Return Policy

We want you to be confident in every order. Here is how we handle returns and refunds, in plain language.

Return window

You may request a return within 14 days of receiving your order, in line with Egyptian Consumer Protection Law (Law No. 181 of 2018), provided the conditions below are met.

What we accept

  • Sealed, unopened products in their original packaging with all labels and seals intact
  • Damaged on arrival — refuse the package at the door and contact us the same day
  • Wrong item received — we cover return shipping and resend the correct product
  • Defective or expired product — full refund or replacement at your choice

What we cannot accept

For hygiene and safety reasons — standard across the cosmetics industry — we cannot accept returns of:

  • Products that have been opened, used, or had their seal broken
  • Items where the tamper-proof seal is damaged
  • Personal-care testers and sample sets
  • Sale or clearance items marked as final sale
  • Gift cards

This is to protect every Hexera customer from receiving products that have been previously opened by someone else.

How to start a return

  1. Send a WhatsApp message to our customer service with your order number, the product, and the reason
  2. Include a clear photo of the product (and any damage if applicable)
  3. We respond within one business day with return instructions
  4. Once we receive and inspect the product, your refund is processed within 5–10 business days

Return shipping

  • Our fault (wrong item, damaged, defective): we pay the return shipping
  • Change of mind: return shipping is at your cost
  • Branch return: you can also return at any Omran Pharmacies branch in Greater Cairo — bring the product and your order number, no shipping fee

How refunds are issued

  • Cash on Delivery orders: refund via mobile wallet, bank transfer, or store credit — you choose
  • Shipping fees are non-refundable unless the return is our fault

Authenticity guarantee

If you ever receive a product that you believe is not authentic, contact us immediately. We will refund you in full, cover return shipping, and investigate the supply chain. Our entire reputation is built on authentic sourcing — we treat every authenticity concern as urgent.

Questions?

WhatsApp customer service is the fastest channel. See our Contact page for details.