Masr Prime Return and Refund Policy

This Return and Refund Policy applies to all products available on the Masr Prime online store.

Return Policy:

You can easily submit a return request by creating a request through the website or sending us a mail with order number at [email protected] . The relevant department will process this request within 24 business hours.

  • Timeframe: You can submit a return request within 14 days of receiving the order.
  • Eligible Return Reasons: Returns are accepted for defective, damaged, or products that do not match the specifications mentioned in the product description. Please note that all displayed images are for illustrative purposes only.
  • Ineligible Return Reasons: Returns are not accepted in cases of “change of mind.” Additionally, certain products cannot be returned for safety and hygiene reasons, such as underwear and other personal care items.

Return Conditions:

  • Original Invoice: The original invoice must be available.
  • Time Limit: The return must be made within 14 days of receiving the order.
  • Product and Packaging Condition: The product and packaging materials must be in their original condition. The product must be unused and unopened.
  • Refund Value: The returned product’s value will only be refunded to the customer’s account number or as store credit for future purchases. There is no time limit for using store credit, and cash refunds are not provided.
  • Electronic Payments and Installments: For payments made via Visa or installments, any fees paid as bank commissions and taxes will be deducted from the refund amount, and the remaining amount will be refunded to the customer using the same payment method.
  • Electronic Payment Refund Processing Time: Please note that all online payment refunds take 7 to 14 business days to process.
  • Product Contents: All original product contents and documentation must be returned in their original condition.
  • Missing Product Contents: If any part or piece of the product contents is missing, the return will be rejected.
  • Shipping Costs: The customer is responsible for shipping the product and all associated shipping and transportation costs.

Exchange Policy:

  • Product Condition: The product must be in its original condition, completely sealed and unopened.
  • Original Invoice: The original invoice must be available.
  • Time Limit: Exchanges must be made within a maximum of 48 hours.
  • Product Value: The exchange must be for a product of the same or higher value, not lower.
  • Shipping Costs for Exchanges: The customer bears all round-trip shipping costs for exchanges.
  • Shipping Costs for Store Errors: Masr Prime bears all shipping costs in cases where an incorrect or non-compliant product is received.

General Conditions:

  • The product must be returned in its original condition and with its original packaging contents. Upon receiving the product, it will be inspected. If a defect is found, the customer will be notified of the exchange process.

Delivery Time:

Delivery time depends on your location:

  • Cairo, Giza, and Alexandria: 1-3 business days from order confirmation.
  • Canal and Delta Governorates: 3-5 business days from order confirmation.
  • Upper Egypt Governorates: 5-7 business days from order confirmation.

Some special orders may take longer than the stated periods.

Shipping Costs:

Shipping costs are estimated based on the location and total order weight.

Non-Returnable Products:

For health and safety reasons, some products are non-returnable, including but not limited to:

  • Underwear
  • Other personal care items (such as toothbrushes, personal grooming tools, etc.)

We are committed to providing a pleasant and safe shopping experience for all our customers. If you have any questions or inquiries, please contact us at [email protected].