Return & Exchange Policy

At Fathy Ibrahim, we are committed to delivering high-quality products and a reliable shopping experience. This policy is designed to protect your rights and clearly explain the return and exchange process.

Note: Returns or exchanges are not accepted once the product packaging has been opened.

1. Return & Exchange Period

You may request a return or exchange within 14 days from the date you receive your order.

The period starts from the day after the delivery date confirmed by the shipping provider.

2. Conditions for Return & Exchange

To ensure approval of your request, the following conditions must be met:

Product condition

The item must be unused, undamaged, and in its original condition.

Packaging & accessories

The product must be returned in its original packaging, including all accessories and included items.

Warranty card (if applicable)

For items such as watches, the warranty card must be included with the return.

3. Non-Returnable / Non-Exchangeable Items

Perfumes

Due to health and safety reasons, perfumes cannot be returned or exchanged if the packaging has been opened or used.

Custom or made-to-order items

Any product specially prepared or customized for the customer cannot be returned or exchanged.

4. How to Request a Return or Exchange

You can submit your request through one of the following methods:

A. In-Store Return / Exchange

Visit any Fathy Ibrahim branch with the product and your invoice or order number.

The item will be inspected on-site, and if it meets the conditions, the request will be processed immediately with no additional fees.

B. Online Request (Website or Customer Service)

Step 1: Submit your request

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  Log in to your account and go to your orders
  
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  Select the order and choose “Return” or “Exchange”
  
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  Or contact customer support via social media or the phone number listed on the “Contact Us” page
  

Step 2: Provide required details

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  Order number
  
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  Product name
  
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  Reason for return/exchange
  
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  Clear photos or video of the product condition
  
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  Refund payment details (bank account / Instapay / e-wallet) if applicable
  

Step 3: Pickup & inspection

Our team will arrange a courier pickup.

After inspection, if the product does not meet the conditions, the request will be declined and shipping fees will be charged to the customer.

5. Special Cases

Defective or damaged items

If you receive a defective or shipping-damaged product, please report it within 24 hours of delivery.

We will replace it with a new item at no cost, including shipping fees.

Note: Items showing signs of repair or modification by the customer cannot be accepted.

Personal return requests

If you change your mind or no longer want the product:

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  Returns are accepted with no shipping fees, if all conditions are met
  
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  If conditions are not met after inspection, shipping fees apply
  

Personal exchanges

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  First exchange is free of shipping charges (if conditions are met)
  
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  Additional exchanges or failed-condition items will incur shipping fees
  

6. Refunds

Once the returned item is received and inspected by our quality team, refund processing begins.

Refunds may take up to 7 business days, depending on banking procedures.