Refund policy

1. General Sales Policy

Due to the nature of our products, all sales are considered final once confirmed. We do not accept returns or exchanges for change-of-mind purchases, accidental orders, or personal preference.

However, this does not affect your rights in cases where an item arrives damaged, defective, or incorrect.

Pricing:
All prices listed on the website are fixed and non-negotiable.

Promotions:
Discounts and special offers are only valid when applied through official store campaigns or by entering a valid promo code at checkout. Discounts cannot be applied retroactively.

2. Refunds & Damaged or Incorrect Items

We are committed to ensuring you receive your order in perfect condition.

Eligibility:
Refunds (full or partial) are only issued if:

  • The item arrives damaged

  • The item is defective

  • The wrong item was delivered

  • The item significantly differs from its description

Reporting Period:
Any issue must be reported within 24 hours of receiving your order.

How to Report:
Please contact us with:

  • Your order number

  • Clear photos of the item

  • Photos of the original packaging

Resolution Process:
Once your claim is reviewed and approved, we will offer an appropriate resolution, which may include:

  • Replacement (if available)

  • Partial refund

  • Full refund

  • Future discounts

Processing Time:
Approved refunds are processed within 7–14 business days. In some cases, we may continue coordinating with the shipping provider while your refund is being handled.

Refund Method:
Refunds are issued via the original payment method where possible, or via an agreed alternative method such as store credit.

3. Custom Orders

Custom and special-order items are handled separately due to their personalized nature.

Deposit Requirement:
A 50% deposit is required before processing begins. This secures your order placement.

Pricing:
Initial quotes are estimates. If there are significant changes (more than EGP 500 increase or decrease) due to exchange rates, customs fees, or supplier costs, we will confirm any price adjustments with you before proceeding.

Final Payment:
Custom orders are eligible for Cash on Delivery (COD) only on the remaining 50%. The remaining balance can be paid via online transfer prior to shipping or in cash directly to the courier.

Cancellations:
Once sourcing has begun, custom orders cannot be cancelled or refunded.

Item conditions:
We always purchase your custom orders in brand-new, mint condition. While we can't control how shipping companies handle packages in transit, we will always try our best to help you work through any shipping issues.

Please note that sealed records are assumed to be in mint condition from the factory. Since we do not open sealed items to inspect them, we cannot be held responsible for internal manufacturer issues like scratches, warps, or jacket bends.

4. Order Cancellations

Standard (In-Stock) Orders:
Cancellation requests must be submitted within 1 hour of placing the order. After this period, orders may enter processing and cannot be cancelled.

Custom Orders:
Custom orders cannot be cancelled once processing has begun.

5. Force Majeure

We are not liable for delays or failure to fulfill obligations due to events beyond our control, including but not limited to natural disasters, transportation disruptions, government actions, or other unforeseen circumstances.