Return and Exchange Policy
Return and Exchange Policy – Semsem World
Last updated: October 25, 2025
At Semsem World, we believe that your shopping experience should always be a source of happiness and satisfaction. We strive for every product you purchase to meet your complete approval, but if you are not satisfied for any reason, we are here to make the return or exchange process easy and quick.
Hassle-Free Return Policy
1. Eligibility and Return Period
Most products can be returned within 7 to 10 business days from the date of receipt, provided they are:
Unused and unopened.
In their original condition with cellophane, complete packaging, and all accessories and invoices.
You have the right to choose between:
A refund of the paid amount.
Exchanging the product for another.
Receiving store credit for future use.
2. Proof Documents
In case of receiving a damaged, incomplete, or leaking product, clear photos or videos must be sent within 24 hours of receiving the order via WhatsApp or the email provided below.
These documents are essential for reviewing the case by the quality team and suppliers, and complaints after this period cannot be accepted.
3. Net Refunded Amount
If the return is due to an error by the store or confirmed damage, the full amount will be refunded, including shipping costs.
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In other cases (such as change of mind or unjustified product refusal), the net amount will be refunded after deducting:
Original shipping fees.
Cash on Delivery (COD) Fee if applicable.
Any actual return costs incurred by the shipping company.
The final amount will be clarified before the refund process is executed.
4. Refund Time
After receiving the returned product and inspecting it by the quality department, the refund process will be completed within a maximum of 10 business days.
For electronic payments, the amount will be refunded to the same payment method used after deducting applicable fees by the electronic payment agent.
For cash on delivery payments, the amount will be transferred via Vodafone Cash or Instapay after deducting applicable fees.
5. Exchange for Price Difference
If you wish to exchange the product for another that is higher in price, you can pay the price difference before processing the new order.
If the new product is lower in price, the difference will be converted to store credit for future use in purchases.
6. Unacceptable Returns
Some return requests may be rejected in the following cases:
The product is opened, used, or without its original packaging.
More than 10 days have passed since the receipt date.
Presence of tampering or damage due to misuse.
In this case:
The customer will be notified of the return rejection.
The product will be held for 7 business days in our warehouse to allow for re-shipment to the customer.
The customer will bear the cost of reverse shipping (re-sending) if they wish to receive the product again.
7. Exceptions (not returnable for health reasons):
To ensure the safety of our customers, we do not accept returns for the following products:
Opened or used cosmetics and perfumes.
Food items.
Undergarments.
Earrings.
Personalized products (customized / gift sets): Products that have been customized specifically for the customer (such as gift wrapping or personal engraving or gift sets) cannot be returned unless there is a clear error in execution.
8. Special Cases Related to Perfumes
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8.1 Proof of Authenticity and Manufacturer's Responsibility
Semsem World is committed to providing authentic products as issued by the brand owners. In case of any inquiry about ingredients, source, or country of origin, the responsibility for clarification lies with the manufacturer, not the store. The store is only committed to providing what has been officially supplied from the authorized source.
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8.2 Dealing with Perfumes with Multiple Batches (Batch Variation)
Slight differences in color or scent may occur between production batches issued by the same company, which is a natural phenomenon resulting from raw materials or climatic changes during manufacturing. This slight difference is not considered an acceptable reason for return as long as the product is authentic and sealed.
8.3 If you receive a perfume bottle that appears to be leaking or has damaged external packaging, or if you have any doubt about the product's integrity, please do not remove the cellophane or open the package at all, and contact customer service immediately. The product will be replaced or its value refunded after verifying the condition, provided the product is sealed as received to ensure acceptance of the return by the shipping company.
- 8.4 If you open the package and find a slight internal leak not visible externally, please note that this may sometimes result from shipping pressure or the original factory's packaging method, and therefore Semsem World is not responsible for these cases, as it does not actually manufacture the products but acts as an official distributor of authentic products from the brand owners.
8.5 The sillage and longevity vary from person to person and from environment to environment depending on skin type, temperature, and usage pattern, therefore these characteristics cannot be guaranteed or considered an acceptable reason for return. Semsem World is only committed to ensuring that the product is 100% authentic as issued by the manufacturer, without any modification or interference.
8.6 Also, fragrance preference is a personal matter that varies from customer to customer, so your dislike of the fragrance or its difference from your expectations is not considered a valid reason for return or exchange.
8.7 We would also like to note that some perfume manufacturers change the shape, color of the packaging or cap, or external design from time to time without prior notice, and these changes do not affect the authenticity of the product, its quality, or the fragrance composition at all. Therefore, Semsem World is not responsible for differences in packaging design as long as the product is authentic and sealed by the manufacturer.
9. Pre-orders and Products Specially Imported at Customer's Request
In some cases, Semsem World allows pre-orders or special imports for certain products provided at the customer's personal request (such as rare perfumes, exclusive editions, or items not available locally).
Please note the following:
These orders are considered customized orders specially imported for the customer after their confirmation.
Due to their special nature, they cannot be canceled, returned, or exchanged after order confirmation and payment of the deposit or full amount.
In case of international shipping delays due to customs or shipping companies, this is not considered a breach by the store.
Semsem World reserves the right to cancel the order if the product cannot be imported for any reason beyond its control, with a full refund to the customer without any deductions.
We are committed to providing these special orders with the highest standards of accuracy and safety, with full tracking of their status until they reach the customer.
10. Return Process Steps
A. Initiating a Return:
Please contact our customer support team via:
care@smsmworld.com
01002600717
to obtain a Return Merchandise Authorization (RMA) number before sending the product.
B. Packaging Returns:
Carefully re-package the product in its original packaging with all accessories and invoices.
Clearly place the RMA number on the outside of the package.
C. Shipping Returns:
Use a reliable shipping company with package tracking service to ensure the return's arrival.
The customer bears the cost of return shipping, unless the error was on our part (such as receiving a damaged or incorrect product).
11. Defective or Damaged Products
If you receive a damaged or defective product, it will be:
Replaced free of charge with a new product.
Or the full amount will be refunded (including shipping costs). You must report it within 24 hours of receipt, accompanied by illustrative photos and videos.
12. Additional Notes
Please photograph the product before shipping it for return as proof of its original condition.
No return will be accepted without a prior RMA number.
The store reserves the right to refuse any return request that does not meet the stated conditions.
13. Store Credit:
You can choose to receive Store Credit instead of a cash refund, to use later for any purchase on our website with ease.
14. Administrative Processing Fees
If the customer requests to return the product after it has been shipped and there is no fault on the part of the store, Sesame World Store reserves the right to deduct an administrative processing fee of 5% of the order value, with a minimum of 200 EGP for orders within the Arab Republic of Egypt, and 50 USD for international shipments, to cover the operational costs related to:
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Packaging and manual inspection of the returned product.
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Preparation and initial shipping costs.
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Re-inspection and quality expenses.
These fees are communicated to the customer in advance when processing the return, and are never applied in cases where the fault lies with the store or supplier (e.g., wrong or damaged product).
15. General Disclaimer:
Sesame World reserves the right to amend or update this return policy at any time in accordance with Egyptian and international laws.
Updates will be published immediately on the website and will become effective upon publication.
For quick assistance
We are always here to serve you.
If you have any inquiries or need assistance regarding the return or exchange process, you can contact us via:
Phone / WhatsApp: +201002600717
Email: care@smsmworld.com
Sesame World – because your satisfaction is at the core of our mission.
