Return, Exchange & Refund Policy

Last Updated: August 2026

At KSV, customer satisfaction is our priority. We have therefore created a simple and clear return and exchange policy that complies with the applicable laws and regulations in Egypt.

1. Returns & Exchanges

You may request a return or exchange within 14 days from the date of delivery, subject to the rules and exceptions provided by law.

The product must be in its original condition and must not have been damaged or altered due to misuse, negligence, or improper handling after delivery.

Please keep your order number or other proof of purchase.

2. Opened or Used Products

Due to the nature of KSV products, including fragrances and personal care products, a product may not be eligible for return or exchange after it has been opened, used, or its seal or packaging has been removed, where its condition does not allow it to be returned or resold in its original condition, in accordance with applicable law.

In all cases, this does not affect your rights if the product is damaged, defective, or does not match your order.

3. If Your Product Arrives Damaged or Has an Issue

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible, preferably within 48 hours of delivery, and provide:

• Your order number.

• Clear photos of the product and packaging.

• A brief description of the issue.

The 48-hour period helps us document the issue and follow up with the shipping company, and does not waive or limit any legal rights you may have.

After reviewing the case, if a defect or error on the part of KSV is confirmed, the matter will be handled in accordance with applicable law, including replacement, return, or refund, where applicable, without charging you any costs that cannot legally be charged to you.

4. How to Request a Return or Exchange

It’s simple:

1. Contact KSV Customer Service.
2. Provide your order number and the reason for the return or exchange.
3. We will provide you with the return instructions and the required steps.

Please do not send the product back before contacting us.

5. Refunds

Once the returned product has been received, inspected by KSV’s quality team, and confirmed to meet the applicable conditions, you will be notified whether your refund request has been approved.

Refunds will be processed as follows:

Online Payments (Bank Cards): The refund will be issued to the same payment card used for the purchase. The amount may take approximately 7 to 14 business days to appear in your account, depending on your bank or payment service provider.

Cash on Delivery (COD): Refunds will be made via bank transfer or an electronic wallet using the customer’s registered phone number, within 3 to 5 business days from the date the return is approved.

Shipping and delivery charges may be deducted in returns requested due to customer preference, such as a change of mind, where such deduction is permitted by applicable law.

6. Who Pays the Return Shipping Costs?

If the return or exchange is due to an error or defect attributable to KSV, KSV will cover the applicable shipping costs in accordance with the law.

In cases where applicable law permits the customer to be charged for shipping, the amount will be calculated based on the actual shipping cost paid by KSV to the shipping company and actually charged to KSV, rather than any default, subsidized, or discounted shipping amount displayed on the website.

Upon request, we can provide supporting evidence of the actual shipping cost charged to KSV.

7. Order Cancellation & Policy Updates

Orders may be cancelled before processing or shipment begins.

Once an order has been shipped, it will be subject to the return and exchange policy outlined above, while preserving all applicable legal rights.

KSV reserves the right to update this policy when necessary. Any changes will apply to orders placed after the updated version is published and will not apply retroactively to previous orders, unless otherwise required by law.

Contact Us

KSV

Website: ksv-eg.com
Email: wecare@ksv-eg.com
WhatsApp: +201060951026

© 2026 KSV. All Rights Reserved.