Return & Exchange Policy

 

 

 

At Fathy Ibrahim, we are committed to delivering high-quality products and a reliable shopping experience. This Return & Exchange Policy has been created to protect our customers’ rights and clearly explain the procedures for returns and exchanges.

1. Return & Exchange Period

• Customers may request a return or exchange for eligible products within 14 days from the date of order delivery.
• The return period starts from the day following the confirmed delivery date provided by the shipping company.

2. Return & Exchange Conditions

To be eligible for a return or exchange, the following conditions must be met:

1.  Product Condition

o   The product must be in its original condition, unused, unworn, and free from any signs of use, installation, or damage.

2.  Packaging & Accessories

o   The product must be returned in its original packaging, including all accessories, parts, and items received with the order.

3.  Warranty Certificate

o   For products that include a warranty certificate (such as watches), the certificate must be returned with the product in its original condition.

4.  Non-Returnable / Non-Exchangeable Products

o   Perfumes: Due to health and hygiene considerations, perfumes cannot be returned or exchanged if the package has been opened or used.

o   Custom-made or special-order products: Products manufactured or prepared specifically upon customer request are not eligible for return or exchange.

3. Return & Exchange Procedures

Customers may submit a return or exchange request through one of the following options:

A. In-Store Return or Exchange

• Customers may visit any Fathy Ibrahim branch with the product and the invoice or order number.
• The product will be inspected in-store, and if it meets the return conditions, the return or exchange will be completed immediately and free of charge.

B. Online or Customer Support Return

Step 1: Submit the Request

• Customers may submit a return or exchange request through the website.
• If the customer has an account, they can log in, go to their orders, and select Return or Exchange.
• Alternatively, customers may contact customer support via social media or the phone number listed on the “Contact Us” page.

Step 2: Provide Required Information

• Order number
• Product name
• Reason for return or exchange
• For damaged or defective items, clear photos or a video showing the issue are recommended

Step 3: Pickup & Inspection

• After preliminary review, our team will arrange pickup through a shipping company.
• If, upon inspection, the product does not meet the return or exchange conditions, the request will be rejected and the customer will bear the full shipping cost.

4. Special Cases

1. Defective or Damaged Products

• If a product arrives damaged or with a clear manufacturing defect, please notify us within 24 hours of delivery.
• We will replace the product with a new one at no additional cost, including shipping fees.
• Note: Products showing signs of repair or modification by the customer will not be accepted.

2. Returns for Personal Reasons

• If the return is due to a change of mind or personal preference, the return will be accepted without shipping charges, provided all return conditions are met.
• If the product fails inspection, the customer will be charged the shipping cost.

3. Exchanges for Personal Reasons

• The first exchange is free of shipping charges, provided the product meets all conditions.
• For repeated exchange requests, or if the product fails inspection, shipping costs will be charged to the customer.

5. Refunds

• Once the returned product is received and approved by our quality control team, the refund process will begin.
• Refunds are processed within up to 7 business days, depending on banking procedures.