Refund policy

Return & Refund Policy | Cupindy

This Return & Refund Policy is designed to comply with Egyptian Consumer Protection Law No. 181/2018 and to protect the rights of both customers and suppliers on our marketplace.

Cupindy operates as a Marketplace & Service Provider, connecting customers with independent suppliers. Product quality, specifications, and warranties are the responsibility of each supplier or brand. Cupindy facilitates order processing, delivery, inspection, customer support, and returns.

1. Order Cancellation

You may cancel your order by 2:00 PM on the same day it was placed.
Orders cancelled after this time may not be eligible for cancellation due to courier dispatch.

2. Return Eligibility (14 Days – As Required by Law)

You may request a return within 14 days of receiving your order. Returned items must meet all of these conditions:

  • The product must be in its original condition, unused, undamaged, and in its original packaging (sealed/unopened if applicable).

  • All included accessories, manuals, or warranty cards must be returned.

  • The item must not have been damaged or altered while in your possession.

  • The returned item must match the product originally delivered.

3. Marketplace Product Quality & Pricing

Cupindy displays accurate product details provided by suppliers, including:

  • Brand

  • Material

  • Size

  • Color

  • Price

  • Warranty (if any)

If the product matches the description on the website, the return will be processed under standard return rules and:

  • You may return it within 14 days.

  • Return shipping fees apply.

If the product does not match the listing or arrives defective, it falls under section 7 (Faulty/Incorrect Items).

4. Items with Adhesive Materials

Some items include adhesive pads or double-sided tape.

  • Adhesive performance varies by surface, temperature, and application.

  • Weak adhesive performance does not classify as a manufacturing defect unless stated otherwise by the supplier.

  • Returns for adhesive issues follow our standard return policy (customer pays return fee if product matches listing).

5. Size & Color Expectations

We clearly indicate sizes and color choices, including “random colors” where applicable.

If the product matches the description but does not meet your expectations:

  • You may return it within 14 days.

  • Return shipping fees apply.

6. Exchanges

If you request an exchange (not due to an error on our part):

  • You will pay the return shipping fee and the shipping for the new item.

  • The original item must be inspected and approved before sending the replacement.

  • Exchange requests must be submitted within 14 days from delivery.

7. Faulty or Incorrect Items

Items Over 50 EGP

If your order contains a defective or incorrect item:

  • Report the issue within 14 days.

  • Cupindy will evaluate the case and may request photos or videos.

  • If confirmed faulty or incorrect:

    • Return shipping is free

    • You receive a replacement or full refund

Items 50 EGP or Less

If a low-value item (≤50 EGP) is defective:

  • You receive a refund without needing to return it.

8. Warranty Responsibility

  • Product warranties (إن وجدت) are the responsibility of the brand or supplier, not Cupindy.

  • Cupindy assists customers by coordinating with suppliers during the warranty period.

  • If a supplier cannot fulfill the warranty, Cupindy will support the customer with refund or replacement according to availability.

9. Refund Methods

Refunds may be issued through:

  • Bank Transfer

  • Instapay

  • Wallets

  • Credit/Debit Card (if technically possible)

  • Valu (if technically possible)

Important Notes

  • In some cases, refunds cannot be processed back to cards or Valu due to provider limitations.

  • Cupindy does not issue cash refunds.

  • Third-party refund services may be used; Cupindy bears no liability as long as the customer successfully receives the refund.

Refunds typically take 7–10 business days after the return is inspected and approved.

10. How to Initiate a Return

You may request a return through:

1. Online Return Portal

2. Facebook Message

3. Customer Service



Working Hours: 10:00 AM – 5:00 PM (except Fridays, Sundays, and national holidays)

The courier collects returned items within 3–5 working days,
inspection takes 3–5 working days,
full process completed within 14 working days.

11. Return Shipping Fees

Customer-Initiated Returns

(Cases such as change of mind, size, color, or quality perception)

  • Customer pays return shipping fees.

Orders With Free Shipping

If the returned item causes the order to fall below the free-shipping minimum:

  • The original shipping fee will be deducted.

  • Return shipping fees also apply.

Discount Code Refund Adjustments

If a return makes your order fall below the discount threshold:

  • The discount value is deducted from the refund.

12. Abuse of Return Policy

Cupindy may suspend accounts if customers:

  • Request excessive returns

  • Return used items

  • Abuse the free return process

  • Intentionally damage items

  • Misrepresent the condition of products

(CP Law Article 25)

13. Electronic Records

Orders, messages, chats, receipts, and confirmations via:

  • Website

  • Email

  • WhatsApp

  • SMS

  • Facebook Messenger

are legally recognized as binding documentation.

14. Contact Us



Email: [email protected]