Refund policy

RETURN, EXCHANGE & REFUND POLICY

Your satisfaction and the quality of our products matter to us.

Thank you for choosing Dolmen. We want you to enjoy every product you purchase from us. Since

skincare products need to be stored and handled properly, we have a few guidelines for returns

and exchanges to help us maintain the quality and safety of our products.

1. Returns & Exchanges

If you would like to return or exchange a product, it must be completely unopened, unused, and in

its original, factory-sealed packaging.

Please contact us within 24 hours of receiving your order by email or WhatsApp to request a return

or exchange.

Once we receive your request, we will arrange for the product to be collected as soon as possible.

After receiving it, we will check that the packaging is still sealed and that the product is in its

original condition.

Requests received after 24 hours will not be accepted, except where required by applicable law.

2. Opened or Used Products

For hygiene and safety reasons, we cannot accept returns or exchanges for opened or used

skincare products, unless the product is defective or was delivered incorrectly.

Skincare products need to be stored under suitable conditions. Once a product has been delivered,

we cannot be sure how it has been stored or whether it has been exposed to heat, direct sunlight,

humidity, or other conditions that could affect its quality and safety.

This is why we can only accept returns of products that remain sealed and in their original

condition, subject to applicable consumer protection laws.

3. Damaged, Defective or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us within 24 hours of

receiving your order.

To help us resolve the issue quickly, please include your order number and clear photos of the

product and its packaging.

We will review your request and arrange an appropriate solution, which may include a replacement

or refund, as applicable.

If the issue is due to an error on our side, we will cover the return and replacement delivery

charges.

4. Return & Delivery Charges

For an approved return or exchange of a sealed product requested by the customer, the return or

collection delivery charge will be the customer's responsibility

If the return or exchange is due to an error on our side, such as receiving the wrong product or a

damaged product, there will be no additional delivery charges for the customer.

All returned products will be inspected before the return or exchange is finalized.

5. Refunds

Store Credit

You can receive the approved refund amount as Dolmen Store Credit to use toward a future

purchase from our online store.

Refund to Your Bank Account

If you prefer to receive your refund directly into your bank account, we will process it within 14

days from the date we receive the returned product.

Please note that the time it takes for the money to appear in your account may depend on your

bank or payment provider.

6. Before Opening Your Order

We recommend checking your order as soon as it arrives. If anything is incorrect or damaged, or if

you wish to return a sealed product, please contact us before opening or using it. Our team will be

happy to help you and guide you through the process.

7. Our Commitment

We take the quality and safety of our products seriously and want every customer to enjoy the best

possible experience with Dolmen.

This policy does not limit any mandatory rights you may have under applicable Egyptian consumer

protection laws.

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Refund policy

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