Updated Return & Exchange Policy for Our Products

1. Product Return or Exchange Due to Manufacturing Defect

Customers are entitled to return or exchange a product within 30 days from the date of purchase only in the case of a confirmed manufacturing defect supported by a technical report issued by our authorized service centers. This condition also applies to personal care products in compliance with health and legal regulations. After this period, returns or exchanges will not be accepted under any circumstances. The customer must contact customer service at the unified number 19319 to register a maintenance request, in accordance with Article 21 of the Consumer Protection Law.

2. General Conditions for Return or Exchange

To return or exchange a product, the original packaging and all included materials must be in intact condition, and the product must be unused and unopened, accompanied by all original documents including the invoice. If the purchase included a free gift, it must also be returned; otherwise, the return or exchange will not be accepted. If the product was purchased at a discounted price or as part of a promotion, the refunded amount will only reflect the actual amount paid by the customer.

3. Product Return or Exchange Without Manufacturing Defect

If the customer wishes to return or exchange a product without a manufacturing defect within 14 days from the date of receipt, with the exception of personal care products which are subject to special health regulations in accordance with Article 17 of the Consumer Protection Law, the following conditions apply:

1. If the product has not been opened or used and remains in its original condition: The customer has the right to request a return or exchange within the mentioned period, provided the product is in the same condition as when received. In this case, the product may be exchanged with payment of any price difference between models (if applicable), or returned with a refund after deducting shipping fees of EGP 300 for air conditioners only, in accordance with Article 40, clauses 1 and 2 of the Consumer Protection Law. Additionally, for payments made via VISA / MasterCard, Vodafone Cash, or Etisalat Cash, an administrative fee of 1.5% will be deducted from the product value. For Fawry payments, 2.25% will be deducted. For MPOS payments, 1.45% + EGP 1 will be deducted.
2. If the product has been opened: Although Article 17, clause 2 of the Consumer Protection Law may not grant the right to return or exchange a product that has been opened or used, we aim to maintain flexible customer service. As an exception, the product may be exchanged with payment of any price difference between models (if applicable), or returned with a refund after deducting 5% of the total product value as a repackaging fee, in addition to the shipping fee (EGP 300 for air conditioners) and all applicable administrative fees mentioned above for electronic payments.