Refund policy

Return & Exchange Policy

TERMS OF SERVICE

OVERVIEW

This website is operated by Erwana. Throughout the site, the terms “we”, “us” and “our” refer to Erwana.

Erwana offers this website, including all information, tools, products and services available from this site to you, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our website and/or purchasing something from us, you engage in our “Service” and agree to be bound by these Terms of Service (“Terms”), including any additional terms, conditions and policies referenced herein or available by hyperlink.

These Terms apply to all users of the website, including browsers and customers.

Please read these Terms carefully before accessing or using our website. By accessing any part of the website or placing an order, you agree to be bound by these Terms.

If you do not agree to these Terms, you should not use the website or purchase products through it.

Our store is hosted by Shopify, which provides the ecommerce platform that enables us to offer our products and Services to you.

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SECTION 1 — ELIGIBILITY AND USE OF THE WEBSITE

By agreeing to these Terms, you confirm that you have reached the legal age of majority in your place of residence or otherwise have the legal capacity required to use the Service and enter into purchases.

Customers may place orders as guests without creating an account.

You may not use our products or Services for any unlawful or unauthorized purpose, nor may you violate any applicable laws or regulations through your use of the Service.

A breach or violation of these Terms may result in termination of your access to the Service.

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SECTION 2 — PRODUCTS AND PERSONAL USE

Erwana offers fashion products and accessories through the website.

Products purchased through our online store are intended for personal use and not for commercial resale or wholesale purposes unless separately agreed with Erwana.

There is no fixed maximum quantity that a customer may order, provided that the requested products and quantities are available in stock.

We reserve the right to limit quantities, refuse, cancel or restrict orders where reasonably necessary, including in cases of suspected resale, fraud, pricing errors, inventory errors or product unavailability.

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SECTION 3 — PRODUCT AVAILABILITY

All products and orders are subject to availability.

We make reasonable efforts to keep inventory information accurate. However, a product may become unavailable after an order has been placed.

Erwana reserves the right to cancel an order if a product is out of stock, if an inventory error occurs, or if there is an obvious pricing or product-information error.

If Erwana cancels an order that has already been paid online, a full refund will be arranged by Erwana within approximately 3–5 business days.

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SECTION 4 — PRICES

Unless otherwise stated, prices displayed on the website are shown in Egyptian Pounds (EGP).

Prices may change from time to time without prior notice.

Shipping charges are calculated separately and displayed during checkout. Shipping fees may vary depending on the order and delivery location.

We reserve the right to correct pricing errors and cancel orders affected by an obvious pricing error.

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SECTION 5 — PAYMENT

Erwana currently accepts:

* Cash on Delivery (COD), payable to the courier upon delivery; and
* Available online payment methods shown at checkout.

By submitting payment information, you represent that you are authorized to use the payment method provided and authorize the applicable payment amount for your order.

Any refund that is approved and payable under these Terms will be arranged and processed directly through Erwana. Approved refunds are generally processed within 3–5 business days, although the time for funds to become available may also depend on the relevant payment service or financial institution.

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SECTION 6 — ORDERS

When you place an order, you agree that the information you provide is accurate and sufficient to process and deliver your order.

Receipt of an order does not necessarily constitute final acceptance of that order.

Erwana reserves the right to accept, refuse or cancel an order where reasonably necessary, including due to product availability, stock errors, pricing errors, suspected fraud or violation of these Terms.

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SECTION 7 — ORDER CANCELLATION

Customers may request cancellation of an order before the order has been shipped.

Once an order has been shipped, cancellation is no longer available under this cancellation policy, and the applicable delivery, inspection and exchange provisions will apply.

If an eligible order was paid online and is successfully cancelled before shipping, Erwana will arrange a full refund.

Approved refunds are generally processed within 3–5 business days.

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SECTION 8 — SHIPPING AND DELIVERY

Erwana currently ships within Egypt only.

Delivery is available across Egypt.

Our estimated delivery timeframe is 2–5 business days.

Delivery times are estimates and are not guaranteed. Delays may occur due to courier operations, weather, public holidays, force majeure events or other circumstances outside Erwana’s reasonable control.

Shipping fees are displayed during checkout and may vary depending on the order and delivery location.

Once an order is transferred to the courier, delivery will be handled in accordance with the applicable courier process.

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SECTION 9 — INSPECTION ON DELIVERY

Where inspection is available with the applicable delivery service, customers may open and inspect the order before accepting it and completing Cash on Delivery payment.

If the customer chooses not to accept the order after inspection and returns it immediately to the courier, the customer will only be responsible for the applicable shipping charges, subject always to any mandatory rights available under Egyptian law.

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SECTION 10 — EXCHANGE POLICY

Erwana offers customers an exchange period of 7 days from the date of delivery, subject to the conditions below and without limiting any mandatory consumer rights available under applicable Egyptian law.

To qualify under Erwana’s standard exchange policy:

* The product must be unused.
* The product must remain in its original condition.
* Original tags must remain attached where applicable.
* Original packaging must be provided.

For a standard exchange, the customer is responsible for the applicable exchange shipping charges.

Sale products, discounted products and products purchased as part of bundle offers are covered by the same standard 7-day exchange policy.

There are currently no general product categories excluded from Erwana’s standard exchange policy, provided that the exchange conditions above are satisfied.

For bundle offers, an individual item may be exchanged without exchanging the entire bundle, subject to availability and any applicable price adjustment.

Customers may exchange a product for another product of a higher or lower value.

Where there is a price difference, the customer will pay any additional amount due or Erwana will arrange the applicable difference in the customer’s favor, as appropriate.

If the requested replacement product is unavailable, the customer may select another available product.

Exchange requests can be submitted through:

WhatsApp: +20 150 0119730
Instagram: @erwana_egyy

Nothing in this section is intended to restrict any non-waivable right that a consumer may have under applicable Egyptian consumer protection law.

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SECTION 11 — DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Customers are encouraged to inspect their products promptly after delivery.

If a product arrives damaged or defective, or if Erwana sends an incorrect product, the customer should contact Erwana as soon as possible and preferably within 48 hours of delivery to allow us to investigate and resolve the issue quickly.

The customer may be required to provide clear photographs or video showing the product and the reported issue through WhatsApp or Instagram.

Once the issue is verified, Erwana may offer the customer the applicable remedy, including an exchange or refund, in accordance with applicable law.

Where Erwana confirms that the product was damaged, defective or incorrectly supplied, Erwana will cover the applicable shipping costs associated with resolving the issue.

The 48-hour notification request is intended to facilitate prompt investigation and does not limit any mandatory statutory rights or longer periods that may apply to defective goods under Egyptian law.

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SECTION 12 — RETURNS, REFUNDS AND STATUTORY CONSUMER RIGHTS

Erwana’s standard commercial policy after acceptance of a correctly supplied, non-defective order is exchange in accordance with Section 10.

However, nothing in these Terms, the Refund Policy or any other Erwana policy is intended to exclude, restrict or waive consumer rights that cannot legally be excluded or restricted under the laws of the Arab Republic of Egypt.

Where applicable law grants a customer a right to return a product, obtain a refund, exchange a product or receive another remedy, those statutory rights will apply.

For further information, please review our Refund Policy:

https://erwanaa.com/policies/refund-policy

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SECTION 13 — INTELLECTUAL PROPERTY

All content made available through the website, including trademarks, branding, logos, product photographs, graphics, text, designs, videos, website layouts and other materials owned or lawfully used by Erwana is protected by applicable intellectual property laws.

You may use the website for personal, non-commercial purposes only.

You may not reproduce, distribute, modify, publish, sell, exploit or commercially use Erwana content without prior written permission, except where permitted by applicable law.

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SECTION 14 — OPTIONAL TOOLS

We may provide access to third-party tools that we do not monitor or control.

Such tools are provided on an “as is” and “as available” basis without warranties, representations or endorsements from Erwana regarding the third-party tool itself.

Your use of optional third-party tools is at your own discretion and risk and may also be subject to the relevant third party’s terms.

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SECTION 15 — THIRD-PARTY LINKS AND SERVICES

Certain content, products or services available through our website may include materials or services provided by third parties.

Third-party links may direct you to websites that are not affiliated with Erwana.

We are not responsible for examining or evaluating third-party websites, their content, policies or practices.

Your dealings with third-party websites and services are subject to the terms and policies of those third parties.

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SECTION 16 — RELATIONSHIP WITH SHOPIFY

Erwana’s store is hosted by Shopify.

However, purchases made through the Erwana store are transactions directly between the customer and Erwana.

Shopify provides the ecommerce platform and related technology used to operate the store but is not the seller of Erwana products.

To the extent provided in Shopify’s applicable terms and services, Shopify is not responsible for Erwana products, orders, customer service, refunds, exchanges or other obligations arising from transactions between Erwana and its customers.

Your use of Shopify-operated consumer services, where applicable, may also be governed by Shopify’s own terms and privacy policies.

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SECTION 17 — PRIVACY

Your personal information submitted through the website is handled in accordance with our Privacy Policy.

Please review our Privacy Policy:

https://erwanaa.com/policies/privacy-policy

By using our website, you acknowledge that certain information may be processed by Shopify and other service providers necessary to operate the store, process orders, facilitate payments and deliver Services.

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SECTION 18 — FEEDBACK AND SUBMISSIONS

If you submit reviews, ideas, suggestions, comments, feedback or other materials to Erwana, you represent that you have the right to submit such content.

You may not submit unlawful, abusive, misleading, defamatory, obscene or infringing material.

You may not impersonate another person or provide misleading information about the origin of submitted content.

We reserve the right to remove content that violates these Terms or applicable law.

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SECTION 19 — ERRORS AND INACCURACIES

Occasionally, information on the website may contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, offers, shipping charges, delivery times, stock availability or other information.

We reserve the right to correct errors, update information or cancel affected orders where reasonably necessary.

If an affected order has already been paid and is cancelled, Erwana will arrange the applicable refund.

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SECTION 20 — PROHIBITED USES

You may not use the website or its content:

* For unlawful purposes;
* To violate applicable laws or regulations;
* To infringe intellectual property rights;
* To harass, abuse, harm or discriminate unlawfully against another person;
* To submit false or misleading information;
* To transmit malicious software, viruses or harmful code;
* To collect or misuse personal information belonging to others;
* To interfere with the security or proper operation of the website;
* To attempt unauthorized access to the website or related systems; or
* For fraudulent or abusive activities.

We reserve the right to restrict or terminate access to the Service where these Terms are violated.

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SECTION 21 — DISCLAIMER

We make reasonable efforts to provide an accurate, secure and reliable online shopping experience.

Except where prohibited by applicable law, the website and Services are provided on an “as is” and “as available” basis.

Nothing in these Terms excludes warranties, guarantees, remedies or other consumer rights that cannot legally be excluded under applicable Egyptian law.

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SECTION 22 — LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Erwana will not be liable for indirect, incidental, special or consequential losses arising solely from the use or inability to use the website or Services.

Nothing in these Terms limits or excludes liability where such limitation or exclusion is prohibited by applicable law.

Nothing in this section limits any mandatory consumer rights available under Egyptian law.

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SECTION 23 — INDEMNIFICATION

To the extent permitted by applicable law, you agree to indemnify and hold Erwana harmless from third-party claims, losses or reasonable expenses arising directly from your unlawful use of the Service, violation of these Terms or infringement of another party’s rights.

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SECTION 24 — SEVERABILITY

If any provision of these Terms is determined to be unlawful, void or unenforceable, that provision will be enforceable to the maximum extent permitted by law and the unenforceable portion will be treated as severed from these Terms.

The remaining provisions will continue in full force and effect.

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SECTION 25 — TERMINATION

These Terms remain effective unless terminated by you or Erwana.

You may stop using the website at any time.

Erwana may suspend or terminate access to the Service where a user materially violates these Terms or uses the Service unlawfully or fraudulently.

Obligations and liabilities incurred before termination will survive where applicable.

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SECTION 26 — ENTIRE AGREEMENT

These Terms, together with the policies referenced in them, constitute the agreement between you and Erwana concerning your use of the website and purchases through the Service, subject to applicable mandatory law.

Failure by Erwana to enforce a provision on one occasion does not constitute a waiver of that provision.

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SECTION 27 — ASSIGNMENT

You may not transfer your rights or obligations under these Terms without our prior written consent where such consent may lawfully be required.

Erwana may transfer its rights and obligations in connection with a legitimate transfer or restructuring of its business, subject to applicable law.

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SECTION 28 — GOVERNING LAW

These Terms of Service and any separate agreements through which Erwana provides Services to you shall be governed by and interpreted in accordance with the laws of the Arab Republic of Egypt.

Any mandatory consumer protection rights and applicable jurisdiction rules under Egyptian law remain unaffected.

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SECTION 29 — CHANGES TO THESE TERMS

We may update these Terms from time to time by publishing an updated version on the website.

Changes will apply from the date they are published, subject to applicable law.

Customers are encouraged to review this page periodically.

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SECTION 30 — SHIPPING POLICY

Additional information regarding shipping and delivery is available in our Shipping Policy:

https://erwanaa.com/policies/shipping-policy

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SECTION 31 — CONTACT INFORMATION

Questions regarding these Terms of Service, orders, exchanges or other customer-service matters may be sent to Erwana using the following contact information:

Trading Name: Erwana
Business Address: Mansoura, Dakahlia, Egypt
Email: abdosameh16@icloud.com
Phone / WhatsApp: +20 150 0119730
Instagram: @erwana_egyy
Website: erwanaa.com

Business Registration Number: Pending
VAT Number: Pending

The Business Registration Number and VAT Number will be added once available.

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Last Updated: September 22, 2026