Refund & Exchange Policy | ORVAN Perfumes

Last updated: October 10, 2026

This policy is governed by Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations issued by Prime Minister's Decree No. 822 of 2019. If any part of this policy conflicts with the law, the law prevails. The Arabic version of this policy is the reference version.

1. Right to withdraw within 14 days, without giving a reason

• You may exchange or return a product and receive a refund of the amount paid within 14 days of receiving it, without giving a reason (Articles 17 and 40 of the Law).
• The product must be in the condition it was in at the time of sale: unused, with its original packaging, wrapping and seal intact (Article 17).
• A perfume whose wrapping or seal has been opened, or which has been used, cannot be restored to its condition at the time of sale. The no-reason right to withdraw therefore does not apply to it, under Article 17 (items 1 and 3) and Article 41 (item 5) of the Law. This exception does not affect your full rights if the product is defective (section 2).
• For returns without a defect, the customer bears the return shipping cost (Article 40).
• We refund the amount paid within 7 days of the product being returned to us, using the same payment method (Article 40). For cash-on-delivery orders, the refund is made by InstaPay transfer or in cash, as agreed with the customer.

2. Defective or non-conforming products: 30 days

• If your product arrives defective, not matching its specifications or the purpose agreed, damaged in transit, or different from what you ordered, you may exchange or return it for a refund within 30 days of receipt (Article 21 of the Law; Article 16 of the Executive Regulations).
• This is done at no additional cost to you. We cover shipping both ways.
• We carry out the exchange or refund within one week of your request (Article 16 of the Executive Regulations).

3. Changing your order

You may correct or amend your order within 7 working days of its confirmation (Article 38).

4. Late delivery

If we deliver after the agreed date, or fail to deliver within 30 days where no date was agreed, you may cancel the order at no cost, and we bear all shipping costs (Article 40).

5. How to make a request

• Contact us by phone or WhatsApp at +20 155 622 8500, or email info@orvan-perfumes.com.
• Include your order number and, for a defect, a description and preferably photos of the product and packaging.
• We will confirm receipt of your request and arrange the return with you.

6. Consumer Protection Agency

You may file a complaint with Egypt's Consumer Protection Agency on hotline 19588 or at cpa.gov.eg.

7. Seller details

• Brand: ORVAN | أورڤان
• Seller: Pure H
• Commercial Register No. 59777
• Address: Carrefour Street, Al-Me'raj Al-Olwy, Zahraa El Maadi, Cairo, Egypt
• Phone / WhatsApp: +20 155 622 8500
• Email: info@orvan-perfumes.com