Refund policy
Every Sekeen knife is checked before it leaves us and arrives sharp, in its sealed gift box. We want you to love it. This policy explains what happens if something is wrong with your order, or if you change your mind. It follows the Egyptian Consumer Protection Law No. 181 of 2018.
Damaged, faulty or wrong items
If your order arrives damaged, has a manufacturing fault, or is not what you ordered, we will replace it or refund it in full, including any delivery cost. You do not pay anything to send it back.
- Tell us within 30 days of delivery at info@sekeen.com, with your order number and clear photos of the problem and the packaging.
- For damage in transit, please contact us within 48 hours of delivery if you can, so we can claim it from the courier quickly.
- We arrange the collection, inspect the item, and send the replacement or refund as soon as the fault is confirmed.
A fault means a defect in materials or workmanship. It does not cover wear from normal use, a dull edge, chips or bends from cutting bones, frozen food or hard surfaces, damage from a dishwasher, soaking, dropping or prying, or rust from leaving the knife wet. These are covered in the care card that comes with every knife.
Changing your mind
Because you buy online, the law gives you 14 days from delivery to return an item you no longer want. To protect every customer, we accept these returns only when the item is:
- Unused: never cut with, washed, sharpened or soaked.
- In its original Sekeen box, with the seal, tissue, care card and all parts, exactly as it arrived.
- Not engraved or made to order.
Knives come into contact with food, so we cannot resell or accept back a knife that has been used. Contact us within the 14 days with your order number to start a return. You pay the cost of sending it back, and we refund the price of the item once it reaches us and passes inspection.
Items we cannot take back
- Engraved knives and anything made or personalised to your order, unless there is a fault or the engraving does not match what you asked for.
- Any item that has been used, sharpened, soaked or altered, including whetstones that have been wet.
- Items returned without their original box and contents.
- Laser engraving, resharpening and other services once the work is done.
Engraving
We engrave exactly the text you type at checkout, so please check the spelling before you order. If the engraving we send does not match the text in your order, we will make it right at no cost.
Refunds
- Refunds are paid within 7 days of the item reaching us.
- Card payments are refunded to the same card. Your bank may take a few more days to show it.
- Cash on delivery orders are refunded by bank transfer, InstaPay or mobile wallet, in your name.
- For damaged, faulty or wrong items we refund the full amount, including delivery. For change of mind returns we refund the item price; return shipping is not refunded.
Refusing a delivery
If you refuse a cash on delivery order at the door without a valid reason, we may ask you to pay in advance for future orders.
Contact
Sekeen, 10 Ali Amer Street, 6th Sector, Nasr City, Cairo, Egypt.
Email: info@sekeen.com
Nothing in this policy limits your rights under Egyptian law.