Shipping, Refund and Returns Policy

Refund and exchange policy

At Dr. ElNazer, we are committed to providing the best shopping experience for our skincare and haircare products. Our 24/7 after-sales support ensures a seamless and convenient process for returns and exchanges.

To maintain the highest standards of safety and customer satisfaction, returns or exchanges are accepted under the following conditions.

Authenticity guarantee

All our products are 100% original and approved by the Egyptian Ministry of Health.

Return and exchange conditions

• Products must be in original condition and packaging, unopened, unused, and with no alterations to the external packaging.
• Returns will only be accepted after we receive and inspect the product to confirm it is 100% intact and eligible for resale.
• Products that do not meet these conditions will not be approved for return.
• Requests must be submitted within 7 days of placing the order, or within 24 hours of receiving the product, via our social media pages (Facebook or Instagram) or customer service hotline.

Return fees

• If the product is not defective and is returned in its original condition, a return fee of EGP 30 will be applied and deducted from the refund amount.
• If the product is damaged or defective, Dr. ElNazer will cover all return costs, and the customer will receive a gift voucher as compensation.

Refund process

• Refunds will be issued as a store credit, equal to the product’s net value after deducting any applicable delivery fees. This credit can be used for future purchases.
• If a customer cancels an electronically paid order without a valid reason, a 4% processing fee will be deducted to cover payment gateway charges.
• If the product was shipped before the refund request, the shipping cost will also be deducted.
• Refund processing time: 24 hours to 2 business days from the time we receive the returned item.

Health and safety policy

Due to the nature of cosmetic products, we cannot accept returns or exchanges for opened or used items, unless they are defective or contain a manufacturing fault.

Product replacement

If you’re exchanging a defective product:

• You may select a replacement.
• Any price difference between the original and new product will be adjusted accordingly.

Need help?

For assistance, please contact us by email at [email protected]

Shipping policy

At Dr. ElNazer, we are committed to delivering your skincare and wellness products efficiently and securely. Please review our shipping policy to understand how we handle and process your orders.

Shipping coverage

We offer delivery across all governorates in Egypt through trusted local courier partners. We do not currently offer international shipping.

Delivery timeframes

• Cairo and Giza: 1–3 business days
• Other governorates: 3–5 business days
• Remote areas: 5–7 business days

Business days exclude Fridays and national holidays.

Shipping fees

Shipping fees are calculated at checkout based on your delivery location. We do not offer free shipping at this time. Shipping rates typically range between EGP 60 and EGP 105 depending on the region.

Order processing

• Orders placed before 2:00 PM are processed on the same day.
• Orders placed after 2:00 PM will be processed the following business day.
• You will receive a shipping confirmation with tracking details once your order is dispatched.

Delivery attempts

The courier will attempt delivery up to 3 times. If all attempts fail, the order will be returned to us. A new delivery charge will be required for reshipping.

Questions or issues

If you experience any delays or issues with your order, please contact our customer service within 48 hours of the expected delivery date.

Email: [email protected]