Thank you for shopping at Urban Flex. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we’re here to help.

1. Return & Exchange Period

  • You have 14 days from the date of delivery to request a return or exchange.

  • To be eligible, your item must be unused, unwashed, and in the same condition that you received it, with all original tags attached.

2. Returns for Cash on Delivery (COD)

Since you paid via Cash on Delivery, refunds will be processed through one of the following methods:

  • Bank Transfer: To an Egyptian bank account provided by the customer.

  • Wallet Transfer: (e.g., Vodafone Cash, InstaPay).

  • Store Credit: A discount code for the same value to be used on your next order.

  • Note: Cash refunds cannot be handled directly by the courier driver during the return pickup.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Underwear or inner-wear.

  • Items damaged by misuse or washing not following the care label.

  • Items without their original packaging or tags.

4. Shipping Costs for Returns

  • Defective or Wrong Items: If we sent the wrong size, color, or a defective product, Urban Flex will cover 100% of the shipping fees for the return and replacement.

  • Change of Mind / Size Exchange: If the item is correct but you wish to exchange it for a different size or style, the customer is responsible for the return shipping fee.

5. How to Start a Return

To start a return or exchange, please contact us with your Order Number:

  • WhatsApp: [Insert WhatsApp Number]

  • Email: [Insert Email Address]

  • Direct Message: [Insert Instagram/Facebook Link]

6. Inspection and Processing

Once we receive your returned item, our team will inspect it. If approved, we will process your refund or ship your exchange within 3–5 business days. You will receive a notification once the process is complete.

Strategic Advice for the Egyptian Market:

  1. InstaPay/Vodafone Cash: These are the most popular ways to refund COD customers in Egypt. Mentioning them specifically (as I did in Section 2) builds a lot of trust.

  2. “Open Package” Policy: Many Egyptian customers ask to open the package while the courier is there. You should decide your policy on this. If you allow it, add: “Customers are allowed to check the item size while the courier is at the door. If it doesn’t fit, you can return it immediately with the courier and only pay the shipping fee.”