Refund & Return Policy

At Fakahany, customer satisfaction and food safety are our highest priorities. We take great care in preparing, freezing, and delivering our candy-coated frozen fruit snacks under strict cold-chain standards.

This Refund, Return & Cancellation Policy outlines the terms under which you may cancel an order, request a replacement, or receive a refund in compliance with the Egyptian Consumer Protection Law No. 181 of 2018.

You may cancel your order free of charge at any time while the order status is still "Pending" or before it has been dispatched from our branch for delivery.

• Self-Service Cancellation: You can cancel a pending order directly through our Track Order page (/track) or from your Customer Account dashboard.
• Once an order has been handed over to the courier and is "Out for Delivery", it cannot be cancelled due to the perishable frozen nature of the products.
• If you paid online for an order that is cancelled prior to dispatch, a 100% full refund will be automatically initiated back to your original payment method.

Because Fakahany products are temperature-sensitive frozen food items, standard returns after opening are not permitted for health and hygiene reasons. However, you are entitled to an immediate free replacement or a 100% full refund in any of the following cases:

• The product arrived thawed, melted, or compromised in temperature upon delivery.
• You received the wrong flavor, wrong quantity, or missing items compared to your order invoice.
• The product packaging arrived damaged, unsealed, or tampered with upon delivery.
• The product has any manufacturing or quality defect.

Refunds or replacements cannot be issued in the following situations:

• Products that were delivered in good frozen condition and subsequently melted due to delayed freezer storage by the customer.
• Opened or partially consumed packs where no quality defect or wrong delivery occurred.
• Failed deliveries resulting from an incorrect address provided by the customer or repeated inability to reach the customer by phone at the time of delivery.

Once your refund request is reviewed and approved by our team, the refund is processed as follows:

• Online Card & Wallet Payments (Paymob): Refunds for orders paid via Credit Card, Debit Card (Visa, Mastercard, Meeza), or Electronic Wallets are credited back exclusively to the original method of payment used during checkout.
• Bank Processing Time: Online refunds typically appear on your card or wallet statement within 5 to 14 business days, depending on your issuing bank’s processing procedures.
• Cash on Delivery (COD) Orders: Approved refunds for COD orders can be issued as an immediate free product replacement on your next delivery, or refunded via InstaPay / E-Wallet transfer within 2 to 5 business days.

To request a cancellation, replacement, or refund, please reach out to our Customer Support team through our Contact Us page, email, or phone with your Order Reference Number (e.g., FKH-...). Our team responds to all requests within 24 hours.