Refund and Returns Policy

Introduction

These Terms of Sale apply when you purchase products through www.dokanah.net or the Dokanah mobile application (the “Site”). By placing an order, you agree to these terms with immediate effect.

Order & Payment

• Supplier: Products may be sold by Dokanah or third-party sellers listed on the Site.
• Acceptance: An order is confirmed once we notify you in writing (email/SMS). If we cannot accept your order, we will inform you and no charge will apply.
• Payment Methods: Credit/debit card, wallet, or cash on delivery (up to EGP 25,000). Payments are processed via authorised third-party processors.
• Cancellation:
  • By you: Anytime before shipping.
  • By us: If payment is not made, information is missing, delivery fails, bulk orders are detected, or product is unavailable.

Delivery

• Cost & Date: Shown on the Site before checkout.
• Delays: We will notify you if delivery is delayed due to events outside our control. If delivery or collection fails despite our attempts, the order may be cancelled.
• Overseas Orders: You are the importer of record, responsible for compliance, customs, and duties.
• Ownership: Products are yours once delivered and paid.
• Invoice: An electronic invoice will be sent to your email.

Returns & Refunds

• Eligible Returns: Wrong, damaged, or not-as-described items – refundable/exchangeable within 15 days (7 days for refurbished).
• Change of Mind: Allowed only under specific categories per our Returns Policy.
• Non-Returnable: Hazardous goods, used/consumables, missing serial numbers, and categories like food, hygiene, underwear, personal care, etc.
• Refunds:
  • Full refund (excluding shipping) if faulty or error is on our side.
  • Refund via original payment method or wallet.
  • Timeline: up to 30 days for cards, immediate for wallet after inspection.

Warranty

• Coverage: Dokanah warranty applies to defects for products sold by Dokanah; otherwise seller’s warranty applies.
• Period: Generally 6 months for electronic accessories; Apple accessories 1 year (check product page).
• Service: Repairs/replacements via authorised centres. Max repair time 14 days; after 3 failed repairs, replacement or refund.
• Exclusions: Misuse, liquid damage, unauthorised repairs, non-original accessories, missing serials, consumables, or software modifications.

Liability

Dokanah is not liable for indirect or consequential damages, loss of profit/data, viruses, hardware damage, or late delivery caused by missing info/payment.

Maximum liability = product price + shipping or EGP 300 (whichever is less).

You agree to indemnify Dokanah against third-party claims from misuse or legal violations.

General

• Law: Governed by Egyptian law.
• Disputes: Unresolved issues after 45 days may be referred to Egyptian courts.
• Amendments: Dokanah may update Terms anytime by posting on the Site.
• Force Majeure: Neither party is liable for delays beyond reasonable control (e.g. natural disasters, strikes, blackouts).

Reminder: Please keep the original box and packaging to claim warranty.