At Tarsah, we want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions under which refunds are processed 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:
You have 14 calendar days from the date you receive your order to request a refund for any reason, provided the conditions in Section 3 are met.
Under the EU Consumer Rights Directive, you have a statutory 14-day withdrawal period without needing to provide a reason.
In accordance with Egyptian Consumer Protection Law, you have 14 days to return products, subject to the conditions outlined below.
To request a refund, please contact us within the 14-day return period:
Please include:
To be eligible for a refund, items must meet all of the following conditions:
| ✅ Unused and unwashed – Items must not show any signs of wear or washing |
| ✅ Original tags attached – All original labels and tags must remain intact |
| ✅ Original packaging required – Items must be returned in their original packaging |
| ❌ Not eligible if used/worn – Items that have been worn or used cannot be refunded |
| ✅ Defective products always refundable – Faulty or damaged items are eligible regardless of condition |
| ❌ Accessories, underwear, and socks are non-returnable – For hygiene reasons, these items cannot be returned unless defective |
⚠️ Important: Items customized through embroidery services or printing cannot be returned or refunded unless they are defective. We cannot exchange size or colour for personalised products.
If a customised item arrives defective or damaged, be sure to get in touch with us immediately at support@tarsah.com with photos of the defect.
For standard returns (e.g., change of mind, wrong size), the customer is responsible for return shipping costs.
Tarsah will cover return shipping costs in the following cases:
For detailed shipping zones and delivery information, please visit our Shipping Policy.
Once we receive your returned item, our team will inspect it within 2-3 business days to ensure it meets the conditions outlined in Section 3.
If your return is approved, you will be notified via email, and a refund case will be created. One of our team members will follow up with you until you confirm the refund is completed.
Refunds are processed via the following methods:
| Refund Method | Processing Time | Availability |
|---|---|---|
| Original Payment Method | 7-14 business days (depending on payment gateway: Stripe or Paymob) |
Online orders |
| Cash | Same day | In-store returns only |
| Revolut | Same day | Available upon request |
| InstaPay (Egypt) | Same day | Available for Egyptian customers |
| Store Credit | Instant | Coming soon |
📌 Note: Bank processing times may vary. If you do not receive your refund within 14 business days, please contact your bank or payment provider before reaching out to us.
In certain situations, only partial refunds may be granted:
The following items are not eligible for refunds unless defective:
If you receive a defective or damaged product, you are always entitled to a full refund, regardless of the item type.
Please report defective products within 7 days of delivery by contacting us at:
Include:
For defective items, you may choose:
✓ Tarsah will cover all return shipping costs for defective items.
If you haven't received your refund within the expected timeframe:
Some banks take 5-10 business days to process refunds after we initiate them.
Payment gateways (Stripe, Paymob) may have processing delays. Contact them directly to track your refund.
If you've done the above and still haven't received your refund, email us at support@tarsah.com
Under the EU Consumer Rights Directive (2011/83/EU), you have the right to withdraw from your purchase within 14 days without giving a reason.
This right applies to all products except:
See § 355 BGB (Widerrufsrecht) for your statutory withdrawal rights.
See Consumer Protection Act, Chapter Seven for your consumer rights.
You may use the EU Model Withdrawal Form, but it is not mandatory. A simple email to support@tarsah.com is sufficient.
If you have any questions about our Refund Policy, please contact us:
📧 Email: support@tarsah.com
💬 WhatsApp: +20 11 29973944
🌐 Website: https://tarsah.com
📍 Physical Stores: Egypt | Germany | Bulgaria
Our support team typically responds within 24-48 hours
Last updated: November 08, 2025
Version 1.0
Questions about these terms? support@tarsah.com
