Return and Exchange Policy Silka Market Platform

Silka Market is committed to providing high-quality products and transparent service that safeguards the rights of all parties. The following Return and Exchange Policy applies according to the terms and conditions outlined below:

First: Geographical Scope of Application The Return and Exchange Policy applies based on the delivery location of the order as follows:

(1) Orders within the Arab Republic of Egypt

• Exchange or return is allowed only in the case of a proven manufacturing defect in the product.

• Return or exchange due to a change of mind or disinterest in the product after receipt is not accepted.

• The defect must be reported within a maximum period of 48 hours from the date of receipt.

• The Platform has the right to inspect the product and verify the defect before approving the request.

(2) Orders outside the Arab Republic of Egypt

• Return or exchange is allowed exclusively in the case of a proven manufacturing defect.

• Return or exchange due to a change of mind or any personal reason is not accepted.

• The Platform must be notified of the defect within a maximum period of 48 hours from the date of receipt, attaching clear photos or a video proving the defect.

• After reviewing and approving the case:

  • The customer has the right to choose:

    • A full refund of the amount paid for the product, OR

    • Shipping a replacement product (subject to availability).

  • The Platform does not bear any customs duties or additional taxes that may be imposed by the receiving country on the replacement shipment.

Second: Conditions for Accepting a Return or Exchange Request For a request to be accepted, the following conditions must be met:

1. The defect must be an actual manufacturing defect and not resulting from misuse, poor storage, or negligence by the customer.

2. The product must be in its original condition without significant use or additional damage.

3. Retention of the invoice or order number as an official reference.

4. Returning the product with all its original accessories, if any.

Silka Market reserves the full right to reject the request if it is found that:

• The product has been used or damaged after receipt.

• The defect is due to misuse.

• The report was not made within the specified period.

Third: Submission Mechanism

• A return or exchange request is submitted via:

  • The customer’s account on the Platform, or

  • Direct contact with Customer Service.

• The order number must be provided, and the defect explained with the required evidence attached.

• The request is not considered accepted until officially reviewed and approved by the Quality Team.

Fourth: Financial Refund

• The amount is refunded after receiving the product, inspecting it, and confirming the existence of a manufacturing defect.

• The amount is refunded via the same original payment method whenever possible.

• In case of "Cash on Delivery," the amount is transferred according to the mechanism approved by the Platform.

• The refund processing time depends on the payment provider and may take from 7 to 14 business days.

Fifth: Shipping Costs

• In the event of a proven manufacturing defect, the Platform bears the shipping costs for the exchange or return.

• In the event the defect is not proven, the customer bears all shipping costs, if any.

Sixth: General Provisions

• The Platform reserves the right to amend this policy at any time without prior notice.

• Completion of the purchase process is considered explicit agreement to this policy.

• All transactions are subject to the laws and regulations in force in the Arab Republic of Egypt.

Contact Us

📞 Phone: [+20 102 588 9917]

📧 Email: [silkamarket@silka-group.com]

💬 WhatsApp: [+20 102 588 9917]

Location: Cairo, Egypt