Returns & exchanges

In short

We want buying from us to feel safe. These rules are written plainly so you know your rights before you order, not after you need them:

• You may return a product within 14 days of delivery, provided it is in its original sealed packaging and has not been opened, installed or used.
• Once a product has been opened or used, it can be returned only for a manufacturing defect.
• Damage caused by the customer — through use, handling, moving or installation — removes the right to return.
• Refunds go back to the payment method you paid with.

Returns within 14 days of delivery

If you change your mind or the product is not right for you, you may ask to return it within 14 days of the date you received it, without giving a reason, provided that:

• The original carton is sealed and its packaging has not been opened or cut
• The product has not been installed, switched on or used
• The product is in the condition it was delivered in, with no scratch, breakage or damage
• All accessories, the manual, the warranty card and any bundled gifts are included
• You have the order number or invoice

Inspection on delivery

Before you accept delivery, check the outside of the carton and the model printed on it in front of the courier. If the carton is visibly damaged or the model is not the one you ordered, refuse the delivery and contact us — we will replace it or refund you at no cost.

Opening the carton after delivery ends the change-of-mind return; your rights for manufacturing defects, set out below, remain in full.

Manufacturing defects

If the product shows a manufacturing defect — a fault in how it was made, not one caused by use — contact us straight away with your order number:

• Within 30 days of delivery: once the authorised agent or an authorised technician confirms the fault is a manufacturing defect, you may choose a replacement or a return with a refund.
• After 30 days: the defect is repaired under the authorised agent's warranty, as set out in our Warranty & Service policy.
• Either way, we follow the case with the agent and the service centre until it is resolved.

When a return is not accepted

We list these plainly so nothing comes as a surprise:

• The carton has been opened, or the product installed or used — unless it has a manufacturing defect
• Damage from misuse, dropping, moving or installation by the customer
• Faults caused by power surges or cuts, or by connection to an unsuitable electricity, gas or water supply
• The product has been opened or repaired by a technician not authorised by the agent
• Any accessory, manual, warranty card or bundled gift is missing
• The request is made after the period has ended, except for defects covered by the warranty

How to request a return

The process is simple, and you do not need to go anywhere:

• 1. Contact us on WhatsApp or by phone within the period, with your order number, the reason, and photos of the product and carton
• 2. We review the request and arrange a time to collect the product from your address
• 3. Once it reaches us, we inspect it within 3 working days to confirm the conditions are met
• 4. If the return is accepted, we start the refund and let you know

Refunds

We start the refund within 7 working days of accepting the return, to the method you paid with (card or mobile wallet). How long the bank or wallet provider then takes to show it in your account varies by provider and is outside our control.

For a manufacturing defect, a product damaged on arrival, or the wrong model, we refund the full amount including the delivery fee. For a change-of-mind return, we collect the product from you at no extra charge.

Your statutory rights

This policy does not affect any right you have under Egyptian Consumer Protection Law No. 181 of 2018 and its executive regulations; where they differ, the law prevails.