Return & Exchange Policy

At Fathy Ibrahim we are committed to providing high-quality products and a reliable shopping experience. This Return and Exchange Policy has been prepared to protect our customers' rights and to explain the procedures to follow when requesting a return or exchange.

First: Return and Exchange Period

• Customers may request a return or exchange of any product purchased from our website within 14 days from the date of receiving the order.
  
  
• The return period starts from the day following the delivery date recorded by the shipping company.

Second: Return and Exchange Conditions

For a return or exchange request to be accepted, the following conditions must be met:

1. Product Condition
   • The product must be in its completely original condition, without any signs of use, fitting or damage.
     
     
2. Packaging and Accessories
   • The product must be returned in its original box and packaging, with all accessories and parts included at delivery.
     
     
3. Warranty Certificate
   • For products that come with a warranty certificate (such as watches), the warranty certificate must be returned with the product for the request to be accepted.
     
     
4. Non-Returnable and Non-Exchangeable Products
   • Perfumes: Due to the nature of perfume products and their direct connection to health and public safety, perfumes cannot be returned or exchanged once the package has been opened or used.
     
     
   • Special orders or custom-made products: Any product manufactured or prepared specifically at the customer's request cannot be returned or exchanged.

Third: How to Submit a Return or Exchange Request

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

1. Return or Exchange at a Branch

• Customers can visit any Fathy Ibrahim branch with the product and the invoice or order number.
  
  
• The product is inspected at the branch, and if it meets the return or exchange conditions, the request is completed on the spot and without any additional charges.

2. Return or Exchange Through Other Channels (Website or Customer Service)

A. Submitting the Request

• Customers can submit a return or exchange request through the website.
  
  
• If the customer has an account on the website, they can log in, go to their orders, and then choose Return or Exchange.
  
  
• Customers can also contact customer service via social media or the phone number shown on the "Contact Us" page.

B. Providing the Required Information

• Order number
• Product name
• Reason for the return or exchange
• Attach clear photos or a video showing the condition of the product.
• Bank account number / InstaPay / e-wallet number, in case of a refund.

C. Pickup Arrangement and Shipment Inspection

• After an initial review of the request, our team will arrange for the product to be picked up by the shipping company.
• If, upon inspection of the shipment, the product does not meet the return or exchange conditions, the request will be rejected and the customer will bear the full shipping cost.

Fourth: Handling Special Cases

1. Defective or Damaged Products
   • If you receive a product with a clear defect or damage caused by shipping, please notify us within 24 hours of delivery.
     
     
   • We will take responsibility for replacing the product with a completely new one, including all shipping costs.
     
     
   • Note: Returns cannot be accepted for any product showing evidence of an attempted repair or modification by the customer.
     
     
2. Returns for Personal Reasons
   • If the return is due to a change of mind or no longer wanting the product, the return is accepted without charging the customer any shipping fees, provided the product meets all return and exchange conditions.
     
     
   • If the conditions are not met after inspection, the customer bears the shipping cost.
     
     
3. Exchanges for Personal Reasons
   • Exchanges are made free of shipping charges for the first time only, provided the conditions are met.
     
     
   • If exchange requests are repeated, or if the product does not meet the conditions after inspection, the customer bears the shipping costs.

Fifth: Refunds

• After the product is received and inspected by the quality team and confirmed to meet the return and exchange conditions, the refund process begins.
  
  
• The refund process takes up to 7 business days, depending on the applicable banking procedures.