Refund policy

1. Introduction

This policy outlines the terms and procedures for returning and exchanging Egyptian white rice products manufactured and distributed by Egy Rice Company ("the Company" or "we"). We are committed to providing a high-quality product and ensuring customer satisfaction in both local and international markets. By using or purchasing any of our products, you agree to the terms outlined in this policy.

2. General Return Conditions

  • The product must be in its original condition, unopened and undamaged.

  • The production date and batch number must be clearly visible on the packaging.

  • The original purchase invoice or proof of purchase must be provided.

  • The return request must be submitted within the timeframe specified according to the type of sale (retail/wholesale/export).

  • Any product that has been tampered with or stored under unsuitable conditions will not be accepted for return.

3. Conditions Under Which Returns or Exchanges Are Permitted

  1. The product arrives at the customer damaged or defective due to a manufacturing defect or packaging error.

  2. The received product differs from the agreed-upon product in terms of type (thin/wide), quantity, or packaging.

  3. The product has expired upon receipt or is unreasonably close to its expiration date.

  4. The presence of impurities or foreign objects inside the packaging that violate the declared quality standards.

  5. Damage to the packaging during transit due to an error on the part of the company or its contracted shipping company.

4. Cases in which returns are not permitted:

  • Packages that have been opened or partially used (for food safety reasons).

  • Products that have been stored under unsuitable conditions (high humidity, high temperature, exposure to insects).

  • Packages that have been damaged due to misuse or negligence on the part of the customer.

  • Special orders (Private Label) or customized packaging as requested by the customer, except in cases of manufacturing defects.

  • Products that have been received beyond the permitted period.

5. Timeframes for submitting a return request

a) Retail customers (website/retail stores)

  • Within 7 business days from the date of receiving the product, for visible defects.

  • Within 48 hours of receipt for defects that appear immediately upon opening the package and before use.

B) Wholesalers and Local Distributors

  • Within 14 working days from the delivery date for defects visible in the outer packaging.

  • Within 7 working days of discovering the defect for internal quality defects, with the customer's obligation to report immediately.

C) International Exporters

  • Within 30 days from the date the shipment arrives at the port of destination, according to the Incoterms terms agreed upon in the contract.

  • Export complaints are handled according to the terms of the commercial contract signed by both parties.

6. Steps to Submit a Return Request

  1. Contact customer service by phone at 01066685553 or the company's official email.

  2. Provide the following information: invoice number, purchase date, batch code, description of the defect, and clear photos of the product and packaging.

  3. Receive a Return Authorization Number from the company.

  4. Prepare the product for collection or return according to the instructions you receive.

  5. Receive the company's response regarding acceptance or rejection of the request within 5 business days of inspection.

7. Exchange

If the return request is accepted, the company offers one of the following options depending on the situation and the customer's preference:

  • Replacement of the product with a new product that matches the specifications.

  • Replacement of the product with another product manufactured by the company of equivalent value.

  • Issuance of a credit note to be used for future orders (for wholesale and export customers).

  • Full refund of the product price according to the original payment method.

8. Refund Timeframe

  • Bank transfer and e-wallets: Within 7 to 14 business days from the date of return approval.

  • Cash on delivery: Cash refund within 3 business days from the date of inspection and approval.

  • Export customers: According to the international banking terms agreed upon in the letter of credit (L/C) or bank transfer (T/T).

9. Shipping and Return Costs

  • If the return is due to a defect on the company's part: The company will bear all return and exchange costs.

  • In case of return for reasons not attributable to the company: The customer shall bear the return shipping costs.

  • For export shipments: The Incoterms terms agreed upon in the sales contract shall apply.

10. Quality Guarantee

Egy Rice guarantees that all its products conform to Egyptian and international standards for white rice quality and undergo rigorous inspection before packaging and shipping. The company is responsible for product quality within the stated shelf life and under the recommended proper storage conditions.

12. General Provisions

  • The company reserves the right to amend this policy at any time, and the amendment shall be effective from the date of its publication on the website.

  • In the event of a dispute, this policy shall be governed by the laws of the Arab Republic of Egypt and the jurisdiction of the competent courts in the Damietta Governorate.

  • For export clients, the terms of the commercial contract signed between the parties shall apply, and this policy shall be interpreted in conjunction with it.

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