Siwa Reserve

Legal

Refund & Return Policy

Last updated: 1 May 2025

Our Commitment

Every Siwa Reserve product leaves our hands in perfect condition. We stand behind the quality of what we source and package. If something is wrong with your order, we will make it right — quickly and without unnecessary process.

1. Eligibility for Returns & Refunds

You are entitled to a full refund or replacement in the following situations:

  • Damaged on arrival: The product arrived physically damaged (broken jar, crushed tin, torn pouch).
  • Wrong product received: You received a different product than what you ordered.
  • Seal broken on delivery: The product's original seal was broken or tampered with before you opened it.
  • Product quality issue: The product does not meet our quality standard — off smell, unexpected appearance, or visible signs of spoilage.

2. How to Request a Refund or Replacement

Contact us via WhatsApp within 48 hours of receiving your order:

  1. Send a WhatsApp message to our number.
  2. Include your name, order details, and a photo of the issue.
  3. We will respond within a few hours and arrange a replacement or refund.

We do not require you to return damaged or spoiled products — a clear photo is sufficient.

3. Non-Refundable Situations

Refunds or replacements are not available in the following situations:

  • The product was returned more than 48 hours after delivery without prior notice to us.
  • The product has been opened and partially consumed, with no quality defect reported.
  • The customer changed their mind about the purchase (due to the perishable and food-safety nature of our products).
  • The product was stored incorrectly after delivery (e.g., olives not refrigerated after opening).

4. Refund Method

Refunds are processed via the original payment method:

  • Cash on delivery orders: Refund paid in cash on the next delivery or via Instapay transfer within 2 business days.
  • Bank transfer orders: Refund transferred back to your account within 3–5 business days.

5. Food Safety Note

For food safety and hygiene reasons, we cannot accept returns of opened food products unless there is a verified quality issue. This policy exists to protect all customers and complies with Egyptian food safety regulations.

6. Wholesale Orders

For wholesale orders (restaurants, hotels, retail stores), return and refund conditions are agreed in advance as part of the wholesale agreement. Contact us to discuss terms.

7. Contact Us

Response time: within a few hours during business hours (9am–6pm EET, Saturday–Thursday).

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