Refund policy

Nay is operated by Rimash for Export and General Trade (Commercial Registry No. 56888, Tax No. 775-992-008), based in Mohandessin, Giza, Egypt. This policy complies with the Egyptian Consumer Protection Law No. 181 of 2018 and its executive regulations.

1. Return Window

14 days from the date of receipt to return or exchange any item for any reason, provided it is in its original condition.
30 days from the date of receipt if the product is defective or does not match the specifications listed on the website.

2. Open Package Inspection on Delivery

Through our shipping partner Bosta, you have the right to open the shipment and inspect the item in the presence of the courier before accepting delivery and paying. If the item is damaged, incorrect, or does not match your order, you may refuse the shipment on the spot at no cost to you.

3. Cancellation Before Shipping

You may cancel your order at any time before it is shipped for a full refund with no deductions. Once the order has been handed to the courier, the return process under Section 4 applies.

4. Conditions for Return

To be eligible for a return or exchange, the item must be:

In its original condition — unused, unwashed, and unworn (beyond trying on).
With all original tags attached.
In its original packaging.
Accompanied by proof of purchase (order number or invoice).

5. How to Request a Return

Email us at support@nay-eg.com within the return window with your order number and reason for return. We typically respond within 1–2 business days (Sun–Thu).
Our team will arrange a pickup through Bosta or guide you on the next steps.
For defective items, a brief inspection may be required to confirm the manufacturing defect before the refund is issued.

6. Refunds

All refunds are issued in Egyptian Pounds (EGP).
Once the returned item is received and inspected, your refund will be processed within 7–14 business days.
Refunds are issued to the original payment method:

Credit/Debit Card & Apple Pay (Paymob): refunded to the same card.
Valu (BNPL): refunded through Valu to your account.
Cash on Delivery (COD): refunded via bank transfer or store credit, as agreed with the customer.

7. Return Shipping Costs

If the return is due to a defect, damage, or our error → Nay covers the return shipping cost.
If the return is due to change of mind → the return shipping cost is deducted from the refund.