At City Store, your satisfaction is our top priority. If you’re not completely happy with your purchase, we’re here to help.

📦 Return Conditions:

  • You may return products within 7 days of receiving them.
  • Items must be unused, in original condition, and in full packaging.
  • E-liquids, cartridges, and coils cannot be returned if opened, due to hygiene and safety reasons.
  • Return shipping costs are the customer’s responsibility unless the error is from our side.

💰 Refunds:

  • Once we receive and inspect the returned item, we’ll notify you of the status.
  • Approved refunds will be processed via the original payment method within 5–7 business days.

🚚 Faulty or Wrong Items:

If you receive a defective or incorrect item, please contact us within 48 hours of delivery. We’ll cover all costs for replacement or return.

📩 For any questions about this policy, reach us at:
info@citystore-eg.com

🇬🇧 Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned:

  • Perishable goods such as food, flowers, newspapers or magazines
  • Intimate or sanitary goods, hazardous materials, or flammable liquids or gases

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Partial refunds (in certain cases only):

  • Books with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.

Late or missing refunds

If you haven’t received a refund yet, first recheck your e-wallet or Instapay account.
Then contact your payment provider – it may take some time before your refund is officially posted.
If you’ve done all of this and still haven’t received your refund, please contact us at:
📩 info@citystore-eg.com

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.
If you need to exchange an item for the same one, send us an email at:
📩 info@citystore-eg.com
and send your item to:
📦 Port Said – Egypt

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift at the time of purchase, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified of your return.

Shipping Returns

To return your product, you should mail it to:
📦 Port Said – Egypt

  • You will be responsible for paying your own shipping costs for returning your item.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

For high-value items, you may consider using a trackable shipping service or purchasing shipping insurance.
We do not guarantee that we will receive your returned item.

Payment Methods

Please note that we do not accept bank payments.
All purchases must be completed via electronic wallets or Instapay only.

Need Help?

📩 For questions related to refunds and returns, contact us at:
info@citystore-eg.com