Returns & exchange policy

Gomla Home follows Article 17 of Egyptian Consumer Protection Law 181/2018, applied according to the nature of each kind of product sold on the platform. 1. Dry goods, home appliances and electronics You may request a return or exchange within 14 days of delivery without giving a reason, provided the product is in its original condition: not actually used — an initial test to confirm the device works is allowed — with all accessories, original packaging and seals intact, and accompanied by the purchase invoice. For electrical and electronic devices, a return is not accepted if any warranty seal has been broken, if there are signs of real use, or if there is damage caused by misuse or by an attempted repair at an unauthorised workshop. If there is a manufacturing defect or a shipping error — a product different from the one ordered, or damaged on arrival — the seller bears the full cost of the return or exchange, and your right extends to 30 days from delivery in the case of a manufacturing defect. If you are returning because you changed your mind, you pay the return shipping, and any original shipping fee already charged is deducted from the refund. Refunds are issued within 7 working days of us receiving the returned product and confirming it meets the conditions above, either to the original payment method or as store credit, as you prefer. 2. Fresh and frozen food Under Article 17, the no-reason right of return does not apply to perishable goods. Fresh or frozen food cannot be returned or exchanged after delivery, except where a defect, damage or wrong item is established at the moment of delivery. Please inspect this category in front of the delivery driver — open the parcel and check its condition and expiry — and report anything immediately, before the driver leaves. Reports of defects or damage are not accepted after delivery has been signed for. Where a manufacturing defect, a wrong item, or a product that arrived unfit is established and the cause lies with us or with the courier — a break in the cold chain, for example — the product is replaced or refunded in full at no cost to you. 3. Where the right of return does not apply Products whose packaging has been opened or whose original wrapping has been removed in a way that makes resale impossible, such as personal care items, food, and products of a hygienic nature. Products manufactured or prepared specially to your own specification, unless a manufacturing defect is established. Products that lost their original condition for a reason attributable to you: misuse, breakage, water damage, or missing parts. More than 14 days having passed since delivery, with no manufacturing defect and no error on our side. 4. How to request a return or exchange Contact us using the details on the Contact page, quoting your order number and attaching clear photos or video of the product and the defect complained of. We recommend filming the moment you open the parcel for electrical and electronic devices and for high-value products; it is accepted as evidence where something is missing, damaged, or the wrong item. We reserve the right to refuse a return request where the conditions above are not met, and will explain the reason for the refusal to you in writing. 5. Warranty on electrical and electronic devices Home, electrical and electronic appliances carry a warranty period set by the distributor or authorised agent for each brand. It starts on the date you receive the product, and its details — the duration and who honours it — are stated on each product page or on the warranty card supplied with it. The warranty is void in cases of misuse, connection to a power source that does not meet specification, an attempted opening or repair at an unauthorised workshop, damage from accidents unrelated to manufacture such as breakage, dropping or water, or failure to produce the purchase invoice and warranty card. Our role in these cases is to make it easier for you to reach the authorised service centre. The warranty terms issued by the manufacturer or agent apply, and they may differ from the platform's own returns policy.