Refund policy

RETURNS, EXCHANGES & REFUNDS POLICY

Last updated: 30 July 2026

We want every Azka Athletics order to be handled clearly and fairly.

This policy applies to products purchased directly through azkaathletics.com. It explains the conditions, time limits and process for returns, exchanges and refunds.

Nothing in this policy limits any mandatory rights available to a customer under applicable Egyptian law.

1. Four-day return and exchange period

A customer may request an eligible return or exchange within 4 calendar days from the date the order is delivered.

An eligible item must meet the conditions stated in this policy.

2. Defective or non-conforming products

A customer may request a return, replacement or other legally available remedy within 10 calendar days from delivery if the product:

  • Has a manufacturing defect
  • Was damaged before or during delivery
  • Is materially different from the product ordered
  • Is the wrong product, colour or size because of an Azka Athletics error
  • Does not conform to its stated specifications

The customer should report the issue promptly and provide clear photographs where requested.

When Azka Athletics confirms a defect or fulfilment error, the customer will not be charged for collection, replacement or refund processing.

3. Return condition

For a non-defective product to qualify for return or exchange, it must be:

  • Unworn other than a careful indoor fit check
  • Unused for training, sport or normal daily wear
  • Unwashed
  • Unaltered
  • Free from stains, makeup, deodorant, perfume, smoke, odours, hair, marks and damage
  • Returned with its original tags and labels attached
  • Returned with its original packaging where reasonably possible
  • Accompanied by the order number or another proof of purchase

The customer may briefly try an apparel item indoors only to check its fit.

Trying a product while the courier waits is not permitted.

Azka Athletics may reject a return if the product has lost value because of use or handling beyond what was reasonably necessary to check its size, fit, nature and condition.

4. Products that cannot be returned because of customer action

A return may be rejected when:

  • The product has been worn, trained in, washed or altered
  • Tags or required hygiene protection have been removed
  • The item has been damaged after delivery for a reason attributable to the customer
  • Care instructions were not followed
  • The product was exposed to unsuitable chemicals, high heat, sharp objects or improper storage
  • The product shows normal wear and tear rather than a manufacturing defect
  • The product was purchased from a seller other than azkaathletics.com
  • The return request was submitted outside the applicable period, unless the law requires otherwise

5. Hygiene-sensitive products

Socks, swimwear and other hygiene-sensitive products may qualify for a change-of-mind return only when:

  • They remain unworn and unused
  • Their hygiene seal, protective lining or sealed packaging remains intact
  • They can be returned in their original sanitary condition

Once hygienic packaging, a protective lining or a hygiene seal has been removed, a change-of-mind return might not be accepted.

This restriction does not remove the customer’s rights when a product is defective, damaged or supplied incorrectly.

6. Sale and discounted products

Sale items, discounted items and products purchased using a discount code follow the same standard return conditions unless a lawful product-specific exception was clearly communicated before purchase.

A refund is based on the amount actually paid for the returned product after discounts.

7. Size and colour exchanges

A customer may request an exchange for another size or colour of the same product model, subject to availability.

For a different product model, the customer must return the original product for a refund and place a new order.

Exchanges cannot be guaranteed until the requested replacement has been reserved or confirmed.

If the requested size or colour is unavailable, the customer may choose an available alternative or receive an eligible refund.

8. How to submit a request

All return and exchange requests must be submitted through the official Start a Return form on the Azka Athletics website.

The request must be submitted by the original purchaser and should include:

  • Order number
  • Customer name
  • Order email and telephone number
  • Product and size
  • Return or exchange request
  • Reason for the request
  • Preferred resolution
  • Photographs when reporting a defect, damage or incorrect item

Submitting the form does not automatically approve the return.

Items sent to Azka Athletics without a submitted and acknowledged request may not be accepted.

9. Review and acknowledgement

After the form is submitted, the customer will receive an immediate on-screen acknowledgement.

Azka Athletics customer service aims to review the request within two business days.

We may contact the customer by email or WhatsApp for additional information.

10. Collection of returned products

When a request is accepted for inspection, Azka Athletics will arrange collection through its courier partner.

The customer must:

  • Pack the product securely
  • Include all relevant tags, packaging and included items
  • Remain available for the courier
  • Provide an accurate pickup location
  • Obtain or retain any collection confirmation supplied by the courier

A product remains the customer’s responsibility until collected by the authorised courier or received by Azka Athletics.

11. Return and exchange delivery charges

For a confirmed manufacturing defect, transit damage or Azka Athletics fulfilment error, Azka Athletics covers the applicable collection, replacement and delivery costs.

For a non-defective change-of-mind return or a same-model size or colour exchange, a collection or exchange-delivery fee may be charged to the customer where permitted by applicable law.

For a size or colour exchange, Azka Athletics intends to charge no more than one applicable exchange-delivery fee.

Any fee will be communicated before the collection or exchange is completed.

The original outbound shipping charge is generally not refunded for a non-defective return, except where applicable law requires otherwise.

12. Partial returns and free gifts

A customer may return an eligible part of an order without returning every product.

If an order included a free gift that depended on purchasing the returned product or reaching a qualifying order value, the free gift must also be returned in eligible condition.

If the gift is not returned, its stated or reasonable value may be deducted from the refund where permitted by law.

A partial return that causes the retained order value to fall below the free-shipping threshold will not create a retroactive standard-delivery charge.

13. Inspection

All returned items are inspected after they reach Azka Athletics.

Inspection determines whether:

  • The correct product was returned
  • The return conditions were met
  • A reported defect is a manufacturing defect
  • Damage resulted from misuse, wear, washing or failure to follow care instructions
  • All required items and promotional gifts were returned

We will communicate whether the return has been approved, rejected or requires further review.

14. Rejected returns

If a return is rejected because the product was worn, washed, altered, damaged or otherwise made ineligible by the customer, the product may be sent back to the customer.

The customer will be responsible for the new delivery charge before the product is returned.

Azka Athletics will not issue a refund for a product that fails the eligibility inspection, unless applicable law requires otherwise.

15. Refund amount

An approved refund is calculated using the amount actually paid for the returned product after any discounts.

Azka Athletics does not offer store credit as a substitute for a monetary refund.

For an approved defective, damaged or incorrectly supplied product, the refund includes the eligible product amount and any shipping costs that must be returned under applicable law. For non-defective reasons, the shipping cost will be deducted from the amount paid.

16. Refund methods

For payments made by debit or credit card, the refund is returned to the original payment method where available and legally required.

For Cash on Delivery orders, Azka Athletics does not process physical cash refunds. With the customer’s agreement, an approved refund is sent through:

  • InstaPay; or
  • Bank transfer

The customer must provide accurate refund information after the return has been approved.

For security and data-minimisation purposes, bank or InstaPay details should not be entered into the initial return form unless specifically requested through a secure official channel.

Azka Athletics is not responsible for a failed or misdirected refund caused by incorrect account information supplied by the customer.

17. Refund timing

After a returned item has been received, inspected and approved, Azka Athletics will initiate the refund within seven calendar days, or sooner where required by applicable law.

The customer will be notified when the refund is initiated.

Banks, card issuers and payment providers may require additional time before the amount appears in the customer’s account. This external processing time is outside Azka Athletics’ direct control.

18. Order cancellations and unavailable products

If Azka Athletics cancels a prepaid order because of unavailable stock, an incorrect price, payment-processing failure, inability to confirm the order or another valid operational reason, the eligible refund will be initiated within the normal refund-processing period.

External bank or payment-provider processing times may apply.

19. Incorrect care or misuse

Damage caused by failure to follow the product’s care instructions is not treated as a manufacturing defect.

This can include damage caused by:

  • Washing above the stated temperature
  • Tumble drying where prohibited
  • Ironing directly on prints or decorations
  • Dry cleaning where prohibited
  • Bleach, unsuitable detergent or harsh chemicals
  • Incorrect use of the product
  • Normal wear and tear

Each case will be assessed according to the product, reported issue and available evidence.

20. Contact and complaints

For help with a return, exchange or refund:

Email: info@azkaathletics.com
WhatsApp: 01551818702
Instagram: @azkaathletics

Formal processing takes place Sunday to Thursday, excluding official holidays.

If a disagreement cannot be resolved directly, the customer may use any complaint or dispute process available under Egyptian consumer-protection law.