Sales Policy through the website :

The main goal of ELARABY group from making sales available through its website is to reach the end user only, it is intended and limited to personal use, and not commercial sale or distributors, so the company has the right to cancel any purchase orders that are clear to distributors or in the case of repeated registration of purchase orders on the same products more than once, or to register a purchase request for another person, and we also have the right to place restrictions on the number of products sold and registered with the purchase order.

We strive to provide the most accurate price information to all users who visit the website, but errors may sometimes be presented, such as cases where the price of the product is not correctly determined on the website and then we have the right to reject or cancel any request that is registered on our website with a wrong price or registered by mistake on an offer that has already ended, and the request is executed only if the price is adjusted to the correct price and the customer agrees to that.

We have the right to correct errors, update the contents of our website, or amend product prices at any time without prior notice, and the company has the right to amend or delete any of its terms of sale policy at any time without prior notice.

Sales via the website are available in most governorates in Egypt.

ELARABY Group provides all possible payment methods available to all its customers in order to facilitate the payment process for customers such as cash on delivery system, online payment, payment via MPOS machine upon receipt, FAWRY services, Vodafone cash or Etisalat cash.

ELARABY Group has the right to claim some data or evidence that it deems necessary to complete the sale through the website, for example, and not exclusively, such as sending the national ID photo or a copy of the electronic payment card used in the purchase process, especially if the card used in the payment process is issued by a foreign bank .Also, the company has the right to cancel the purchase request if the customer refuses to do so.

ELARABY Group is not responsible for any banking transactions between the customer and his bank, and ELARABY’s role is limited to requiring the bank to pay the amount due. In the case of non-payment, ELARABY Group has the right to cancel the customer’s purchase without consulting the customer.

The customer registers the purchase request himself through our website and shows him the purchase order number after completing all the steps successfully and during the registration of the purchase request, the customer chooses the date for executing the order according to the dates available for execution on the website during the registration of the request, and an email is sent to the customer with the details of the purchase request, also a message is sent to the customer on the phone number registered with the application stating the order number, and the customer is contacted in case of need to complete the data before confirming the order, and we have the right to cancel the purchase request at any time in the case that we were not able to reach the customer. Also, the delivery process takes place at the address registered in the purchase order only and at the time specified by the customer during the registration of the purchase request, and the customer's receipt of the product is an acknowledgment from him that the product has been carefully examined and ensured that it is in good condition, free from any defects and with all its contents, and in the case that the customer wants to install the device by our company, he will call the customer service 19319 to register an installation notification, in the case of devices that need a technician from the company to install them, and during the call of the registration, the customer will be clarified the installation fees that will be collected if any, and for laptops, the customer must contact the customer service 19319 office tools section to register the warranty of the device within 14 days of receipt.

The customer’s national ID number must be obtained in the case that a purchase requisition with a value greater than one hundred and fifty thousand pounds is registered, in accordance with the provisions of Article 12 of the Value Added Law No. 67 of 2016, and according to Article 13 of the Executive Regulations of the Value Added Law No. 67 of 2016, and according to Article Two of the Ministry’s decision Finance No. 623 of 2018, ELARABY Group has the right to cancel the purchase request in case the customer refuses to send his national ID number.

Refrigerator and Deep Freezer purchase policy :-

When the customer receives the device ( Refrigerator, Deep freezer ), he will be handed a warranty certificate for these products filled with the data that recorded in the purchase invoice but not received without data.

Air conditioner purchase policy :-

1. Inspection and determination of the required device capacity, according to the information registered by the customer on our website and on his responsibility through Online Calculator.

2. The customer is contacted through the online team in case of need to complete the data that the customer entered in terms of area and dimensions and emphasize the ability.

3. In the case that the data and areas that the customer explained during the registration of the purchase request were wrong and not identical to the actual area, we have the right during installation that the installation team refuse to install the device because the device capacity is not commensurate with the dimensions of the place.

4. Maximum height of the ceiling of the room is 3 meters. In the case if the ceiling of the room is higher than that, so the place needs more capacity.

5. The device is installed only in the place specified by the technician (so that the device is easy to be maintained in the future), and if it becomes apparent to the technician during installation that the place of installation of the air condition, the indoor unit or the outdoor unit is inappropriate, the installation of the device will be refused.

6. The customer has the right to increase the capacity of the device from the required capacity of the room's space, not the opposite.

7. The customer is obligated to install the device at the address mentioned in the purchase order, and the installation does not take place if the address is changed.

8. The customer is obligated to provide the electrical source at the installation place and to have an automatic bticino switch for the air conditioner.

9. The customer is obligated to change the electricity meter in case it is needed, and the company has no responsibility for that.

10. In the case that there must be holes in the concrete, this is done by the customer and not by the technicians of the company.

11. In the case that the customer wants to install the device after supplying it, the customer will contact customer service 19319 to register the installation notification through the company.

12. In the case that there is a problem with the device within 30 days from the date of receiving the device, a visit is arranged for the customer by a technician to write a report of the problem and based on this report the device is serviced or replaced or the device is in good condition, according to the Consumer Protection Law.

13. There are 3 meters of pipes in the air conditioning system including + 3 meters of control cable, and in the case that there are additional lengths for (pipes, control cable or power cable) the customer will be charged according to the price list of the company and the customer pays the value of the installation for the technician, and for the drain hose, it is spent through the installation technician and the customer is billed according to the needed meters.

14. The external unit for air conditioners which has a capacity of 4 hp and more, is installed on roofs, inside the balcony, or installed at a height of 2 meters from the ground as a maximum, due to the heavy weight of the external unit of these models and also they can be easily maintained in the future.

15. In the case that the customer wants to replace the air conditioner with a higher capacity or retrieval, the customer will bear the value of shipping expenses (300 pounds), according to Article 40, paragraphs 1 and 2 of the Consumer Protection Law, and the customer will bear a discount of 5% of the value of the device in the case of opening the device box, In addition to the value of the price difference between the two devices in the case of replacement, within a maximum period of 14 days only from the date of receipt.

Payment methods :-

1- Cash on delivery :

The customer pays the invoice value to the delivery representative upon receipt of the product, with a maximum of fifty thousand pounds.

2- Pay with VISA & Master Card upon Receipt (MPOS) :

The customer can register the purchase order and choose this method to pay the value of the invoice, in this case the representative owning a MPOS machine to complete the payment process when the customer receives the product, and if the payment process is successfully completed, the representative will deliver the product to the customer. In case that the customer wants to return the product and cancel the purchase request, the process of refunding the customer takes a period of one working week after product retrieval.

3- Online payment through VISA & Master Cards :

The customer pays the value of the invoice via the VISA / Master Card online while registering the order on our website, and in some cases the customer does not complete all the steps of the online payment on our website correctly and despite that the amount is deducted from the customer's account and in this case the customer returns to his own bank to know the date of the amount refund without any responsibility of the company.

4- FAWRY services :

After registering the purchase order on our website, a reference number will be shown to the customer and it will be sent in a message to the phone number registered in the purchase request, and the customer can pay with this number via immediate within only three days from the date of the request, In case of non-payment in this period, the order will be canceled automatically.

5- Vodafone Cash :

The customer can register a purchase order and choose the method of payment Vodafone Cash using the card number and the secret number that is sent to the customer in a message on his phone number from Vodafone, and the validity of this card is only 24 hours, knowing that the maximum limit for one purchase is 30000 le.

6- Etisalat Cash :

The customer can register a purchase order and choose the method of payment Etisalat Cash using the card number and the secret number that is sent to the customer in a message on his phone number from Etisalat, and the validity of this card is only 24 hours, knowing that the maximum limit for one purchase is 30000 le.

Delivery Instructions For Visa Purchase :-

1. After completing the purchase request, a message will be sent to the email registered in the purchase request with the order details.

2. Delivery is only made to the customer who owns the credit card in person and at the address registered in the purchase request.

3. The delivery representative looks at the national ID card or passport of the applicant, looks at the credit card used in the purchase order, and matches the visa card number with the number in the delivery instructions.

4. In the case there is a representative for the owner of the purchase request at the time of delivery, the national ID card or passport of the owner of the request or a photocopy of them must be viewed with a review of the credit card used in the purchase process or a photocopy of it to match its number with the number in the delivery instructions.

5. The customer signs with the tripartite name and the national number on a copy of the receipt.

6. In the case that the customer wants to cancel the purchase request after (48 hours) from the date of the request, the paid amount for the same card used in the purchase request will be returned after deducting administrative expenses of (1.5%) of the total amount, and may take up to 30 days to return the amount again.

Delivery Instructions for FAWRY Service :-

1. Ensure that the phone number is registered correctly because the payment code and the expiration date for this code will be sent in a private message to the same registered phone number.

2. Payment is made through any FAWRY outlet within 72 hours of the date of registration of the purchase request, and the customer can request the cancellation of the purchase order during this period and before making the payment.

3. In the case that the payment code has expired without the payment of the order, the order will be canceled automatically without consulting the customer.

4. When paying the amount due through the nearest FAWRY outlet, you must make sure to obtain a receipt stating that this amount has been paid.

5. Delivery is only made to the requesting costumer in person and to the address registered in the purchase requisition.

6. The delivery representative looks at the customer's national ID card and looks at the receipt for payment of the order through FAWRY.

7. In the case there is a representative acting on behalf of the applicant upon receipt, the applicant’s national ID card or passport must be viewed or a photocopy of them in addition to a receipt for payment of the request value through FAWRY.

8. In the case that the customer wants to cancel the purchase request after making the payment, a message with the code is sent to the same phone number registered in the purchase request, after deducting administrative expenses of (2.25%) of the total value of the order.

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.

Discount code (Vouchers) :-

The customer may obtain a voucher when purchasing an offer from our website or win any competition on our website or our official page on Facebook or through the loyalty and affiliation program or as rewards for our VIP customers, then these customers can purchase through our website with this voucher by using the discount code while registering a purchase requisition.

Instructions for use :

1. The discount code is only valid for single use and for the customer himself.

2. The customer uses the discount code on our website while registering the purchase order.

3. The customer is not entitled to any difference if the discount value is greater than the total value of the purchases.

4. In the case that the value of the coupon is less than the total value of the purchases, the difference in the amount will be collected in cash upon receipt, electronic payment VISA / Master, payment by FAWRY, Vodafone Cash, Etisalat Cash, or by MPOS machines during the receipt of the product

Warranty :-

• The life time : ELARABY is committed to providing maintenance and spare parts after the end of the warranty period with fees for a limited period according to the owner's manual.
• The guarantee is valid from the date of the purchase invoice and in case of losing the invoice, the validity of the guarantee will be calculated by the serial number of the device, and in the case that the customer does not receive the purchase invoice, it will be sent by email.
• The warranty terms will not apply to defects resulting from misuse or maintenance outside the company, or the installation of devices that require a technician installation from the company by the customer or another representative, or defects resulting from the actions or modifications made by the customer himself or an unauthorized third party who may perform such actions or amendments on the product or use the device for commercial purposes instead of personal home use, or any damage caused by the customer, whether intentionally or unintentionally.

• Dear customer, you can now activate the warranty online after receiving our products, by filling in the required data in the following link https://elarabywarranty.elarabygroup.com/ 

Contact us :-

You can contact us via :

1. Live Chat on our website https://www.elarabygroup.com/en
2. Send an email to [email protected]
3. Our official Facebook page : https://www.facebook.com/elarabygroup64
4. Communication with customer service 19319.

Sales Policy through the website:

The main goal of ELARABY group from making sales available through its website is to reach the end user only, it is intended and limited to personal use, and not commercial sale or distributors, so the company has the right to cancel any purchase orders that are clear to distributors or in the case of repeated registration of purchase orders on the same products more than once, or to register a purchase request for another person, and we also have the right to place restrictions on the number of products sold and registered with the purchase order.

We strive to provide the most accurate price information to all users who visit the website, but errors may sometimes be presented, such as cases where the price of the product is not correctly determined on the website and then we have the right to reject or cancel any request that is registered on our website with a wrong price or registered by mistake on an offer that has already ended, and the request is executed only if the price is adjusted to the correct price and the customer agrees to that.

We have the right to correct errors, update the contents of our website, or amend product prices at any time without prior notice, and the company has the right to amend or delete any of its terms of sale policy at any time without prior notice.

Sales via the website are available in most governorates in Egypt.

ELARABY Group provides all possible payment methods available to all its customers in order to facilitate the payment process for customers such as cash on delivery system, online payment, payment via MPOS machine upon receipt, FAWRY services, Vodafone cash or Etisalat cash.

ELARABY Group has the right to claim some data or evidence that it deems necessary to complete the sale through the website, for example, and not exclusively, such as sending the national ID photo or a copy of the electronic payment card used in the purchase process, especially if the card used in the payment process is issued by a foreign bank .Also, the company has the right to cancel the purchase request if the customer refuses to do so.

ELARABY Group is not responsible for any banking transactions between the customer and his bank, and ELARABY’s role is limited to requiring the bank to pay the amount due. In the case of non-payment, ELARABY Group has the right to cancel the customer’s purchase without consulting the customer.

The customer registers the purchase request himself through our website and shows him the purchase order number after completing all the steps successfully and during the registration of the purchase request, the customer chooses the date for executing the order according to the dates available for execution on the website during the registration of the request, and an email is sent to the customer with the details of the purchase request, also a message is sent to the customer on the phone number registered with the application stating the order number, and the customer is contacted in case of need to complete the data before confirming the order, and we have the right to cancel the purchase request at any time in the case that we were not able to reach the customer. Also, the delivery process takes place at the address registered in the purchase order only and at the time specified by the customer during the registration of the purchase request, and the customer's receipt of the product is an acknowledgment from him that the product has been carefully examined and ensured that it is in good condition, free from any defects and with all its contents, and in the case that the customer wants to install the device by our company, he will call the customer service 19319 to register an installation notification, in the case of devices that need a technician from the company to install them, and during the call of the registration, the customer will be clarified the installation fees that will be collected if any, and for laptops, the customer must contact the customer service 19319 office tools section to register the warranty of the device within 14 days of receipt.

The customer’s national ID number must be obtained in the case that a purchase requisition with a value greater than one hundred and fifty thousand pounds is registered, in accordance with the provisions of Article 12 of the Value Added Law No. 67 of 2016, and according to Article 13 of the Executive Regulations of the Value Added Law No. 67 of 2016, and according to Article Two of the Ministry’s decision Finance No. 623 of 2018, ELARABY Group has the right to cancel the purchase request in case the customer refuses to send his national ID number.

Refrigerator and Deep Freezer purchase policy:-

When the customer receives the device ( Refrigerator, Deep freezer ), he will be handed a warranty certificate for these products filled with the data that recorded in the purchase invoice but not received without data.

Air conditioner purchase policy:-

1. Inspection and determination of the required device capacity, according to the information registered by the customer on our website and on his responsibility through Online Calculator.

2. The customer is contacted through the online team in case of need to complete the data that the customer entered in terms of area and dimensions and emphasize the ability.

3. In the case that the data and areas that the customer explained during the registration of the purchase request were wrong and not identical to the actual area, we have the right during installation that the installation team refuse to install the device because the device capacity is not commensurate with the dimensions of the place.

4. Maximum height of the ceiling of the room is 3 meters. In the case if the ceiling of the room is higher than that, so the place needs more capacity.

5. The device is installed only in the place specified by the technician (so that the device is easy to be maintained in the future), and if it becomes apparent to the technician during installation that the place of installation of the air condition, the indoor unit or the outdoor unit is inappropriate, the installation of the device will be refused.

6. The customer has the right to increase the capacity of the device from the required capacity of the room's space, not the opposite.

7. The customer is obligated to install the device at the address mentioned in the purchase order, and the installation does not take place if the address is changed.

8. The customer is obligated to provide the electrical source at the installation place and to have an automatic bticino switch for the air conditioner.

9. The customer is obligated to change the electricity meter in case it is needed, and the company has no responsibility for that.

10. In the case that there must be holes in the concrete, this is done by the customer and not by the technicians of the company.

11. In the case that the customer wants to install the device after supplying it, the customer will contact customer service 19319 to register the installation notification through the company.

12. In the case that there is a problem with the device within 30 days from the date of receiving the device, a visit is arranged for the customer by a technician to write a report of the problem and based on this report the device is serviced or replaced or the device is in good condition, according to the Consumer Protection Law.

13. There are 3 meters of pipes in the air conditioning system including + 3 meters of control cable, and in the case that there are additional lengths for (pipes, control cable or power cable) the customer will be charged according to the price list of the company and the customer pays the value of the installation for the technician, and for the drain hose, it is spent through the installation technician and the customer is billed according to the needed meters.

14. The external unit for air conditioners which has a capacity of 4 hp and more, is installed on roofs, inside the balcony, or installed at a height of 2 meters from the ground as a maximum, due to the heavy weight of the external unit of these models and also they can be easily maintained in the future.

15. In the case that the customer wants to replace the air conditioner with a higher capacity or retrieval, the customer will bear the value of shipping expenses (300 pounds), according to Article 40, paragraphs 1 and 2 of the Consumer Protection Law, and the customer will bear a discount of 5% of the value of the device in the case of opening the device box, In addition to the value of the price difference between the two devices in the case of replacement, within a maximum period of 14 days only from the date of receipt.

Payment methods:-

1-    Cash on delivery:
The customer pays the invoice value to the delivery representative upon receipt of the product, with a maximum of fifty thousand pounds.

2-    Pay with VISA & Master Card upon Receipt (MPOS):
The customer can register the purchase order and choose this method to pay the value of the invoice, in this case the representative owning a MPOS machine to complete the payment process when the customer receives the product, and if the payment process is successfully completed, the representative will deliver the product to the customer. In case that the customer wants to return the product and cancel the purchase request, the process of refunding the customer takes a period of one working week after product retrieval.

3-    Online payment through VISA & Master Cards:
The customer pays the value of the invoice via the VISA / Master Card online while registering the order on our website, and in some cases the customer does not complete all the steps of the online payment on our website correctly and despite that the amount is deducted from the customer's account and in this case the customer returns to his own bank to know the date of the amount refund without any responsibility of the company.

4-    FAWRY services:
After registering the purchase order on our website, a reference number will be shown to the customer and it will be sent in a message to the phone number registered in the purchase request, and the customer can pay with this number via immediate within only three days from the date of the request, In case of non-payment in this period, the order will be canceled automatically.

5-    Vodafone Cash:
The customer can register a purchase order and choose the method of payment Vodafone Cash using the card number and the secret number that is sent to the customer in a message on his phone number from Vodafone, and the validity of this card is only 24 hours, knowing that the maximum limit for one purchase is 30000 le.

6-    Etisalat Cash:
The customer can register a purchase order and choose the method of payment Etisalat Cash using the card number and the secret number that is sent to the customer in a message on his phone number from Etisalat, and the validity of this card is only 24 hours, knowing that the maximum limit for one purchase is 30000 le.

Delivery Instructions For Visa Purchase:-

1.    After completing the purchase request, a message will be sent to the email registered in the purchase request with the order details.

2.    Delivery is only made to the customer who owns the credit card in person and at the address registered in the purchase request.

3.    The delivery representative looks at the national ID card or passport of the applicant, looks at the credit card used in the purchase order, and matches the visa card number with the number in the delivery instructions.

4.     In the case there is a representative for the owner of the purchase request at the time of delivery, the national ID card or passport of the owner of the request or a photocopy of them must be viewed with a review of the credit card used in the purchase process or a photocopy of it to match its number with the number in the delivery instructions.

5.     The customer signs with the tripartite name and the national number on a copy of the receipt.

6.     In the case that the customer wants to cancel the purchase request after (48 hours) from the date of the request, the paid amount for the same card used in the purchase request will be returned after deducting administrative expenses of (1.5%) of the total amount, and may take up to 30 days to return the amount again.

Delivery Instructions for FAWRY Service:-

1.    Ensure that the phone number is registered correctly because the payment code and the expiration date for this code will be sent in a private message to the same registered phone number.

2.    Payment is made through any FAWRY outlet within 72 hours of the date of registration of the purchase request, and the customer can request the cancellation of the purchase order during this period and before making the payment.

3.    In the case that the payment code has expired without the payment of the order, the order will be canceled automatically without consulting the customer.

4.    When paying the amount due through the nearest FAWRY outlet, you must make sure to obtain a receipt stating that this amount has been paid.

5.    Delivery is only made to the requesting costumer in person and to the address registered in the purchase requisition.

6.     The delivery representative looks at the customer's national ID card and looks at the receipt for payment of the order through FAWRY.

7.     In the case there is a representative acting on behalf of the applicant upon receipt, the applicant’s national ID card or passport must be viewed or a photocopy of them in addition to a receipt for payment of the request value through FAWRY.

8.     In the case that the customer wants to cancel the purchase request after making the payment, a message with the code is sent to the same phone number registered in the purchase request, after deducting administrative expenses of (2.25%) of the total value of the order.

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.

Discount code (Vouchers):-

The customer may obtain a voucher when purchasing an offer from our website or win any competition on our website or our official page on Facebook or through the loyalty and affiliation program or as rewards for our VIP customers, then these customers can purchase through our website with this voucher by using the discount code while registering a purchase requisition.

Instructions for use:

1. The discount code is only valid for single use and for the customer himself.

2. The customer uses the discount code on our website while registering the purchase order.

3. The customer is not entitled to any difference if the discount value is greater than the total value of the purchases.

4. In the case that the value of the coupon is less than the total value of the purchases, the difference in the amount will be collected in cash upon receipt, electronic payment VISA / Master, payment by FAWRY, Vodafone Cash, Etisalat Cash, or by MPOS machines during the receipt of the product

Warranty:-

• The life time : ELARABY is committed to providing maintenance and spare parts after the end of the warranty period with fees for a limited period according to the owner's manual.
• The guarantee is valid from the date of the purchase invoice and in case of losing the invoice, the validity of the guarantee will be calculated by the serial number of the device, and in the case that the customer does not receive the purchase invoice, it will be sent by email.
• The warranty terms will not apply to defects resulting from misuse or maintenance outside the company, or the installation of devices that require a technician installation from the company by the customer or another representative, or defects resulting from the actions or modifications made by the customer himself or an unauthorized third party who may perform such actions or amendments on the product or use the device for commercial purposes instead of personal home use, or any damage caused by the customer, whether intentionally or unintentionally.


Contact us:-
You can contact us via:

1. Live Chat on our website https://www.www.elarabygroup.com/en/
2. Send an email to [email protected]
3. Our official Facebook page : https://www.facebook.com/elarabygroup64
4. Communication with customer service 19319.