Refund policy

Returns, Refunds & Exchanges

Last updated: June 27, 2026

We want you to have a clear, fair, and reliable experience collecting with PATCHPOP. This Returns, Refunds & Exchanges Policy explains when an item may be returned, exchanged, replaced, refunded, rejected, or handled through another lawful resolution.

This Policy is designed to operate in accordance with applicable Egyptian consumer protection rules, including the general 14-day change-of-mind return/replacement framework and the 30-day defective or non-conforming product framework.

Nothing in this Policy is intended to limit, exclude, or reduce any mandatory statutory rights you may have under applicable Egyptian consumer protection laws or any other applicable regulations.

1. Core Windows & Timelines

Return and exchange requests are handled under two main tracks:

14-Day Change-of-Mind Track: For eligible products where there is no physical defect, incorrect item, or product error, customers may request a standard return or exchange within 14 calendar days from the date of receiving the order, subject to product eligibility, condition requirements, proof of purchase, and applicable law.

30-Day Manufacturing Defect / Non-Conformity Track: If an item is delivered defective, damaged before delivery, materially non-conforming, or incorrectly supplied, customers may report the issue within 30 calendar days from the date of receiving the order, subject to verification, inspection, and applicable law.

Submitting a request within the applicable window does not automatically guarantee approval. PATCHPOP must first verify the order, proof of purchase, product condition, eligibility, and supporting information.

2. Proof of Purchase Requirement

A valid PATCHPOP order number, electronic invoice, receipt, official transaction confirmation, or other accepted proof of purchase is required for all return, exchange, refund, replacement, defect, missing-item, or incorrect-item claims.

PATCHPOP may delay or reject a request if the customer cannot provide sufficient information to verify that the item was purchased directly from PATCHPOP’s official website or authorized sales channels. Where PATCHPOP can verify the order internally, we may use our internal records to support the claim.

Products purchased through unofficial third-party sellers, resale platforms, peer-to-peer trades, private swaps, social media sellers, or unauthorized marketplaces are not covered by PATCHPOP’s standard return, exchange, refund, or defect-resolution process.

3. Defect, Damage, Incorrect Item, or Missing Component Reporting

If there is a mistake, missing component, delivery damage, or structural issue with your order, the following reporting protocols apply:

Visible Issues & Missing Components: Visible delivery damage, incorrect item sorting, wrong size supplied, missing components, or visibly damaged packaging should be reported within 48 hours of delivery. The claim should include your order number and clear photos or videos of the shipping box, product packaging, and affected items where relevant. This helps PATCHPOP distinguish delivery-related issues from post-delivery accidents, misuse, or storage damage.

Manufacturing Defects: Manufacturing defects or non-conforming products may be reported within the 30-day statutory window. Examples may include complete separation of the hook-and-loop backing layer, backing defect, unraveled border stitching straight out of the box, missing physical component, severe production fault, or other verified structural issue that affects the product’s intended use.

Minor production variations, such as slight embroidery density differences, thread shade changes, fabric texture differences, normal edge-finishing variation, or batch-level color shifts, are not normally treated as defects unless they materially affect the product’s function, quality, safety, or core product description.

If a defect, incorrect item, missing item, or non-conformity is verified, PATCHPOP will provide the appropriate lawful remedy, which may include repair where applicable, replacement, exchange, refund, store credit where legally permitted and/or agreed with the customer, or another remedy required by law.

For limited drops, if an item is verified as defective but replacement stock is fully exhausted, PATCHPOP will provide a lawful resolution, which may include a refund, an alternative product agreed with the customer, store credit where legally permitted and/or agreed with the customer, or another remedy required by applicable law.

4. Product Condition Requirements

To qualify for a standard 14-day change-of-mind return, standard exchange, or size swap, products must be returned in their original condition and must satisfy the following requirements:

  • all base apparel, caps, modular bags, accessories, and gear must be entirely unused, unworn, unwashed, unaltered, undamaged, clean, free of stains, free of odors, and in resaleable condition;

  • all original hang-tags, fabric labels, security loop-seals, product labels, and included accessories must remain attached or included in their original configuration where applicable;

  • all original collectible presentation backing cards, themed boxes, branded sleeves, inserts, protective display layers, blind packaging, and product packaging must be returned complete and intact;

  • patches must be completely unpeeled, unattached, unused, unwashed, unheated, un-ironed, unsewn, unaltered, and structurally unchanged;

  • bundles, starter kits, and curated sets must be returned complete unless PATCHPOP approves a specific exception in writing or unless another remedy is required by applicable law.

Collectible Packaging Rule: PATCHPOP packaging is part of the product’s retail and collectible value. Custom presentation cards, sleeves, boxes, protective layers, and themed packaging may be treated as integral product components. If collectible packaging is torn, discarded, materially damaged, unsealed, or missing, the product may be considered unable to return to its original condition and may be ineligible for a standard change-of-mind return, subject to applicable law.

PATCHPOP may reject a return or exchange if the item is used, worn, washed, altered, incomplete, missing components, missing packaging, damaged by misuse, or no longer capable of being returned in its original condition.

If a returned item is rejected after inspection, the customer may be responsible for the shipping cost required to return the item back to them, unless otherwise required by applicable law.

5. Policy Exclusions & Final Sale Guidelines

Opened Mystery Packs: PATCHPOP mystery patch packs are blind, randomized collectible products. The sealed and surprise nature of the item is part of its commercial identity and collector value.

Once the outer foil wrap, blind bag, tamper-evident seal, protective mystery sleeve, or sealed packaging is opened, broken, altered, or unsealed, the item may no longer be capable of being restored to its original sealed condition. Opened mystery packs are therefore treated as final sale for change-of-mind, design preference, duplicate pull, rarity outcome, or subjective preference reasons, subject to applicable Egyptian consumer protection rules.

Duplicates are a natural result of randomized collectible distribution and are not considered defects or non-conformities.

Specific designs, rare designs, ultra-rare patches, chase variants, or specific themes are not guaranteed in any individual pack or individual order unless expressly stated in the product description.

This section does not limit any mandatory rights you may have if the item is verified to be defective, damaged before delivery, incorrectly supplied, missing a physical component, or otherwise required to be returned, replaced, or refunded under applicable law.

Sale & Promotional Items: Items purchased during sale, clearance, promotional, campaign, or limited-time discount events remain subject to applicable consumer protection rules. Any approved refund for a promotional item will be calculated based on the exact net price paid on the invoice, not the standalone retail value before discount.

Where legally permitted, sale or promotional items may be eligible for store credit only instead of a cash refund for change-of-mind returns. This does not limit any mandatory right to refund, replacement, repair, exchange, or return where the item is defective, non-conforming, incorrectly supplied, missing, or otherwise covered by applicable Egyptian consumer protection rules.

Any special sale, campaign, or limited-drop return conditions should be displayed clearly at or before checkout where applicable.

6. Bundles & Starter Kits

Bundles, starter kits, promotional sets, and curated kits are sold as combined product units. To remain eligible for a return, exchange, or refund, the full bundle must usually be returned complete with all included base products, patches, packaging, inserts, cards, accessories, and components.

Partial returns or partial refunds for individual items inside a bundle are restricted and are not accepted unless PATCHPOP approves the exception in writing or unless another remedy is required by applicable law.

If PATCHPOP approves a partial return of an item from a bundle, the promotional discount may be recalculated. The refund may be adjusted by deducting the standalone retail value of the retained items, or by recalculating the order as if the returned bundle discount had not applied, provided this is legally permitted and clearly communicated to the customer.

If one item inside a bundle is defective, incorrect, or missing, PATCHPOP may resolve the issue by replacing, repairing where applicable, refunding, or otherwise remedying the affected component rather than cancelling or refunding the entire bundle, provided this is consistent with applicable law and the customer’s statutory rights.

If a bundle includes a limited drop item or mystery component, availability of identical replacements may be limited. Where an identical replacement is not available, PATCHPOP will provide an appropriate lawful resolution.

7. Apparel and Base Product Size Exchanges

One size exchange may be allowed for eligible base products such as T-shirts, caps, jackets, modular bags, or other wearable base items, subject to stock availability, product eligibility, and condition requirements.

The item must fully satisfy the product condition requirements in this Policy, including being unused, unworn, unwashed, clean, undamaged, complete, and returned with all original packaging, tags, labels, collectible packaging, and included materials.

Size exchanges are not guaranteed for limited drops, sold-out items, campaign items, or products with limited stock. If the requested replacement size is unavailable, PATCHPOP may offer an alternative size, alternative product, store credit where legally permitted and/or agreed with the customer, refund where required by law, or another appropriate resolution.

For standard customer-initiated size exchanges, the customer is responsible for return and re-shipping costs unless the exchange is required because PATCHPOP supplied the wrong item, incorrect size, defective item, or non-conforming product.

8. Allocation of Return Shipping Costs

Customer Paid: For standard 14-day change-of-mind returns, standard size exchanges, customer-initiated exchanges, or design-preference swaps, the customer is responsible for the return shipping cost and any re-shipping cost, unless otherwise required by applicable law.

Where PATCHPOP arranges the return courier for a standard change-of-mind return, the applicable regional return shipping fee may be deducted from the final refund balance, provided this is legally permitted and clearly communicated to the customer.

PATCHPOP Paid: If the return or exchange is caused by PATCHPOP’s error, such as confirmed wrong item, missing component, incorrect size supplied, confirmed manufacturing defect, or non-conforming product, PATCHPOP will cover the reasonable shipping cost or provide the required replacement process at no additional charge to the customer.

Original shipping fees and COD administrative service fees may be non-refundable for standard change-of-mind returns where legally permitted. If the return is caused by PATCHPOP’s error or a legally recognized defect/non-conformity, shipping fees will be handled in accordance with applicable law.

PATCHPOP may require returned items to be sent through an approved courier or return method to ensure tracking and proof of receipt.

9. Refund Processing Timeline

Return Inspection: Once PATCHPOP receives the returned item through the approved return method, our quality control team will physically inspect the items within 3–5 business days to verify condition, completeness, eligibility, and claim details.

PATCHPOP may approve, reject, or request additional information depending on the condition of the item, packaging, proof of purchase, photos, and reason for the claim.

Refund Release: Once the returned item is received, inspected, and approved, PATCHPOP will initiate the refund or approved resolution within the timeframe required by applicable law.

Refunds are normally issued to the original payment method used for the order, unless another method is legally permitted and/or agreed with the customer.

Digital Payment Gateways: Approved refunds for orders paid by credit/debit card, digital wallet, or integrated online payment gateway will be reversed back to the original payment pathway where possible. After PATCHPOP initiates the refund, banks, wallets, card issuers, and payment gateways may require additional processing time. This may typically take 5–14 business days, depending on the customer’s payment provider and banking system.

Cash on Delivery (COD) Refunds: For orders paid by Cash on Delivery, physical cash refunds are not issued through delivery couriers. COD refunds may be processed through Vodafone Cash, InstaPay, bank transfer, another verified local mobile wallet linked to the customer’s confirmed phone number, or store credit where legally permitted and/or agreed with the customer.

Store credit, where legally permitted and/or agreed with the customer, may be issued digitally through a gift card, voucher, account credit, or similar method.

10. How to Initiate a Return, Exchange, or Claim

To start a return, exchange, defect claim, missing-item claim, or incorrect-item claim, please do not ship items back unilaterally. Customers must first contact PATCHPOP through the official support channels below within the applicable window:

Support Email: Help@PATCHPOP.shop

Your request should include:

  • official order number, invoice, or proof of purchase;

  • full name and phone number used on the order;

  • reason for the request;

  • clear photos or videos of the item, packaging, and shipping box where relevant;

  • preferred resolution, if applicable.

PATCHPOP may request additional photos, videos, packaging evidence, courier details, or product information to verify the claim.

Returns sent without prior approval, without sufficient identification, or outside the official return process may be delayed, rejected, or returned to the sender, subject to applicable law.

11. Customer Responsibilities

Customers are responsible for:

  • checking their order upon delivery;

  • keeping the order number, invoice, and proof of purchase;

  • keeping packaging, tags, inserts, sleeves, backing cards, seals, and product components intact until they are sure they will keep the product;

  • following care, washing, attachment, removal, storage, and handling instructions;

  • submitting return, exchange, or defect requests within the required timelines;

  • providing accurate photos, videos, and information when making a claim;

  • packing returned items safely to avoid damage during return shipping;

  • using an approved or trackable return method where required.

PATCHPOP is not responsible for return packages that are lost, delayed, or damaged in transit due to customer-selected shipping methods, poor packaging, or missing tracking, except where PATCHPOP arranged the return shipping or where applicable law requires otherwise.

12. Applicable Law and Policy Updates

This Returns, Refunds & Exchanges Policy is designed to operate in line with PATCHPOP’s business model and applicable Egyptian consumer protection rules.

If any part of this Policy conflicts with mandatory Egyptian consumer protection law, the mandatory legal rule will prevail.

This Policy is made available in both Arabic and English. The Arabic version is provided to comply with applicable Egyptian language requirements for consumer documents. In the event of any conflict between the Arabic and English versions, the Arabic version shall prevail to the extent required by applicable Egyptian law.

PATCHPOP reserves the right to update this Policy from time to time, provided that updates do not reduce any mandatory rights already attached to an order placed before the update, unless required or permitted by applicable law.