Refund policy
Last updated: August 27, 2026
At Acacia, we are committed to ensuring that you receive the correct product in the agreed-upon condition. This Return, Exchange and Refund Policy explains your rights, the hygiene rules that apply to underwear, and how to request assistance with an order.
This policy applies to purchases made directly through https://acaciawear.com. Nothing in this policy limits or excludes any mandatory right available to you under applicable Egyptian consumer protection laws.
Returns Due to a Change of Mind Within 14 Days
To be eligible for a return due to a change of mind, the product must remain in the same condition it was in at the time of sale. The original packaging, hygiene seal and protective wrapping must remain in their original condition for the product to qualify for return.
Underwear and Hygiene-Sensitive Products
For health and hygiene reasons, underwear cannot be returned or exchanged due to a change of mind after its packaging, hygiene seal or protective wrapping has been removed To protect you and ensure that you are using a product that has not been used before..
Before opening any underwear package, please confirm the product name, color, size and quantity shown on the outer packaging. Opening the package may affect your eligibility for a return or exchange if the product is not defective and there is no error with the order.
These hygiene restrictions do not cancel your rights if the product is defective, damaged, materially different from its description or different from what you ordered.
Products Not Eligible for Return Due to a Change of Mind
We may refuse a return or exchange request due to a change of mind where permitted by law, including in the following circumstances:
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The underwear packaging, hygiene seal or protective wrapping has been removed;
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The product is no longer in the condition it was in at the time of sale for a reason attributable to the customer;
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The product has been used, worn, tried on, washed, altered, marked or damaged after delivery;
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The nature or characteristics of the product, or the way it is packaged or wrapped, prevents it from being returned, or it is impossible to restore it to its condition at the time of purchase.
Damaged, Incorrect or Misdescribed Products
If a product arrives damaged, or you receive an incorrect product, size, color or quantity, contact us immediately. Keep the product, packaging, tags and shipment in the condition in which they arrived whenever reasonably possible.
We may request clear photographs or other reasonable evidence to verify the problem. This requirement will not be used to unreasonably prevent you from exercising a legal right. Opening the packaging to discover a defect or order error does not cancel your rights relating to that defect or error.
Exchanges
You are eligible for an exchange only if the product arrived damaged, or you received an incorrect product, size, color or quantity. Exchanges are subject to product and size availability. If the requested replacement is unavailable, you may choose another eligible available product and pay or receive the applicable price difference, or request a refund if you are entitled to one.
Multipacks, Bundles and Promotional Sets
For a return due to a change of mind, the complete multipack, bundle or set must be returned unopened and in its original condition. If the outer packaging, protective wrapping or any applicable hygiene seal has been removed from an underwear multipack, the return request may be rejected.
If an item within a multipack, bundle or set is defective, damaged or incorrect, contact us so that we can provide the remedy required by law. A promotion or discounted price does not cancel mandatory consumer rights.
How to Request a Return or Exchange
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Contact Acacia Customer Care within the applicable return period.
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Provide your order number, name, telephone number and details of the relevant product, and specify whether you are requesting a return, exchange or refund.
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If the product is defective, damaged or incorrect, explain the problem and provide clear photographs if reasonably requested.
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Keep the product and all packaging until Acacia provides you with return or exchange instructions.
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Follow the confirmed collection or return instructions. Please do not send the shipment using a method of your own choosing before contacting us.
Contacting us first allows us to confirm the correct return method, arrange collection where applicable and avoid unnecessary delivery costs. This procedure does not limit any mandatory legal right.
Return Shipping and Collection Costs
Acacia will bear the costs of returning or collecting the product or delivering a replacement where required by applicable law, including valid claims involving defective, damaged, incorrect or non-conforming products.
For an eligible return request made within 14 days due to a change of mind, the return shipping fee must be paid for the return to be completed. Where the law provides a right to return without incurring expenses, Acacia will arrange or confirm the appropriate return method. If you use another shipping method without prior confirmation, keep all receipts. This cost will only be reimbursed to the extent required by law or approved by Acacia.
If the returned product does not meet the conditions of this policy and you request that it be sent back to you, you will be informed of any applicable redelivery charges before it is shipped.
Product Inspection and Return Approval
Returned products may be inspected solely to verify their identity, condition, packaging and the reason for the request. A return request will not be automatically refused merely because an inspection is required.
We will notify you of the outcome after completing a reasonable review. We will not use an inspection, packaging requirements or a request for evidence to unlawfully restrict a mandatory consumer right.
Refunds
After an eligible returned product has been received and approved, Acacia will initiate the refund within seven days, or within any shorter period required by law. Refunds are normally issued through the original payment method. For cash-on-delivery orders, or if a refund cannot be issued to the original payment method, we will agree with you on another lawful refund method.
Cancelling an Order Before Shipping
Contact us as soon as possible if you wish to cancel an order before it is shipped. We will attempt to stop its processing, but cancellation cannot be guaranteed after order preparation or shipping has begun. If the shipment has already been dispatched, the return conditions in this policy will apply.
Refused or Abusive Requests
We may refuse a request if the product is not eligible, the request is fraudulent, evidence has been deliberately falsified, or the product has been intentionally damaged or substituted. Any refusal will remain subject to applicable law and will not cancel mandatory consumer rights.
Consumer Complaints
If you disagree with the outcome of a return or exchange request, please contact Acacia Customer Care first so that we can review the matter. Nothing in this policy prevents you from submitting a complaint to the Egyptian Consumer Protection Agency or bringing a claim before a court of competent jurisdiction.
Related Policies
Please also review our Shipping Policy, Terms and Conditions and Privacy Policy.
Policy Updates
We may update this policy to reflect changes to our services, procedures or legal requirements. Updates will be published on this website with a new revision date. No subsequent update will reduce any rights that have already arisen from an earlier purchase.
Contact Us
To request a return or exchange, report a problem with an order or ask a question about this policy, please contact Acacia Customer Care and include your order number whenever available.