VitaNile Return, Exchange & Refund Policy

Effective Date: [10/9/2026]
Last Updated: [10/9/2026]

At VitaNile, we want every customer to receive the correct, genuine product in proper condition.

This policy explains how returns, exchanges and refunds are handled while preserving all mandatory rights available to consumers under Egyptian law.

1. Change-of-Mind Returns

Subject to the statutory exceptions described below, a customer may request the return or exchange of an eligible product within 14 calendar days from the date of receiving it, without having to provide a reason.

The Egyptian Consumer Protection Agency currently confirms this 14-day consumer right, subject to specified exceptions.

For a change-of-mind return, the product should generally be:

• unused;
• unopened;
• in the same condition in which it was received;
• complete with its original packaging;
• with seals or shrink-wrap intact where applicable;
• accompanied by proof of purchase.

2. Health, Hygiene and Safety Exceptions

Certain products may not be eligible for change-of-mind returns where their nature, characteristics, packaging or safety requirements make it impossible to return them to their original sale condition.

This may include, where permitted by applicable law, opened or unsealed:

• dietary supplements;
• vitamins;
• ingestible wellness products;
• skincare products;
• cosmetics;
• hair-care products;
• intimate-care products;
• sexual-wellness products;
• personal-hygiene products;
• rapidly perishable products.

The official Consumer Protection Agency guidance recognises exceptions where the nature or packaging of a product prevents its safe return to its original condition, as well as rapidly perishable goods.

These exceptions do not affect your rights if the product is defective, damaged, incorrect or materially different from its description.

3. Damaged, Defective or Incorrect Products

Please contact VitaNile if you receive a product that:

• is damaged;
• is defective;
• is leaking;
• has a broken or compromised seal;
• is materially different from its description;
• is different from the product ordered;
• has been affected by improper handling or storage before delivery;
• has another confirmed quality problem attributable to VitaNile, its supplier or delivery process.

Do not use a product that appears damaged, altered, leaking or unsafe.

The Egyptian Consumer Protection Agency states that consumers have a 30-day period from receipt for defective goods, during which the consumer may request replacement or return with refund.

4. What to Do if There Is a Problem

Contact us as soon as reasonably possible and provide:

1. your order number;
2. your name and contact information;
3. the product concerned;
4. a short description of the problem;
5. clear photographs where relevant.

Please retain:

• the product;
• original packaging;
• shipping packaging;
• seals;
• invoice or proof of purchase

until we confirm how the case will be handled.

5. How to Request a Return

To request a return or exchange:

WhatsApp / Phone: +20 122 281 2015 [confirm]
Email: vitanileadmin@gmail.com
Recommended: support@vitanile.com

Our team will review the request and provide the appropriate return or collection instructions.

Please do not send products to an address without first receiving return instructions from VitaNile.

6. Inspection of Returned Products

Returned products may be inspected to verify:

• product identity;
• condition;
• packaging;
• seal status;
• batch information;
• reason for return;
• whether the item meets the applicable return conditions.

Following inspection, we will confirm whether the return, exchange or refund has been approved.

Where a request cannot legally or reasonably be accepted, we will explain the reason.

7. Refunds

Once an eligible refund has been approved, VitaNile will process it as promptly as reasonably possible and within applicable statutory requirements.

For a confirmed defective product, Egyptian Consumer Protection Agency guidance provides that the consumer should receive the applicable replacement or refund without additional cost, and that the refund should be returned using the same method used for the purchase.

Accordingly:

Card or electronic-payment orders: refunds will generally be returned through the original payment channel.

Cash-on-delivery orders: VitaNile may arrange an appropriate supported refund method with the customer, such as a bank transfer or supported electronic wallet, subject to agreement and applicable requirements.

Processing times after VitaNile releases the refund may vary depending on the bank or payment provider.

8. Shipping and Collection Costs

Where a return results from:

• a confirmed product defect;
• damage before or during delivery;
• an incorrect product;
• a VitaNile fulfilment error;
• a materially misdescribed product,

VitaNile will bear the applicable collection, replacement or refund-related cost as required by law.

For eligible change-of-mind returns, any return-related charge will only be applied where permitted by law and clearly communicated to the customer.

9. Exchanges

Where an exchange is approved, it is subject to product availability.

If the requested replacement product is unavailable, an appropriate refund or alternative resolution will be offered.

10. Product Authenticity Concerns

If you believe a product received from VitaNile may have an authenticity, packaging, batch, seal or quality problem:

Do not use the product.

Keep the product and all packaging and contact us immediately with:

• your order number;
• product photographs;
• batch/lot information;
• expiry information;
• details of your concern.

We will investigate the product’s source and fulfilment information.

11. Cancellation Before Dispatch

If you wish to cancel an order that has not yet been dispatched, contact VitaNile as quickly as possible.

Where cancellation is still operationally possible, we will cancel the order and refund any amount already collected through the applicable payment channel.

Once an order has entered delivery, the standard return process may apply.

12. Your Statutory Rights

Nothing in this Return, Exchange & Refund Policy limits or removes any mandatory right available to consumers under Egyptian law.

If any part of this policy conflicts with a mandatory consumer-protection requirement, the applicable legal requirement will prevail.

Consumers may also contact the Egyptian Consumer Protection Agency if a dispute cannot be resolved directly. The Agency recommends contacting the seller first and provides formal complaint channels where resolution is unsuccessful.

13. Contact Us

For returns, exchanges, damaged products or refund enquiries:

VitaNile Customer Support
Phone / WhatsApp: +20 122 281 2015 [confirm]
Email: vitanileadmin@gmail.com
Recommended: support@vitanile.com
Website: vitanile.com