Return and Exchange Policy – ​​Refela Stores

Welcome to Refela Stores
We always strive to provide the best shopping experience for our customers, so a return and exchange policy has been put in place to ensure the rights of all parties with complete clarity and transparency.

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First: Conditions for requesting a return or exchange

To successfully complete the return or exchange process, the following conditions must be met:

1. Provide proof of purchase, such as:
   • order number
   • Invoice
   • Purchase data
2. The reason for the return or exchange must comply with our approved terms and conditions.
3. Specify the appropriate refund method for the customer, and provide any data required to complete the process, such as:
   • ID number
   • Bank account or e-wallet details (when required)
4. In the event of receiving a damaged or incomplete product as a result of shipping, you must contact customer service within 24 hours of the time of receipt.
5. The product must be returned with all its original accessories and the free gifts included with it. If the return is incomplete, the order may be rejected.
6. The product is inspected by the specialized team before the return or exchange request is approved, and a response is provided within 3 to 5 working days from the date of receiving the product.
7. If it is proven that the problem resulted from misuse or that the product does not have the defect mentioned in the order, the product will be returned to the customer without a refund.

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Second: Product Conditions

• The product must be in its original condition in full.
• The following are required:
  • Original packaging
  • All accessories
  • Brochures and accessories
• Products that have been damaged or misused cannot be returned or exchanged.

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Third: Return and exchange period

The customer can request a return or exchange within a period of up to 30 days from the date of receipt, in accordance with the Egyptian Consumer Protection Law.

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Fourth: Shipping and refund fees

• In case of replacement:
  • Any price difference between producers is collected.
• In case of a refund:
  • The product value will be refunded after deducting shipping and receiving expenses.
• The refund will be issued using the same payment method used during the purchase process.
• Refunds for payments made electronically may take up to 30 business days, depending on the policies of banks and payment companies.

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Fifth: Cancel orders

The order can be easily cancelled before shipment by contacting customer service.

If a cancellation request is made after 48 hours of order confirmation, the amount will be refunded using the same payment method used. The bank refund process may take some time depending on the bank's policy.

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Sixth: In case of receiving a wrong or damaged product

If the customer receives a product different from what was ordered or with a manufacturing defect:

• We apologize in advance.
• The customer has the right to request an exchange or return within 30 days.
• Refela Stores will bear the shipping costs for this case.

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Seventh: Product classifications

Major home appliances

• Air conditioners
• Refrigerators
• Deep freezer
• Automatic and semi-automatic washing machines
• Dishwashers
• Ovens and pellets
• Big screens

Medium household appliances

• Water coolers
• Air coolers

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Warranty Policy – ​​Refela Stores

1. The warranty does not cover malfunctions caused by:
   • Misuse
   • Maintenance outside authorized service centers
   • Any modification or repair by unauthorized parties
2. Removing or tampering with the warranty label will immediately void the warranty.
3. The customer's receipt of the invoice constitutes implicit acceptance of the product condition and warranty terms described.

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Customer service

For any inquiries or return/exchange requests, please contact us via:

01202635666-01202634777