Refund policy

At Khyaal, your satisfaction matters. In line with Egyptian Consumer Protection Law, you may return or exchange eligible items within 14 days from the date you receive your order.

Eligibility

  • Timeframe: Return or exchange requests must be submitted within 14 days of delivery.
  • Condition: Items must be unused, undamaged, and returned in their original packaging with all tags and labels intact.
  • Proof of purchase: A valid invoice or order confirmation is required.

Exceptions (No Returns or Exchanges)

  • Custom made or personalized items.
  • Items produced, cut, or tailored to a specific size upon request.
  • Items returned in a condition different from how they were delivered.
  • Items missing original packaging, accessories, or labels.
  • Items that have been used, washed, or altered after delivery.
  • Return or exchange requests submitted outside the 14-day window.
  • Defective or incorrect item claims reported after the 2-day window, subject to assessment as outlined below.

How to Start a Return or Exchange

Return requests are only considered valid and counted from the date all of the below requirements are fully completed and received by our team:

  • Contact us: Email us at info@khyaal-store.com within 14 days of receiving your order. Please include your order number, the item you wish to return, and the reason.
  • Packaging & photo confirmation: The rug must be packed in its original packaging, in the same condition as received. Customers are required to send clear photos of the item fully packed in its original packaging for approval before the return is accepted.
  • Approval & instructions: Our team will review your request and the submitted photos, then send the return instructions and address once approved.
  • Inspection: Once the item is received, it will be inspected to confirm it meets return eligibility conditions.

Refunds

  • Refund method: Bank transfer or InstaPay depending on how the order was paid.
  • Processing time: Refunds are processed within 7 business days after the returned item passes inspection.
  • Refund amount: The refunded amount includes the product price and applicable taxes only. Original delivery fees are non-refundable, except in cases where the return is due to a defect or an error on Khyaal's part, in which case original delivery fees will be refunded in full.

Shipping Costs

  • Change of mind: Shipping and return costs are paid by the customer.
  • Defective or incorrect items: All shipping costs are fully covered by Khyaal.

Defective or Incorrect Items

If you receive an item that is visibly defective, damaged upon delivery, or does not match the product description or specifications, you must report it within 2 days of receipt by emailing info@khyaal-store.com with your order number and clear photos documenting the issue.

Reports submitted within this 2-day window will be handled as a priority claim — Khyaal will cover all return shipping costs and process a full refund or exchange at no charge to you.

For defect claims reported after the 2-day window, Khyaal reserves the right to assess the item to determine whether the defect is attributable to a manufacturing or delivery issue, or to post-delivery handling. Claims found to be valid following inspection will still be honored in accordance with applicable Egyptian Consumer Protection Law, though shipping arrangements and resolution timelines may differ.

Note: This policy applies to apparent and hidden defects alike. Consumers retain all rights granted under Egyptian Consumer Protection Law No. 181 of 2018.

Pre-Delivery Inspection Option (Available in Cairo and Giza only)

As an added service, Khyaal offers customers located in Cairo and Giza the option to request a pre-delivery inspection before accepting or paying for their order. This allows you to physically examine the item at the point of delivery in the presence of our courier.

To request this service, customers must inform the Khyaal representative during the order confirmation call. Our team will log the request and coordinate the inspection with the delivery accordingly. Customers may also receive a written confirmation of their inspection request via WhatsApp or SMS following the call.

If you choose to inspect the item before accepting delivery:

  • You are entitled to refuse delivery on the spot if the item does not meet your expectations. In this case, only the delivery shipping cost will be charged to the customer, as the courier has already made the trip to fulfill the inspection request. No payment for the item itself will be collected.
  • If you accept and pay for the item following inspection, this constitutes full acknowledgment that the item was received in a satisfactory condition, consistent with what was ordered.
  • In this case, change-of-mind return or exchange requests will not be accepted, as the item was examined and approved in person prior to acceptance.

This service is currently available for deliveries within Cairo and Giza only. Customers outside these areas are not eligible for pre-delivery inspection at this time.

Please note: This inspection waiver applies to apparent and visible conditions at the time of delivery. It does not affect your statutory rights regarding hidden defects that were not detectable during the inspection, or in the event of an item discrepancy discovered after delivery, in accordance with Egyptian Consumer Protection Law No. 181 of 2018.

Contact Us

For any return or exchange inquiries, please reach out to us at info@khyaal-store.com.

By placing an order on our website, you acknowledge that you have read and understood this Return & Refund Policy. This acknowledgment does not constitute a waiver of any rights granted to you under Egyptian Consumer Protection Law No. 181 of 2018.

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