Refund Policy

Return policy:

Under certain conditions; and in accordance with the Egyptian Consumer Protection law: item(s) received from Andora can be returned within 7 days from delivery date in case you changed your mind, or within 30 days if defective, wrong, not matching the description on website or missing parts. Example: If I receive my product on Monday 5th, I have until next Sunday 19th to submit a return request.

If your return meets all the requirements, your returns can be initiated via our Online Returns Form.

Requirement for a valid return

  • Proof of purchase (order number, invoice, etc).
  • Reason for return has to be valid, and return acceptance conditions met (check below).
  • Refund method that you would like, and the necessary information associated when applicable (bank account number, etc.).
  • The hard copy of the Return form (the bottom half of the delivery receipt) filled in and included with the product.


Should there be any item damaged/missing during transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted. 

Once your product is retrieved, we will perform a quality check.
If the returned product passes the quality check, we will refund you according to your requested refund method. This will happen within a maximum of 10 days from the day your return request is submitted.
Note: If the quality check is unsuccessful, the return request will be rejected, and your product will be sent back to you. Customer Service will contact to arrange sending it back to you. 


Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:

x : Not Required | : Required

Reasons for return

YOUR RETURN MUST BE :

New condition

Sealed condition

Complete (free gifts, accessories, original packaging)

Not damaged

Tags & labels attached

Delivery - Wrong Product

Product seal should not be broken EXCEPT for packages which don’t state product information on the outside

Quality - Damaged Product

x

X

x

Quality - Defective

x

X

Quality - Product Condition

Delivery - Parts Missing

X

x

Website - Incorrect Content

Product - Does Not Fit*

Customer - Change of Mind*

Not As Expected

* The following items are unreturnable except if you received the wrong item: swimwear, underwear, or lingerie.

During the quality check, the concerned team will make sure that your product meets all the requirements for a return as stated in our policy. This quality check process may take 3 to 5 business days upon receiving your returned product at our facility.
Refund process only begins after your returned item passes the Quality Check. 

Refund policy:

Refund process begins after your returned product passes the quality check; this process takes up to 8 business days from the day we receive it. We will send you an email notification on the day of completing the quality check.
For a faster refund, you can always request Andora Refund Voucher if you wish to purchase more items. This option is indicated along with other refund methods available to choose from when requesting a return online; or during your call with our Customer Service team. 
The following table explains the available refund methods. Note that refund methods availability is based on the payment method used to pay for the order being returned, in case of requesting refund voucher we will not be able to change the refund method later to cash, postal or bank refund.

Payment methods

Refund methods

Cash

Bank transfer* / Postal Transfer**

Refund Voucher

Refund Voucher



Below is a table that shows the time taken for the refund to reach you once the product passes the quality check, differing by refund method:

Refund Method

Time Frame

Refund Voucher

24 hours

Bank Transfer

5-7 business days

Postal Transfer

3-5 business Days


Please note that postal refunds will only stay 60 days as per the new postal office rules.  

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