Refund & Exchange Policy

At Fathy Mahmoud for Porcelain, your satisfaction is our priority. While we take the utmost care in delivering high-quality products, we understand that returns or exchanges may occasionally be necessary.

1. Eligibility for Refunds & Exchanges

To be eligible for a refund or exchange, the following conditions should be met:

  • The item should be unused, undamaged, and returned in its original packaging.
  • The request should be submitted within 14 calendar days from the delivery date.
  • A valid proof of purchase (order number or invoice) is required.

Non-Returnable Items

  • Items purchased on final sale or clearance.

  • Items damaged due to misuse, negligence, or improper packaging during return.

2. How to Request a Refund or Exchange

Step 1: Submit Your Request
Email us at support@fathymahmoud.com or call +201040098377 within 14 days of delivery.

Please include:

  • Your order number

  • Reason for return

  • Photos (if the item is defective, damaged, or incorrect)

Step 2: Return Approval & Pickup
Once approved:

  • We will coordinate with you to collect the item.

  • Please ensure the product is securely packed to avoid damage during return transit.

  • For eligible defective or incorrect items, return shipping will be free.

Step 3: Processing

  • Upon receiving and inspecting the item at our warehouse, we will notify you of the status.

  • Once approved, your refund or exchange will be processed accordingly.

3. Refund Methods & Timelines

Payment Method Refund Type Processing Time
Credit/Debit Card Original payment method 7–10 business days
Bank Transfer Bank account refund 5–7 business days
Cash on Delivery (COD) Store credit or exchange only 1–2 business days


4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, broken, or incorrect, please notify us within 48 hours of delivery. We will:
- Arrange free return pickup
- Ship a replacement or issue a full refund 

5. Exchange Policy

Exchanges are available only for the same product in a different color, subject to stock availability.
If your desired item is out of stock, we will issue a full return & refund.

6. Late or Missing Refunds

Haven’t received your refund? Here’s what to do:

  • Please double-check with your bank or card provider.

  • Still facing issues? Email us at support@fathymahmoud.com, and we’ll promptly assist.

7. Contact & Support

For any return, refund, or exchange inquiry, we’re happy to help.

📧 Email: support@fathymahmoud.com
📞 Phone: +201040098377
📦 Logistics Partner: Aramex Egypt

Thank You for Shopping with Fathy Mahmoud for Porcelain.
We appreciate your trust and are committed to offering a secure and elegant shopping experience.