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LEGAL

Shipping & Returns

Delivery across Egypt, and how we handle returns, refunds and anything that goes wrong.

Please note: this document is a working draft prepared for the NEFRO platform. It must be reviewed and approved by a qualified Egyptian lawyer before public launch, and the bracketed company details below must be completed.
Last updated: 28 July 2026 · Bracketed values below must be confirmed against your live courier contract before launch.

Shipping

Where we deliver

We currently deliver across Egypt. Coverage and timing vary by governorate.

Timing

  • Orders are dispatched within [1–2] working days of confirmation.
  • Greater Cairo and Alexandria: approximately [1–3] working days from dispatch.
  • Other governorates: approximately [2–5] working days from dispatch.

These are estimates. Public holidays and courier delays can extend them; we will keep you informed.

Cost

  • Standard delivery: [__] EGP.
  • Free delivery on orders above [500] EGP.

Tracking

You receive confirmation when your order is dispatched, with tracking where the courier provides it. You can also see order status in your account.

Returns

Your right to cancel

You may cancel and return an unopened item within 14 days of delivery for a full refund of the item price.

Food safety exception

For the safety of animals, opened bags of food cannot be returned or resold unless the product is faulty, damaged in transit, past its date, or not what you ordered. This does not affect your rights in those cases.

If something is wrong with your order

Contact us within 48 hours of delivery with your order number and a photograph of the item and batch code. If the product is damaged, defective, expired or incorrect we will replace it or refund it in full, including delivery, at no cost to you.

How to start a return

Email hello@nefropets.com or message us on WhatsApp with your order number and the reason. We will confirm the return method. Please keep the original packaging where possible.

Refunds

Approved refunds are issued to the original payment method within [7–14] working days of us receiving the return or approving the claim. Cash-on-delivery orders are refunded by bank or wallet transfer to details you provide.

Return shipping costs

If the return is due to a fault, damage or our error, we cover collection. For a change of mind, return shipping is at your cost unless we agree otherwise.

Subscriptions

You may pause, reschedule or cancel a recurring plan at any time before the next dispatch, from your account or by contacting us. Orders already dispatched follow the returns rules above.