At Homepals we want every little pal to feel right at home. If something isn't right, here's how returns, exchanges and refunds work.

Your 14-day right to return

Under Egyptian Consumer Protection Law No. 181 of 2018, you may return or exchange most items within 14 days of receiving your order, provided the item is unused, in its original condition and packaging, and accompanied by proof of purchase.

How to start a return or exchange

• Contact us at [support email] or [phone / WhatsApp] within 14 days of delivery, quoting your order number.
• Let us know whether you'd like a replacement, an exchange for another pal, or a refund.
• We'll arrange collection or share the return address. Please keep the original packaging.

Refunds

• Once we receive and inspect the returned item, we'll approve your refund within 3–7 business days.
• Card payments are refunded to the original card. Cash-on-Delivery orders are refunded by bank transfer or mobile wallet to an account you provide.
• The original EGP 100 delivery fee is non-refundable unless the item arrived damaged, defective or incorrect.

Damaged, defective or wrong items

Please inspect your order on delivery. If a pal arrives damaged, faulty or not what you ordered, contact us within 48 hours with a photo and we'll replace it or refund it in full — including shipping — at no cost to you.

What we can't accept back

• Items that have been used or altered, or returned without their original packaging.
• Items damaged through misuse after delivery.
• Items clearly marked as final sale.

Questions? Email [support email] — we're happy to help.