At Marateb.com, we are committed to providing a smooth and safe shopping experience for all our customers, while ensuring their rights to returns, exchanges, and refunds in accordance with the applicable laws in the Arab Republic of Egypt.
1. Return & Exchange Timeframes
In case of shipping damage, the issue must be reported within 24 hours of receiving the product.
In case you receive an incomplete or incorrect item, the issue must be reported within 48 hours of delivery.
For change of mind or if you wish to return the product, the request can be made within 14 days of delivery, provided the item is unused and in its original condition.
In case of a manufacturing defect, the issue must be reported within 30 days of the delivery date.
Refunds are processed within 5 to 14 business days after the return or exchange request is approved.
2. How to Request a Return or Exchange
In case of shipping damage, photos or a video showing the issue must be sent within 24 hours of delivery.
In case of a missing or incorrect item, photos or a video showing the issue must be sent within 48 hours of delivery.
For change of mind, a return request can be made within 14 days, provided the product is unused, in its original packaging, and includes all accessories.
In case of a manufacturing defect, photos or a video showing the issue must be sent within 30 days of delivery for our technical team to inspect and evaluate the case.
Note: When contacting us, please include the order number, reason for return, and packaging condition. It is recommended to remove any personal information from the product before sending it back.
3. Upon Receiving the Product
Please inspect the product carefully upon delivery.
If there is any visible damage or a clear mismatch in specifications, you may refuse the delivery immediately.
If the delivery is refused, a full refund will be issued after our team reviews the case.
4. Change of Mind (within 14 days)
The customer has the right to return the product within 14 days of delivery, provided it is unused and in its original condition with full packaging and accessories.
Custom-made or personalized products are not eligible for return.
Opened or used products, or items that are no longer in their original condition (such as mattresses, pillows, or bedding after being opened or used), cannot be returned.
If the mattress’s outer plastic seal has been opened before requesting a return, a 25% deduction from the original value may apply.
5. Manufacturing Defects (within 30 days)
The defect must be reported within 30 days of delivery, accompanied by photos or a video clearly showing the issue.
After inspection and confirmation of the defect, the customer may choose between a return, an exchange, or using the warranty (if applicable).
6. Non-Returnable and Non-Exchangeable Products
Products that are custom-made or tailored to specific measurements requested by the customer.
Hygiene or health-related products (such as mattresses, pillows, and bedding) that have been opened or used.
Products that are missing any of their components or original packaging, have had their seals broken, or have been damaged due to misuse.
7. Refund Time & Method
The refund process begins after the product is inspected and approved by the warehouse team.
The expected refund timeframe is 5 to 14 business days, depending on the bank or payment provider.
The refund will be issued to the original payment method only (credit card, wallet, or bank transfer).
For cash-on-delivery orders, the refund will be issued in cash or through an approved method provided by us.
Our Goal
We ensure a comfortable and safe shopping experience, and we are always happy to assist you in choosing the products that best suit your needs.
