Refund and Returns Policy

At Nordway we want every order to reach you safely and exactly as you chose it. This policy explains when you can exchange or return a product, how to request it, and how refunds work.

1. Exchange and return period

You can ask to exchange or return a product within 14 days of delivery without giving a reason, as long as it is eligible under this policy.

If a product arrives defective, damaged or different from your order, you can ask for an exchange or a refund within 30 days of delivery, at no extra cost.

2. Conditions for accepting a return

To be accepted, the product must be:

• Unused and in its original condition.
• In its original packaging, with all parts and accessories.
• Accompanied by the order number or proof of purchase.
• Not damaged by misuse or improper storage.

Returned products are inspected on arrival before an exchange or refund is approved.

3. Coffee

Sealed coffee bags that have not been opened or used can be returned within the period and conditions above.

We cannot accept returns of:

• Opened or used coffee bags.
• Coffee ground or prepared to the customer’s request.
• Products whose condition changed because of improper storage after delivery.

These exceptions do not apply if the product arrives defective, damaged or different from your order. In that case you are always entitled to an exchange or a refund.

4. Brewing equipment

Coffee equipment can be exchanged or returned within 14 days of delivery if it has not been used and is still in its original condition and packaging, with all accessories.

Returns are not accepted if the item was broken or damaged through incorrect use, or if parts are missing after delivery.

5. Damaged or incorrect products

If you receive a damaged, defective or wrong product, please contact us and send:

• Your order number.
• A clear description of the problem.
• Photos of the product and the outer packaging.
• A photo of the shipping label.

After we review your request, we arrange an exchange or refund at no extra cost to you if the product is defective or we made a mistake preparing your order. Egyptian consumer law also gives you the right to exchange or return a defective or non-conforming product within 30 days of delivery.

6. Refunds

Approved refunds are made to the original payment method (card or wallet through Paymob). Cash-on-delivery orders are refunded by bank transfer or mobile wallet. Wolf Pack points earned on a refunded order are removed automatically.

7. Cancelling an order

You can cancel an order before we start preparing it or hand it to the courier. After it ships, the exchange and return terms above apply.

8. Contact us

For any exchange or return question:
Email: info@nordway.coffee
WhatsApp: +20 121 133 6649