Within 30 Days:

The consumer has the right to exchange or return the product and receive a refund within 30 days from the date of purchase if the product has a defect, does not meet specifications, or is not suitable for the intended purpose as per the agreement. This is in accordance with the Egyptian Consumer Protection Agency’s regulations (Article 21 of the law). The consumer must provide the purchase invoice along with their request and ensure that all product accessories, components, and packaging are intact.

After 30 days, the consumer will no longer have the right to request an exchange, return, or refund. Instead, they must contact customer service to submit a maintenance request for the product.

Within 14 Days:

The consumer has the right to exchange or return the product and receive a full refund without providing any reason and without incurring any costs (except for shipping charges) within 14 days of receiving the product (excluding personal care products) – Article 17 of the law – without affecting any warranties or legal conditions, provided that:

  1. The product remains in the same condition as at the time of sale and has not been used, with its original packaging intact.
  2. The product is not custom-made according to the consumer’s specifications.

If the product is in its original condition:

  • If the customer does not want the product and wishes to receive a full refund, the request will be processed after verifying the purchase invoice and product condition, ensuring no damage occurred during use. The full amount will be refunded.
  • For air conditioners, a deduction of 300 EGP will be applied to cover transportation costs for delivery and return.
  • The refund will be processed using the same payment method used during purchase, with the customer bearing an administrative fee of 2.5% of the product’s value for electronic payment service providers.

    • If the product is not in its original condition as defined by law:

  • If the customer wishes to return or exchange the product within 14 days of receipt, they are not legally entitled to a refund or return. However, as an exception, the product may be exchanged or refunded with the customer bearing a 5% repackaging fee for general products, plus an additional 300 EGP for air conditioners, along with the previously mentioned administrative fees.