The customer is entitled to exchange or return a product purchased from the website within 30 days from the date of purchase, but only in the case of a manufacturing defect in the product, based on a technical report from maintenance or authorized service centers, in accordance with the Consumer Protection Law. If the 30-day period has expired, the device cannot be exchanged or returned for any reason, and the customer must, in such a case, contact customer service to file a maintenance request for devices that require such a request, in accordance with Article 21 of the Consumer Protection Law.
When returning or exchanging a product, the packaging and materials must be in their original condition, and the product's box must not have been opened or used, and it should include all of its contents along with all original documents. If there was a gift included with the purchase, it must be returned with the device. If not all attachments are returned, the exchange or return request will not be accepted. In the case of returning or exchanging a product that was purchased at a discounted price or with an offer, only the amount paid by the customer will be refunded.
If the customer wishes to exchange or return the product, even if there is no manufacturing defect, within 14 days of receiving the product, in accordance with Article 17 of the Consumer Protection Law:
- If the product's box has not been opened or used, and the device is still in its original condition:
- According to Article 17 of the Consumer Protection Law, the consumer is entitled to request a product exchange or a refund within 14 days of receiving the product, provided that there is no manufacturing defect and that the product is in the same condition as it was at the time of purchase (i.e., it has not been opened or used).
- In this case, the product will be exchanged, with any price difference between models paid, if applicable, or the product will be returned and its value refunded after deducting shipping costs in accordance with Article 40, paragraphs 1 and 2, of the Consumer Protection Law (the supplier is obliged to refund the amount paid to the customer using the same payment method, and the consumer bears the shipping and return costs).
- Additionally, in the case of online payments via VISA/MasterCard, Vodafone Cash, or Etisalat Cash, an administrative fee of 1.5% of the device's value will be deducted. If payment was made through Fawry services, an administrative fee of 2.25% of the device's value will be deducted. If payment was made using MPOS machines at the time of product receipt, an administrative fee of 1.45% + 1 EGP will be deducted from the device's value.
- If the customer opens the product's box:
- According to Article 17, paragraph 2, of the Consumer Protection Law, the consumer is not entitled to exchange or return the device if the box has been opened or the device has been used, as outlined in the following cases: a) If the nature of the product, its characteristics, or its method of packaging or wrapping prevents it from being exchanged or returned or makes it impossible to restore it to its original condition at the time of purchase. b) If the product is no longer in the same condition as it was at the time of sale, due to the actions of the consumer.
- As an exception to this article, the product may be exchanged, with any price difference between models paid, if applicable, or the product may be returned and its value refunded, but only after deducting 5% for packaging from the total device value.
- Additionally, shipping costs will be deducted, in accordance with Article 40, paragraphs 1 and 2, of the Consumer Protection Law (the supplier is obliged to refund the amount paid to the customer using the same payment method, and the consumer bears the shipping and return costs).
- In the case of online payments via VISA/MasterCard, Vodafone Cash, or Etisalat Cash, an administrative fee of 1.5% of the device's value will be deducted. If payment was made through Fawry services, an administrative fee of 2.25% of the device's value will be deducted. If payment was made using MPOS machines at the time of product receipt, an administrative fee of 1.45% + 1 EGP will be deducted from the device's value.
