Return and Refund Policy

 

Product retrieval Policy :-

- The customer has the right to replace or retrieve the product purchased from the website within 30 days from the date of purchase only in the case of an industrial defect in the product in accordance with the Consumer Protection Law, and in the case that the 30-day period ends, the device will not be replaced or retrieved for any reason, and In this case, the customer must communicate with customer service 19319 to register a maintenance notification, for the devices which a maintenance report is registered, according to the provision of Article 21 of the Consumer Protection Law.

- When retrieving or replacing the product, the box and packing materials must be in their original condition, and the product box has not been opened or used, and all its contents are accompanied by all the original documents. In the case that there is a gift on the purchase request, it must be returned with the device and if it is not returned all attachments will not be approved to be replaced or retrieved, and in the case of a retrieval or replacement of a product that was purchased and has a price or offer discount, only what the customer has paid will be refunded.

- In the case the customer wants to replace or return the product despite the absence of an industrial defect in it within the 14-day period from the date of receiving the product in accordance with Article 17 of the Consumer Protection Law

 

1. In the case that the device box has not been opened or used and the device is still in its original condition :

• According to the provisions of Article 17 of the Consumer Protection Law, the consumer has the right to request the replacement or refund of the product value within 14 days from the date of receiving the product, if the device does not have an industrial defect, but the device must be on the condition that was on it when contracting (i.e. it was not opened or used).

• In this case, the product is replaced with a refund of the price difference between the models if there is any, or the return of the product, and its value is refunded after deducting the shipping expenses (300 pounds for air conditioners) according to Article 40, paragraphs 1 and 2 of the Consumer Protection Law (the supplier is obligated to refund the paid amount to the customer in the same way of payment, the consumer will bear the costs of shipping and returning the product.

• In addition, the case of online payment via VISA / Master, Vodafone Cash or Etisalat Cash, administrative expenses will be deducted at a value of (1.5%) from the value of the device, or administrative expenses of (2.25%) will be deducted from the value of the device in the case of payment from Through FAWRY services, or deducting administrative expenses of (1.45% + 1 EGP) from the value of the device in case of payment through MPOS machines while receiving the product.

 

2. In the case that the customer opens the device box :

According to the provisions of Article 17, Paragraph 2 of the Consumer Protection Law, the consumer is not entitled to replace or return the device in the case that the device box is opened, or the device is used as it is clear in the following cases :

A - If the nature of the device, its characteristics, method of packing prevents replacing it or returning it, or it is impossible to return it to the condition it was in at the contract time.

B - If it was not in the same condition it was at the time of sale due to the consumer.

• As an exception to the text of article no.17, the product is replaced with a refund of the price difference between the models, if any, or the device being returned to the customer and returned its value, but after deduction (5%) of the packaging of the total value of the device.

• In addition to deducting shipping expenses (300 pounds for air conditioners), according to Article 40, paragraphs 1 and 2 of the Consumer Protection Law (the supplier is obligated to refund the paid amount to the customer in the same way of payment and the consumer will bear the costs of shipping and returning the product).

• In addition, in case of online payment via VISA / Master, Vodafone Cash or Etisalat Cash, administrative expenses will be deducted at a value of (1.5%) from the value of the device, or deduction of administrative expenses of (2.25%) from the value of the device in the case of payment through FAWRY services, or deducting administrative expenses of (1.45% + 1 EGP) from the value of the device in case of payment through MPOS machines while receiving the product.

Within 30 Days

*The consumer has the right to replace or return the product and refund its value within 30 days of the date of purchase if it is marred by defect or not conforming to the specifications or for the purpose for which it was contracted, in accordance with the instructions of the Egyptian Customer Protection Agency (article 21 of the law) and the consumer must submit the purchase invoice in addition to all the belongings of the device and packaging of the device.

 

*After 30 days, the consumer will not have the right to claim the replacement or return of the product and refund its value and the consumer must return to customer service to submit a maintenance order for the product.

 

Within 14 Days :

* The consumer has the right to replace or return the item with the refund of its cash value, without giving any reasons and without incurring any expenses within 14 days of receipt ( except for Personal Care Products ) - Article 17 of the Law - without violating any legal guarantees or conditions with the following charges:

1- If the item is not in the same condition as it was at the time of sale for a reason due to the consumer. (Not used, in the same condition as packaging).

2- If it is one of the goods that are manufactured based on special specifications specified by the consumer.

 

 

In case the product is in the same original condition:

1- In case the customer does not want the product and wants a full refund, the order will be received from the customer after confirming the purchase invoice and the status of the product and the full amount will be refunded to the customer.

 

2- For air conditioning, the amount of 300 pounds is deducted for the transfer of the device to the customer and return to the device again.

 

3- The amount is refunded to the customer in the same way the payment method that the customer used for the completion of the purchase process with the customer incurring administrative expenses of 2.5% of the value of the device for the benefit of the electronic payment service providers.

 

 

In the case of the product other than the original condition specified by the law, and the customer's desire within 14 days of receiving the product in the refund of the device or refund its value, the customer is not entitled according to the law to request a refund of the value or return the device, but an exception on this legal material is a replacement of the product or refund of its value with the customer bearing 5% of the value of the product for packaging in the case of the products in general. In addition to 300 pounds in the case of air conditioning with the consumer's tolerance of the administrative expenses mentioned in the previous point