Refund policy

Last updated: 30 September 2026

At EROS STORE we want your order to arrive exactly as you ordered it. This policy explains when and how you can cancel, return or exchange an order.

1) Cancelling an order

• You can cancel your order yourself in the app or on the website within 24 hours of placing it, as long as our team has not yet checked it and started preparing it.
• After 24 hours, or once the order has been checked and preparation has started, it can no longer be cancelled or added to from your account; contact us on WhatsApp and we will help depending on the order's status.
• Adding items to an existing order is possible only for new orders before they are checked. Older orders cannot be changed; please place a new order.
• Once an order has been prepared or handed to the courier, the return and exchange rules below apply.

2) When to request a return or exchange

Submit your return or exchange request within 48 hours of receiving the order, from the order page in the app (or by contacting us on WhatsApp). You can attach photos of the product, which speeds up the review.

3) When a return or exchange is accepted

a) Our mistake: a different product from what you ordered, or damaged or defective

• If you received a different product because of a mistake in preparing or checking your order, or it arrived damaged or defective (even if you only noticed after opening it), tell us within 48 hours of receiving it, with photos showing the problem.
• After checking, we exchange the product or refund it, and we pay the delivery cost.

b) You changed your mind or ordered by mistake

If you changed your mind or ordered the wrong product, and there was no mistake on our side in preparing or checking the order, and the product did not arrive damaged:

• A return or exchange is accepted if the product is sealed, unopened and unused, in its original packaging with its wrapping and labels.
• In this case you pay the delivery cost both ways.

4) What cannot be returned or exchanged

• Skincare, make-up and fragrance products once opened or tried, for hygiene reasons, unless they are defective as in 3/a.
• A product whose original packaging is missing or damaged through use.
• Orders received more than 48 hours ago.

5) How you are refunded

When a return is accepted, we refund the value of the accepted products in the way you choose:

• in cash through the delivery courier;
• to your wallet in your Eros account, to use on your next order;
• by Qi Card transfer;
• or by Zain Cash.

The original delivery fee is not refunded, unless the mistake was ours (section 3/a).

6) Contact us

• WhatsApp: +964 780 225 5516
• Email: INFO@EROSSTORE.CO

We are here to help; feel free to contact us with any question.