This policy explains your rights and the steps for requesting an exchange, return, or refund for a purchase from Vochti. Please keep your order number or invoice and inspect the product when it is delivered.
Inspection on delivery
You may inspect the product before accepting delivery. You may refuse delivery if the product differs from your order or has any of the following issues:
- The colour, size, material, or dimensions do not match the order.
- The product has a visible defect or damage.
- Parts or accessories are missing.
- Packaging damage has affected the condition of the product.
Please record the issue with the delivery representative and contact us immediately through the Contact page, including your order number and clear photographs whenever possible.
Shipping damage or visible missing parts
To help us document the delivery condition and handle your request quickly, please report shipping damage within 24 hours of delivery and visible defects or missing parts within 48 hours. Include your order number and at least three clear photographs or one video showing the issue.
These reporting periods are intended to speed up verification of the delivery condition and do not limit your statutory rights concerning defective goods.
Returns or exchanges within 14 days
You may request an exchange or return of a ready-made product for a refund within 14 days of delivery, without giving a reason and without additional cost, provided the product remains in its original condition, is unused, and includes its accessories and original packaging whenever applicable.
Change-of-mind returns do not apply in cases excluded by law, including:
- Products made to order or produced to specifications selected by the customer, provided the product matches those specifications.
- Products whose condition has changed because of the customer’s use, installation, or handling.
- Products whose nature or packaging prevents them from being restored to their condition at the time of purchase.
- Personal-use products, including bedding and pillows, after their packaging has been opened where health or hygiene considerations prevent a return.
Defective products within 30 days
If a defect appears within 30 days of delivery, you may request a replacement or return the product for a refund. This will be completed without additional cost, and the replacement or refund will be completed within one week of contacting us. Refunds are returned through the original payment method, in accordance with applicable law.
Requests are inspected to confirm the nature of the defect. This section does not cover damage caused by misuse, improper installation, or storage contrary to the product instructions.
How to submit a request
To request an exchange or return:
- Contact us through the Contact page or the business email address published on the website.
- Include your name, order number, and the reason for the request.
- For damage, defects, or missing parts, attach at least three clear photographs or one video.
- Our team will contact you to confirm eligibility and arrange collection or return.
Please do not send the product before receiving return instructions from our team.
Your legal rights
This policy does not limit any mandatory consumer rights under Egyptian consumer protection law or any applicable product warranty. If there is a dispute concerning a product defect, the customer may contact the Egyptian Consumer Protection Agency.