Frequently Asked Questions About Orders, Returns & Refunds
Can I Change My Order Details After Placing It?
• To make any changes to your order after it has been placed, we will cancel the current order and create a new order with the requested changes.
Can I Cancel My Order ?
• Yes, you can cancel your order while it is being confirmed or prepared by logging into your Mada Store account and clicking on "My Account" > "Order History". All ordered products will be listed, and by clicking on each product, you will find the cancellation option.
• Once your order has been shipped and sent for delivery, you will receive a call or text message regarding your order. You can cancel the order through the delivery representative.
• If the purchase is canceled and the full amount or part of it has been paid in advance, the amount will be refunded through the original payment method.
Can I Return / Refuse a Product ?
• You must inspect the product upon delivery and refuse to accept it if there is any defect or if it does not match your order.
• You may return your product if it is found to be defective within 15 days from the delivery date, provided it remains in its original condition.
• For products covered by the manufacturer's warranty or authorized agents, customers must contact the manufacturer or agent directly for replacement or repair according to their terms and conditions and in compliance with consumer protection laws.
• In the event of shipping damage, please contact us through the official communication channels mentioned above within 24 hours of delivery to report the issue. Please take at least one photo of the damage and send it with your return request.
• You may report missing parts or defective products within 24 hours of delivery, clearly stating the nature of the damage, defect, or shortage.
• Products installed by a technician cannot be returned, such as (office furniture, home furniture, chandeliers, water filters, and installed electrical appliances such as air conditioners, etc.).
• Consumable products that have been used or installed cannot be returned or exchanged as stipulated by consumer protection laws.
• Products custom-made specifically for you cannot be returned or exchanged as stipulated by consumer protection laws.
• Failure to comply with any of the above conditions will be considered acceptance of the product(s), and/or your return request may be rejected.
• If the order was prepaid, your deposit will be refunded through the original payment method.
• Consumers have the right to exchange or return a product and receive a full refund without providing a reason and without incurring any expenses within 14 days of receiving it, provided the product remains in the same condition as when purchased (i.e., unopened and unused) in accordance with Article 17 of the Consumer Protection Law.
How Do I Submit a Return Request?
• By calling the following number : 0105535855
• Our team will evaluate your complaint and contact you within three business days.
• If your request is approved, you may choose one of the following options:
Return & Full Refund
• We will notify you of the refund status after inspection, and the product value will be automatically refunded to your credit card or original payment method within 15 to 30 business days.
Arrange a Repair
• We will send a technician to collect and/or repair the product if it is covered by the website warranty.
Order Replacement
• We will send a representative to collect the product(s) and create a new order for you. If the product is covered by the manufacturer's or agent's warranty, you must contact them directly.
Will I Be Charged for a Return or Will I Receive a Full Refund?
• Shipping charges will be deducted.
• Some products may be custom-made for you, in which case 40% of the product value will be deducted.
• Returned products will be inspected, evaluated, and reviewed on a case-by-case basis.
• We always strive to ensure our customers' comfort and satisfaction.
How Will I Receive My Refund?
• (Cash – Bank Transfer – Fawry – Payment Cards)
• You may also choose to deposit the amount into your website wallet to purchase other products.
How Long Does It Take to Receive a Refund?
• The refund period depends on the original payment method used for the order as follows:
Cash Refund
• On the same day the product is received (applicable only to Cairo and Giza residents. For other governorates, the refund will be transferred to bank accounts).
Bank Refund
• 15–30 business days (subject to change according to the card issuer's policy).
Delayed Refunds?
• If you have not yet received your refund, please check your bank account.
• Contact your bank's customer service to verify whether there are any pending transactions.
• If you have done all of the above and still have not received your refund, please contact us via email at : help@madastore.net
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