Refund policy

Return and Refund Policy

At BYMS, every piece is cut, finished, and packed by hand. We want you to be fully satisfied with your order. This policy explains your rights and how returns, exchanges, refunds, and cancellations work. It is written in accordance with the Egyptian Consumer Protection Law No. 181 of 2018.

14-day returns (change of mind)

You may return or exchange any ready-made (stock) item within 14 days of receiving it, without giving a reason, provided that:

  • The item is undamaged and in the condition you received it.
  • The item is packed securely for the return journey. You do not need the original packaging, but MDF panels and frames are fragile, so please wrap them carefully. Items damaged in return transit due to inadequate packing may not qualify for a refund.

For change-of-mind returns, return shipping costs are paid by the customer, in accordance with the Consumer Protection Law. There are no restocking fees or other deductions.

Custom and made-to-order items

Custom pieces (including custom panels, custom frames, and any item produced from artwork, names, or specifications you provide) are made specifically for you and cannot be returned or exchanged once production has started, as permitted under the Consumer Protection Law for goods produced to the consumer's specifications.

This does not affect your rights if a custom item arrives damaged or defective. See the section below.

Damaged, defective, or incorrect items (30 days)

If your item arrives damaged, has a manufacturing defect, or is not what you ordered, you are covered for 30 days from delivery. In that case:

  1. Contact us through Shopify chat or WhatsApp (+20 104 141 6100) with your order number and clear photos of the item and packaging.
  2. We will, at your choice and where feasible: replace the item (our default), repair it where repair is possible, or refund you in full.
  3. We cover all shipping costs for damaged, defective, or incorrect items, including the original delivery fee where a refund is issued.

We recommend inspecting your order upon delivery, especially for COD orders, and reporting any transit damage as soon as possible.

Refunds

  • Refunds are issued using the same payment method you used: InstaPay orders are refunded via InstaPay, and cash-on-delivery orders are refunded in cash or via InstaPay to a number you provide.
  • Refunds are processed within 14 days of our receiving and inspecting the returned item. InstaPay refunds are typically much faster.

Cancelling an order

  • Stock items: you may cancel at any time before the order is dispatched for a full refund.
  • Custom items: your 50% deposit is fully refundable if you cancel before production starts. Once production has started, the deposit is non-refundable.

How to start a return

Message us through the chat on our website, or on WhatsApp at +20 104 141 6100, with your order number. We will confirm eligibility and give you the return address and instructions.