Refund, Return and Cancellation Policy

1. Scope and seller responsibility

This Policy applies to consumer purchases made from independent merchants through a Just2Pay-powered marketplace, storefront or selling link. Unless checkout states otherwise, the named merchant is the seller of record and is responsible for product conformity, invoice, delivery, warranty and refund obligations. Just2Pay provides the platform, case workflow and payment-enablement support and may facilitate communication or refunds; it does not become the product seller merely by facilitating payment.

2. Statutory rights in Egypt

Nothing in this Policy limits mandatory rights under Egyptian Consumer Protection Law No. 181 of 2018. As summarized by Egypt’s Consumer Protection Agency, consumers generally may return or exchange eligible goods without giving a reason within 14 days after receipt and without expense, subject to lawful exceptions; defective goods may generally be returned or exchanged within 30 days after receipt, and the supplier must provide the requested statutory remedy without extra cost within the legally required period. If law provides a longer or stronger right, the law prevails.

3. Change-of-mind returns

The shopper should open a return request within 14 days after confirmed delivery. The item should be unused, complete and in its original condition and packaging to the extent reasonably necessary to inspect it. Lawful exclusions may include goods that cannot be returned to their original condition due to their nature or packaging; rapidly perishable goods; goods altered through consumer fault; made-to-specification goods that conform; books, newspapers, magazines, software and similar items; jewelry and equivalent goods; and opened intimate apparel or wedding dresses, as applicable under Egyptian law. Merchant-created exclusions cannot override mandatory rights.

4. Defective, incorrect, damaged or counterfeit goods

Report the problem as soon as possible and within at least 30 days after receipt. Provide the order number and reasonable evidence such as photographs where available. The merchant must inspect fairly and may not impose a fee for a valid statutory defect claim. Depending on the consumer’s lawful request and the circumstances, the remedy may be replacement, return and refund, repair where legally appropriate, or another mandatory remedy. Counterfeit, unsafe and materially misdescribed goods may also trigger merchant enforcement.

5. Cancellations and failed delivery

A shopper may request cancellation before dispatch through the order page or support channel. If already dispatched, the return process applies. A merchant may cancel for verified stock error, pricing error, invalid address, failed verification, prohibited transaction or force majeure, but must not discriminate or evade consumer rights. For COD, no payment refund is due unless money was collected. Shipping attempts, refusal and failed delivery may be recorded and reasonable costs allocated only where law and the disclosed checkout terms permit.

6. Return workflow

Submit the request from the order page or to infosec@just2pay.net. The merchant or platform will issue instructions and, where offered, a return label or pickup. The shopper should return all components, gifts and accessories. Condition and serial/IMEI checks may be recorded. Disputes about a defect or condition may be escalated to Just2Pay and ultimately the Consumer Protection Agency.

7. Refund method and timing

Approved refunds are normally returned to the original payment method. For COD or a lawful operational exception, the shopper may be asked for a verified bank or wallet destination. Merchant approval should be completed within the statutory timeframe. After initiation, the payment provider or bank may require additional processing time; the interface should display a reference and realistic estimated completion date. Shipping and handling are refunded where required by law or where the merchant caused the return. No party may charge a consumer an extra fee for a valid defective-goods remedy.

8. Digital goods, services and subscriptions

Cancellation rights for digital content, customized services, immediately performed services and merchant SaaS subscriptions depend on the nature and stage of supply and mandatory law. The checkout must disclose any lawful loss of cancellation rights before performance begins. Just2Pay SaaS subscription cancellation/refund rules belong in the merchant order form and do not replace shoppers’ rights against a marketplace seller.

9. Complaints

Contact infosec@just2pay.net with the order number and relevant evidence. If unresolved, consumers may contact Egypt’s Consumer Protection Agency through its official channels, including hotline 19588, subject to any updated official contact information. Effective date: 01 September 2026.