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Shipping and return policy

Information about the return policy

  • Mashreqy offers returns for goods within 14 days of delivery. You can return the received goods if they are damaged, damaged, unsuitable for use or do not match the description on the website to us within 14 days of their delivery.
  • If you are not satisfied with the item or if you change your mind after the item has been delivered, you can return it to us for a refund within 14 days of it being delivered except:
  • Sale items which are clearly stated are not returnable.
  • Goods whose retail packaging boxes or seals have been opened or lost and any labels or tags that were attached.
  • Consumable goods that have been used or installed.
  • Bathtubs with sides that are ordered from the factory in the name of the customer
  • Any products that we do not stock and that are specifically ordered for the customer
  • If you believe you received a counterfeit item and the 15-day return window has expired, please contact our customer service for assistance. We will assess the situation and validate all returned merchandise before processing the refund. If we are unable to find the stated reason for the return or if the item is not eligible to be returned for a refund as mentioned above, we will send the item back to you
  • again without giving a refund.
  • We will gladly receive the return and refund request for your order according to the following conditions:
  • We accept return of goods within 14 days from the date of delivery
  • Returned merchandise must be in the same condition it was delivered in and has never been used with the original box, including any labels, tags, or accessories that came with the product or inside the box.
  • We will gladly receive the return and refund request for your order according to the following conditions:
  • We accept return of goods within 14 days from the date of delivery
  • Returned merchandise must be in the same condition it was delivered in and has never been used with the original box, including any labels, tags, or accessories that came with the product or inside the box
  • Customer must pay the shipping cost to return the order, unless the reason for the return is product damage caused by manufacturing.
  • Factory pre-ordered side bathtubs or jacuzzis cannot be returned.
  • All ceramic returns are delivered to the store, and in the case of a small number of cartons, they can be delivered to the showroom with part of the transport in the value of 100 pounds.
  • You can request a full or partial refund of your order by Mashreqy customer service, and choose the reason for the return. For further assistance, please contact Mashreqy Customer Service during business days from Monday to Saturday (10.5 am - 9 pm).
  • Once we receive the order and review the details, we will contact you to discuss the reason for the return. Based on this, we can determine whether or not the application will be accepted within 3 working days.
  • The decision of the return request must be firm and binding without any responsibility on Al-Mashreqi for sanitary ware and ceramics.
  • If the final decision requires accepting the return of the item(s), we will inform you of receiving the goods inside one of the branches or send a car with a fee to your address and return it to Al-Mashreqi for Sanitary Ware and Ceramics.
  • If you used (credit or debit card) to pay for the order, the amount paid will be returned to your card. The refund will be reflected in your card based on each bank's banking operations, it takes up to 14 days in some cases.
  • In the event that you need to cancel your order after paying with (credit card or debit card), you will be charged a refund fee according to your card type (Visa / MasterCard / Cash).
  • In the event of payment in cash upon receipt, the refund will be made in cash or via the Vodafone Cash service.

    Shipping policy of Al-Mashreqi company for sanitary ware

    • To ensure the ease of the delivery process, you must provide us with a clear delivery address. The delivery address must contain the building, villa or apartment number, street name, city and county, and must contain a user and operator phone number and a full contact name.
    • After you place your order we are unable to make deliveries over weekends and holidays, so all deliveries will arrive at your door on a weekday from Monday to Saturday.
    • Please double check your delivery address and contact number to avoid delivery delay.
    • Products cannot be shipped to an incomplete address or to an address other than the address specified in the purchase order.
    • In the event that you cannot be contacted and/or refuse to receive the Product for any reason other than an error in the order sent to you, you hereby agree to pay the delivery fee only, or deduct it from the amount paid online.
    • When delivery is completed, please sign the delivery receipt to confirm that there are no defects in the delivery box and products.
    • In the event that the representative leaves the delivery site without receiving it, the company disclaims responsibility for any deficiencies or damages.