Return & Refund Policy

A return request may be accepted where applicable if the circumstances satisfy the applicable conditions.

Due to the nature of gold, silver and other precious metal products and the continuous movement of their market value, completed purchases may not generally be eligible for return or cancellation solely because the market price has changed after the order was confirmed.

Any return or cancellation involving precious metal products will be reviewed according to the order status, product condition, applicable terms and applicable laws.

Unless required by applicable law or due to a verified defect or fulfillment error, a product may not be eligible for return in the following cases:

Customers should inspect their order upon delivery.

If a product is received damaged, incorrect, incomplete or with an apparent defect, please contact Customer Support as soon as reasonably possible.

Returned precious metal products may be subject to inspection and verification before any refund, replacement or other resolution is approved.

Where a refund is approved, it will normally be processed according to the original payment method or another approved method in accordance with applicable requirements.

For approved refunds relating to an incorrect, damaged or defective product caused by Dahab Zaman or its authorized service providers, the applicable refund amount will be determined according to the confirmed order and applicable terms.

Delivery charges, administrative charges or other fees will be handled according to the circumstances of the request and applicable law.

A refund will not be calculated based on a later increase or decrease in the market value of precious metals unless expressly required under applicable terms or law.

Once a refund has been approved, processing time may vary depending on the payment method, bank, card issuer, payment service provider and other financial institutions involved.

The time required for the amount to appear in the customer's account may depend on the relevant financial service provider.

Refunds for card or electronic payments may be returned through the relevant payment provider.

Banks, card issuers and payment providers may require additional processing time after the refund request has been submitted.

An order cancellation request may be accepted if the order has not yet reached a stage where cancellation is no longer possible.

For precious metal orders, cancellation may be restricted once the price has been confirmed, payment has been completed, the product has been allocated or fulfillment has started.

Submitting a cancellation request does not automatically mean the order has been cancelled.

Refusing to receive an order does not automatically create a right to a refund.

If a package appears damaged, opened or tampered with upon delivery, the customer should refuse the shipment and contact Customer Support immediately.

Where appropriate, a replacement may be offered instead of a refund for an incorrect, damaged or defective product.

To protect customers and prevent fraud, identity verification or payment ownership verification may be required before processing certain refunds.

Refunds will not normally be transferred to an unrelated third party.

Return and refund requests may be investigated where fraud, misuse, product substitution, manipulation or abuse is suspected.

Requests may be rejected and appropriate action may be taken in accordance with applicable terms and laws.

Nothing in this policy is intended to limit any mandatory rights available to customers under applicable Egyptian laws and regulations.

Where applicable law provides rights that differ from this policy, the applicable legal requirements will prevail.

Dahab Zaman may update this Return & Refund Policy from time to time to reflect changes in services, operational procedures, payment arrangements or legal and regulatory requirements.

The latest version will be published through the Dahab Zaman website and/or application.