Refund policy
Return Policy for Custom-Made Products
Since all our products are made to order (such as personalized or printed items), we comply with Egyptian and international regulations governing custom-made products. As such, our return policy differs from regular products.
Return and Exchange Policy
As our products are designed specifically according to your individual needs, we only accept returns or exchanges of custom-made products (such as printed or engraved items) in the following cases:
Manufacturing or Printing Defects:
If the product has a clear defect or design/printing error as agreed upon, you can contact us within 7 days of receiving the order to resolve the issue at info@raw3agroup.com.
Shipping Damage:
If the product was damaged during shipping, please contact us immediately at info@raw3agroup.com and provide photos showing the damage and the packaging. We will review the case and send a replacement product if the return is accepted.
Incorrect Products:
If you receive the wrong product (different from what you ordered), please contact us at info@raw3agroup.com to resolve the issue and provide you with the correct item after verification.
Exceptions
Unfortunately, we cannot accept returns or exchanges for custom-made products due to personal preference changes, such as:
- No longer wanting the design after receiving it.
- Errors in personal data provided by the customer (such as names or photos).
For any questions about the return policy for custom-made products, please contact us at info@raw3agroup.com.
Return Conditions
To be eligible for a return in the cases mentioned above, the product must be unused and in its original condition with all accessories (if applicable). The return request must also include proof of purchase, such as an invoice or order number. To initiate a return, please contact us at info@raw3agroup.com.
Return Procedure
To start a return, please contact us at info@raw3agroup.com, providing the order details and photos illustrating the issue. We will review the request and send return instructions if the return is approved.
Please note that items sent back without first requesting a return via info@raw3agroup.com will not be accepted.
Refunds
If your return is approved, the refund will be processed via your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If you do not receive your refund within 15 business days of approval, please contact us at info@raw3agroup.com.
Contact Us
For more questions or concerns about our return policy or custom-made product issues, you can always reach us at info@raw3agroup.com.