Cancellation & Refund Policy

Last Updated:- 20.08.2025

At Dokanak Egypt, customer satisfaction is our top priority. We follow a clear and fair Cancellation & Refund Policy in line with Egyptian consumer protection regulations.


1. Order Cancellation

a.  You may cancel your order as long as it has not yet been prepared, shipped, or picked up.
 

b. To cancel, please use the “Cancel Order” option in the app or contact our support team

c. If your order has already been dispatched or prepared by the restaurant/store, cancellation    may not be possible.


 2. Refund Eligibility

Refunds are provided in the following cases:

a. Order not delivered or delivery failed due to our error.
 

b. Wrong or damaged products received.
 

c. Expired or unsafe food items.
 

d. Order cancelled successfully before preparation or dispatch.


 Refunds will not be provided if:

a. You change your mind after receiving the products.     
 

b. The order is refused without valid reason at the time of delivery.

c. Perishable food items have already been consumed or tampered with.

Dokanak offers groceries, stationery, and restaurant meals, it makes sense to
have a product-wise refund policy and emphasize checking items at
purchase/pickup/delivery.
 

Here’s the updated section for your Cancellation & Refund Policy:

 3. Refund Method & Timeline

Refunds depend on the type of product/service:
 

a. Groceries & Daily Needs

Please check your items at the time of delivery or store pickup.
 

- If any product is damaged, expired, or missing, you must report it immediately to our delivery staff or via support.

- Once accepted, refunds or replacements cannot be claimed later for groceries.

b. Stationery & Supplies
 

- Refunds/replacements are available if items are wrong, defective, or damaged, reported within
   24 hours of delivery/pickup.

- Must be returned in original packaging and unused condition.

c. Restaurant Meals
 

- Meals are non-refundable once delivered or picked up, unless they are incorrect,
   spoiled, or unsafe to consume.

-  Any issue must be reported immediately upon receipt.

 

 Refund Processing

Approved refunds will be issued to your original payment method (card, wallet, payment gateway) within 7–10 working days.


  This version makes it clear, fair, and product-specific, while also protecting Dokanak from
misuse.
 

4. Exchange Policy

In some cases, instead of a refund, we may provide a replacement product (e.g., grocery item or stationery).
 

For restaurant meals, refunds or replacements depend on the partner restaurant’s approval and verification.


  5. Contact Us
 

For cancellations, refunds, or complaints:

[info@dokanakeg.com]
Phones: 
+201515408926
+201515408927
+201515408928
+201515408929