shopping Guide

- Payments
- Return and refund

We want you to be happy with your purchase!
If for any reason you’d like to return an item, you can do it easily in one of two ways:

1. In Store
You can return your item directly at our MOGRA Home store.
Just bring your purchase receipt (printed or digital), and make sure the product is in its original condition and packaging.

2. Return from Home
Prefer to return it from home? No problem!
you can request a pickup service; the return shipping cost will be covered by the customer and deducted from the total refund amount

  • If you ordered using your account: log in to your account → go to your orders → select
    the order → click on “Request Return.”
  •  If you ordered as a guest: use the return link you received in your order confirmation
    email.
    Once your request is placed, our courier will pick up your item within 3 to 7 working
    days.

Return Conditions

  •  Returns can be made within 14 days from the date your order was received.
  •  Items must be unused, in original packaging, and in perfect condition.
  •  You’ll need to show your purchase receipt (printed or digital).

Refunds

  • Refunds are processed through the same payment method used for your purchase.
  • If you used more than one payment method, the refund will be split accordingly.
  • You’ll receive a confirmation email once the refund is issued.
  • If the amount doesn’t appear in your account after 14 working days, please share the
    confirmation email with your bank to speed up the process.

For Cash on Delivery (COD) Orders

  • Store drop-off: You’ll receive your refund in cash.
  • Home return: You’ll receive an e-voucher that you can use on our website.
- Delivery and Shipping

STORE PICK UP

2–3 working days – FREE

Remember that you have 7 working days to collect your order once it arrives in store.

The person collecting the order must present a valid ID and the order number.
You can find our store locations and details [here].

HOME DELIVERY

3– 5 working days.
 The shipping cost will be calculated based on your area and location
(Governorate/Region).

Please note that delivery times are estimated.
You will receive email and SMS updates regarding your order and delivery status.

- Warranty and Maintenance

Warranty and Maintenance Policy

At MOGRA, we take great pride in the quality of our products. Manufacturing defects are rare,
yet we are fully committed to resolving any issue as quickly and efficiently as possible.

Warranty Terms and Conditions

  •  Warranty Start Date:
    The warranty period for all products begins from the date of purchase.
  • Warranty Certificate:
    All products covered by warranty are accompanied by a warranty certificate specifying
    the duration and relevant details.
  •  Warranty Proof:
    To request maintenance service, the following must be provided:

1. The product’s warranty certificate.
2. The original purchase invoice showing the purchase date.

Warranty Coverage

  • All Products:
    All products are covered by a one-year warranty.

o What the warranty covers: Applies to all defects caused by manufacturing faults.
o What the warranty does not cover:

         The warranty excludes damages caused by:

  • Personal misuse or mishandling.
  • Failure to follow the care and maintenance instructions outlined in the user
    manual (e.g., scratches, breaks, tears, etc.).

Maintenance Procedures

  •  Maximum Maintenance Duration:
    Maintenance will be completed within a maximum of 30 working days.
  • Start of Maintenance Period:
    The maintenance period begins on the date the product is delivered to the company.
  • Working Days:
    All days are considered working days except national, public, and religious holidays, as
    well as Fridays and Saturdays.
  • Product Delivery Options for Maintenance:

1. Pick up From Home Request:
Customers may request maintenance collection from home. The customer bears
the shipping cost.
2. Store Drop-Off:
Products can be dropped off directly to the MOGRA Store, free of charge.

Out-of-Warranty Maintenance

  • Maintenance Cost:
    Maintenance services outside the warranty period will be charged according to the rates
    determined by the company at the time the service is requested.
  • Procedures:
    The same maintenance process applies to out-of-warranty services as to in-warranty
    ones.

Care Instructions

- Gold Plated Care

Regular Care of Gold-Plated Products

Gold plating is a process in which a thin layer of gold is applied to the surface of another
material.
Since this layer is delicate, proper care is essential to maintain its beauty and extend its lifespan.

Tips for Caring for Gold-Plated Items

  • Protect your gold-plated products from friction and scratching, as these can cause the
    coating to wear off and lose its shine.
  •  For light daily cleaning, gently polish the surface using a soft microfiber cloth.
  • For deep cleaning to remove sticky or accumulated dirt just use warm water.
    Rinse the items gently, allow them to air dry, then polish with a soft cloth.
  • Avoid using brushes or rough fabrics, as they may scratch or erode the gold layer and
    reduce its brilliance.
- Stainless Care

Regular Care of Gold-Plated Products

Gold plating is a process in which a thin layer of gold is applied to the surface of another
material.
Since this layer is delicate, proper care is essential to maintain its beauty and extend its lifespan.

Tips for Caring for Gold-Plated Items

  • Protect your gold-plated products from friction and scratching, as these can cause the
    coating to wear off and lose its shine.
  •  For light daily cleaning, gently polish the surface using a soft microfiber cloth.
  • For deep cleaning to remove sticky or accumulated dirt just use warm water.
    Rinse the items gently, allow them to air dry, then polish with a soft cloth.
  • Avoid using brushes or rough fabrics, as they may scratch or erode the gold layer and
    reduce its brilliance.