Return Policy

Last Updated: September 2026

At Guzel Dukkan, we want you to be happy with every purchase. We carefully inspect and package our handmade, wooden, and artisan products before they are shipped.

If you need to return an eligible product, please follow the guidelines below.

1. Return Period

Eligible products may be returned within 14 days from the date you receive your order, subject to applicable Egyptian consumer protection laws and the exceptions described below.

For products that are defective, damaged, or materially different from what was ordered, please contact us as soon as possible. Applicable Egyptian consumer protection rules provide specific rights for defective products, including return or replacement within 30 days from receipt in qualifying cases.

2. Conditions for a Standard Return

For a return based on a change of mind, the product should be:

• Unused and in its original condition.
• Free from damage, stains, alterations, or signs of misuse.
• Returned with its original packaging and accessories, where applicable.
• In substantially the same condition as when it was received.
• Accompanied by the original order information or proof of purchase.

Returns that do not meet these requirements may be subject to the applicable legal rules governing the return.

3. Handmade and Wooden Products

Guzel Dukkan offers products made from natural wood and other materials, as well as handcrafted products.

Natural variations in:

• Wood grain
• Color and tone
• Texture
• Knots and natural markings
• Minor surface characteristics
• Handmade finishing details

are normal characteristics of natural and handmade products.

These variations do not automatically constitute a defect and are not, by themselves, grounds for a return.

Product photographs may also show minor differences due to lighting, photography, and individual screen settings.

4. Damaged or Defective Products

If your order arrives damaged or you believe the product has a manufacturing defect, please contact us promptly.

Please provide:

• Your order number.
• A description of the problem.
• Clear photographs of the product.
• Photographs of the shipping package and packaging, particularly if the package was visibly damaged.

Our team will review the case and determine the appropriate solution, which may include replacement, repair, exchange, or refund, as applicable.

For qualifying defective products, statutory consumer rights remain fully applicable.

5. Incorrect or Missing Items

If you receive an item that is different from the product you ordered, or if an essential item or component is missing, please contact us with your order number and supporting photographs.

We will investigate the issue and, where the error is confirmed, arrange an appropriate remedy.

6. Custom and Personalized Products

Products created specifically according to customer-requested specifications, including personalized names, engraving, special dimensions, custom designs, or other modifications, may be subject to different return conditions where permitted by applicable law.

The Egyptian Consumer Protection Agency identifies goods manufactured according to specific customer specifications, when they conform to those specifications, among the exceptions to the general 14-day return right.

This does not affect applicable rights relating to defective products or products that do not conform to the agreed specifications.

7. How to Request a Return

Before sending any product back, please contact Guzel Dukkan Customer Service.

Include the following information:

Order Number:
Customer Name:
Product Name:
Reason for Return:
Photos: if applicable.

Please wait for our return instructions before shipping the product back.

8. Return Shipping

Return shipping arrangements and costs depend on the reason for the return and the circumstances of the case.

Where a return is required because of a confirmed defect, incorrect item, or fulfillment error attributable to Guzel Dukkan, we will provide an appropriate solution in accordance with applicable law.

For voluntary returns or change-of-mind returns, shipping costs may be handled according to the applicable legal requirements and the circumstances of the return.

9. Return Inspection

Returned products may be inspected after they are received.

The inspection helps us verify:

• The condition of the product.
• The reason for the return.
• Whether the product corresponds to the original order.
• Whether any damage occurred after delivery.

We will communicate the outcome and the available resolution after the review.

10. Refunds

If a refund is approved, it will generally be processed through the original payment method where reasonably possible.

Processing times may vary depending on the payment method, bank, wallet, or payment provider.

For Cash on Delivery orders, we may request verified payment details to process an approved refund.

Where a defective product qualifies for a statutory refund, the applicable consumer protection requirements will apply.

11. Exchange

If an exchange is approved, the replacement product will depend on availability.

For handmade products, the replacement may naturally have minor differences in wood grain, color, texture, or finishing because each piece may be unique.

If the requested replacement is unavailable, an alternative resolution may be offered where applicable.

12. Important Notice

Please do not return any item without first contacting us.

We reserve the right to review every return request based on the product’s condition, the reason for the return, the applicable return period, and applicable Egyptian consumer protection requirements.

Nothing in this Return Policy is intended to restrict or waive any mandatory consumer rights provided by applicable Egyptian law. Where the law provides a consumer with rights that differ from this policy, the applicable legal requirements will prevail.

13. Contact Guzel Dukkan

For return requests or questions regarding an order, please contact Guzel Dukkan Customer Service and provide your order number.

We aim to handle every legitimate return request fairly, transparently, and as efficiently as reasonably possible.

Guzel Dukkan
Handmade • Wooden • Artisan Products