Refund & Returns Policy

Last updated: 29 September 2026

This Policy explains how cancellations, 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 and personal-care store, we balance your statutory rights with strict hygiene and product-safety requirements. You accept this Policy at checkout before paying.

1) Summary

Cancel before dispatch: free, full refund.
Change of mind: return eligible, unopened items within 14 days of delivery. Makeup, care and personal-use products cannot be returned or exchanged, even if unopened (see Section 4).
Defective, damaged or not as described: return within 30 days for a refund or replacement at no cost to you.
Refunds: to the same card, Apple Pay card or wallet you paid with, processed through Kashier and started within 7 days of approval.

2) Cancelling an order

Before dispatch: email info@10point8.com or WhatsApp (+20) 010 8009 6770 with your order number. We cancel the order and refund the full amount, including delivery fees, to your original payment method.
After dispatch: the order can no longer be cancelled. Please receive it and use your return rights below. Refusing delivery without a lawful reason may incur the delivery and return fees set out in our Shipping & Delivery Policy.
If we cancel your order (for example, if an item is out of stock), we refund you in full.

3) Your statutory return rights

14-day return without giving a reason: you may return an eligible product within 14 days of receiving it for a full refund, if it meets the conditions in Section 5.
30-day defective / non-conforming: if a product is defective, damaged on arrival, or does not match its description, you may return it within 30 days for a refund or replacement at no cost to you.

4) Products that cannot be returned (hygiene)

For health, hygiene and safety reasons, the following cannot be returned or refunded unless they are defective, damaged on arrival or officially recalled:

Makeup, care and personal-use products, whether opened or unopened — including skincare, haircare, fragrance, and tools that touch the skin, hair or eyes (brushes, sponges, tweezers, lash tools).
Testers, samples, free gifts, and single-use or quickly consumed items.
Personalised items, and gift cards or vouchers once issued or activated.
Items returned incomplete or with damaged packaging, removed labels or altered batch numbers.

5) Return conditions

The product is unused, untried and unopened, with its original seal and shrink-wrap intact.
It is in its original packaging, with all inserts, accessories and any free gift received with it.
You provide proof of purchase (order number or invoice).
Sets and bundles are returned complete; for a partial return from a promotion, the discount may be recalculated.

Every return is inspected on arrival. We may refuse a return, or deduct an amount for loss of value, if the item is opened, used, incomplete or damaged by the customer — except where it was defective, damaged on arrival or recalled. Refused items can be sent back to you at your request and cost.

6) How to return an item

Contact us at returns@10point8.com or WhatsApp (+20) 010 8009 6770 with your order number, the item(s), the reason, and photos if the item is damaged or defective.
Approval: we issue a return authorisation (RMA) and arrange courier pickup or give you a drop-off address. Please do not send items back without an RMA.
Packing: pack the item securely in its original packaging with the invoice and all accessories and gifts.
Inspection and outcome: we inspect the item and confirm the refund or exchange in writing, or explain in writing why the return was refused.

Please report shipping damage or a wrong item as soon as possible, ideally within 48 hours of delivery. Your 30-day statutory right for defects still applies.

7) Refunds

Same payment method: refunds for card, Apple Pay and mobile-wallet payments (such as Vodafone Cash) are processed through our payment provider, Kashier, back to the same card or wallet used for the purchase. We cannot refund a card payment in cash or to a different card or account.
Timing: we start the refund within 7 days of approving your return or cancellation. The time for the money to appear depends on your bank or wallet provider — usually 7–14 business days for cards, and often sooner for wallets.
90-day limit for card refunds: under card-network rules, a refund to the original card can be processed within 90 days of the payment date. If a refund is due after that (for example, for a product recall), we will refund you by bank transfer or mobile wallet in the cardholder’s name after verification.
Cash-on-delivery orders: refunded by bank transfer or mobile wallet in the customer’s name after verification.
Amount: we refund the product price and any mandatory charges paid. For cancellations before dispatch and for defective or wrong items, we also refund the delivery fee.
Chargebacks: if you open a dispute with your bank for the same order, we may pause the refund until the bank resolves it, to avoid a double refund.

8) Return shipping costs

For valid statutory returns (14-day change of mind, or 30-day defective or non-conforming), you pay no return-shipping cost: we arrange and cover standard courier pickup. If a return is not eligible (for example, an opened hygiene product), we will tell you, and the item can be sent back to you at your request and cost.

9) Exchanges

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

10) Wrong, damaged or defective items

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.

11) Recalls

If a product is recalled by its manufacturer, we follow the recall instructions (refund or replacement) regardless of the usual return windows.

12) Contact and return address

Email: returns@10point8.com | Phone / WhatsApp: (+20) 010 8009 6770
Return address: Al-Ahram Metro Station St., Heliopolis (Masr El-Gedida), Cairo, Egypt — next to Milad Raouf Jewelry

13) Changes to this Policy

We may update this Policy from time to time. The current version is always published on this page with its “Last updated” date; the version in force when you placed your order applies to that order. Where any term conflicts with a mandatory consumer right under Egyptian law, the statutory right prevails. If there is any inconsistency between the Arabic and English versions, the Arabic version prevails.

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