Return Policy

At SAHLA, we are committed to ensuring customer satisfaction by providing a smooth and hassle-free return process. Our return policy has been designed to be fair, customer-friendly, and transparent while respecting the interests of our 3rd party sellers. Below is a detailed return policy applicable to all purchases made on SAHLA.

General Guidelines

1. Eligibility for Returns

Products can be returned within 14 days of delivery.
The product must be in its original condition, unused, and in the original packaging with all labels and tags intact.
Some categories, such as electronics, clothing, and beauty products, have specific return criteria (see Category-Specific Policies below).
Perishable goods, personalized items, or digital content may not be eligible for returns unless defective.

2. Defective, Damaged, or Incorrect Items

If you receive a product that is defective, damaged, or not as described, you can return it within 14 days of receipt for a full refund or replacement, including shipping costs.
SAHLA will work with the seller to verify the issue and ensure a speedy resolution.
In the event that the returned item is rejected by SAHLA’s inspection team, the item will be shipped back to the customer within 3–7 business days, cancelling the refund. In case of failed delivery to the customer, the product will be returned to SAHLA’s facility and will be available for pick-up only.

3. Return Shipping

For defective, damaged, or incorrect items, return shipping fees will be covered by SAHLA.
For other returns (e.g., change of mind), the customer will be responsible for covering the return shipping costs.

4. Refund Process

Once the return is approved, refunds will be processed within 5–7 business days after the product is received and inspected.
Refunds will be issued through the original payment method.
For cash-on-delivery (COD) orders, refunds will be issued via bank transfer or store credit.

Payment Method	Refund Method	Refund Timeline
Cash on Delivery	Store Credit, E-Wallets, or Bank Transfer	Store Credit: 1–2 working days after inspection and approval. E-Wallets: 2–3 working days after inspection and approval. Bank Transfer:2–3 working days after inspection and approval (may take up to 14 working days to reflect in your bank account depending on your bank, per CPA and Central Bank of Egypt regulations).
Pre-Paid (Debit/Credit Cards, E-Wallets, Souhoola, ValU)	Refunded directly to the payment method, or Store Credit	The period varies according to the payment method after inspection and approval. Please note that the refund amount may be affected based on your account criteria with Souhoola, ValU, etc. It may take up to 14 working days to reflect in your account.

5. Non-Returnable Items

The following products are not eligible for returns:

Perishable products (e.g., food, flowers)
Health & hygiene-related items (e.g., cosmetics, personal care items, swimwear, underwear, sleepwear, lingerie, undershirts and shorts, socks, earrings, gold, hair care products, Soiree Dresses, Evening Dresses, beauty products, or any custom-made orders) unless damaged or defective.
Digital goods (e.g., software, eBooks)
Products purchased during clearance or final sales

Category-Specific Return Policies

1. Electronics

Electronics can be returned within 7 days if unused and in the original unopened packaging. Once opened, only defective products can be returned for repair, replacement, or refund. Ensure that all accessories, manuals, and warranty cards are included with the return.

2. Clothing and Fashion

Clothing can be returned within 14 days as long as the items have not been worn, washed, or altered, and all tags are still attached. Returns of intimate apparel (e.g., underwear, swimwear) are not allowed for hygiene reasons unless defective. Shoes may be returned with all items, including the dust bag and box — the shoebox is part of the product and should remain intact. Any missing or damaged items or soiled soles will be rejected. When trying on delicate fabrics, please remove any accessories or jewelry to avoid damage.

3. Beauty & Personal Care

Beauty products can only be returned if they are sealed and in their original condition. Opened items are only eligible for return if they are defective or damaged upon delivery.

How to Initiate a Return

Log in to your SAHLA account and visit the “Order History” section.
Select the product you wish to return and click “Request a Return.”
Follow the on-screen instructions to provide details about the return reason and select a return option (refund, exchange, or replacement).
Contact SAHLA customer service via email at info@Sahla.online or call +201222498863.
Wait for the pick-up by the shipping center — you can schedule the pickup at your convenience.

Seller Obligations

Sellers on SAHLA are required to comply with the return policy and provide high-quality products that match the description. Sellers will be responsible for covering costs related to returns for damaged, defective, or misrepresented products.

Customer Support

If you have any questions or need assistance with a return, please contact our customer service team at care@sahla.online or call +201222498863. We are here to help and ensure that your experience with SAHLA is smooth and satisfactory.

This policy is designed to balance customer convenience with fair seller protections, ensuring a healthy and trustworthy marketplace for all parties involved.