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Etsawaa
العربية

Terms and Conditions

Version 2.0 · in force since 4 November 2026

In case of conflict between the English and Arabic versions, the Arabic version prevails.

1. Introduction

  1. 1.1By using the Etsawaa website or app, you agree to these Terms and Conditions. If you do not agree, please do not use the Platform.
  2. 1.2These Terms apply to all users: buyers and sellers.

2. Definitions

  1. 2.1Company / Etsawaa: the operator of the Platform.
  2. 2.2Platform: the Etsawaa website and mobile app.
  3. 2.3Seller: a merchant offering products through the Platform.
  4. 2.4Buyer: anyone purchasing through the Platform.
  5. 2.5Order: a confirmed request to purchase one or more products.

3. Account Registration

  1. 3.1You must be at least 18 years old to use the Platform.
  2. 3.2Provide accurate and complete information when registering, and keep it up to date.
  3. 3.3Keep your login details confidential; you are responsible for everything done through your account.
  4. 3.4Your account is personal and may not be transferred to another person.
  5. 3.5Notify us immediately if you believe your login details have been disclosed or your account has been used without your permission.
  6. 3.6You may close your account at any time by contacting us; this does not affect orders already placed.

4. Our Marketplace Role

  1. 4.1Etsawaa is an online marketplace: sellers list, buyers purchase.
  2. 4.2The contract of sale for a product is between the buyer and the seller, formed when the purchase is confirmed; Etsawaa is not the seller of the product, unless stated to be the seller.
  3. 4.3We accept and process orders and handle returns and refunds for and on behalf of the seller.

5. Product Listings and Prices

  1. 5.1Sellers are responsible for the accuracy and legality of their listings.
  2. 5.2We do not guarantee the availability, quality or accuracy of listed products, but products must be of satisfactory quality and conform to their listing, and the seller warrants ownership of them.
  3. 5.3Prices include value-added tax unless stated otherwise; delivery charges are payable only if clearly shown before you confirm the order.
  4. 5.4If a price, description or availability is incorrect due to an error, it may be corrected; if the correction affects your order, we will inform you and you may cancel for a full refund.
  5. 5.5Product images and colours are indicative only and may differ slightly from the actual product.
  6. 5.6Review the product description, price and seller ratings carefully before purchasing.

6. Orders and Payments

  1. 6.1Your order is an offer to buy; the contract is formed when we confirm acceptance of your order.
  2. 6.2Provide accurate shipping and payment information.
  3. 6.3Accepted payment methods are shown at checkout: bank cards, cash on delivery, mobile wallets, and instalment plans from our partners.
  4. 6.4If the total invoice amount exceeds EGP 5,000, it must be paid by bank card or any other payment method available on the Platform; cash on delivery is not permitted in that case, for security reasons and to prevent theft and fraud.
  5. 6.5By choosing a payment method, you authorise us to charge the total amount shown at checkout.
  6. 6.6We may carry out verification checks on identity and fraud before accepting an order; if verification fails, the order may be declined and any amount charged will be refunded.
  7. 6.7We use third-party payment processors to facilitate transactions.
  8. 6.8You will receive an invoice or receipt for each order — keep it as proof of purchase.
  9. 6.9Only one discount code may be used per order unless a promotion states otherwise.
  10. 6.10Buyer protection: if a product is not delivered, is materially different from its listing, or arrives damaged or defective, raise a complaint through the Platform and we will investigate and arrange a replacement or refund if the complaint is upheld.

7. Shipping and Delivery

  1. 7.1The Platform arranges shipping and delivery in cooperation with licensed shipping companies approved by it. The seller must hand the product over to the approved shipping company in accordance with the Platform's instructions, and may not ship the product directly to the buyer outside the Platform's framework.
  2. 7.2The seller must photograph the product before packaging it, retain the photographs until delivery is completed and the buyer has accepted the product, and submit them to the Platform on request or if any dispute arises regarding the order.
  3. 7.3Delivery times shown are estimates, not guarantees; if an order is delayed for an unreasonable time, contact us to ask about cancellation and a refund.
  4. 7.4Make sure your address and contact details are accurate and that someone is available to receive the order; failed delivery due to a wrong address or no one available may lead to a redelivery attempt or additional charges.
  5. 7.5Risk in a product passes to you on delivery, and ownership passes when the price is paid in full.
  6. 7.6Inspect the product on delivery, and report within 48 hours if it is visibly damaged, defective, or not the product you ordered, keeping it and its packaging unchanged until we advise you.
  7. 7.7Cash-on-delivery orders must be paid in full to the courier on delivery; refusing delivery without a valid reason may restrict future cash-on-delivery orders.
  8. 7.8We are not liable for shipping delays, damage or lost parcels, without prejudice to your right to complain through buyer protection.

8. Returns, Refunds and Exchanges

  1. 8.1You may return an eligible product within 14 days of receiving it, without giving a reason, and within 30 days if it has a manufacturing defect, under the Egyptian Consumer Protection Law No. 181 of 2018.
  2. 8.2Submit a return request through your account or by contacting us, stating the reason; we will arrange collection or tell you where to return the product, and a return is not accepted until we confirm it.
  3. 8.3When requesting the return of a product on the grounds of damage, defect or non-conformity with what was ordered, the buyer must photograph the product, by photos or video, showing its condition as received, and attach them to the return request; the Platform may defer deciding the request until such proof is provided.
  4. 8.4When deciding a dispute over a returned product, the Platform may compare the photos or video provided by the buyer with the seller's pre-packaging photographs.
  5. 8.5The product must be unused, in its original condition and packaging, with all tags, labels, accessories and free items included; electronics and mobile phones must be returned sealed and unopened unless they have a manufacturing defect.
  6. 8.6Products that have been used, opened where sealing matters, damaged by you, or returned incomplete may be rejected, or refunded only in part to reflect the reduction in value.
  7. 8.7The following cannot be returned except where defective, damaged, or not as ordered: opened or used personal-care products; underwear, swimwear, sleepwear and gym wear; opened perfumes and cosmetics; jewellery; food, groceries and other perishable goods; digital products and services once activated or downloaded; and any product marked non-returnable on its page.
  8. 8.8Returned products are inspected within 48 hours of reaching us; if a return is rejected, the product is sent back to you with no refund due.
  9. 8.9Return shipping is free if the product is defective, damaged, wrong or not as described; if you return only because you changed your mind, you bear the return shipping cost, which may be deducted from the refund.
  10. 8.10Once a return is accepted, the refund is issued to the original payment method within 7 to 14 business days; cash-on-delivery orders are refunded by bank transfer or another method agreed with you.
  11. 8.11Shipping fees already paid are refunded only where the return is due to our or the seller's fault.
  12. 8.12If part of an order is returned, or a product was bought under a promotion, the refund reflects the adjusted value after the promotion, and promotional discounts themselves are not refundable in cash.
  13. 8.13You may choose an exchange instead of a refund for a defective, damaged or wrong product where a replacement is available; otherwise you receive a refund.
  14. 8.14Nothing in this section limits your statutory rights.

9. Order Cancellation

  1. 9.1You may cancel an order free of charge before it has been dispatched; after dispatch, cancellation is handled through the Returns section.
  2. 9.2We or the seller may cancel an order, with a full refund of any amount paid, if the product is out of stock, if there is a pricing or listing error, if payment cannot be verified, or if we reasonably suspect fraud or abuse.
  3. 9.3If only part of an order is cancelled, the remainder will be delivered and you will be refunded for the cancelled part and any delivery charge attributable to it, where applicable.

10. Warranties

  1. 10.1Products may carry a manufacturer or seller warranty, as stated on the product page; warranty terms, duration and service centres are those of the warrantor, and warranty claims must be supported by proof of purchase.
  2. 10.2Nothing in these Terms excludes or limits any statutory warranty or consumer right that cannot lawfully be excluded under Egyptian law.

11. Reviews and User Content

  1. 11.1Your reviews, ratings, comments and other content must be accurate, honest and truthful, and must not be offensive, unlawful, misleading, or infringe any person's rights.
  2. 11.2Do not submit fake or incentivised reviews presented as genuine, and do not use reviews to advertise or to divert transactions off the Platform.
  3. 11.3By submitting content, you grant Etsawaa a worldwide, non-exclusive, royalty-free licence to use, display, adapt and distribute it in connection with operating and promoting the Platform; we may remove or edit any content that breaches these Terms.
  4. 11.4If you believe any content on the Platform is unlawful or breaches these Terms, please report it to us.

12. Acceptable Use

  1. 12.1Do not use the Platform for any unlawful purpose, to commit fraud, to abuse promotions or refunds, to interfere with the Platform's operation, to scrape or copy its content systematically, or to collect other users' personal or payment information.
  2. 12.2Do not contact another user to buy or sell a listed product outside the Platform, or to complete a Platform transaction off the Platform.
  3. 12.3Breach of this section may lead to suspension or termination of your account, and to legal action where applicable.

13. Intellectual Property

  1. 13.1All content of text, graphics, logos, images and software is the property of the Company or its content suppliers and is protected by copyright and other intellectual property laws.
  2. 13.2Do not use the Etsawaa name, logo or trademarks without our written permission, and do not reproduce, copy, adapt or publicly display Platform content except for your own personal, non-commercial use of the Platform.

14. Privacy

  1. 14.1Your personal data is handled in accordance with our Privacy Policy published on the Platform.
  2. 14.2We use your data to process orders, arrange delivery and returns, prevent fraud, operate your account, and — where you have consented — send marketing communications; you may withdraw marketing consent at any time.
  3. 14.3We do not sell your personal data to third parties.

15. Promotions, Coupons and Vouchers

  1. 15.1Each promotion, coupon and voucher is subject to its own terms, shown on the relevant product or campaign page, and to availability.
  2. 15.2Promotions may be limited per customer or per order, and we may cancel orders that abuse a promotion, for example duplicate orders created to obtain the same offer repeatedly.
  3. 15.3Promotional benefits have no cash value and cannot be exchanged for cash; returning a product bought under a promotion is governed by the partial-refund rule above.
  4. 15.4Cancelling part of an order that qualified for a promotion may lead to cancellation of the remaining promotional items if the promotion's conditions are no longer met.

16. Limitation of Liability

  1. 16.1We are not liable for any indirect, incidental, special, consequential or punitive damages arising from your use of the Platform or your inability to use it.
  2. 16.2Nothing here limits liability that cannot lawfully be limited, including liability for fraud, or for death or personal injury caused by negligence, or any statutory consumer right.
  3. 16.3Subject to that, our total liability for any single order is limited to the total price paid for that order, and we are not liable for any loss of profit, business or data.
  4. 16.4Products themselves are the seller's responsibility, except where these Terms expressly provide otherwise, for example under buyer protection.

17. Indemnification

  1. 17.1You agree to indemnify and hold Etsawaa harmless against any losses, damages, claims and reasonable legal costs arising from your breach of these Terms, your misuse of the Platform, or any content you submit that infringes another person's rights or breaks the law.

18. Suspension and Termination

  1. 18.1We may suspend or terminate your account, or restrict your use of the Platform, at any time if you breach these Terms, if we reasonably suspect fraud or abuse, or if required by law; where reasonably possible, we will inform you of the reason.
  2. 18.2If we cancel products or services you have paid for but not received, and you have not breached these Terms, we will refund you for them.

19. Changes to These Terms

  1. 19.1We may amend these Terms at any time; continued use of the Platform after any change constitutes acceptance of the new Terms.
  2. 19.2For material changes, we will give reasonable notice before the change takes effect, for example by posting the updated Terms on the Platform or notifying you through your account.
  3. 19.3Changes do not affect orders already placed before the change, which remain governed by the Terms in force when the order was placed.

20. Governing Law and Disputes

  1. 20.1These Terms are governed by the laws of the Arab Republic of Egypt, including the Consumer Protection Law No. 181 of 2018; nothing here deprives you of any mandatory consumer protection under Egyptian law.
  2. 20.2If you have a complaint, please contact us first so we can try to resolve it; you may also complain to the Consumer Protection Agency.
  3. 20.3If a dispute cannot be resolved amicably, it shall be submitted to the competent courts of the Arab Republic of Egypt.

21. General Provisions

  1. 21.1If any provision of these Terms is found unenforceable, the remaining provisions continue in full effect.
  2. 21.2If we do not enforce a provision immediately, that does not mean we waive our right to enforce it later.
  3. 21.3You may not assign your rights under these Terms without our written consent; we may assign our rights and obligations to a successor in connection with a reorganisation or sale of the business, on notice to you.
  4. 21.4These Terms, together with the Privacy Policy and any promotion terms that apply to an order, constitute the entire agreement between you and Etsawaa for use of the Platform.
  5. 21.5In case of conflict between the English and Arabic versions, the Arabic version prevails.

22. Contact Information

  1. 22.1Company: Etsawaa — full legal name, commercial registration number, address and tax details: to be completed before publishing.
  2. 22.2Customer support: support email and phone number: to be completed before publishing — please include your order number in any message so we can help faster.