Refund & Exchange
How much time do I have to return a product to Vatrina?
Before returning an item, please check our client Return conditions, stated in the questions below, to make sure your item is eligible for return.
Under certain conditions; and in accordance with the Egyptian Consumer Protection law: item(s) received from the customer can be returned within (14) days if defective, wrong, not matching the description on website or missing parts.
Once your product is retrieved we will perform a quality check.
If the quality check is successful, we will refund you according to your requested refund method.
Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.
*Kindly note that personal items such as swim wear and underwear are non-returnable.
How to return a product to Vatrina?
You can always call us on customer service number 01014871681 or use live chat with one of our customer service representatives and they’ll happily assist you with your request.
How do I send my product to Vatrina?
After agreement between customer service agents and the customer, Vatrina will send a person to pick up the order and return it to Vatrina.
How do I track the status of my return request?
You can track return status using the tracking number which can be obtained from the Customer Service, or you can always ask a customer service agent through the Live chat option.
How long is the quality evaluation process?
During the quality check, the concerned team will make sure that your product meets all the requirements for a return as stated in our policy. This quality check process may take 8 to 10 business days upon receiving your returned product at our facility.
Refund process only begins after your returned item passes the * Quality Check*.