Return and Exchange Policy

Official Time Frames for Requests

At ROXA Egypt, your satisfaction is our top priority, which is why we follow clear, organized policies that balance your freedom of choice with official logistical and health standards:

• General return or exchange (free of defects): Customers may submit a return or exchange request within 14 days of the actual delivery date, provided the product is in its exact original condition as described below.
• Manufacturing defects or non-conforming specifications: In this case, the return/exchange period extends to a full 30 days from the delivery date, and the product undergoes a technical inspection to confirm the defect.

Conditions for Accepting Return and Exchange Requests

To approve return or exchange requests and complete the process successfully, the following criteria must be met:

• The product must be in its original technical and physical condition, unaltered and unopened, exactly as received from the delivery agent.
• The product must not have been used at all (except where an internal manufacturing defect is revealed during first use).
• The product must be returned in full, together with its original, intact packaging, charger, cables, lenses, instruction manuals, and any promotional gifts or extra items included with the order.
• An official proof of purchase (invoice or the order number directly from our website) must be provided.
• The device must not have sustained any damage from misuse, such as breakage, scratching, dropping, damage, exposure to water or liquids, or attempts at external repair.

Cases Where Returns or Exchanges Are Not Accepted

Due to the nature of personal and body care devices, we apologize that we cannot accept or process requests in the following cases, in order to protect public safety:

• If the product has been opened or used in a way that directly affects health standards, device hygiene, or personal safety.
• If the customer exceeds the legally specified period (14 days for standard requests, 30 days for defective items).
• If any accessory, box, bundle, or special-offer item is missing, meaning the return is not made in full.

Important Note: Individual Body Response and Result Variation

All ROXA Egypt devices must be used precisely and in accordance with the included instruction manual to ensure efficiency. Please note that actual results naturally vary from person to person depending on factors such as skin type, hair characteristics, how consistently the device is used, and individual body biology.

Accordingly, results appearing more slowly than expected, or differing from personal expectations, is not considered a manufacturing defect in the device, as long as it is functioning correctly, technically and structurally, in line with its published technical specifications. As such, it is not eligible for return on these grounds once the product has been used.

Logistics Fees and Refund Details

• Fees in case of a defect or error: ROXA Egypt bears the full cost of shipping and return logistics, with no financial obligation on the customer whatsoever.
• Fees for optional returns (no defect): The customer bears the full shipping fees and logistics costs associated with returning the product to our warehouse.
• Refund procedures: Once the returned item is received, technically inspected, and confirmed to meet the required conditions, the refund is issued via the original payment method used. The process may take several business days depending on the procedures of the relevant bank or electronic payment provider.
• Exchange price differences: When requesting a replacement device of higher value, the customer pays the price difference; if the replacement is of lower value, the difference is settled either as a refund or as a store credit voucher toward a future order.

Cancelling Orders Before Shipment

You may request to cancel your purchase order free of charge and with no fees at all, as long as the shipment has not yet been handed over to the shipping company, by contacting our customer service team right away. Once the shipment has been dispatched and handed over for delivery, however, the request will be handled as a standard return, subject to the applicable shipping fees.

Submitting a Return or Exchange Request to Customer Service

To start and activate your request, please contact our technical support team right away and provide them with the following details for a quick review: order number, customer name, registered phone number, reason for the request, and clear photos or video showing the condition of the device.