سياسة الاسترداد

Return & Refund Policy

Last Updated: October 2026

At Enas Ashraf Design, we carefully inspect and prepare every order before it is shipped. We want you to receive exactly what you ordered and in the condition you expect.

Our return and refund policy is therefore limited to cases where:

  • You received the wrong item; or

  • The product has a confirmed manufacturing defect.

We do not accept returns or refunds due to change of mind, personal preference, or simply deciding that you no longer want the product.

This policy applies to purchases made through enasashraf.com and is subject to applicable Egyptian consumer protection laws.

1. When Can You Request a Return?

A return or refund may be requested only in the following circumstances:

A. Wrong Item Received

If you receive an item that is different from the item you ordered, please contact us so we can review the order and arrange the appropriate solution.

Examples include:

  • You ordered one product and received a different product.

  • You ordered a specific design, color, or model and received a different one.

  • Your package contains an item that does not belong to your order.

If the mistake is confirmed to be from Enas Ashraf Design, the incorrect item will be replaced with the correct item or another appropriate solution will be provided.

B. Manufacturing Defect

If your product has a manufacturing defect that affects its intended use or appearance, you may contact us to request an exchange or refund, subject to inspection and confirmation of the defect.

Examples of potential manufacturing defects may include:

  • A structural defect present when the product is received.

  • A component that is improperly attached due to a manufacturing error.

  • A closure, clasp, or mechanism that is defective upon receipt.

  • A significant manufacturing flaw that was present before the product was used.

Normal wear and tear, accidental damage, misuse, improper handling, or damage occurring after delivery are not considered manufacturing defects.

2. No Change-of-Mind Returns

Enas Ashraf Design does not accept returns or refunds simply because the customer has changed their mind.

This includes situations where:

  • You no longer want the product.

  • You ordered the wrong product yourself.

  • You do not like the product after receiving it.

  • You changed your personal preference.

  • You purchased the product as a gift and no longer need it.

  • You expected the product to look different despite it matching its published description and specifications.

  • You selected the wrong size or option, where the item supplied matches the order placed.

Please carefully review the product description, photos, specifications, and selected options before completing your purchase.

This section does not limit any mandatory rights granted to consumers under applicable Egyptian law.

3. Return Period

For a wrong item or manufacturing defect, please contact us within 30 days from the date you received your order.

Requests submitted after this period may not be accepted unless a longer period is required under applicable law or an applicable warranty.

For the fastest resolution, we strongly recommend reporting any issue immediately after receiving your order.

4. Product Condition

For a return related to a wrong item or manufacturing defect, the product should be returned in the condition in which it was received whenever reasonably possible.

Please keep:

  • The original product;

  • Original packaging;

  • Tags and labels, where applicable;

  • Any accessories included with the order; and

  • The order documentation or invoice.

If the product has been used, please do not continue using it after discovering a potential manufacturing defect.

Normal inspection of the product to identify the reported defect will not, by itself, prevent you from making a valid claim.

5. How to Request a Return

Before sending any product back, please contact Enas Ashraf Design Customer Service through the contact information available on our website.

Please provide:

  • Your full name;

  • Order number;

  • Product name;

  • Date the order was received;

  • Description of the problem; and

  • Clear photographs or videos showing the wrong item or suspected manufacturing defect.

We may request additional photographs or information if necessary to assess the claim.

Please do not send the product back without receiving return instructions from our team.

6. Verification of the Claim

Once we receive your request, our team may review the order details and inspect the reported issue.

For manufacturing-defect claims, we may need to inspect the product to determine whether the issue is:

  • A manufacturing defect;

  • Damage caused during delivery;

  • Damage caused by misuse;

  • Normal wear and tear; or

  • Another issue unrelated to manufacturing.

If the issue is confirmed to be a manufacturing defect, we will provide the appropriate solution in accordance with this policy and applicable law.

7. Wrong Item Received

If we confirm that the wrong item was sent by Enas Ashraf Design, we will arrange an appropriate resolution.

Depending on availability, this may include:

  • Sending the correct item; or

  • Providing a refund for the incorrect item.

If the wrong item was sent due to an error on our side, you will not be responsible for the applicable return shipping cost.

The incorrect item must be returned according to the instructions provided by our customer service team.

8. Manufacturing Defects

If a manufacturing defect is confirmed, we may provide:

  • A replacement with the same product, subject to availability; or

  • A refund of the purchase price.

Where required by applicable Egyptian law, the applicable statutory remedy will prevail.

Any manufacturing-defect return or refund will be handled without imposing additional return costs on the customer where required by law.

9. Refunds

When a refund is approved, the refund will generally be made using the same payment method used for the original purchase, unless another method is agreed upon or required by applicable law.

The amount refunded will correspond to the eligible amount paid for the affected product.

Any refund required by applicable law will be processed within the applicable statutory timeframe.

After the refund has been initiated, the time required for the amount to appear in your account may depend on your bank, payment provider, or payment method.

10. Return Shipping Costs

Wrong Item

If you received the wrong item due to an error by Enas Ashraf Design, we will handle the applicable return arrangements and costs.

Manufacturing Defect

If a manufacturing defect is confirmed, return-related costs will be handled in accordance with applicable law.

Customer Preference / Change of Mind

Because change-of-mind returns are not accepted, Enas Ashraf Design will not be responsible for return shipping costs in such cases.

11. Damage Caused by Customer

A product will not be considered defective when the damage results from circumstances occurring after delivery, including:

  • Improper use;

  • Accidental damage;

  • Scratches caused by use;

  • Damage caused by impact;

  • Improper storage;

  • Exposure to chemicals or unsuitable substances;

  • Modification or alteration of the product;

  • Repairs performed by an unauthorized party; or

  • Normal wear and tear.

Where applicable, our team may request photographs or other information to determine the cause of the reported issue.

12. Items That Match the Original Order

If the product received matches the product ordered and has no confirmed manufacturing defect, the product cannot be returned simply because the customer:

  • Changed their mind;

  • Does not like the product;

  • Prefers another design;

  • Prefers another color;

  • No longer needs the product;

  • Purchased it by mistake; or

  • Expected something different despite the product matching its published description.

13. Promotional and Discounted Orders

Discounted or promotional products are subject to the same return conditions described in this policy.

A discounted product may be returned or refunded when the return qualifies under this policy, such as in the case of a confirmed wrong item or manufacturing defect.

A discount or promotional offer does not create an additional change-of-mind return right.

14. Gift Orders

If a product was purchased as a gift, the same return conditions apply.

Gift recipients cannot request a return solely because they do not want the product or would prefer another product.

Returns may only be considered where the item received is incorrect or has a confirmed manufacturing defect, subject to applicable law.

15. Consumer Protection Rights

Nothing in this policy is intended to remove or restrict any mandatory rights granted to consumers under Egyptian law.

The Egyptian Consumer Protection Agency states that consumers have a right to return or exchange defective goods within 30 days from receiving the product, with the applicable remedy including replacement or refund without additional cost where the statutory conditions are met.

The Consumer Protection Agency also identifies jewelry and similar goods among the categories excluded from the general 14-day no-reason return right.

Where applicable law provides a consumer with rights that differ from or are more favorable than this policy, the applicable legal requirements will prevail.

16. Return Approval

All return requests must be submitted through our customer service process before the product is sent back.

We reserve the right to inspect the product and verify the reported issue.

If the reported issue is not confirmed to be a wrong item or manufacturing defect, the return may not qualify under this policy, subject always to the consumer's mandatory legal rights.

17. Policy Changes

Enas Ashraf Design may update this Return & Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable laws.

The updated policy will be published on our website with its latest revision date.

18. Contact Us

For questions regarding returns, wrong items, manufacturing defects, or refunds, please contact Enas Ashraf Design through the contact information available on our website.

When contacting us regarding an order, please provide your order number to help us process your request efficiently.

Enas Ashraf Design
Website: enasashraf.com

Important

Enas Ashraf Design does not accept change-of-mind returns or refunds. Returns are limited to incorrect items and confirmed manufacturing defects, subject to applicable Egyptian consumer protection laws.