Return policy

Return policy

Can I change my order details after placing it?

To make any changes to your order after placing it(within 24 hours), we will cancel the existing one and place a new order with the desired changes.

Can I cancel my order? 

Yes, your order cancellation couldn’t be easier, just drop an email at [email protected] (In case of prepaid deposit your deposit will be refunded through your original payment method) 

Can I Return/Reject an item? 

• We encourage you to inspect the product upon delivery and reject receiving it in the unlikely event of finding any damage or discrepancy.

• You can return a product if it is found to be faulty within 14 days from the delivery date if it is in the original receiving condition.
• Should there be any damage due to the shipping, please contact us through our official contact channels mentioned earlier within 24 hours from delivery to report it. Please take, at least, 3 pictures of the damage and send it along with the return request.
• In case of a mind-change you can return the product within 14 days from the delivery date only if the product accessories are complete, secured in the original packaging, and in the product is in the original condition. (Doesn’t apply to on-demand products)
• You can flag missing parts / defective products that you have received within 48 hours from the delivery date stating the nature of the damage/fault/shortage.
• Products can be returned only if installed by our technician (Self-install products are excluded. eg: Shelves, bathroom storage units, etc.)
• Failure to apply any of the previous points will deem that you have accepted the product(s) / or might reject your return request. 

How to make a return request?

1. E-mail us at [email protected]
2. Contact us on cityymall Instagram page / Facebook Page 

Our team will assess your complaint and contact you within 72 hours. If your request is approved, you can choose between one of the following options: 

1. Return and a full refund We will notify you of the status of your refund after inspection and a credit will automatically be applied to your credit card or original method of payment within 5 to 10 working days.
2. Arrange for a repairWe will send a technician to pick/fix the product.
3. Order you a replacement We will send a courier to pick the item(s) and we will place a new order for you.

Do I get charged when I make a return or do I receive a full refund?

We do our best to deliver the best possible quality to your doorstep, that’s why our suppliers manufacture your orders on-demand. The product you receive is specifically tailored to match your needs and can only be returned if it is damaged.

If you request to return your product because of damage or a content mismatch, you will get fully refunded for your order.

How do I receive my refund?

How long will my refund take?

The refunds time frame depends on the original payment method you used to place your order, as follows:

• Cash-refund:  Same Day of picking the item (Applies only to Cairo & Giza Residents – Other governorates will be bank-account refunded)
• Bank refund: 5-10 working days. (Subject to change depending on card issuer policy)
• Late or missing refunds

1. If you haven’t received a refund yet, please check your bank account.
2. Check with your bank’s customer service if there are any pending transactions.
3. If you’ve done all of this and you still have not received your refund yet, please email us at [email protected]