Our commitment
At GENTIX, we aim to handle every return or exchange request fairly and in accordance with applicable Egyptian consumer protection law. This policy applies to orders made through gentix.store.
Change-of-mind requests
Under Egyptian consumer protection rules, consumers generally have a 14-day right to request a return or exchange without giving a reason, subject to legal exceptions. Certain personal-care and cosmetics products may be excluded from change-of-mind returns depending on their nature, packaging and condition, including circumstances specified in the rules for distance sales. Any request will be reviewed according to applicable law; your statutory rights are not restricted.
If you want to request a change-of-mind return, please contact GENTIX within 14 days of receiving your order and keep the products and their packaging in the condition in which they were delivered. We will explain the available options and any legally applicable exceptions.
Damaged, defective or incorrect items
If an item is defective, damaged on arrival or different from what you ordered, please contact us with your order number, the product name and clear photos of the issue. Egyptian consumer protection rules provide remedies for defective or non-conforming products, including return or exchange within 30 days from receipt, without additional cost to the consumer where applicable.
If a defect is confirmed, we will arrange the appropriate replacement or refund in accordance with applicable law. This includes handling associated return shipping without an extra charge where required.
Personal-care product hygiene
For health and hygiene reasons, please do not use a product that arrived damaged, leaking, unsealed or in an unexpected condition. Contact us before opening or using it when possible. Whether a personal-care item may be returned for a change of mind depends on the applicable legal exception and circumstances; this does not remove your rights when a product is defective.
Cash on delivery refunds
Orders are paid for in cash on delivery. When a refund is approved, GENTIX will arrange a suitable refund method with you and communicate the steps. No card refund is applicable to our current cash-on-delivery-only checkout.
How to request assistance
- Provide your order number, contact information and a short description of the request.
- Share photos of the product and outer packaging where relevant.
- Do not send products to an address that has not been confirmed by our support team.
- Contact GENTIX at 01034441000 or via https://wa.me/201034441000. Effective date: 12 October 2026.
Legal rights
Nothing in this policy limits rights granted by Egyptian law. Where this policy differs from a mandatory consumer protection requirement, the legal requirement prevails.