Refund and Returns Policy

Refund & Returns Policy (Egypt)

Last updated: {DD Month YYYY}. This policy applies to purchases made from {Your Company Name} (“we”, “us”, “our”) by consumers located in Egypt. It complements your statutory rights under Egyptian law and does not replace them.

1) Scope

This policy covers physical products (e.g., smart home devices, cameras, accessories), digital/licensed software sold by us (if any), and services (e.g., installation, configuration, site visits). It applies to orders placed online, via phone, or in-store/at our showroom.

2) Your Legal Rights in Egypt (Summary)

• 14-day “change-of-mind” return for purchases (including remote/online orders) when the item is unused, in original condition and packaging, and not excluded by law. For remote/online sales, the 14 days are counted from the date you receive the product. :contentReference[oaicite:0]{index=0}
• 30-day return/exchange if a product is faulty or not as described/spec’d. :contentReference[oaicite:1]{index=1}
• At least 2-year warranty on durable goods covering inspection/repair/replacement and related service/transport during the warranty period. :contentReference[oaicite:2]{index=2}
• For assistance, you may also contact Egypt’s Consumer Protection Agency (CPA) via hotline 19588 (landline), WhatsApp 015 7777 9999, or cpa.gov.eg. :contentReference[oaicite:3]{index=3}

Note: The 14-day/30-day timeframes above come from Law 181/2018 and are confirmed in public guidance from law-firm summaries focused on consumer law in Egypt.

3) Returns Eligibility (Our Store Policy)

• Condition: Items must be returned unused, undamaged, and complete with all original packaging, accessories, manuals, and any free gifts or bundles received with the order.
• Proof of purchase: A receipt, order confirmation, or delivery note is required.
• Return window: Change-of-mind returns are accepted within 14 days from delivery (for remote sales) or purchase date (for in-person sales). Faulty/not-as-described items are accepted within 30 days from delivery/purchase.
• Pre-installed or activated items: Devices that have been permanently installed, paired to a user account, or custom-configured may be subject to troubleshooting/warranty service rather than change-of-mind return, unless unopened and re-sellable.

4) Items Not Returnable (as limited by law)

The Egyptian law allows exceptions when the nature or packaging of the goods prevents return. Examples include: sealed hygiene/personal-care items once opened; perishable/consumable items (e.g., batteries once unsealed); custom-made or personalized goods; newspapers/magazines/books; and certain software or information programs once unsealed/activated. :contentReference[oaicite:5]{index=5}

Additionally not returnable under our policy: gift cards/vouchers; services already completed (e.g., on-site installation completed to specification); downloadable software licenses once delivered/activated; heavily used or damaged items due to misuse; and any product missing serial numbers or security labels.

5) If Your Item Arrives Damaged, Defective, or Wrong

• Notify us within 48 hours of delivery for shipping damage, missing items, or wrong items. Please keep the packaging for courier inspection.
• Defective/DOA (dead-on-arrival) items reported within 30 days are eligible for exchange, repair, or refund after our technical assessment. Where repair is not possible, we will replace or refund per law. :contentReference[oaicite:6]{index=6}

6) How to Start a Return

• Step 1: Email {support@yourdomain.com} or call {+20-X-XXX-XXXX} with your order number, item(s), and reason.
• Step 2: Our team will share an RMA (Return Merchandise Authorization) and return instructions.
• Step 3: Pack items securely in original packaging with all accessories and the RMA number visible.
• Step 4: Ship to: {Your Returns Address, Street, City, Governorate, Egypt} or arrange a pickup (where available).

Please do not send items to any third-party manufacturer unless we instruct you to do so; doing so may delay processing.

7) Refund Methods & Timelines

• Payment card / wallet / bank transfer: Refunds are issued to the original method of payment. Once we approve your return, we process refunds within 5–7 business days. Your bank or payment provider may take additional time to post the credit.
• Cash on Delivery (COD): We refund via bank transfer, mobile wallet, or store credit (per your choice). Please supply accurate account/wallet details.
• Partial refunds/deductions: We may deduct amounts for missing parts, excessive wear, or damage caused after delivery, and for non-returnable consumables that were opened/used.
• Shipping fees: Original shipping fees are refundable only where we made an error or the product is confirmed defective. For change-of-mind returns, you cover return shipping.

8) Exchanges

We’ll replace items if they are defective or damaged and an identical model is available; otherwise, we’ll offer an equivalent model, repair, or a refund according to law and stock availability. :contentReference[oaicite:7]{index=7}

9) Warranties & After-Sales Service

• Duration: Durable goods carry at least a 2-year warranty from the date you receive the product, covering inspection/repair/replacement of defective parts, and related technician/transport costs during the warranty period. :contentReference[oaicite:8]{index=8}
• Process: Warranty service may be performed by us or the authorized service center. Keep your receipt/warranty card.
• Non-repairable items: If repair is not possible within a reasonable time, we will replace or refund per the law. :contentReference[oaicite:9]{index=9}

10) Services, Installation & Site Visits

• Booking & cancellation: You may cancel or reschedule a booked visit up to 24 hours before the appointment at no charge. Cancellations with less notice may incur a call-out fee.
• Completed services: Where installation/configuration has been completed in accordance with the agreed scope and standards, fees for labor already performed are non-refundable. Materials/devices installed follow the product return/warranty rules above.
• Workmanship guarantee: Installation workmanship is guaranteed for 12 months from completion.

11) Gifts & Promotions

• Gifts: If an item was marked as a gift and shipped directly to you, you may receive store credit for the value of your return once approved.
• Promotions / bundled sets: If you return only part of a bundle, the refund is adjusted to reflect the retained items’ full (non-promotional) prices.
• Sale items: Unless otherwise stated, sale/clearance items are refundable if they meet legal and policy eligibility; any special promotional terms disclosed at purchase will apply.

12) Shipping Returns

Return shipments should be sent to: {Your Returns Address, Street, City, Governorate, Egypt}. For your safety, use a trackable service and keep the receipt; we are not responsible for returns lost in transit.

13) Late or Missing Refunds

• Check your bank/card/wallet statement again.
• Contact your card issuer or bank—posting times vary.
• If you still haven’t received your refund, contact us at {support@yourdomain.com} with your order number and RMA.