Refund policy

Sorted — Returns & Refunds Policy

Overview We want you to be happy with your Sorted purchase. This Returns & Refunds Policy is designed to comply with applicable Egyptian consumer protection rules while protecting Sorted’s rights. For specific legal advice, consult a local attorney.

Return eligibility

  • You may request a return or refund within 14 calendar days from the delivery date for most products.
  • Items must be returned in their original, unused condition, with all original packaging, labels, and any free samples or gifts included.
  • We reserve the right to refuse returns that show signs of use, damage beyond original manufacturing defects, missing components, or that are returned without required documentation (order number, proof of purchase).

Non-returnable / non-refundable items

  • Opened or used cosmetics and personal-care items where hygiene is a concern (unless found defective or damaged on arrival).
  • Gift cards, downloadable products, or products explicitly marked “Final Sale.”
  • Items damaged after delivery due to misuse, neglect, or improper storage.

Defective, damaged, or incorrect items

  • If your order arrives damaged, defective, or incorrect, contact us within 7 calendar days of delivery at support@sorted.com with photos, order number, and a description. We will assess the issue and, if validated, offer a full refund, replacement, or store credit at your choice.
  • Sorted may require proof (photos, videos) and may request return of the defective item before issuing a refund or replacement.

Return process

  1. Contact support: Email support@sorted.com with your order number, reason for return, and photos if applicable. Do not send items back without authorization.
  2. Authorization: If your return is approved, we will issue a Return Authorization and provide return instructions and the return address.
  3. Ship the item: Return the item within 7 calendar days after authorization (unless otherwise instructed). Keep tracking information until the return is complete.
  4. Inspection & outcome: Once received and inspected, we will notify you of approval or rejection and, if approved, process the refund or exchange.

Refunds

  • Approved refunds will be issued to the original payment method within 7–14 business days after we receive and inspect the returned item. Timing may vary by bank or card issuer.
  • Orders paid via Cash on Delivery will be refunded via bank transfer, digital wallets (e.g., Vodafone Cash, InstaPay), or a store credit voucher, depending on your preference.
  • For electronic online card payments or digital wallets, standard administrative gateway transaction fees may be deducted if the return is due to a change of mind.
  • Shipping fees paid at the time of purchase are refundable only when the return is due to our error (e.g., defective, damaged, or incorrect item). Promotional shipping discounts may affect refundable amounts.
  • If you used a discount code or promotion, refunds may be reduced proportionally to the discount applied.

Shipping costs & responsibilities

  • Customers are responsible for return shipping costs for non-defective items unless otherwise stated in a return authorization.
  • If Sorted arranged or paid original shipping and the return is not due to our error, Sorted may deduct reasonable shipping costs from the refund or charge a restocking fee (disclosed at authorization).
  • We recommend using tracked shipping and adequate insurance for high-value returns; Sorted is not responsible for items lost in transit during return shipment unless Sorted provided a prepaid return label and tracking.

Exchanges

  • Exchanges are handled as a return + new purchase. If you want a replacement product, follow the return process and place a new order (or request assistance from support to arrange an exchange when stock permits).

Cancellation of orders

  • You may cancel an order before it ships by contacting support@sorted.com as soon as possible. Once an order has shipped, cancellation is treated as a return and refund according to this policy.
  • Sorted reserves the right to cancel any order for reasons including pricing errors, suspected fraud, or inability to fulfill the order; in such cases we will notify you and issue a full refund.

Inspection, refusals, and merchant rights

  • Sorted inspects all returned items. We reserve the right to refuse refunds or offer partial refunds if returned items do not meet the policy conditions.
  • Sorted may apply a reasonable restocking fee for returns that are returned opened, incomplete, or damaged by the customer (we will disclose any fee before you complete the return).
  • Sorted reserves the right to update this policy, refuse returns from repeat abusers of the returns process, and take action on suspected fraudulent returns in accordance with applicable law.

Dispute resolution & legal compliance

  • This policy is intended to be consistent with applicable Egyptian consumer protection laws. If a legal dispute arises, parties will seek to resolve amicably; consumers may also exercise rights under Egyptian law, including contacting the Egyptian Consumer Protection Agency.
  • Nothing in this policy limits your statutory rights under applicable Egyptian law.

Contact For returns, questions, or support: support@sorted.com Mailing address for returns (use only when authorized by Sorted): [Sorted Returns — Address provided on return authorization]

By placing an order with Sorted you agree to the terms of this Returns & Refunds Policy.