Refund & Returns Policy

Maxim Food sells fresh and frozen seafood. Because these products are sensitive to temperature, we cannot accept returns or exchanges because you changed your mind after delivery. This policy does not affect your rights under Egyptian consumer protection law.

When we accept a return or exchange

We review any order where the product:

• arrived damaged (for example torn or damaged packaging),
• arrived completely thawed,
• has a quality issue such as an unusual smell or colour, or
• is not the product you ordered.

Offer and promotional items are covered in the same way.

When we cannot accept a return

• The packaging has been opened.
• The product has been thawed and refrozen.
• The product was not stored according to the storage instructions below.
• Fresh (chilled) salmon cannot be returned or exchanged.

How to report a problem

Contact us within 2 days of delivery:

• WhatsApp: 01099150021
• Hotline: 19840
• Email: info@maximfood.com

Please send us:

1. Your order number or the mobile number used for the order.
2. Clear photos of the product, the packaging and the label.
3. The batch number or production date printed on the pack, if available.

Please keep the product until our quality team finishes its review. If the product has been thrown away, no photos are available, or the problem is reported after 2 days, we may not be able to verify it.

Collection, replacement and refund

Please do not send products back yourself. Once the problem is confirmed, our courier collects the product from your address free of charge. Depending on the case, we will replace the product or refund its value. Refunds are usually returned through the original payment method; the time it takes to appear depends on your bank or payment provider.

Storage instructions

• Frozen products: put them in the freezer immediately after delivery and keep them at -18°C. Do not leave them at room temperature, and do not refreeze a product after it has thawed.
• Fresh (chilled) fish and salmon: keep in the refrigerator at 0–4°C and use within 1–2 days of delivery, or freeze immediately.
• Sushi, meals and other ready-to-eat products: follow the storage instructions and date on the label.

Delivery

• We deliver across Cairo and Giza.
• Delivery fee: 59 EGP, free on orders of 2,500 EGP or more.
• Orders placed before 5 PM are delivered the same day, 7 days a week, in delivery windows 11 AM–2 PM, 3–6 PM and 6–9 PM.
• Sharwa packs ship within 48 hours.