refund & exchange policy

changed your mind? fine.

Last updated 9 September 2026.

The short version

Send an unopened pack back within 14 days of delivery and you get your money back, or swap it for another pack. Something arrived damaged or wrong? Tell us and we replace it or refund it, no return needed.

Returns for change of mind

  • You have 14 days from the day the courier delivered your order.
  • The pack must be unopened and sealed, in its original packaging. Nutry sachets are a food product, so an opened pack cannot be resold and cannot be returned.
  • To start a return, email hello@nutry.eg or WhatsApp +20 100 000 0000 with your order number. We arrange a courier pickup from your address; you do not need to go anywhere.
  • The courier pickup fee (85 EGP) is deducted from the refund on change-of-mind returns. Everything else is refunded in full.

Exchanges

  • Within the same 14 days, an unopened pack can be exchanged for another pack instead of refunded. Tell us what you would like when you get in touch.
  • The courier collects the pack you are returning and delivers the replacement on the same visit where possible. One pickup fee (85 EGP) applies to change-of-mind exchanges; if the exchange is our mistake, there is no fee.
  • If the replacement costs more, you pay the difference to the courier or by card. If it costs less, we refund the difference.

Damaged, wrong or missing items

  • If a pack arrives damaged, leaking, past its date, or is not what you ordered, contact us within 7 days of delivery with a photo and your order number.
  • We send a replacement with the next dispatch, or refund the item in full, whichever you prefer. You keep the damaged pack; there is nothing to send back and nothing deducted.

How refunds are paid

  • Card payments are refunded to the same card. Banks usually show it within 5 to 10 business days.
  • Cash-on-delivery orders are refunded by bank transfer or InstaPay to an account you name, within 5 business days of the returned pack reaching us, or immediately for damaged or wrong items.

Cancelling an order

You can cancel any order before it is dispatched, free of charge. Email us, message us, or reply to your order confirmation. Once the courier has collected the order, it becomes a return under the rules above.

Questions

Email hello@nutry.eg or call +20 100 000 0000. We answer within one business day.