Shipping & Returns

Delivery and cancellation

Delivery is free across Egypt when the customer receives the product. If delivery is refused without a product defect or seller error, a EGP 150 shipping charge is due. This does not limit statutory return or defect rights. For in-stock orders, preparation takes 1 day and delivery takes a further 2 days after order confirmation or required payment verification. We prepare and deliver orders seven days a week. The daily order cutoff is 2 PM Cairo time; orders placed after cutoff are handled from the following day. Delivery times are estimates. Waiting-list orders require availability confirmation before payment. For a specific delivery date, contact us before paying. Request cancellation through your order tracking page or contact Support@sekhem-eg.com / +20 127 538 9122. A request is recorded for review; it is not a refund confirmation.

Returns and defects

You may request a return within 14 days of receipt, subject to the conditions and exceptions under Egyptian consumer protection law. Defective or non-conforming goods may be returned or replaced within 30 days. For new online orders placed after this policy update, the customer pays the return courier cost for a non-defective change-of-mind return within 14 days. There is no restocking fee. SEKHEM covers return costs for defective, incorrect or non-conforming goods and other cases where the seller must bear the cost. Existing orders retain the return terms promised at purchase. For a change-of-mind return, the product must be unused and in its original condition, with its accessories and packaging. Contact us before sending the product so we can provide courier return instructions; we do not have a customer-facing store or drop-off location.

Please report delivery damage promptly, preferably within 24 hours, with photos. This request does not shorten your statutory rights or warranty.

Refunds

We record your request date and arrange a refund through the original payment method where possible. Statutory processing deadlines apply; inspection must not postpone them. We do not deduct payment or delivery fees from refunds for defective, incorrect or non-conforming goods or where prohibited by law. For a non-defective online change-of-mind return, the customer pays the return courier cost separately. We confirm the amount and transfer reference once the refund is completed. Our two-year warranty continues to apply to qualifying defects.