Refund Policy

Thank you for shopping with El Kenany Mart, part of El Kenany Group.
We want you to be completely satisfied with your purchase.
Please read our Refund & Return Policy carefully.

1. Eligibility for Refunds & Returns

You may request a refund or replacement within 7 days of receiving your order if:

  • The item is damaged or defective

  • The wrong item was delivered

  • The product received is not as described

To be eligible, the item must be:

  • Unused

  • In its original condition

  • In the original packaging

Certain items cannot be returned for health and safety reasons (e.g., opened food products, consumables, hygiene products).

2. Non-Refundable Items

We do not offer refunds for:

  • Products that have been opened or used

  • Perishable goods

  • Clearance or sale items

  • Customized orders

  • Shipping fees (non-refundable)

3. Return & Refund Process

To request a return or refund, please contact us at:

📧 support@elkenanymart.com
📞 WhatsApp & Phone: +20 1099207710

Please include:

  • Your order number

  • A clear description of the issue

  • Photos or videos of the product & packaging

Our support team will review your request within 24–48 hours.

4. Replacement Policy

If your request is approved, you may choose:

  • A full replacement (free of charge), or

  • A refund to your original payment method

Replacement shipping is free for orders that arrived damaged or incorrect.

5. Refund Timeframe

Once approved, refunds are processed within:

  • 3–7 business days → for card payments

  • Instant to 48 hours → for cash-on-delivery returns (if applicable)

Please note that banks may require extra time to reflect the refund.

6. Order Cancellation

You can cancel your order within 2 hours of placing it, as long as it has not been shipped yet.

Once the order is shipped, cancellation is no longer possible.

7. Lost or Missing Packages

If your package is marked as delivered by the courier but you didn’t receive it, please contact us immediately.

We will open an investigation with the courier.
Refunds for lost packages are issued only after courier confirmation.

8. Exchanges

We currently do not offer direct exchanges.
You may request a refund and place a new order.

9. Contact Us

For any questions regarding refunds or returns, contact us:

📞 Phone & WhatsApp: +20 1099207710