// RETURNS & REFUNDS PROTOCOL

RETURNS & REFUNDS

14-DAY ARCHITECTURAL GUARANTEE // ALL 27 GOVERNORATES

The PHINOX architectural guarantee: 14 days from doorstep handover to return or exchange any standard product. Free reverse-dispatch pickup across all 27 Egyptian governorates.

3.1 ELIGIBILITY WINDOW

The 14-day return window starts on the day after doorstep handover (delivery confirmation). Items must be returned in original condition: tags attached, packaging intact, no wear marks, and all included accessories (locks, dust bags, PIN cards) returned. Items failing the condition check may be returned to the sender at the sender's cost.

3.2 INITIATING A RETURN

To initiate a return:

  1. Visit your order archive and locate the order containing the item
  2. Click "TRACK" then "CONTACT SUPPORT // DISPATCH" — specify the item(s) to return and the reason (size, fit, defect, change-of-mind)
  3. Our dispatch team responds within 24 hours with a return-pickup slot and reverse-dispatch tracking code
  4. Seal the items in original packaging; the courier arrives with the reverse-dispatch PIN at the agreed slot
  5. Hand over the package; refund is processed within 5-10 business days of receipt at our Alexandria hub

3.3 REFUND PROCESSING TIMES

CARD VIA PAYMOB

Credited back to the original card within 5-10 business days. The 3D-Secure verified token is reversed; no re-authentication required.

VALU BNPL

The original installment plan is reversed; pending installments are cancelled; paid installments are refunded to the original valU account within 7 business days.

COD (CASH ON DELIVERY)

Bank transfer to your verified account (requires sending your bank account details via contact). Processed within 7 business days of return pickup confirmation.

FAWRYPAY

Refund issued as a FawryPay cash-out code sent to your registered phone within 5 business days; redeemable at any Fawry outlet.

3.4 EXCHANGES

Exchanges for a different size of the same product are free (subject to availability) and follow the same return flow. If the new size is unavailable, a full refund is issued. Exchanging for a different product entirely is treated as a return + new order.

3.5 NON-RETURNABLE ITEMS

  • — Final-sale and limited-drop items (marked "LIMITED DROP" on the PDP) — size exchange only
  • — Items damaged by misuse, modification, or wear beyond what's expected from try-on
  • — Custom / made-to-order pieces (clearly marked on the PDP)
  • — Undergarments and accessories worn against the skin (per Egyptian hygiene regulations)

3.6 DEFECTIVE ITEMS

Items received with manufacturing defects may be returned for a full refund or replacement at no cost, outside the 14-day window (within a reasonable 30-day defect-discovery period). Contact dispatch with photos of the defect to initiate the defect-return flow.

3.7 CONTACT

For return inquiries, contact dispatch via the contact page. Reference your order business_id (PHX-ORD-XXXXXX) in all communications.