Refund policy

Returns, Exchanges and Refunds Policy

Cancelling before dispatch: You may cancel or change your order free of charge before it ships by contacting us with your order number.

Return right: You may exchange or return a product for a refund within 14 days of receiving it, provided it is unused and in the condition it was sold in, under Egyptian Consumer Protection Law No. 181 of 2018.

Broken, damaged or incorrect items: If an item arrives broken, damaged or different from your order, contact us as soon as possible with your order number and photos of the item and packaging. Once verified, we arrange collection of the damaged item and delivery of a replacement, or a refund, and Kandil Distribution covers all shipping and replacement costs. Nothing in this policy removes your statutory right to exchange or return a defective or non-conforming product within 30 days of receipt.

Gift boxes: If a gift box arrives with a broken, defective or incorrect piece, we replace the entire gift box with a new complete box, not the single piece. The replacement is free when the issue is attributable to Kandil Distribution or to our preparation or delivery, subject to verification by customer service. Please keep the original box complete, with all its contents and packaging as received, including any broken pieces kept securely inside the closed box for your safety; do not throw away or separate any piece. Customer service will arrange collection of the original box and delivery of the replacement.

Return shipping: We cover the return cost of defective, damaged or incorrect items. For returns not due to a defect, we will tell you about any related shipping cost before you send the item, without affecting your statutory rights.

Inspection of returns: Every returned item is inspected when it reaches our warehouse before it is restocked. Damaged or missing items are never returned to sellable stock.

Refunds: Refunds are made to the original payment method after we receive and inspect the returned item. For cash-on-delivery orders we contact you to agree how to send your refund.

Not eligible: Items whose condition changed after delivery through use or improper storage, and items made to your specification, without affecting your right to return a defective product.

Contact: info@kandildistribution.com or WhatsApp +20 104 017 0492