1. Your Legal Basis, and Ours

Under Article 40 of Consumer Protection Law No. 181 of 2018, a consumer buying at a distance (online) has the right to withdraw from the purchase within 14 days of receiving the goods without giving a reason, subject to statutory exceptions, including goods which, by their nature or for health and hygiene reasons, cannot be returned once opened.

Perfume is exactly such a product, and the law would permit us to refuse any opened bottle. We deliberately go beyond that statutory floor: RYZE accepts returns of opened and reasonably tested fragrances under the conditions of Section 3. That wider promise is contractual, granted by RYZE; wherever this policy is silent, the statutory rules apply.

2. The 14-Day Window: How It Is Counted

• The window opens on the date of delivery as recorded by Bosta's delivery scan (date, hour and minute, Africa/Cairo time). That timestamp is the authoritative start of the count.
• The window closes at 23:59 EET on the fourteenth calendar day after the delivery date. Example: delivered Tuesday, August 4, 2026 at 15:20 → the window closes Tuesday, August 18, 2026 at 23:59 EET.
• A return is initiated in time when your written request, an email to support@ryzeeg.com or a submission through our Returns & Exchanges portal, is received before the window closes. The timestamp of our mail server or portal record is decisive, and we confirm it back to you in writing.

3. Conditions for a Change-of-Mind Return

A returned fragrance qualifies for a refund when all of the following hold:

• the return was initiated within the 14-day window (Section 2);
• the bottle is in good condition, with cap, atomizer and label intact;
• the fragrance has not been used in excess; as a guideline, consumption beyond roughly 10% of the contents is treated as excess use;
• the product is returned in its original box with all accompanying materials, packed adequately for transport.

Items that arrive damaged because of inadequate return packaging, or that fail these conditions, may be refused or refunded partially at our reasonable discretion; we document the condition on arrival with photographs and share them with you.

4. Defective, Damaged, or Wrong Items

If your order arrives damaged, defective, leaking, or different from what you ordered, contact us within 48 hours of delivery at support@ryzeeg.com with your order number and clear photographs (and, where possible, an unboxing video). We resolve such cases at no cost to you: replacement or full refund, including all shipping fees, as Law No. 181 of 2018 requires.

5. Refunds: Method and Timing

• Inspection: within 3 business days (Sunday–Thursday) of the returned item reaching our fulfilment point, we inspect it and notify you of the outcome in writing.
• Card / electronic payments: approved refunds are issued to the original payment method within 7–10 business days of approval; your bank may need additional days to post the credit.
• Cash-on-Delivery orders: refunds are made by bank transfer or mobile wallet (e.g., Vodafone Cash / InstaPay) to details you provide, within the same 7–10 business days.
• Every refund generates an email confirmation carrying the date and time of processing.

6. Exchanges

Each order is eligible for one exchange. To exchange for a different scent or size, contact us within the same 14-day window, then:

1. Open the Returns & Exchanges portal and enter your order number with the email or phone used at checkout.
2. Select "Request Return / Exchange," choose the replacement, and submit.
3. Hand the original item to the Bosta courier on collection; the replacement ships once the original passes inspection. Price differences are settled per Section 5.

7. Non-Returnable Items and Order Cancellation

• Gift cards are non-refundable.
• Products purchased in bundles or promotional sets are returned as the complete set unless stated otherwise; the refund equals the price actually paid for the set.
• You may cancel any order free of charge before it is dispatched to Bosta. Once dispatched, cancellation is no longer possible, but the 14-day return right applies after delivery.

8. The AI Assistant

Our website offers AI-powered assistance (described in the Privacy Policy). The assistant can explain this policy and help you start a request, but it cannot itself approve returns or issue refunds, and its answers do not amend this document. If the assistant's wording and this policy ever differ, this policy governs.

9. Complaints and Your Right to Escalate

If you believe we have fallen short of this policy or of the law, write to support@ryzeeg.com with the subject "Complaint"; we respond within 48 hours and aim to resolve within 7 business days. You additionally have the right, at any time, to complain to the Egyptian Consumer Protection Agency (جهاز حماية المستهلك), hotline 19588, whose processes are independent of ours.

10. Contact and the Policy Set

Full contact channels, hours, and response times are published on our Contact Information page. Company identification, commercial registration, and tax registration details are published in the Legal Notice.