Consumer Rights
Last updated: 7 September 2026
As a customer of Gannube you are protected by law, and nothing in our policies takes those protections away. This page explains, in plain language, the rights you have under Egyptian consumer law when you shop with us online, how to exercise them, and what applies if you live in another country.
1. Your rights at a glance
| Right | Time limit | What to do |
|---|---|---|
| Return or exchange an item you have changed your mind about | 30 days from delivery | Register through the return form |
| Repair, replacement or refund of a defective item | 30 days from delivery | Report it through the contact form |
| Refund of an item that is missing or not as described | Report within 48 hours of delivery | Report it through the contact form |
| Access, correct or delete your personal data | At any time | Request through the contact form |
2. The right to change your mind
Under Egyptian Consumer Protection Law No. 181 of 2018, when you buy at a distance, including online, you have the right to return or exchange a product within 14 days of receiving it without giving a reason, provided it is in the condition in which you received it. Gannube extends this to 30 days. Our Returns & Exchanges policy explains how to do this and the limited exceptions the law allows, such as personalised items and sealed hygiene products that have been opened.
3. Defective products
Everything we sell must match its description and be free from defects. If a product turns out to be faulty, you are entitled to have it repaired or replaced, or to receive a full refund, within 30 days of receipt, at no cost to you. If we cannot repair or replace the item, we will refund you. This applies even if the item was bought at a discount. Damage caused by normal wear or by not following the care instructions is not a defect.
4. Accurate information and pricing
You have the right to clear and accurate information about our products, prices, delivery charges and return conditions before you buy. The price shown at checkout, including delivery, is the price you pay. If we make a pricing or description error, we will tell you and give you the choice to proceed at the correct price or cancel with a full refund.
5. Delivery
We must deliver your order within the time indicated at checkout, or without undue delay. If your order is significantly late and we cannot agree a new date with you, you may cancel and receive a full refund. Products are our responsibility until they are delivered to you. See Shipping & Delivery for details.
6. Your personal data
Under Egypt's Personal Data Protection Law No. 151 of 2020 you have the right to know what personal data we hold about you, to correct it, to ask us to delete it and to object to marketing. How we use your data and how to exercise these rights is set out in our Privacy Policy.
7. How to make a complaint
- Contact us through our contact form with your order number and a description of the problem. Photos help us resolve things faster.
- We acknowledge complaints within 2 business days and aim to resolve them within 14 days. If we need longer, we will tell you why and when to expect an answer.
- If you are not satisfied with our response, you can refer the matter to the Consumer Protection Agency of Egypt by calling 19588 or through cpa.gov.eg. Using our complaints process first does not affect your right to do so.
8. Customers outside Egypt
If you live in another country, you also benefit from the mandatory consumer protection laws of that country. For example, customers in the European Union and the United Kingdom have a 14-day right to cancel distance purchases and are protected against faulty goods under their national laws. Where those laws give you greater protection than this page describes, they apply. You may bring a claim before the courts of your country of residence.
9. Nothing here limits your rights
Our Terms & Conditions, Terms of Sale and other policies are written to comply with the law. If any part of them conflicts with a right you have under applicable law, that right prevails.
10. Contact
Client care is available Sunday to Thursday, 9am to 6pm Cairo time, through our contact form.