1
Introduction
At Tarsah, we understand that sometimes you need a different size, color, or even a different product altogether. This Exchange Policy outlines how we handle product exchanges for orders placed through our online store at tarsah.com or at our physical retail locations in Egypt, Germany, and Bulgaria.
This policy complies with applicable consumer protection laws in:
💡 Quick Tip: Exchanges are processed faster than refunds! If you know what you want instead, an exchange is often the quickest solution.
2
Eligibility for Exchange
2.1 Exchange Period
You have 14 calendar days from the date you receive your order to request an exchange, provided the conditions in Section 3 are met.
2.2 Types of Exchanges Available
We offer the following exchange options:
✓ Same Product, Different Size or Color
Exchange your item for the same product in a different size or color at no additional cost (delivery fees apply).
✓ Different Product of Equal Value
Exchange for a different product with the same price. Delivery fees apply.
✓ Different Product of Greater Value
Exchange for a more expensive product by paying the price difference plus delivery fees.
✓ Different Product of Lesser Value
Exchange for a less expensive product. The price difference will be refunded according to our Refund Policy. Delivery fees apply.
2.3 In-Store Exchanges
🏪 Visit Our Physical Stores: Exchanges are available free of charge at any of our physical locations in Egypt, Germany, or Bulgaria. Bring your item with the original receipt, tags attached, and unworn condition.
3
Conditions for Exchange
To be eligible for an exchange, items must meet all of the following conditions:
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Unused and unwashed – Items must not show any signs of wear or washing
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Original tags attached – All original labels and tags must remain intact
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Original packaging required – Items must be in their original packaging
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Not eligible if used/worn – Items that have been worn or used cannot be exchanged
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Defective products always exchangeable – Faulty or damaged items qualify for free exchange
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Accessories, underwear, and socks are non-exchangeable – For hygiene reasons, unless defective
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3.1 Customized/Personalized Items
⚠️ Important: Items customized through embroidery services or printing cannot be exchanged unless they are defective. We cannot exchange size or color for personalized products.
If a customized item arrives defective or damaged, please contact us immediately at support@tarsah.com with photos of the defect for a free replacement or refund.
4
How to Request an Exchange
To request an exchange within the 14-day period, please contact us through one of the following methods:
4.1 Required Information
When requesting an exchange, please provide:
- Order number
- Product(s) you wish to exchange
- Desired replacement (size, color, or different product)
- Reason for exchange
- Proof of purchase (receipt or order confirmation)
- Photos (if claiming defect or damage)
4.2 Exchange Process Timeline
STEP 1
Submit Exchange Request
Contact us within 14 days of receiving your order
STEP 2
Receive Exchange Authorization
We'll confirm your request within 24-48 hours and provide return instructions
STEP 3
Ship or Drop Off Item
Return via our logistics partners or visit a physical store
STEP 4
Item Inspection
We inspect the returned item within 2-3 business days
STEP 5
Exchange Item Shipped
Your replacement item is dispatched based on your shipping zone
5
Exchange Delivery Fees
5.1 Who Pays for Exchange Delivery?
✓ Tarsah Pays (Free Exchange)
When:
- Product is defective or damaged
- Wrong item was sent by Tarsah
- Product does not match description
- In-store exchanges (no shipping needed)
⚠ Customer Pays Delivery Fees
When:
- Change of mind
- Wrong size or color selected
- Exchanging for a different product
5.2 Delivery Fee Structure
Exchange delivery fees are based on your shipping zone. Please refer to our Shipping Policy for detailed pricing.
📦 Shipping Zones Overview:
- BG Domestic Zone (Bulgaria): 1-3 business days
- BG East Europe Zone: 3-6 business days
- DE Domestic Zone (Germany): 1-3 business days
- EG Domestic Zone (Egypt): 1-4 business days
- EG Middle East Zone: 6-7 business days
View full shipping details →
5.3 Return Shipping
Customer is responsible for return shipping costs unless the exchange is due to a defective product or Tarsah error.
💡 Tip: For international exchanges, we recommend using a trackable shipping method and retaining proof of postage. Consider insuring high-value items.
6
Exchange for Defective Products
If you receive a defective or damaged product, you are entitled to a free exchange or full refund, including all shipping costs.
6.1 Reporting Defects
Please report defective products within 7 days of delivery by contacting us at:
Required information for defect claims:
- Order number
- Clear photos of the defect or damage
- Detailed description of the issue
- Date you received the item
6.2 Defective Exchange Options
For defective items, you may choose:
- ✓ Free replacement of the same item
- ✓ Free exchange for a different size/color
- ✓ Full refund (including original shipping costs)
🛡️ Our Quality Guarantee
Tarsah covers ALL costs for defective product exchanges, including return shipping and replacement delivery.
7
Stock Availability
7.1 If Replacement Item is In Stock
If your desired exchange item is available in our inventory, we will process your exchange immediately after inspection of the returned item.
✓ Expected Timeline: Your replacement item will be shipped within 1-2 business days after we receive and approve your return.
7.2 If Replacement Item is Out of Stock
If the item you want to exchange for is temporarily out of stock, we offer the following options:
Option 1: Wait for Restock
We'll notify you when the item becomes available and hold your exchange request. You'll be among the first to receive it.
Option 2: Choose an Alternative
Select a different product of equal or similar value from our current inventory.
Option 3: Request a Refund
If you prefer not to wait, we'll process a full refund according to our Refund Policy.
📌 Note: We cannot guarantee availability of any specific item. Stock levels change frequently, especially during sales and promotional periods.
8
International Exchanges
We accept exchanges from customers worldwide. However, please be aware of the following considerations for international exchanges:
8.1 Customs and Import Duties
⚠️ Important: Customers are responsible for any customs duties, taxes, or import fees incurred when shipping items back to us or receiving replacement items. These fees vary by country and are not covered by Tarsah.
8.2 Shipping Times
International exchanges may take longer to process due to:
- International shipping transit times
- Customs clearance procedures
- Local postal service delays
⏱️ Estimated International Exchange Timeline:
- Return shipping to Tarsah: 7-21 days (depending on origin country)
- Inspection: 2-3 business days
- Replacement shipping: 3-14 days (depending on destination)
- Total estimated time: 2-6 weeks
8.3 Tracking Your International Exchange
We strongly recommend using a trackable shipping method with insurance for international returns. This protects both you and Tarsah in case of lost or damaged shipments.
💡 Alternative Option: For international customers, it may be faster and more cost-effective to request a refund and place a new order for the desired item.
9
Non-Exchangeable Items
The following items are not eligible for exchange unless they are defective or damaged:
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Personalized or custom-made items – Products with embroidery, printing, or custom modifications
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Underwear and socks – For hygiene and health safety reasons
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Accessories – Non-returnable unless defective
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Gift cards – Cannot be exchanged for products or cash
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Final Sale items – Products marked as "Final Sale" or clearance items
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Items without proof of purchase – Valid receipt or order confirmation required
✓ Exception: If any of the above items arrive defective, damaged, or not as described, they qualify for free exchange or full refund regardless of category.
10
Legal Rights (EU Customers)
🇪🇺 For customers in Germany and Bulgaria:
Under the EU Consumer Rights Directive (2011/83/EU), you have the right to withdraw from your purchase within 14 days. You may choose to:
- Return the item for a full refund
- Exchange the item for a different product
This statutory right applies to all products except:
- Personalized or custom-made items
- Hygiene items (underwear, socks, accessories)
- Sealed items opened after delivery (if applicable)
🇩🇪 German Customers:
Under German law (§ 355 BGB - Widerrufsrecht), you have the right to withdraw from distance contracts. You may exchange products during the withdrawal period.
12
Changes to This Policy
We reserve the right to update this Exchange Policy at any time to reflect changes in our practices, legal requirements, or operational needs.
Changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically.
Effective Date: 8-Nov-2025
© 2025 Tarsah. All rights reserved.
Last updated: November 08, 2025
Version 1.0
Questions about these terms?
support@tarsah.com
