Cancellation and Refund Policy

Cancellation and Refund Policy

Cancellation and Refund Policy

We always encourage you to contact us with any inquiries regarding the cancellation or return of your order after receiving it. To do so, there are several conditions that must be met.

Cancellation Policy:

The customer has the right to cancel the order before its execution begins and before confirming with the customer for execution, which is usually within 24 hours from the date of receiving the order.
If the customer wishes to cancel after the execution has begun and after confirmation with the customer for manufacturing, which is usually after 3 days from the order confirmation date, and if the customer has paid a serious purchase deposit, the customer is not entitled to a refund of the amount paid to compensate the manufacturer for the damage incurred after the execution of the order began.
The Homix platform has the right to cancel the entire order or part of it during the preparation period without stating reasons, according to the procedures.

Return Policy:

We encourage you to inspect the product upon delivery and refuse to accept it if there is any damage or discrepancy between it and your order. If you receive the product and discover a defect, damage, or non-conformity with the picture, you can submit a return request.

In case of damage caused by the shipping company and discovered within 24 hours from the date of receipt, a return is allowed.

In case of any missing part or visible defect; it must be reported within 48 hours from the delivery date, clarifying the nature of the damage/error/shortage.

All products are eligible for return only if any manufacturing defect is identified or appears within the first 14 days from the date of receipt.

For orders exceeding 20,000 EGP, a 15% down payment of the order value is required.

A 15% down payment of the order value is required for orders outside Cairo and Giza, even if the order is less than 20,000 EGP.

For custom-made orders, a 50% down payment of the order value is required, and the amount is non-refundable if the customer changes their mind or cancels the order.

If the customer changes their mind about the product, custom-made products are not eligible for return. As for ready-made products, they can be returned within 14 days from the date of receipt only if the product accessories are complete, secured in the original packaging, and the product is in its original condition. The customer bears the shipping and return costs.

Some products that need to be lifted above the fourth floor require additional shipping fees, which are relative fees determined by the width of the staircase and the number of technicians required to lift the products. This amount is approved only by Homix customer service and not with the shipping company's technicians.

Some products may have a different type and shape of accessories attached to them than shown in the picture on the website, depending on their availability in the Egyptian market. This does not prevent their quality or their freedom from any defects that would prevent the use of this product.

Some products, such as carpets, may differ slightly from the image displayed on the website due to the lighting conditions used when photographing the product.

The product is inspected by the customer before the delivery representative leaves. Receiving the product is considered an implicit acknowledgment of acceptance and its freedom from any technical defects that prevent its intended use.

In case of returning a product without manufacturing defects, the customer bears 15% of the product price in addition to the actual shipping cost of the product and the return shipping cost.

We reserve the right to remove any product from this website at any time and to remove or modify any material or content from it. Although we will always do our best to accept all orders, exceptional circumstances may arise that force us to refuse to accept an order after sending the order confirmation. We reserve the right to do so at any time.

If you believe that at the time of delivery the product was not as described in the contract and there are total defects preventing its use, you must contact us immediately through our communication channels or chat with us electronically directly through the feature on our website and provide details of the product and the damages incurred.

In case of minor defects that do not hinder the product's intended use, we bear the cost of repairing or replacing the damaged part within a reasonable period.

You must return the product or hand it over to the shipping company we send to your home.
We will carefully inspect the returned product and will notify you via email within a reasonable period, which may last up to seven business days from the date of returning the product, if the product can be replaced or if you are entitled to a refund (as applicable). Payment or replacement of the item will be made as soon as possible (may last from 7-10 business days) after the date we send the email confirming that the refund or product replacement is proceeding.

If a defect or damage preventing the product's intended use is confirmed in the returned products, we will provide you with a full refund, including the fees paid by you for delivery and return. The amount paid will be refunded using the same payment method used for the purchase unless otherwise agreed.

We will not be liable to you or any third party for removing any product from this website, or for removing or modifying any material or content from the website, or for not accepting an order after sending the order confirmation. In case of returning a product paid in advance by Visa (if there is no defect in the product) or canceling the order, the customer bears 3% administrative fees.

In case of returning a product paid by ValU (if there is no defect in the product) or canceling the order, the customer bears 5% administrative fees.


Some cases where return is not allowed:

Custom-made products if the customer changes their mind about the product.
Ready-made products without original packaging or not in their original condition.
Products that have exceeded 14 days from the date of receipt.
Products considered for personal use such as bedding, pillows, etc.
Products where the defect has been identified as misuse.


The return request must be supported by no less than 3 photographs in addition to a video clip.
The refunded amount will be processed within 14 days from the confirmation of cancellation.