Refund policy

At TUWA, every product leaves our hands — and our Sinai origin — with one standard: nothing should reach your table that isn't exactly as it should be.
We stand fully behind the quality of everything we make. This policy explains when and how we will make it right.

Due to the perishable and consumable nature of our products — olive oil, honey, and za'atar — all sales are considered final once a product has been opened or used.
This is standard practice across the premium food industry globally and is consistent with Egyptian consumer protection regulations for perishable goods.

TUWA will offer a full refund or free replacement in the following situations:
The product arrived damaged, broken, or leaking due to shipping.
The wrong product was delivered (wrong SKU, wrong size, wrong item).
The product is visibly defective, contaminated, or significantly different from what was described.
The product arrived past its best-before date through no fault of the customer.
The seal on the bottle or jar was broken upon arrival.
In these cases, we ask that you contact us within 48 hours of receiving the order and provide a photograph of the issue. We will resolve it promptly — no questions asked.

The following situations are not eligible for return or refund:
Products that have been opened and partially consumed, unless they are defective.
Products returned more than 7 days after delivery without prior notification to TUWA.
Change of mind after purchase, unless the product is unopened (see Section 4).
Products damaged by the customer after delivery (improper storage, accidental breakage).
Dislike of flavour or taste — we encourage customers to start with a smaller SKU to discover their preference before purchasing the 1L format.
Gift hampers or corporate orders where individual components have been opened.

If you receive a product and decide — before opening it — that you no longer want it, you may return it within 7 days of delivery, provided:
The product is completely unopened, with original seal intact.
The original packaging and any gift box or tissue is undamaged.
The customer covers the cost of return shipping to our facility in 6th of October, Giza.
Once the returned item is received and inspected, a refund will be processed to the original payment method within 5–7 business days.

We pack every TUWA order with care — dark glass bottles are wrapped individually and secured in protective packaging. Despite this, breakages can occasionally occur. If your order arrives damaged, please follow these steps:
Step 1: Do not discard any packaging or the damaged product.
Step 2: Photograph the damaged item(s) and packaging clearly.
Step 3: Contact us at hello@tuwaegypt.com or WhatsApp within 48 hours of delivery.
Step 4: Include your order number and the photographs in your message.
We will send a replacement at no charge within 2–3 business days, or process a full refund if a replacement is not available.

For gift hampers and corporate gifting orders (20+ units), the following applies:
Damaged or defective items within a hamper will be replaced individually at no cost.
Corporate orders with 5+ damaged units will receive a full re-shipment of affected items.
Personalised gift hampers (with custom cards or branding) cannot be refunded unless they are defective or damaged.
For Ramadan / Eid corporate orders, any damage must be reported within 24 hours of delivery due to the time-sensitive gifting nature.

Approved refunds are processed as follows:
Credit/Debit card payments: refund to the original card within 5–7 business days.
Fawry / Paymob payments: refund processed within 7–10 business days.
Cash on Delivery orders: refund via bank transfer or Instapay within 5 business days.
Shipping costs are non-refundable unless the return is due to TUWA's error.

For any return, refund, or quality concern, please contact us through any of the following:
Email: Info@tuwaegypt.com
WhatsApp: +201055656567
Instagram DM: @tuwa_eg
Response time: within 24 hours Saturday–Thursday, 48 hours on Fridays and public holidays.