Refund policy

1. Overview

This Refund, Return and Exchange Policy (“Policy”) describes how Granova, operator of https://granovaeg.com (the “Website”), handles returns, refunds and exchanges for orders placed through the Website. This Policy is part of our Terms of Service. By placing an order, you confirm that you have read and agreed to this Policy.

We want you to be fully satisfied with every purchase. If something is not right with your order, please follow the steps below so we can help you as quickly as possible.

2. Return Eligibility

To be eligible for a return, all of the following must apply:

  • The return request is submitted within the return window in Section 3.
  • The item is unused, undamaged, and shows no signs of cooking, heating, or wear.
  • The item is in its original packaging, with all accessories and any free gifts included.
  • You provide proof of purchase, such as your order number or order confirmation.
  • The item is not listed under “Non-Returnable Items” in Section 5.

We may refuse a return or issue a partial refund if the returned item does not meet these conditions.

3. Return Window

You may request a return or exchange within 14 days of receiving your order. Requests after this period will not be accepted, except for manufacturing defects or where required by Egyptian consumer-protection law.

4. Condition of Returned Items

Returned items must arrive in resalable condition:

  • Free from scratches, stains, marks, or any signs of use beyond normal inspection.
  • Securely packed to avoid damage in transit.

If an item does not meet these requirements, we may reject the return, send the item back to you at your expense, or issue a partial refund.

5. Non-Returnable Items

The following cannot be returned or exchanged unless they are defective or were sent in error:

  • Items that have been used for cooking or show signs of heat exposure.
  • Items marked “Final Sale” or “Non-returnable” at the time of purchase.
  • Gift cards and discount vouchers.

6. Damaged, Defective or Wrong Items

If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us within 48 hours of delivery with:

  • Your order number.
  • A short description of the issue.
  • Clear photos of the item, the packaging, the shipping label, and any visible damage.

Once verified, we will offer a replacement, an exchange for an item of equal value, or a full refund including shipping fees. You will not pay any return shipping costs in these cases.

7. Exchanges

To exchange an item for a different color or model, contact us within the 14-day return window. Exchanges depend on stock availability; if the requested item is unavailable, we will issue a refund instead. If the new item costs more, you pay the difference; if it costs less, we refund the difference.

8. Inspection and Approval

Once we receive your return, we inspect it within 3 to 7 business days and notify you of the result by WhatsApp or email:

  • Approved: we process your refund or exchange.
  • Partially approved: we explain the reason for any deduction (for example, missing accessories or signs of use).
  • Rejected: we explain the reason and offer to send the item back to you at your expense.

9. Refund Method and Timing

Approved refunds are processed within 5 to 14 business days. For cash-on-delivery orders, we will contact you to arrange the refund method.

10. Shipping Fees

Original shipping fees are non-refundable, unless the return is due to our error (wrong, damaged, or defective item).

11. Return Shipping

For change-of-mind returns, the customer covers return shipping costs. We are not responsible for items lost or damaged on their way back to us.

12. Cancellation Before Shipment

You can cancel your order at any time before it ships by contacting us on WhatsApp at 01011905590 or by email at Granovaeg@gmail.com.

13. Cancellation After Shipment

Once an order has been handed to the courier, it cannot be cancelled. You may refuse delivery, in which case it will be processed as a return, or accept it and request a return under this Policy. In both cases, shipping fees in both directions may be deducted from the refund.

14. Missing or Undelivered Parcels

If tracking shows your order as delivered but you have not received it:

  • Check with neighbors, building security, or household members.
  • Contact the courier using your tracking number.
  • Contact us within 7 days of the delivery date so we can investigate.

If a parcel is returned to us because of an incorrect address, refused delivery, or failed delivery attempts, extra shipping fees may apply to resend it.

15. Partial Refunds

A partial refund may apply if an item is returned:

  • With signs of use beyond normal inspection.
  • With missing parts, accessories, or original packaging.
  • Damaged due to customer mishandling.
  • After the return window, if accepted at our discretion.

16. Offers, Bundles and Free Gifts

Items bought during promotions, with discount codes, or as part of bundles follow the offer terms shown at the time of purchase. Free gifts must be returned with the main item; otherwise their value may be deducted from the refund.

17. How to Start a Return

  1. Contact us on WhatsApp at 01011905590 or email Granovaeg@gmail.com with the subject “Return request – [your order number]”.
  2. Include your name, order number, the item(s) you want to return, the reason, and photos (especially for damaged or defective items).
  3. Wait for our confirmation with the return instructions and address.
  4. Pack the item securely in its original packaging with all accessories and gifts.
  5. Ship the item as instructed and keep the tracking number.
  6. Once we receive and inspect the item, we will complete your refund or exchange.

18. Our Right to Refuse Returns

We may refuse a return, exchange, or refund if:

  • The request does not comply with this Policy.
  • The item is non-returnable under Section 5.
  • We have reasonable grounds to suspect fraud or abuse of this Policy.

19. Changes to This Policy

We may update this Policy from time to time. The version that applies to your order is the one published on the Website when you placed your order.

20. Contact Information