Refund policy
Return & Refund Policy
Effective Date: June 22, 2025
Cataloug.com is committed to ensuring customer satisfaction while protecting the rights of both customers and vendors. This Return & Refund Policy is drafted in accordance with Egyptian Consumer Protection Law No. 181 of 2018.
1. Return Eligibility
Customers may request to return a product within 14 days from the date of receipt, provided that the product:
- Is unused and in its original condition
- Is returned in its original packaging
- Includes all original accessories, manuals, and components
- Has not been installed, assembled, altered, damaged, or used in any way
The following items are not eligible for return:
- Customized or made-to-order products
- Final sale or clearance items
- Products explicitly marked as “non-returnable” on the product page
- Products that have been installed, assembled, used, damaged, or altered after delivery
- Products returned without their original packaging, accessories, manuals, or components
Cataloug.com reserves the right to reject any return request that does not meet the above conditions.
2. How to Request a Return
To initiate a return request, the customer must:
- Log into their Cataloug.com account
- Navigate to their order history
- Select the relevant order and request a return
- Follow the instructions provided by Cataloug.com
All return requests must include accurate order reference details.
Depending on the product category, vendor policy, and customer location, the vendor may either:
- Arrange a pickup service, or
- Require the product to be dropped off at a specified location
Failure to follow the return instructions may result in delays or rejection of the return request.
3. Voluntary Returns Without Product Defects
If the customer requests to return a product for reasons not related to a defect, damage, or incorrect delivery, including but not limited to change of mind, wrong selection, change in preference, or cancellation after receiving the product, the return may be accepted subject to inspection and approval.
In such cases, Cataloug.com and/or the relevant vendor shall have the right to deduct 25% of the product value or total order value from the refund amount.
This deduction is applied to cover costs related to:
- Product inspection
- Handling and administration
- Repackaging
- Restocking
- Logistics coordination
- Loss of resale value
- Any operational costs incurred by the vendor or Cataloug.com
This deduction shall not apply where the return is due to:
- A defective product
- A damaged product upon delivery
- An incorrect item being delivered
- A verified error caused by Cataloug.com or the vendor
Cataloug.com reserves the right to determine whether a return is classified as a voluntary return or a return caused by defect, damage, or incorrect delivery.
4. Refund Process
Once the returned product is received, inspected, and approved:
- The refund will be issued to the original payment method used at checkout.
- For Cash-on-Delivery (COD) orders, refunds will be made via bank transfer.
- The refunded amount will be processed within five (5) business days from the date of return approval.
For voluntary returns without product defects, Cataloug.com and/or the relevant vendor will deduct 25% of the product value or total order value before issuing the refund.
Delivery fees and return shipping costs are non-refundable, unless the return is due to:
- A defective product
- A damaged product upon delivery
- An incorrect item being delivered
Refund processing times may vary depending on the payment provider or bank procedures.
5. Damaged, Defective, or Incorrect Items
If a product is delivered damaged, defective, or different from what was ordered:
- The issue must be reported within 48 hours of delivery.
- The customer must upload clear photographic evidence through their Cataloug.com account.
- The product must remain unused and in the condition in which it was received until the case is reviewed.
After verification and coordination with the vendor, Cataloug.com will either:
- Replace the product at no additional cost, or
- Issue a full refund, including delivery charges where applicable.
Failure to report issues within 48 hours may limit eligibility for replacement or refund.
Cataloug.com reserves the right to reject claims where the damage, defect, or issue cannot be verified, or where the product has been used, installed, altered, or damaged after delivery.
6. Return Shipping and Pickup Costs
For returns requested due to customer preference, change of mind, wrong selection, or any reason not related to a defect, damage, or incorrect delivery, the customer may be responsible for any applicable return shipping, pickup, handling, or logistics costs.
Where the return is due to a confirmed defective, damaged, or incorrect product, Cataloug.com and/or the relevant vendor will bear the reasonable return shipping or pickup costs.
7. Inspection and Approval
All returned products are subject to inspection before any refund is approved.
Cataloug.com and/or the relevant vendor may reject the return or reduce the refund amount if the product:
- Is not in its original condition
- Has been used, installed, assembled, altered, or damaged
- Is missing accessories, manuals, parts, or components
- Is returned without original packaging
- Shows signs of misuse or improper handling
The final approval of any return or refund will be determined after inspection of the returned product.
8. Right to Refuse Abuse of Policy
Cataloug.com reserves the right to refuse returns or refunds in cases of:
- Abuse or misuse of the return policy
- Repeated unreasonable return behavior
- Evidence of product use, alteration, or damage caused by the customer
- False claims regarding product defects, damage, or incorrect delivery
- Failure to follow the return instructions provided by Cataloug.com
All decisions will be made in compliance with applicable consumer protection regulations.
9. Vendor-Based Returns
Cataloug.com operates as a marketplace platform connecting customers with independent vendors.
Some return conditions may vary depending on the product type, vendor, delivery location, or product category, provided that such conditions are clearly communicated to the customer and do not conflict with applicable consumer protection regulations.
Cataloug.com will coordinate between the customer and the relevant vendor to review, approve, reject, replace, or refund returned products in accordance with this policy.
10. Final Decision
Cataloug.com reserves the right to make the final decision regarding the acceptance or rejection of any return or refund request after reviewing:
- The product condition
- The reason for return
- The vendor’s assessment
- The customer’s submitted evidence
- The applicable return eligibility conditions
This policy is intended to protect customer rights while also preventing misuse and protecting vendors from unreasonable losses.