Refund policy

Exchange & Return Policy

Last Updated: August 14, 2026

At Tashkeel Publishing & Distribution, we strive to ensure that every order arrives safely and matches what was purchased. This policy explains the cases in which a product may be exchanged or returned, as well as the applicable procedures, in accordance with Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations.

1. Scope of the Policy

This policy applies to books, novels, bundles, boxes, gifts, and physical products purchased from the Tashkeel online store.

2. Returns or Exchanges Due to Change of Mind

As a general rule, the law grants consumers the right to exchange or return certain goods within 14 days without giving a reason. However, books, newspapers, magazines, and similar products are excluded from this right. Therefore, returns or exchanges of books that are in good condition are not accepted solely due to a change of mind, personal preference regarding the content, or the customer purchasing the wrong book by mistake, without prejudice to any other rights granted by law.

3. Defective, Damaged, or Non-Conforming Products

Within 30 days from the date of receipt, the customer has the right to request an exchange or return and receive a refund if:

  • The book arrives with a significant printing or binding defect.
  • Pages are missing, incorrectly duplicated, torn, or unreadable due to a manufacturing defect.
  • The product arrives with substantial physical damage caused by packaging or shipping.
  • A different title, edition, or quantity than the confirmed order was delivered.
  • The product materially differs from the published description or from the product specified in the order confirmation.

In these cases, Tashkeel will cover the return or reshipping costs, and the customer will not bear any additional costs related to correcting the error or defect.

4. What Is Not Considered a Defect

The following cases are not considered defects unless they are material or inconsistent with the product description:

  • Minor differences in color between the cover image displayed on a screen and the printed copy due to display settings or differences between printing batches.
  • Minor marks that do not affect the condition or readability of the book and were not caused by significant packaging damage.
  • The customer’s dissatisfaction with the content, writing style, ending, or translation after receiving a book that is in good condition and matches the order.
  • Damage caused by misuse, improper storage, exposure to water or heat, writing, or folding after receipt.
5. How to Submit a Request

To submit an exchange or return request, please contact us within the specified period and provide:

  1. The order number, customer name, and phone number.
  2. A clear description of the issue and the affected product.
  3. Clear photos of the product, packaging, and shipping label whenever possible.
  4. A video of opening the package, if available; this helps speed up the verification process but is not the sole requirement for exercising legal rights.

Please keep the product, its accessories, invoice or proof of purchase, and available packaging until the review of the request is completed or the returned item is collected by the shipping company.

6. Request Review and Available Resolution

After receiving the report, we will contact the customer to arrange an inspection of the product or its collection when necessary. If the defect or error is confirmed, the customer may choose, subject to applicable law and product availability, one of the following solutions:

  • Exchange the product for another product that is in good condition and matches the order at no additional cost.
  • Return the product and receive a refund of its value.

The exchange or refund will be processed at no additional cost within the legally prescribed period, and generally within 7 days from the date the customer contacts us, subject to any procedures required by law in the event of a genuine dispute regarding the condition of the product.

7. Refunds
  • The refund will be issued to the original payment method whenever possible.
  • For cash-on-delivery orders, a safe and appropriate refund method will be agreed upon with the customer, such as a bank transfer, electronic wallet, or another available method.
  • Tashkeel is not obligated to refund original shipping fees that are unrelated to a defect or error on its part, without prejudice to the consumer’s mandatory legal rights.
  • After the refund is issued, it may take additional time for the amount to appear in the customer’s account, as determined by the bank or payment provider. This period is outside Tashkeel’s control.
8. Bundles, Boxes, and Promotions

If the defect or error concerns one book within a bundle or box, the affected item may be exchanged individually when this adequately fulfills the customer’s rights. If the error affects the entire bundle or the correct item cannot be provided, an appropriate exchange or refund of the applicable amount will be agreed upon in accordance with the law and the nature of the offer. Any free gift associated with a full return must be returned, unless the return is due to a defect or error on the part of Tashkeel and the appropriate resolution requires otherwise.

9. Order Cancellation Before Shipping

A request to cancel an order may be made before it is handed over to the shipping company by contacting us as soon as possible. We will make reasonable efforts to stop the order, but cancellation cannot be guaranteed once processing has begun or the shipment has already been handed over. If an order has been shipped and the customer refuses to receive it without a defect or error on the part of Tashkeel, the customer may be responsible for the actual shipping or reshipping costs, to the extent permitted by law.

10. Refusal of Delivery and Incorrect Address

The customer is responsible for providing a correct address and phone number and for being available to receive the order or designating someone to receive it. If delivery cannot be completed due to incorrect information, failure to respond, or refusal to receive the order for a reason unrelated to Tashkeel, the customer may be required to pay the previous shipping costs and reshipping costs before the order is sent again. Cash-on-delivery payment may also be restricted for future orders in cases of repeated unjustified refusal or suspected misuse.

11. Purchases from Other Sellers

If a Tashkeel publication is purchased from a bookstore, platform, or other seller, please contact the seller from whom the purchase was made and provide proof of purchase, as the sale and return process are handled through that seller, without prejudice to any legally prescribed product warranties.

12. Complaints and Consumer Rights

This policy is not intended to restrict any mandatory right granted under Egyptian law. If a complaint cannot be resolved, consumers may contact the Consumer Protection Agency through its official channels, including the hotline 19588, in accordance with the guidelines published on the agency’s website.

13. Contact Us