Refund policy

🔄 Returns, Refunds & Cancellation Policy

Your satisfaction matters to us. In line with the Egyptian Consumer Protection Law, you can return eligible products within 14 days of delivery.

✅ Eligible for return

  • Unopened, unused products in their original sealed packaging.
  • Accessories (toys, bowls, litter boxes, collars, carriers and similar) that are unused and in their original packaging.
  • Any product that arrives damaged, defective, expired or different from what you ordered.

🍗 Food that arrives with a problem

  • If dry food, wet food or treats arrive damaged, defective or expired, please contact us within 3 days of delivery with photos of the product and its expiry date, and we will replace it or refund you in full.
  • If the package itself arrives damaged or something is missing, let us know within 48 hours of delivery.

🚫 Not eligible for return once opened

  • Pet food and treats.
  • Cat litter.
  • Supplements and veterinary medicines.
  • Grooming and cleaning products (shampoos, sprays, foams).

These items can't be returned once opened, for hygiene and safety reasons, unless they arrived damaged, defective or expired.

📝 How to return

  1. Contact us on WhatsApp 01036059719 or by email at info@rafeeqyshop.com with your order number and photos of the product.
  2. We reply to every return request within 24 hours and arrange the pickup with the courier.
  3. Once we receive and check the item, we will send your refund or a replacement.

❌ Order cancellation

  • You can cancel your order free of charge any time before it is shipped. Just message us on WhatsApp 01036059719 or email info@rafeeqyshop.com with your order number.
  • If you already paid online, you will get a full refund to the same card or wallet you paid with.
  • Once the order has been handed to the courier it can no longer be cancelled, but you can still return it under the return policy above.
  • Orders paid by InstaPay or bank transfer are cancelled if the transfer isn't confirmed within 24 hours.

💵 Refunds

  • Refunds are processed within 7 days of receiving the returned item (or of cancelling the order).
  • Paid online (card or wallet): refunded to the same card or wallet. It may take a few extra working days to appear, depending on your bank.
  • Paid by InstaPay or bank transfer: refunded by InstaPay or bank transfer to the account you paid from.
  • Cash on delivery: refunded by Vodafone Cash, InstaPay or bank transfer, whichever you prefer.
  • If the product was damaged, defective, expired or wrong, we cover the return shipping.
  • For change-of-mind returns, the return shipping fee is paid by the customer, at the same shipping rate for your governorate shown at checkout.