Refund policy
At GRAMS, every order is handled with care. This policy applies to orders placed and delivered within Egypt only.
Standard Products
Returns or exchanges for standard, non-customized products are reviewed depending on the product and the circumstances of the order. Please contact the GRAMS team before requesting a return or exchange so we can review your request.
Made-to-Order & Customized Products
Made-to-order or customized pieces cannot be cancelled, returned, or exchanged once production has started.
A 50% advance payment is required to confirm made-to-order or customized pieces and begin production.
Handcrafted & Natural Materials
Many GRAMS pieces are handcrafted and may include natural materials or handmade finishes. Small variations in texture, tone, finish, grain, or appearance are part of the character of the product and are not considered manufacturing defects.
Uncoated brass may naturally develop a patina over time. Coated products are designed to maintain their original finish under normal use.
Damaged or Defective Products
If you believe your product has a manufacturing defect, please contact GRAMS with your order details and clear photos of the issue.
The product will be assessed by our production team. Confirmed manufacturing defects will be repaired or replaced as appropriate.
Repairs & Maintenance
Repair and maintenance services may also be available for accidental damage, misuse, or normal wear and tear. These cases are assessed individually and may be subject to an additional quotation.
Contact Us
For any return, exchange, defect, or maintenance request, please contact the GRAMS team and include your order number and relevant photos where applicable.