Shipping & returns

Shipping and Return Policy for "Top Chef" – Manufacturer of Granite Cookware

Shipping Policy:

Available Shipping Countries:

• Currently, we offer shipping within the Arab Republic of Egypt only.
• We are working on expanding our shipping services to other countries in the near future and will inform our customers of any updates in this regard.

Shipping Companies:

• We use the services of trusted shipping companies such as "Bosta" and "DHL" to ensure that products arrive on time and in excellent condition.

Shipping Duration:

• All orders are processed within 1-2 business days of order confirmation.
• Once the order is shipped, customers can expect delivery within 3-7 business days depending on the geographical location.

Tracking Shipments:

• After shipping the order, customers will receive a text message with the delivery date, and we will contact them by phone on the same day to confirm the recipient's availability.

Shipping Delays:

• In unexpected cases such as technical failures or severe weather conditions, some shipments may be delayed. In such cases, we commit to informing customers of potential delays and providing a suitable solution.

Special Shipping Areas:

• In remote or hard-to-reach areas, shipments may experience slight delays. Customers will be notified if there is any delay in shipping due to these factors.
• Shipping to major cities such as Cairo, Giza, and Alexandria is faster compared to rural areas or governorates.

Return Policy:

Return Conditions:

• Customers have the right to request a return if they are not satisfied with their purchase within 14 days from the date of receiving the product.
• The product must be in its original condition, unused, undamaged, and the original packaging must not have been opened.
• Returns will be accepted if the return request is made within the 14-day period from receiving the product, provided the product is in good condition.

Non-returnable Products:

• Products that have been damaged due to improper use or after opening the packaging.
• Products that have been used fully or partially, or if the product has been modified or customized according to the customer’s request.
• Products that show visible signs of damage due to usage.

How to Submit a Return Request:

• The customer must contact customer service.
• The customer should provide product details (such as order number, product name, description of the issue) and clear photos of the damaged product, if applicable.
• Upon receiving the request, the customer service team will provide instructions for filling out the return form and arrange the shipping process.

Return Shipping Fees:

• If the return is due to an error by "Top Chef" (such as sending a broken product or one that does not match the description), the company will bear the shipping costs.
• The company will cover shipping costs if the product is broken or defective, but the customer will bear the shipping costs if the return is due to a change of mind.
• The product must be unused, in its original condition, with the original packaging.

Warranty Policy:

Warranty Against Manufacturing Defects:

• All products come with a warranty against manufacturing defects for a period of 3 years from the date of purchase. This warranty covers defects caused by manufacturing, such as cracks or breakages due to flaws in materials or the production process.

The Warranty Does Not Cover:

• Scratches or damages resulting from daily use or exposure to excessive heat.
• Damages caused by impacts or drops.
• Damages caused by the use of harsh cleaning materials or sharp tools on the cookware surface.

Contact Customer Service:

• Phone: 01004443563 / 15127
• Working Hours: Sunday to Thursday, from 8 AM to 5 PM.

At "Top Chef," shipping and returns have never been easier or faster! With our flexible and efficient policy, we ensure a hassle-free experience, with customer satisfaction being our top priority. We believe this policy is the foundation for building a sustainable relationship based on trust and mutual understanding, making us your reliable partner for the long term.