Order and Returns
Orders & Returns Policy
NOUH – From the Heart of the Hive
At NOUH, we are committed to providing a refined and reliable shopping experience, from selecting your favorite premium honey products to receiving your order.
Because customer satisfaction and product safety are essential to our brand, this policy explains our procedures for placing orders, cancellations, returns, exchanges, and refunds, in accordance with applicable Egyptian consumer protection laws.
1. Placing an Order
Customers can place orders directly through our official website:
When an order is submitted, the information provided, including selected products, quantities, contact details, and delivery address, is recorded for processing.
Please review your order details carefully before completing your purchase.
2. Order Confirmation
All orders are subject to product availability, delivery coverage, and verification where necessary.
Our customer service team may contact you to confirm order information or clarify relevant details.
If a product becomes unavailable, we will contact you to discuss available alternatives or arrange cancellation of the unavailable item and any applicable refund.
3. Order Changes & Cancellations
If you need to modify or cancel an order, please contact our customer service team as soon as possible.
The possibility of making changes depends on whether the order has been prepared or handed over to the delivery provider.
Orders that have already been shipped are subject to our applicable return procedures and customers' statutory rights.
4. Checking Your Order Upon Delivery
We recommend inspecting the external packaging and product condition upon delivery whenever possible.
If you notice visible damage, incorrect items, or missing quantities, please retain the packaging and contact our customer service team promptly.
Providing photographs of the issue, where available, can help us review your request more efficiently.
5. Returns & Exchanges
Due to the nature of food products, returns or exchanges based solely on a change of mind may be subject to applicable legal exceptions concerning food safety, storage conditions, and product characteristics.
However, these limitations do not override customers' statutory rights when products are defective, damaged, incorrectly supplied, or do not conform to their advertised specifications.
All return and exchange requests will be reviewed in accordance with applicable Egyptian consumer protection laws.
6. Eligible Return or Exchange Concerns
Please contact our customer service team if:
- You receive an incorrect product.
- The quantity received does not match your order.
- The product or packaging arrives damaged.
- The product has a quality defect.
- The product materially differs from its advertised description.
We may request your order number, product photographs, packaging information, or batch and expiry details where relevant.
7. Opened or Used Products
For food safety reasons, opened or used food products are generally not eligible for change-of-mind returns where applicable law permits such restrictions.
However, if a product is defective or non-conforming, customers retain their applicable legal rights even when the issue is discovered after opening the packaging.
8. Refunds
Where a refund is approved and due, the refund method will depend on the original payment method and available processing arrangements, subject to applicable legal requirements and deadlines.
The time required for funds to appear in your account may vary depending on your bank or payment service provider.
9. Shipping & Return Fees
Responsibility for shipping and return costs will depend on the reason for the return and applicable legal requirements.
Where a return results from an error by NOUH or a non-conforming product, related costs will be handled in accordance with the customer's statutory rights.
10. How to Request a Return or Report an Issue
For assistance, please contact our customer service team and provide:
- Your order number.
- Your name and contact number.
- A description of the issue.
- Product and packaging photographs, if available.
WhatsApp: +20 155 492 9896
Website: www.nouhhoney.com
Our Commitment to You
At NOUH, we believe trust is built through product quality, transparent communication, and genuine customer care.
We aim to handle every request with professionalism, fairness, and attention to detail.
NOUH – From the Heart of the Hive.