Intro

At Foodélez Mart, we are committed to providing safe, high‑quality food products and to respecting your rights as a consumer under Egyptian law, including the Consumer Protection Law and its Executive Regulations.
This Policy explains the conditions under which you may return or exchange food products purchased through Foodélez Mart, taking into account the specific nature of each food category (fresh, frozen, dry, ready‑to‑eat, etc.).

1) Scope and food categories

1.1. This Policy applies to all food products purchased via the Foodélez Mart platform within the Arab Republic of Egypt.

1.2. For the purposes of this Policy, we classify food products into the following categories:

• Category A – Fresh and highly perishable products:
  Fresh fruit and vegetables, fresh (non‑frozen) meat, poultry and fish, fresh bakery items/daily bread.
• Category B – Chilled and frozen products:
  Frozen meat, poultry and fish, frozen vegetables, chilled dairy products, frozen or chilled ready‑to‑cook/ready‑to‑heat foods.
• Category C – Dry, canned and long‑shelf‑life products:
  Dry groceries (rice, pasta, grains, flour, sugar, etc.), canned goods, snacks, chocolate, packaged beverages, etc.
• Category D – Special offers and bundles:
  Product bundles, promotional baskets, “short expiry” items clearly labelled as such, free gifts.
• Category E – Ready‑to‑eat cooked meals:
  Cooked hot meals, sandwiches, ready‑to‑eat salads and similar items.

2) Legal framework and general right of return

2.1. Under Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations, consumers generally have the right to replace or return products and obtain a full refund within 14 days of receiving them, without giving a reason, provided that the products are in their original condition and can be resold, and with proof of purchase. This period may extend to 30 days in case of defective or non‑conforming products.

2.2. The law allows for shorter return periods or exceptions for certain types of products, such as perishable food items, or products that have been opened, used or cannot be returned to their original condition for health and safety reasons, provided that such limitations are clearly communicated to the consumer.

2.3. Based on this, Foodélez Mart defines the return and exchange rules below by category, while always maintaining your full right to a remedy (replacement, return or refund) in case of defective, damaged, expired or non‑conforming products, for at least 30 days from receipt.

3) General rules applicable to all categories

3.1. Return or exchange requests should be submitted through:

• The app/website (if a dedicated form is available), or
• Customer support (phone, email or chat), or
• An authorised service point, where applicable,
  and must include your order number, a description of the issue, and photos where possible.

3.2. A tax invoice or order reference is required as proof of purchase.

3.3. The condition of the product will be assessed by our customer support/quality team. We may request return of the item for inspection or accept photos/inspection by the delivery partner, depending on the case.

3.4. Any approved refund will be processed using, as far as possible, the same payment method originally used (card, wallet, loyalty points, cash), within a reasonable time after acceptance, subject to bank and technical processing times.

4) Category A – Fresh and highly perishable products

4.1. When you can return or exchange

• On delivery or within a very short period after delivery (preferably the same day, and no later than 24 hours):
  • Visible spoilage (e.g. mould, severe wilting, abnormal odour).
  • Poor quality making the product unfit for consumption or clearly not in line with expected standards.
  • Incorrect items or quantities compared to your order.

4.2. When returns are not accepted

• Returns or exchanges are not accepted for change of mind after receipt of fresh, highly perishable products that are otherwise sound and fit for consumption, due to their nature and food safety considerations.

4.3. Additional conditions

• You must notify us immediately once you discover an issue and provide photos or allow inspection.
• We may decline the request if the spoilage appears to result from improper storage or handling after delivery.

5) Category B – Chilled and frozen products

5.1. When you can return or exchange

• Within 24–48 hours of delivery:
  • Clear spoilage or abnormal odour upon first opening.
  • Severe thawing or visible damage indicating that the cold chain has not been maintained.
  • Products that are expired on delivery or that clearly should have had a longer remaining shelf life.
  • Incorrect items or quantities delivered.

5.2. When returns are not accepted

• Returns are not accepted for change of mind after opening or using the product if it is not defective.
• We may decline a return if it is evident that the product was stored improperly after delivery (e.g. left outside the fridge/freezer for extended periods).

6) Category C – Dry, canned and long‑shelf‑life products

6.1. Change of mind (products in perfect condition)

• You may request a return or exchange of unopened, unused Category C products within 14 days of delivery, without giving a reason, provided that:
  • The products are sealed, unopened, undamaged and in their original packaging.
  • They are fit for resale and accompanied by proof of purchase.

6.2. Defective, non‑conforming or expired products

• If a product is defective, damaged, expired or does not match the description, you may request a return or exchange within 30 days of delivery at minimum.

7) Category D – Bundles, promotions and free gifts

7.1. Bundles (packs, baskets, combo offers)

• If you return the entire bundle, we will process the return or exchange according to the rules for each product category above.
• If you return only part of a bundle, we will assess whether a partial return is possible based on the category rules and the structure of the promotion, and we may deduct the value of any associated discounts or free items from the refund.

7.2. Free gifts

• Free gifts provided as part of a promotion are not refundable in cash.
• If you return the main product linked to a free gift, you may be asked to return the gift or we may deduct its value from the refund, where this is clearly stated in the promotion terms.

8) Category E – Ready‑to‑eat cooked meals

8.1. When you can return or be compensated

• On delivery or within a very short period (for example, within 2 hours of delivery):
  • Visible spoilage or abnormal odour.
  • Clearly inappropriate serving temperature upon delivery that may pose a food safety risk.
  • A significant error in the order (completely wrong meal delivered).

8.2. When returns are not accepted

• Returns or exchanges are not accepted for change of mind after receiving a cooked meal that is otherwise sound and safe.
• Returns are not accepted after a reasonable period from delivery, given the highly perishable nature of ready‑to‑eat meals.

9) Return costs and refund method

9.1. Where the reason for return is a defect, damage, expiry, incorrect product or non‑conformity, Foodélez Mart will bear the reasonable costs of returning the product (if any) and any re‑delivery costs for replacement items, and you are entitled to a full refund or replacement in line with your preference and applicable law.

9.2. Where the return is due to change of mind in cases where this is permitted (such as eligible Category C items), you may be required to bear the shipping/return costs, as indicated in the app or during the return process.

9.3. Refunds will be processed, as far as possible, using the original payment method (card, wallet, loyalty points, cash) within a reasonable timeframe after acceptance of the return, taking into account banking and technical processing times.

Outro

This Return & Exchange Policy is designed to balance your right to receive safe, high‑quality food with the realities of food perishability and health regulations, while ensuring full compliance with Egyptian consumer protection standards.
If you have any questions or wish to initiate a return or exchange, please contact our customer support via the channels provided in the app/website; we will review your request carefully and handle it with transparency and fairness.