Refund & Returns Policy — 10.8 (10point8)

Effective date: 24 October 2025

This Policy explains how returns, exchanges and refunds work at 10.8, in line with Egypt’s Consumer Protection Law No. 181 of 2018 and its Executive Regulations. As a cosmetics, skincare and personal-care store, we balance your statutory rights with strict hygiene, safety and product-integrity requirements.

1) Your statutory return rights (Egypt)

• 14-day return without reason: you may return an eligible product within 14 days of receiving it for a full refund, provided it meets the condition requirements in Section 3.
• 30-day defective / non-conforming: if a product is defective or does not match its description or specifications, you may return it within 30 days for a refund or replacement at no cost to you.

2) Products that cannot be returned (hygiene & nature of goods)

Because we sell cosmetics and personal-care products, and for reasons of health, hygiene and safety, the following cannot be returned or refunded once they have left our control — unless they are defective, damaged on arrival, or officially recalled:

• Any product that has been opened, unsealed, used or tried — including skincare, makeup, haircare, fragrances and personal-care items — once the protective / tamper seal or shrink-wrap is broken or removed.
• Testers, samples, free gifts, and single-use or quickly-consumed items.
• Tools and applicators that contact the skin, hair or eyes (e.g. brushes, sponges, tweezers, lash tools) once unsealed or used.
• Products with a short shelf life, or any item that cannot be restored to its original saleable condition.
• Personalised / customised items, and gift cards or vouchers once issued or activated.
• Items returned without their original condition — e.g. missing or damaged packaging, missing parts or gifts, removed or altered labels, or tampered batch / serial / lot numbers.

3) Return condition requirements (protecting product integrity)

To accept a return, we must receive the product in exactly the same condition in which it was delivered. A return will only be approved if all of the following are met:

• The product is unused, untried and unopened, with its original protective / tamper seal and shrink-wrap fully intact.
• It is in its original packaging, complete with every box, insert, manual, accessory and any free gift received with the order.
• There is no sign of use, damage, alteration, odour, missing quantity or contamination, and no change to the product or its packaging caused after delivery.
• You provide valid proof of purchase (order number or invoice).
• Sets, bundles and “buy-together” offers are returned complete; for a partial return from a promotion, we may recalculate the discount accordingly.

Inspection & our right to refuse: every return is inspected on arrival. We reserve the right to refuse a return or refund, or to deduct an amount reflecting any loss of value, if the product is opened, used, incomplete, damaged by the customer, or is otherwise not in its original condition — except where the product was defective, damaged on arrival, or recalled. Refused items can be sent back to you at your request and cost.

4) How to start a return (RMA)

1. Contact us at returns@10point8.com or WhatsApp (+20) 010 8009 6770 with your order number, the item(s), the reason, and clear photos if the item is damaged or defective.
2. Approval: we issue a Return Merchandise Authorisation (RMA) and arrange courier pickup or share a drop-off address. Please do not ship items back without an RMA.
3. Packing: repack the product securely in its original packaging together with the invoice and all accessories and gifts.
4. Inspection & outcome: on receipt we inspect the item and either confirm the refund / exchange or provide a written reason for refusal (see Sections 2 & 3).

Please report shipping damage or a wrong / incorrect item as soon as possible (ideally within 48 hours) of delivery so we can investigate. Your statutory 30-day right for defects continues to apply.

5) Refunds

• Method: approved refunds are issued to the original payment method. Card and e-wallet refunds are processed securely through our payment gateway, Paymob, back to your issuing bank or wallet. For cash-on-delivery orders, refunds are made by bank transfer or wallet after verification.
• Timing: we initiate refunds within 7 days of receiving and approving an eligible return; the time for the amount to appear in your account depends on your bank or card issuer.
• Amount: we refund the product price and any mandatory charges paid. Optional services (e.g. express-delivery upgrades) may be excluded where permitted by law.
• Chargebacks: if a chargeback is opened with your bank, we may pause a cash refund until the issuer resolves the dispute, to avoid double refunding.

6) Return shipping costs

For valid statutory returns (14-day without reason, or 30-day defective / non-conforming) you bear no return-shipping cost — we arrange and cover standard courier return. If a return is not eligible (for example an opened or used hygiene product), we will notify you, and the item can be returned to you at your request and at your cost.

7) Exchanges

Where stock allows, you may request an exchange instead of a refund for an eligible item. If the requested item is unavailable, we will process a refund.

8) Wrong or damaged on arrival

• If a product arrives damaged, incorrect or defective, we will replace it or refund it at no cost to you. Please send photos or a short video of the product and its packaging.
• Your statutory 30-day right to a refund or replacement for defects / non-conformity applies.

9) Health, safety & recalls

• If a product is subject to a manufacturer recall, we will follow the recall instructions (refund or replacement) regardless of the usual return windows.
• For everyone’s safety, we may refuse any return that poses a risk of contamination (e.g. unsealed creams, mascaras, lipsticks or perfumes).

10) Payments via Paymob

Online payments are processed on Paymob’s secure, PCI-DSS-compliant platform. We do not store your card number, CVV or PIN on our servers. To authorise payment and prevent fraud, we share only the data necessary to complete your order (such as your name, contact details, billing / shipping address and order value). Responsibility for cardholder-data security during payment rests with the payment gateway and your issuing bank; we remain responsible for your order and for coordinating with the gateway to resolve any payment issue.

11) Contact & return address

Email: returns@10point8.com  |  Phone / WhatsApp: (+20) 010 8009 6770

Return address: Cairo – Heliopolis – Al-Ahram Metro Station, next to Milad Raouf Jewelry.

12) Updates to this Policy

We may update this Policy to reflect operational or legal changes. The latest version will always appear on this page with a new effective date; significant changes will be announced on the Site and/or by email before they take effect.

This Policy is issued in line with Egypt’s Consumer Protection Law No. 181 of 2018 and its Executive Regulations. Where any term conflicts with a mandatory consumer right under Egyptian law, that statutory right prevails.

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