Returns, Refunds & Exchanges
Last updated: 22 September 2026
Easy online and in-store returns
Returning your online orders has never been easier. You may request a return or refund online from the convenience of your home. Exchanges are not available online — visit your nearest Al Nasser store within 14 days of receiving your order.
We aim to make online returns and refunds, and in-store exchanges, hassle-free. Please review the following terms and conditions to ensure a smooth process.
Return window
If your purchase has not met your expectations, you may return it within 14 days of receiving the order.
Return eligibility
- Item(s) must be unused and in the same condition in which they were received.
- Item(s) must be in the original packaging.
- A receipt or other proof of purchase must be provided.
How to return an online order
- Create a return request at online.alnasser.net/eg/returns-portal, or call Customer Care on 19785 and our team will create the request for you.
- A confirmation email will be sent once the return request has been created.
- Our courier will contact you to arrange collection of the item(s).
When the return is our fault, collection is free. If the item is faulty, damaged in transit or not what you ordered, we arrange and pay for the collection and refund your original delivery charge. For any other return, a collection fee is deducted from your refund; the amount is confirmed when you create the return request.
You can also bring the item(s) and your order number to your nearest Al Nasser store, which is always free.
Refund review and notification
- Once we receive the returned item(s), we will notify you by email or phone.
- After inspecting the item(s), we will notify you of the status of your refund.
- The inspection and refund-status process takes 7 working days.
Refund method
- Bank card: if you paid by debit or credit card, the approved refund will be returned directly to the same card.
- Cash on delivery: the approved refund will be sent to your electronic/online wallet or transferred to your bank account using your IBAN or account number.
- Buy now, pay later: for payments through ValU, Sympl, Tabby, Postpay, Tamara or a similar provider, the refund will be returned to the account used with that provider.
- Bank instalments: partial refunds are not available for purchases made through bank instalment plans.
Faulty, damaged or incorrectly supplied goods
For faulty, damaged or incorrectly supplied goods, we may offer a substitute or replacement product, or provide a full refund through an available method, including any delivery charges paid, if applicable.
The faulty, damaged or incorrect product must be returned to us within 30 days and in the same condition in which it was supplied.
Non-returnable products
For hygiene reasons and to protect the safety of Al Nasser customers, the following products cannot be returned or refunded:
- Underwear
- Corsets
- Socks and tights
Sports equipment, swimming pools and installed products
Please inspect these products in the presence of the delivery team before signing for them. Any incorrect delivery, missing part, transit damage or apparent manufacturing defect must be reported to us within 72 hours of delivery, on 19785 or cs@alnasser.eg, so that we can inspect it.
- Once assembled or installed by our team, these products cannot be returned or refunded unless there is a manufacturing defect, because assembly merges components that cannot be restored to their original condition.
- If the product has been delivered but not assembled, not used and remains in its original sealed packaging, you may still return it within the return window above.
- Swimming pools that have been filled or inflated, and any product that has been used, assembled or installed, cannot be returned or refunded. After that point, any claim is limited to the warranty in our Terms & Conditions — and several of these products carry no warranty.
- If the product is defective, damaged in transit or not what you ordered, we collect it and repair, replace or refund it at no cost to you.
- Damage caused by incorrect installation is not a manufacturing defect. Damage resulting from assembly by anyone other than our authorised team, from over-filling or incorrect water treatment, from unsuitable chemicals, from placement on unsuitable or uneven ground, or from exceeding stated weight or capacity limits, is not covered.
Full terms: Terms & Conditions