After placing an order, the Bnaia customer service team will contact the customer to confirm the order.

Coordination with the supplier for order fulfillment.

If some products are not available, the customer will be contacted again.

Once the order availability is confirmed, the product is carefully and professionally shipped to the customer's door.

The customer must ensure the receipt of all order details, including the requested products and the total amount to be collected.

Items are received one by one through the shipping representative, and final confirmation is made for the receipt of each order item and the safety of the products.

The customer's signature on the shipping receipt with the representative acknowledges the details of receiving each order product, serving as an official acknowledgment.

If the customer is unable to receive the order for any reason, it is requested to contact Bnaia customer service for intervention and to ensure the receipt of each order item.

If there is any damaged or unwanted product from the beginning, or if the order is incomplete, only correctly ordered items are received. Please contact Bnaia customer service to confirm and understand the situation for correct order settlement.

The customer is entitled to exchange or return the product within 14 days from the date of shipment.

The customer is responsible for the shipping costs of receiving and replacing the product.

The customer must present the original sales invoice in case of exchange or return.

Contact Us: Contact our customer service team at 01070909796 to request a return or exchange. Please attach a video and photos of the product you wish to exchange or return and send them to the customer service number via WhatsApp.

Order Confirmation: Our customer service representative examines and reviews the customer's request for order replacement and ensures direct communication with the customer to ensure effective and smooth communication during the return or exchange process.

For Returns or Exchanges: The product must be unused and in good condition with all accessories and original packaging. If there is any damage, it applies to the condition in which the customer received their products. In this case, we do not accept replacement requests. If the product is in its original condition with its accessories and without damage, our representative is sent to inspect the product. If the customer prefers replacement, the inspection takes about 5 working days, and the product is replaced and shipped back to the customer after confirming the inspection, approximately 48 hours after inspection confirmation.

Product Receipt and Inspection: Once the product reaches us, it is inspected to ensure its condition. The customer is responsible for the costs of receiving and replacing the product.

Refund: In the case of a refund, the product must be unused and in good condition with all accessories and original packaging. The amount is refunded by the same payment method or placed in the customer's wallet according to the customer's preference.

The amount will be refunded using the same payment method chosen by the customer.

For cash payments, Bnaia will refund the amount to the customer through a bank transfer to their account.

Refund time is 7-14 business days, through the following payment methods:

Cash, bank transfer, InstaPay, e-wallets

Refund time is 14-30 days in case of payment through the following companies:

Value, Forsa, Aman

Due to the nature of our products in the field of home construction and finishing, some products cannot be exchanged, such as:

• Bathroom and kitchen granite sinks
• Toilets and bidets
• Bathtubs and mirrors
• Wires, construction materials, and chemicals
• El Sewedy wire is not refundable

No product can be refunded after 14 days from the shipping date.

Products can only be replaced within a maximum of 30 days from the shipping date, and within specific limits related to the product, such as changing size or color only. The customer is responsible for the shipping costs of replacing the product.

The product is replaced with another product or a credit is added to the customer's account with Bnaia.

No product from the mentioned non-refundable products can be refunded.