Refund & Returns Policy

Last updated: August 10, 2026

Sama Group wants customers to receive products in good condition and with clear options if a return or exchange is needed. This policy is intended to operate alongside applicable Egyptian consumer-protection requirements and does not reduce any statutory rights.

Returns Without a Defect

Under the return and exchange rules published by Egypt’s Consumer Protection Agency, consumers may generally request a return or exchange within 14 days from receiving a product without giving a reason, subject to the exceptions provided by law.

A return may not be available where the nature, characteristics, packaging, or condition of a product prevents it from being returned to the state it was in at the time of purchase, where the product is rapidly perishable, or where the product is no longer in the same condition for a reason attributable to the customer. For personal-care and cosmetic products, opening or using a product may affect return eligibility where its nature or packaging means it cannot reasonably be restored to its original condition.

Defective Products

If a product is defective, the Consumer Protection Agency states that the consumer may request replacement or return with a refund within 30 days from receipt. Where applicable, the supplier is required to provide the replacement or refund without additional cost within one week from the consumer’s request, with the refund made using the same purchase method.

How to Request a Return or Exchange

Please contact Sama Group through our Contact Us page as soon as possible. Include your order number, the product name, and the reason for the request. If the item is damaged or defective, photos may help us review the request faster.

Condition of Returned Products

Please keep the product, packaging, accessories, and any included materials in the condition in which they were received whenever possible. Do not dispose of a damaged or defective product before contacting us unless necessary for safety.

Refunds

Approved refunds will be handled in accordance with the applicable consumer-protection rules and the original payment method where applicable. Processing time after approval may depend on the payment provider or bank.

Delivery Issues

If an order arrives with visible damage, a missing item, or an incorrect product, please contact us promptly with the order details so we can review and resolve the issue.

Contact

For return, exchange, or refund requests, please use our Contact Us page.