Terms & Conditions

1.1Best Brands Status: The Customer acknowledges that "Best Brands" is not a traditional retailer selling from local stock, but rather a logistics and IT service provider acting as a "Buying Agent" on the Customer's behalf to procure products from global markets. We do not own or manufacture the displayed products.

1.2Authorization: By placing an order, the Customer irrevocably authorizes "Best Brands" to perform the following acts on their behalf and for their personal account: (a) Purchasing products from global suppliers or global stores, whether belonging to the Original Supplier, the Brand, or their Agents, based on the Customer's "Supply Order". (b) Paying for products in foreign currencies. (c) Contracting with international and local shipping companies and customs brokers, and paying costs on the Customer's behalf. (d) Appointing customs brokers to clear the Customer's personal shipment.

2.1Legal Capacity: The Customer acknowledges their legal capacity to contract (must be at least 18 years old) and that they have no legal impediments preventing them from entering into agreements.

2.2Account Responsibility: Each customer is allowed to register one account only. The Customer is primarily responsible for maintaining the confidentiality of their password and assumes full responsibility for all activities that occur under their account.

2.3Data Accuracy: The Customer is obligated to provide accurate and correct data (Name, Address, Phone). The Company reserves the right to suspend the account or cancel orders without liability if fake data or policy violations are detected.

2.4Updates: "Best Brands" reserves the right to update these Terms and Conditions at any time. Your continued use of the site or placing new orders constitutes your explicit agreement to the latest version.

3.1Price Components (Crucial): The Customer agrees and fully understands that the declared "Total Price" is a composite price consisting of two parts: (a) Actual Product Cost (The amount paid to the foreign supplier). (b) Service Fees & Expenses (Includes agency fees, international shipping, local shipping in origin country, estimated customs duties, international money transfer costs, and any other extra costs "Best Brands" pays to purchase, ship, and deliver the product to the Customer's home).

3.2Fee Refund Policy: In case "Best Brands" accepts a return request (for any reason), "Best Brands" shall refund ONLY the "Actual Product Cost". The Customer acknowledges they have no right to claim a refund for Service Fees, Shipping Costs (International & Local), estimated customs duties, international money transfer costs, or any other extra costs, as these amounts represent "Rendered Services" already consumed to bring the product from abroad, pursuant to Article 40 of the Egyptian Consumer Protection Law and Article 13 of the Saudi E-Commerce Law.

4.1Product Availability: All orders are subject to availability with the original supplier abroad. If an item goes out of stock after payment, "Best Brands" commits to notifying the Customer and refunding the full amount to the "Customer Wallet" or original payment method, without incurring any additional compensation liabilities.

4.2Partial Shipping: If a single order contains multiple items and one cannot be purchased (e.g., out of stock), "Best Brands" will automatically purchase and ship the remaining available items to complete the order, refunding only the value of the unavailable item.

4.3Sizing Responsibility: The site provides indicative "Size Guides" for most products. The Customer acknowledges reviewing the "Official Brand Size Chart" before ordering, whether "Best Brands" provided indicative size guides for the product or not.

4.4Liability Limit (Sizing): "Best Brands" liability is limited to delivering the requested authentic product bearing the "Size Tag" matching the order. The Customer may not request a return or exchange on the grounds that the "Fit" is unsuitable or differs from expectations, as long as the received size matches the ordered size.

4.5Authenticity Verification: We guarantee all products are 100% authentic. Since we import via "Bulk Orders", original invoices contain confidential commercial data regarding hundreds of orders; thus, copies of source invoices cannot be provided to customers.

4.6Burden of Proof: In case of doubt regarding authenticity, the "Burden of Proof" lies with the Customer. The Customer must visit the official Brand Store and obtain a "Written Technical Report" stating the item is not authentic. Returns based on personal suspicion without this document will not be accepted.

4.7Selection Accuracy: The Customer is fully responsible for accurately selecting product specifications (Size, Color, Model).

4.8Confidentiality of Documents: All purchase and customs documents are confidential internal documents belonging to "Best Brands"; the Customer has no right to request to view them, and they are not shared with the Customer.

4.9Customs Authenticity Defence: In the rare event that Egyptian Customs or the customs authority of a destination country in the GCC suspends a shipment on suspected-counterfeit grounds, Best Brands will, at no additional cost to the Customer: (a) Within 48 hours of notification, file an objection on behalf of the Customer through Best Brands' appointed customs broker, accompanied by the chain-of-custody documentation we hold (authorized-retailer invoice, 12-point inspection certificate, photo evidence from the Cairo warehouse). (b) If the trademark owner has filed a detention complaint with a 25% guarantee under the procedure of Decree 770/2005 (implementing IP Law 82/2002), Best Brands will pursue the standard ten-day-window objection and, where appropriate, recovery of damages from the trademark owner's guarantee. (c) If the shipment is ultimately released, the order proceeds normally. If the shipment is confiscated despite our objection, Best Brands shall refund the Actual Product Cost (per Section 3.2) and bear any Best Brands-incurred costs of the unsuccessful customs procedure. Best Brands does not guarantee customs outcomes and is not liable for delivery delays caused by customs investigations beyond Best Brands' reasonable control.

5.1Payment Methods: "Best Brands" provides several secure payment methods (e.g., Credit Cards "Visa/Mastercard", Meeza, Fawry, E-Wallets, Bank Transfer, and Bank Installments). "Best Brands" reserves the right to refuse any payment transaction deemed insecure or suspicious, and adheres to all regulating Central Bank decisions.

5.2"Best Brands" does not store your full credit card details or PIN on its servers. All transactions are processed through encrypted and secure payment gateways. The Customer is fully responsible for the card used on their account and any transactions made through it.

5.3Coupon Policy: The use of discount coupons is subject to the specific terms of each coupon (e.g., expiry date or minimum order). Only one coupon can be used per order, and coupons or discount offers cannot be exchanged for cash. "Best Brands" reserves the right to cancel the coupon if manipulation is detected.

5.4Store Wallet: The wallet is divided into two types of balance: (a) Promotional Credit: Any credit given as a gift or amicable compensation from "Best Brands"; this credit is valid for purchasing only and cannot be withdrawn as cash. (b) Refunded Balance: Funds resulting from returns or cancellations; the Customer may use them for purchasing or request to withdraw them (via cash or bank transfer) within the stipulated period (4-14 business days).

6.1Liability Limit (Shipping): "Best Brands" acts as a logistics intermediary and deals with major international and local shipping companies to deliver orders. These companies are solely responsible for transportation operations, but "Best Brands" monitors the quality of service provided to its customers by these companies.

6.2No-Box Policy: To reduce high international shipping costs (calculated based on volumetric weight), the Customer explicitly agrees that products, shoes, and bags are shipped without their original cardboard boxes, replaced with secure protective packaging from "Best Brands". To request the original box, the Customer must inform Customer Service during ordering or write it in the additional order notes, and the Customer is obligated to pay additional shipping fees agreed upon in advance.

6.3Shipping Stages and Schedule: The shipment goes through three basic stages, and customers are requested to understand the nature of each stage: Stage 1 (Vendor to International Warehouse): Usually takes 2 to 15 business days (depends on the Brand's processing speed within the origin country and delivery to one of "Best Brands" warehouses abroad). Stage 2 (International Shipping & Customs): Starts from the time the product is received from the vendor at one of our warehouses abroad. Express Shipping: Takes 6 to 15 business days. Economy Shipping: Takes 15 to 30 business days. Stage 3 (Local Delivery): Once the shipment arrives at our Cairo warehouses, it is handed over to local shipping companies to reach you within 2 to 5 business days. (Note: Business days do not include public holidays in the country of origin or in the Arab Republic of Egypt).

6.4Estimated Time: The expected delivery duration usually ranges between 10 to 30 business days from the order confirmation date. It depends on the foreign supplier's delivery speed, international and local shipping procedures, customs clearance, and all procedures necessary to purchase, ship, and deliver the product to the Customer's home, taking into consideration that some shipments may be delayed due to pressure on international or local shipping companies or customs clearance during Holidays, Seasons, Discounts, or Black Friday. This delay is beyond our control and scope of responsibility, and the Customer has no right to claim order cancellation as a result of this delay.

6.5Binding Contractual Deadline (Legal): Due to variable international shipping conditions, or any other reason, the Customer explicitly agrees that the maximum contractual delivery deadline is 80 business days. The Customer may not legally deem the order delayed or request cancellation due to delay until this period has elapsed, pursuant to the right to agree otherwise regarding regulatory timelines in Consumer Protection Law.

6.6Shipment Damage or Loss: In case of shipment damage or loss during shipping, it must be reported within 48 hours of receipt (including public and regular holidays) with all proof of shipment damage so that necessary action can be taken. If this is not done within the stipulated period, the Customer forfeits the right to file a complaint. The shipping company (International or Local) bears liability and pays compensation, and "Best Brands" in turn collects the compensation value and returns the full amount paid by the Customer to purchase the product to the Customer via the same payment method used by the Customer for the order.

6.7Security Inspection (Customs): The Customer consents to the customs authorities' right to open packages and inspect their contents. Receiving a shipment with open or resealed packaging for customs reasons does not constitute a defect in the product and does not justify refusal of receipt.

6.8Uncontrollable Delays: Some shipments may face delays during international shipping, customs clearance, or local shipping; therefore, they may exceed the specified arrival time, and "Best Brands" bears no responsibility for this delay. Also, "Best Brands" is not responsible for any delay on the part of the seller in delivering your order to one of "Best Brands" warehouses abroad or its agents.

6.9Local Delivery: "Best Brands" cooperates with major local shipping companies to deliver the purchased product to the doorstep in exchange for a specific amount to the shipping company, which differs according to the delivery location. Delivering the ordered product usually takes from 1 to 7 business days after its arrival in Egypt, and the duration is determined according to the location and the recipient's address.

6.10Force Majeure: "Best Brands" shall not bear responsibility for delay, non-performance, loss, or damage of purchases due to circumstances beyond our control or resulting from "Force Majeure". These circumstances include not only natural phenomena such as earthquakes, hurricanes, storms, floods, fog, natural disasters, and epidemics, but also fires, aviation disruption, plane crashes, wars, revolutions, production problems, power cuts, communication routes, political unrest, sudden sovereign decisions, or exceptional shipment holds by customs authorities, or any other government or non-government disruption operation, or any damage in the shipping process.

7.1Legal Compliance: "Best Brands" is fully committed to the Egyptian Consumer Protection Law. As a buying agent for "Special Order" items, this policy is subject to exceptions under Articles 17 and 41 of the Egyptian Consumer Protection Law and Article 13 of the Saudi E-Commerce Law.

7.2Cancellation: Available within 6 hours of ordering if the product has not already been purchased by "Best Brands" abroad. Thereafter, cancellation is strictly prohibited as the product has been purchased in foreign currency specifically for you. Once the purchase is executed by "Best Brands", the order becomes "Final" and cannot be cancelled due to our connection with international vendor policies and international money transfer costs.

7.3Cancellation Exceptions (Seasons): The Customer acknowledges and agrees that the cancellation clause is not valid during discount times and Black Friday, as the "Best Brands" team purchases the product instantly, and we cannot cancel the purchase order at all.

7.4Out of Stock: In case the product cannot be purchased due to the vendor being out of stock, the Customer will be notified, and the full amount will be refunded without deducting any fees, via the same original payment method.

7.5Guaranteed Returns: We guarantee that you receive the original item you ordered, free of defect, and authentic. Returns are accepted in three cases: (a) You receive a completely wrong item. (b) The item has a manufacturing defect or non-conformity (Article 40 of Egyptian Consumer Protection Law 181/2018). (c) The item fails our authentication re-inspection. For category (a) or (b), please report the issue within fourteen (14) days of delivery, with photo or video evidence. For category (c), the procedure in Section 4.6 applies and requests must be raised within fourteen (14) days of delivery. We strongly encourage customers to inspect their package immediately upon delivery and, where helpful, record a brief unboxing video — this is the simplest evidence we accept. The 14-day window applies to defect, wrong-item, and authenticity disputes only. The Customer's Supply Order is treated as a special-procurement contract under Article 41 of CPL 181/2018 and Article 13 of Saudi E-Commerce Law (Royal Decree M/126); accordingly, change-of-mind returns and partial-refund requests are not accepted for properly-fulfilled orders.

7.6Non-Returnable Items: Underwear, lingerie, swimwear, socks, cosmetics, and perfumes are strictly non-returnable and non-exchangeable for hygiene reasons. Also, some products are excluded from returns as determined by the Returns Department.

7.7Return Acceptance Conditions (Prior Approval): In case "Best Brands" accepts the Customer's return request (other than defects), we will contact the vendor to confirm the possibility of return, and the return will only be processed if the vendor agrees to complete the return process.

7.8Return Costs: If the Customer wishes to return their order after the product arrives in the Customer's country or after receiving the order (and subject to vendor approval), special return fees apply, determined based on international shipping costs, product weight, and vendor terms, provided the return is within a specific period for each vendor.

7.9Condition of Returned Product: The terms and conditions of each vendor apply. If the product is not returned to us within the specified time and in its exact original condition (unused, with all inclusions, and its packaging), the return process is considered unavailable, and the item is returned to the Customer, and "Best Brands" bears no responsibility for that.

7.10Responsibility for Vendor Policy: The User acknowledges full knowledge that the return policy is subject to the approval and terms of the original vendor abroad, and the vendor is solely responsible for the possibility of returning products to them. The vendor is the sole person responsible for products returned after delivery to them, and the vendor has the right to accept or reject them without any responsibility placed on "Best Brands".

7.11Submitting a Return Request: To submit a return request, please send all order details with a picture of the product to the return email mentioning your order number and stating your complaint or inquiry. (Return@bestbrands-eg.com)

7.12Packaging Instructions: In case your return request is accepted after meeting the previous conditions, make sure you have packaged the product you purchased carefully to preserve it during shipping to prevent any damage. The product must be in its exact original condition, unused, in the packaging it was delivered in, and with all its accessories, including price tags, stickers, or product accessories.

7.13Local Shipping Damages: In case of any damage to the purchased product resulting from the local shipping company, you can file a complaint with the shipping company first, then you can refer to the "Best Brands" website and define the timeframe and all details to take necessary measures.

7.14Refunds: The product value is refunded after reviewing and inspecting the product purchased by the "Best Brands" team and ensuring all aforementioned conditions and all conditions on the Terms and Conditions page are met. After returning the product to the vendor and receiving its value, the amount is refunded via the same original payment method. Credit Cards take 4 to 14 business days (depending on the issuing bank's policy), and Direct Transfer/Wallet refunds are processed within 4 to 10 business days from the date of receiving the product value from the vendor.

8.1Free Storage: "Best Brands" commits to storing the Customer's purchases in its local warehouses free of charge for 30 days starting from the date of shipment arrival and customer notification.

8.2Storage Fees: After the free 30-day period expires, daily floor (storage) fees are calculated on each uncollected shipment, and these fees are deducted upon collection or from the Wallet.

8.3Right of Disposal (Non-Collection): If the shipment is not collected within 60 days from the arrival date, this is considered an explicit waiver by the Customer of the shipment, and "Best Brands" has the right to dispose of it by sale or destruction to recover administrative costs and storage fees, and the Customer forfeits the right to claim the shipment or its value definitively.

8.4Store Wallet: The wallet is divided into two types of balance: (a) Promotional Credit: Any credit given as a gift or amicable compensation from "Best Brands"; this credit is valid for purchasing only and cannot be withdrawn as cash. (b) Refunded Balance: Funds resulting from (approved) returns or cancellations; the Customer may use them for new purchases or request to withdraw them (via cash or bank transfer) within the stipulated period (4-14 business days).

9.1Legal Compliance: "Best Brands" is committed to protecting the Customer's data privacy in compliance with the Egyptian Personal Data Protection Law (No. 151 of 2020) and Saudi Regulations (PDPL).

9.2Data Sharing: The Customer explicitly consents to sharing the minimum necessary personal data (Name, Address, Phone Number, and National ID/ID Number if requested by customs authorities) with third parties for the sole purpose of fulfilling the order.

9.3Third Parties: Authorized third parties include: International and local shipping companies, customs brokers, and international suppliers (for shipping purposes only).

9.4"Best Brands" pledges not to sell or rent Customer data to any external marketing entity.

10.1Governing Law: These terms shall be governed by and construed in accordance with the laws of the Arab Republic of Egypt (specifically Consumer Protection Law No. 181 of 2018 and E-Signature Law No. 15 of 2004) as the primary reference for the contract. The Best Brands service is operated by Masters Hub LLC, a limited liability company duly registered in Cairo, Egypt. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent Egyptian courts.

10.2Jurisdiction: In the event of any dispute, exclusive jurisdiction shall lie with the Economic Courts in Cairo.

10.3Waiver of Bank Dispute: The Customer waives the right to resort to any other jurisdiction or request a bank Chargeback as long as "Best Brands" has adhered to the service terms outlined above and fulfilled the order or refunded the amount to the Wallet according to the policy.

10.4Regional Compliance (Gulf): For our clients in the Kingdom of Saudi Arabia and the Gulf, "Best Brands" adheres to the standards set forth in the Saudi E-Commerce Law and its Executive Regulations, insofar as they do not conflict with the nature of cross-border international purchasing and exceptions regarding "custom-spec goods".