Refund policy

Effective date: 25 September 2026

Last updated: 19 October 2026

This Refund Policy explains how to return, exchange or cancel an order placed on our online store at svntyeg.com, and how and when we refund you. It covers orders placed on svntyeg.com only.

1. Your rights under Egyptian law

Nothing in this policy reduces the rights the Consumer Protection Law No. 181 of 2018 and its Executive Regulations give you. In particular:

You may return or exchange an item within 14 days of receiving it, without giving a reason (Articles 17 and 40 of the Law).
If an item is faulty, damaged or not what you ordered, you may return or exchange it within 30 days of receiving it, at no cost to you (Article 21 of the Law).
You may correct or change your order within seven working days of our accepting it, until you receive it (Article 38 of the Law and Article 25 of its Executive Regulations).

Where this policy gives you more than the law, this policy applies. Where the law gives you more, the law applies.

2. The 14-day window

The window starts on the day Bosta records your order as delivered and ends at 11:59 p.m. Cairo time on the 14th day after it. A request is on time if it reaches us before the window closes, through our Returns and exchanges page or by email to onlineshop@svntyeg.com. We confirm the time we received it in writing.

3. Condition of returned items

For a return or exchange on a change of mind, the item must be:

unworn, unwashed and unaltered, in the condition you received it;
with all its tags and labels attached;
in its original packaging, where you still have it.

An item that comes back worn, washed, altered, damaged by use or without its tags may be refused and sent back to you, as the law allows for goods no longer in their original condition for a reason attributable to you. We tell you why in writing and share photos of the item as it reached us. This does not affect your rights for faulty items.

4. Items that cannot be returned

Underwear, including undershirts, once its sealed packaging has been opened, for hygiene reasons (Article 13 of the Executive Regulations). Unopened, it follows the normal 14-day rules.
Gift cards that have been used, in whole or in part. An unused gift card can be refunded within 14 days of the email that delivered it, to the payment method used to buy it.

Items bought on sale or with a discount code have the same 14-day right as any other item. Faulty, damaged or wrong items can always be returned, including the items above.

5. How to return or exchange

Open our Returns and exchanges page and enter your order number with the email address or phone number used on the order.
Choose the items, and whether you want a return or an exchange for another size or color.
Tell us the reason. For a faulty, damaged or wrong item, attach a clear photo of the item, or email it to onlineshop@svntyeg.com with your order number.
Check the fee shown on the page, then confirm. Nothing is charged before you confirm.

A person on our team reviews every request and replies by email. Once approved, Bosta collects the item from your address. Please keep it packed and ready.

6. Who pays the courier

Return on a change of mind: you pay the return courier, as Article 40 of the Law provides. The fee is shown on your request before you confirm and is deducted from your refund.
Faulty, damaged or wrong item: we pay every courier leg, and we refund your original delivery fee too.
Bosta does not collect from Luxor, New Valley, North Sinai or South Sinai yet; write to us and we will arrange it.

7. Exchanges

Every exchange, for another size or color, is paid. You pay the exchange fee, which is Bosta's own price for the exchange visit (the courier brings the new item and takes the one you have), shown on your request before you confirm, and any price difference if the new item costs more.
Bosta brings the new item and takes the original in the same visit. The original is checked when it reaches us, under Section 3; if it fails the check, we contact you.
You pay the exchange fee, and any price difference, in cash to the Bosta courier who brings you the new item.
If the new item costs less, we refund the difference as set out in Section 9.
Exchanges depend on stock at the moment we approve your request. If the size or color you want is sold out, we offer you a return instead.
An exchange of a faulty, damaged or wrong item is free of charge.

8. Canceling or changing an order

Canceling. You can cancel an order free of charge until it is handed to Bosta. Write to onlineshop@svntyeg.com or use the Returns and exchanges page, quoting your order number. If you paid by card, we refund you in full within 7 days. Once Bosta has collected the parcel, the order can no longer be canceled: please receive it and use the 14-day return.

Correcting or changing. The law gives you seven working days from our acceptance of your order to correct or change it, for example the size, the color or the delivery address, until you receive it. Tell us as early as you can. If the parcel is already with Bosta, we ask Bosta to update the address or phone number; a change of size or color is then made at delivery through Bosta's exchange service as a paid exchange: you pay the exchange fee described under Exchanges above, in cash to the courier at that visit. This right does not shorten or replace your 14-day return right.

Refusing a parcel at the door. Please do not refuse a parcel to cancel an order. A refused parcel returns to us, and the courier collects a refusal fee of EGP 100 at the door under Bosta's FlexShip service, which covers the failed delivery and the return trip. If the delivery fails through our fault or the courier's, or you refuse the parcel because an item is faulty, damaged or wrong, we refund the refusal fee in full within 7 days. The fee does not affect your statutory rights. If you paid by card and refuse the parcel, we refund the full amount you paid, including the delivery fee, within 7 days of the parcel reaching us; the refusal fee is the only charge.

9. Refunds

We check a returned item when it reaches us and refund you within 7 days of the day it reaches us, as Article 40, paragraph 2, of the Law requires. For a faulty, damaged or wrong item, we settle your request within one week of your first contacting us (Section 10), even if the item has not yet reached us.

Card and Apple Pay payments are refunded through Paymob to the same card. Your bank may take a few more days to show the amount.
Cash on delivery orders are refunded by bank transfer to the account you give us on your request. Because you paid in cash, we use bank transfer only with your agreement, which you give on the request. If you prefer, you can ask for SVNTY store credit instead. If you cannot receive a bank transfer and do not want store credit, tell us and we agree another way to return your money within the same 7 days.
The refund is the price you actually paid for the returned items, after any discount, minus the return courier fee for a change of mind. If your order shipped free (EGP 3,000 or more) and what you keep after a change-of-mind return falls below EGP 3,000, the delivery we paid is deducted as well, at the delivery fee for your zone. The original delivery fee is refunded when the item is faulty, damaged or wrong, or where the law requires it.

Every refund is confirmed to you by email.

10. Faulty, damaged or wrong items

If an item is faulty, arrives damaged or is not what you ordered, write to onlineshop@svntyeg.com with your order number and a photo. Please tell us within 48 hours of delivery if you can, because it helps us claim from the courier; telling us later does not remove your right, which lasts 30 days from delivery. You choose between a replacement and a full refund, and we settle your request within one week of your contacting us, at no cost to you (Article 16 of the Executive Regulations).

11. Inspection on delivery

Bosta's open package service lets you open the parcel and check the items before you accept it, and before you pay for a cash on delivery order. This is a convenience; it does not shorten your 14-day window.

12. Complaints

If you are not satisfied with how we handled your request, write to onlineshop@svntyeg.com with "Complaint" in the subject line. You also have the right to complain, free of charge, to Egypt's Consumer Protection Agency through its website cpa.gov.eg. The Agency reviews complaints within 30 days (Article 32 of the Executive Regulations).

13. Governing law

This policy is governed by the laws of the Arab Republic of Egypt, including the Consumer Protection Law No. 181 of 2018 and its Executive Regulations issued by Prime Minister Decree No. 822 of 2019.