Our 14-Day Return Window

You may request a return or exchange of an eligible product within 14 days of receiving your order, including if you change your mind, without having to give a reason, subject to the exceptions permitted under Egyptian consumer protection law.

Eligible returns are handled without additional charges where required by law. The 14-day period starts on the date you receive the product, not the date you place the order.

Damaged, Defective or Incorrect Items

If an item arrives defective, damaged, different from what you ordered or not as described, please contact us as soon as possible. Under Egyptian consumer protection rules, you may request an exchange or a refund for a defective product within 30 days of receipt.

Qualifying defective-product returns and exchanges are handled without additional cost to you. Please share your order number and, when possible, photos showing the issue so we can assist promptly. Your statutory rights are not limited by the standard 14-day return period.

Return Eligibility & Exceptions

For change-of-mind returns, the product should remain in the condition in which it was received. If available, please keep the original packaging and any included accessories, as they may help with the return process.

Some products may be excluded from no-reason returns where an exception is specifically allowed by law. Examples include goods that cannot be returned to their original condition because of their nature or packaging, and goods whose condition has changed due to the customer's actions. Any exception is assessed under applicable law and does not remove your rights regarding defective products.

How to Request a Return

To start a return, exchange or refund request, email us at support@moukegy.com and include:

• Your order number and the name used when ordering.
• The item you would like to return or exchange.
• A brief explanation of the issue, if applicable; no reason is required for eligible 14-day change-of-mind returns.
• Photos of the item or packaging, if relevant and available.

We will explain the next steps and how to arrange the return. Please contact us before sending a parcel so we can provide the appropriate return instructions.

Exchanges

If you would prefer a replacement instead of a refund, let us know when you contact us. We will review the request and explain the available options, depending on product availability and your rights under applicable law.

If the same product is not available, we will discuss an appropriate alternative or refund, as required by law.

Return Shipping & Fees

We will explain the return pickup or shipping arrangements after reviewing your request. We do not charge additional fees for returns or exchanges where Egyptian consumer protection law prohibits them, including qualifying defective-product claims.

Any shipping-related arrangements will be communicated clearly. Nothing in this policy requires you to give up a refund of shipping costs where such a refund is legally due.

Refunds & Processing

Once we receive your request, we will review the details and coordinate any necessary return or verification. Approved refunds will be issued in accordance with applicable Egyptian consumer protection law.

For qualifying defective products, the Egyptian Consumer Protection Agency states that the supplier must provide the exchange or refund within one week of the consumer approaching the supplier, without additional cost. Where applicable, payment will be refunded through the original purchase method. For cash-on-delivery orders, we will contact you to arrange an appropriate refund method.

Depending on your bank or payment provider, it may take additional time for a processed refund to appear in your account.

Orders Not Yet Delivered

If you need to change or cancel an order that has not yet arrived, please email us as quickly as possible at support@moukegy.com. We will review its status and explain the available options.

Once a parcel has been dispatched, changes may not be possible before delivery. This does not affect any cancellation, return or refund rights you may have under applicable law.

Your Consumer Rights

This policy is intended to be consistent with Egyptian Consumer Protection Law No. 181 of 2018 and its applicable regulations. If any part of this policy conflicts with a mandatory consumer right, the applicable law prevails.

For independent guidance on consumer rights in Egypt, you can also visit the Egyptian Consumer Protection Agency.

Contact MOUK

If you have a return, exchange or refund question, email support@moukegy.com. Please include your order number whenever possible so we can assist you more efficiently.