Returns

OFFSURGE offers a 14-day return and exchange window, starting from the date you receive your order. All requests must be submitted and approved within this timeframe.

Eligibility for Return or Exchange

To qualify for a return or exchange, items must meet all of the following conditions:

  • In the same condition as received

  • Unworn, unused, and unwashed

  • With all original tags and labels attached

  • Returned in original packaging

  • Free from stains, odors, damage, or alterations

  • Accompanied by a receipt or proof of purchase

Items that do not meet these conditions may be rejected and sent back to the customer.

How to Start a Return or Exchange

To request a return or exchange, contact us at:
return@offsurge.com

  • All requests must be approved before any return is sent

  • Once approved, our courier partner will arrange a pickup from your address

  • Return shipping fees are covered by the customer and will be:

    • Deducted from the refund amount, or

    • Collected at the time of pickup

Non-Returnable & Non-Exchangeable Items

For hygiene and safety reasons, we do not accept returns or exchanges for:

  • Pet clothing

  • Underwear

  • Perfumes

  • Accessories

  • Socks

  • Swimwear

  • Personal care or hygiene-related products

  • Final sale items

  • Gift cards

Damaged or Incorrect Items

Please inspect your order upon delivery.
If you receive a defective, damaged, or incorrect item, contact us within 24 hours of delivery at return@offsurge.com.

Requests submitted after this window may not be accepted.

Return Processing & Fees

  • Approved returns must reach our warehouse within 14 days

  • Returns are inspected and processed within 3–5 business days

  • A flat return shipping fee of EGP 80 will be deducted from your refund

  • If the refund amount is less than EGP 80, the remaining balance will be charged to the original payment method

Shipping fees are non-refundable.

Refunds for Online Payments

  • Once approved, refunds are issued to the original payment method

  • Refunds typically appear within 1–5 business days, depending on your bank or payment provider

  • You will receive an email confirmation once processing is complete

Refunds for Cash on Delivery (COD) Orders

For COD orders, refunds are issued after the returned items are received and approved.

  • Refunds will be sent via mobile wallets or InstaPay

  • Customers must provide accurate wallet or InstaPay details

  • OFFSURGE is not responsible for delays caused by incorrect or incomplete payment information

Need Help?

If more than 15 business days have passed since your return was approved and you haven’t received your refund, contact us at:
return@offsurge.com