First: Scope of the policy

This policy applies to all products sold through rokhamhub.com or through our sales channels, and it sets out the cases and conditions for returns, exchanges and refunds.

Second: Right of return for standard products

Customers may return or exchange standard products (sold as they are, without cutting or special processing) within 14 days of receipt, under the following conditions:

1. The product must be in the original condition in which it was received, without use, installation or modification.
2. The product should be in its original packaging as far as possible, accompanied by the purchase invoice or order number.
3. The product must not be among the exceptions listed in Section Three.

Third: Products excluded from returns

Given the nature of natural and manufactured stone products, the right of return does not apply to:

1. Products cut or processed to order: custom sizes, cutting, special finishing, or any product made to the customer's specifications, including "special order" requests.
2. Products that have actually been installed at the customer's site (floors, walls, stairs, kitchens and others), except for the defects described in Section Four.
3. Products damaged or altered by the customer or by improper storage on the customer's side.

Fourth: Manufacturing defects and damage

1. Please inspect the products on receipt and before signing for them.
2. If there is breakage or damage caused by shipping, please record it in the delivery report, photograph it immediately on receipt, and notify us within 48 hours at the latest.
3. If a manufacturing defect in the product is confirmed, RokhamHub will, according to the customer's choice and the nature of the case, replace or repair the product or refund its value without charging the customer any additional costs, in accordance with the Consumer Protection Law.

Fifth: Supply, installation and site inspection prices

1. Prices shown for supply and installation services on the website (including the kitchen cost calculator and special orders) are preliminary estimates, and the final price is confirmed after the actual site inspection.
2. A price difference resulting from the site inspection is not a reason for return, as the customer is informed of the final price and approves it before work begins.

Sixth: How to request a return or exchange

1. Contact us via WhatsApp at 01064646461 or by email at info@rokhamhub.com, stating the order number, the reason for the return and photos if available.
2. We will respond to the request within 48 working hours and arrange the method of collection or inspection.
3. For accepted returns, the customer bears the return shipping costs unless the reason for the return is a manufacturing defect or an error on our part, in which case we bear them in full.

Seventh: Refunds

1. Refunds are made using the same payment method used for the purchase.
2. Refunds are made within a maximum of 14 days from the date we receive the returned product and verify that it meets the return conditions.
3. The value of services already performed (such as site inspection, cutting or completed installation) is not refundable, except in cases of defects or errors on our part.

Eighth: Contact

1. WhatsApp: 01064646461
2. Email: info@rokhamhub.com
3. Address: 92 Abraj Al Amal, Maadi Autostrad, Cairo, Egypt
4. Working hours: Saturday to Thursday, 9 AM to 5 PM