Refund policy
Last Updated: August 9, 2026
This Refund Policy explains the conditions and procedures for returns, exchanges, and refunds for orders placed through this website.
Our return procedures are designed to operate in accordance with applicable Egyptian consumer protection requirements.
- Returns or Exchanges — No Defect
Customers may request a return or exchange of an eligible item within 14 days from the date of delivery.
The returned item must be:
- unused and unworn;
- unwashed;
- undamaged;
- in its original condition;
- with all original tags attached.
The item will be inspected after it is returned to us.
If the item meets the applicable return conditions, the customer may request an exchange or refund.
For eligible non-defective returns, the customer is responsible for the cost of returning the item to us, in accordance with the rules applicable to distance purchases under Egyptian Consumer Protection Law.
- Defective or Non-Conforming Items
If an item has a manufacturing defect, is damaged for reasons not attributable to the customer, or does not conform to the agreed specifications, the customer may contact us within 30 days from the date of delivery.
After the reported issue is confirmed, the customer may request:
- an exchange; or
- a full refund.
For confirmed defective or non-conforming items, Lektara covers the applicable return shipping costs, and the customer will not incur additional return-related charges.
- Orders Containing Multiple Items
Our courier partners currently do not support partial acceptance of a shipment at the time of delivery.
If an order contains several items, the customer must therefore either:
- accept the complete shipment; or
- refuse the complete shipment at delivery.
It is not possible to accept some items from the same shipment and return other items directly to the courier at the doorstep.
This operational limitation does not affect the customer's right to request a return or exchange of individual eligible items after delivery.
For example, if an order contains three items and the customer wishes to keep two but return one, the customer should:
- Accept and pay for the complete shipment.
- Contact Lektara Customer Care.
- Identify the item that needs to be returned.
- Follow the return instructions provided by our team.
The selected eligible item can then be returned separately in accordance with this Refund Policy.
- How to Request a Return or Exchange
To request a return or exchange, please contact Lektara Customer Care within the applicable return period:
Email: info@lektara.net
Phone / WhatsApp: +2011 24004959
Please provide:
- your order number;
- the item or items you wish to return or exchange;
- your contact details;
- the reason for your request, where applicable;
- photographs where a manufacturing defect or other product issue is being reported.
Our Customer Care team will confirm the return procedure and provide the necessary instructions.
- Returning the Product
After your return request has been confirmed by Customer Care, the product must be returned by courier to the return location provided by our Customer Care team.
Please do not send a return to our administrative address unless specifically instructed to do so by Customer Care.
Non-Defective Returns
If the product is being returned because:
- the size is not suitable;
- the customer changed their mind;
- the style was not suitable;
- or the customer otherwise wishes to return an eligible non-defective product,
the customer is responsible for the return shipping cost.
The return shipping cost is based on the standard delivery fee for the customer’s area, plus an additional 10–20 EGP charged by the courier service for the return shipment.
Defective or Non-Conforming Products
If a manufacturing defect or other qualifying product issue is confirmed, Lektara will cover the applicable return delivery cost.
The returned product will be inspected after it is received.
- Inspection of Returned Items
All returned products are inspected before an exchange or refund is completed.
For a non-defective return, the product must remain in the same condition in which it was received.
We may be unable to accept a return if the product has:
- been worn or used;
- been washed;
- been damaged after delivery;
- been altered;
- had its original tags removed;
- or otherwise ceased to meet the applicable return conditions.
This does not limit the customer's rights where the product itself has a confirmed manufacturing defect or was non-conforming when delivered.
- Refund Method
Orders placed through this website are currently paid using Cash on Delivery (COD).
The website does not process or store card payment information.
Because orders are paid using Cash on Delivery (COD), approved refunds are issued, with the customer's agreement, through one of the following methods:
- Vodafone Cash
- InstaPay
Customer Care will confirm the customer's preferred refund option before processing the refund and will request the information necessary to complete the selected refund method.
- Refund Processing Time
Non-Defective Returns
Once the returned item has been received, inspected, and confirmed as eligible for refund, the refund will be processed through the customer's agreed refund method — Vodafone Cash or InstaPay — within no more than 7 days from the return of the eligible product.
Defective or Non-Conforming Items
Refunds or exchanges for confirmed defective or non-conforming items will be handled within the timeframe required under applicable Egyptian Consumer Protection Law and without additional return-related cost to the customer.
- Statutory Exceptions
Certain products or circumstances may be excluded from the standard right of return where an exception is specifically permitted under applicable Egyptian consumer protection law.
Any such exception will be applied only where legally applicable.
A promotional price, discount, sale price, or inclusion in a promotional collection does not by itself remove the customer's applicable statutory return rights.
- Customer Support
For questions regarding returns, exchanges, or refunds:
Phone / WhatsApp: +2011 24004959
Email: info@lektara.net
Administrative Address: Al Rehab City, New Cairo, Cairo 11841, Egypt
Support Hours: Sunday – Thursday, 9:00 AM – 5:00 PM