9) Incorrect / Damaged on Arrival

• We replace or refund items that arrive damaged/incorrect. Please provide photos/video of the issue and packaging.
• For defects/non-conformity, your 30-day right to refund/replace applies at no cost.

10) Payments via Paymob (No Card Storage)

Online payments are processed on Paymob’s secure, PCI-DSS compliant systems. We do not store card numbers, CVV or PIN on our servers. To authorize payments and prevent fraud, we share only necessary user/order data with Paymob (e.g., name, contact details, billing/shipping address, order value, IP/device risk signals). Responsibility for cardholder-data security during payment rests with the payment gateway and issuing bank. We remain responsible for your order and coordinating with the gateway to resolve payment issues.

11) Health, Safety & Recalls

• If a product is subject to a manufacturer recall, we will follow the recall instructions (refund/replacement) regardless of the usual return windows.
• We may refuse returns that risk contamination or consumer safety (e.g., unsealed creams/mascaras/perfumes).

12) Contact & Return Address

Email: returns@orchid-anteater-347776.hostingersite.com — Phone/WhatsApp: (+20) 01080096770

Return Address:
القاهرة – مصر الجديدة – محطة مترو الأهرام – بجوار محل ميلاد رؤوف للمجوهرات
(Cairo – Heliopolis – Al-Ahram Metro Station, next to Milad Raouf Jewelry)

13) Updates

We may update this Policy to reflect operational or legal changes. The latest version will appear here with a new Effective Date. Significant changes will be communicated on the Site and/or by email before taking effect.

© [Year] 10point8. All rights reserved.