1.1. This Return, Exchange & Refund Policy applies to all products purchased from Alfrensia (“the Store”), whether through our website, social media channels, or physical branches within the Arab Republic of Egypt.
1.2. This Policy is applied in accordance with Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations, particularly Articles 17, 21 and 22 governing the 14‑day right of withdrawal, the 30‑day return for defective or non‑conforming products, and durable goods warranties.
1.3. If this Policy grants the consumer more favorable rights than the minimum provided by law, the more favorable terms will apply.
2. Definitions
2.1. “Consumer” means any natural person who purchases products for personal use and not for resale, as defined by the Consumer Protection Law.
2.2. “Durable goods” include products such as computers, laptops, monitors, and PC components that are expected to last for a significant period and are subject to special warranty rules.
2.3. “Distance contract” means any contract concluded without the physical presence of the parties, using electronic or other remote communication means (for example: website orders, social media orders, or phone/WhatsApp orders).
3. 14‑Day Right of Withdrawal (No Reason)
3.1. The consumer has the right to withdraw from the purchase and return or exchange the product within fourteen (14) days from the date of receipt, without giving any reason and without incurring any expenses, except as expressly allowed by law (such as actual return shipping costs in certain cases).
3.2. The 14‑day period applies to distance and in‑store purchases, unless a shorter period is set by the Consumer Protection Agency for specific product categories due to their nature.
3.3. This right is conditional on:
The product being in its original condition as received, unused and not installed or activated.
All original packaging, seals, labels, accessories, gifts, manuals and invoices being intact and undamaged.
The product not being among the categories excluded from the right of withdrawal by law or by its nature (such as custom‑made products, opened licensed software, activated digital codes or products that cannot be resold as new once opened).
3.4. If these conditions are met, the Store will refund the product price using the same payment method where reasonably possible, within a period not exceeding seven (7) days from the date of receiving and inspecting the returned product.
3.5. If the return is not due to an error by the Store (for example: change of mind or wrong selection), the Store may, in accordance with the law, charge the consumer the actual cost of return shipping, provided this is clearly disclosed in advance and does not conflict with mandatory legal protections.
4. 30‑Day Return for Defective or Non‑Conforming Products
4.1. The consumer has the right to exchange or return the product and receive a full refund within thirty (30) days from the date of receipt if the product:
Has a manufacturing defect; or
Does not conform to the specifications or description agreed at the time of purchase; or
Is not fit for its ordinary use or the specific purpose agreed with the consumer.
4.2. In these cases, the Store will bear all actual costs of shipping, inspection, repair or re‑delivery, and the consumer will not incur any additional expenses.
4.3. Subject to technical assessment, and at the consumer’s choice, the Store shall:
Replace the product with a new identical product (if available); or
Replace it with a product of equivalent specifications and value if the exact model is unavailable; or
Refund the full price paid without deduction if repair or replacement is impossible or would cause unreasonable delay or inconvenience to the consumer.
5. Durable Goods and Warranty Relationship
5.1. Under Article 22 of the Consumer Protection Law and related regulations, suppliers must guarantee durable goods against manufacturing defects for a minimum of two (2) years from the date of receipt by the consumer, without prejudice to any longer contractual warranty.
5.2. This statutory warranty covers inspection, repair, provision of original or authorized spare parts and, where required, transportation of the product for repair, as set out in the law and regulations.
5.3. If a defect reappears more than twice in a durable product during the first year from receipt, the consumer may have the right to request replacement or refund without additional costs, in accordance with the applicable regulations.
5.4. The consumer’s right to return or exchange defective or non‑conforming goods within 30 days is in addition to, and not limited by, the longer‑term warranty obligations of the supplier or manufacturer.
5.5. In accordance with Article 34 of the Law, Alfrensia ensures the availability of authorized service centers and original or approved spare parts for the products sold, for the duration of their expected life or warranty period.
6. Products Not Eligible or Restricted for Return
6.1. Without prejudice to the mandatory 30‑day rights for defective or non‑conforming products, the following products are generally not eligible for return based solely on the 14‑day “no‑reason” withdrawal, where permitted by law and given the nature of the goods:
Custom‑made or personalized products manufactured according to the consumer’s specifications, once production or assembly has started.
Software, games, operating systems, and any digital content where the license key or activation code has been revealed, downloaded, installed or used.
Products that cannot be returned after opening for hygiene, safety or technical reasons, or where opening the packaging prevents resale as new (for example, some accessories or sealed items specifically marked as non‑returnable once opened).
Products explicitly marked on the product page or invoice as “non‑returnable” due to their nature, provided such designation is consistent with the law.
6.2. Return or exchange may be refused if inspection clearly shows that damage or defect is due to misuse, negligence, improper installation or operation, unauthorized modifications, physical damage (including breakage or burning), liquid damage, or removal of serial/warranty stickers.
7. Condition of Products and Packaging
7.1. For 14‑day “no‑reason” returns, products must be returned in the same condition in which they were received, with complete packaging and all accessories, and without signs of use or installation.
7.2. For defective or non‑conforming products returned within 30 days, the consumer should, where possible, preserve the original packaging and accessories to facilitate inspection and testing.
7.3. The Store reserves the right to refuse or partially accept returns if missing parts, damaged packaging or signs of misuse are found, in a manner consistent with the law and without limiting non‑waivable consumer rights.
8. Return, Exchange and Refund Procedure
8.1. To request a return or exchange, the consumer should contact the Store through the official customer service channels indicated on the website (for example: return request form, email, phone or WhatsApp), providing:
Order or invoice number.
Product name and quantity.
Reason for return (optional within the 14‑day no‑reason period, but required for defects or non‑conformity).
Photos or videos showing the issue, where applicable.
8.2. The Store may request proof of purchase (invoice, electronic receipt or tax invoice) before processing the request.
8.3. After receiving the product, the Store will inspect it and notify the consumer of approval or rejection of the return and whether a replacement, exchange or refund will be provided.
8.4. Approved refunds will be processed using the original payment method where possible. If this is not feasible (for example, expired card), an alternative method such as bank transfer or store credit may be agreed with the consumer without charging extra fees.
8.5. Where the return is due to a defect or non‑conformity confirmed by inspection, the Store will bear the cost of collection and re‑delivery, if any.
9. Delivery Issues and Delays
9.1. If the product is not delivered within the indicated or agreed timeframe, and no alternative date is accepted by the consumer, the latter may have the right to cancel the contract and obtain a refund within the periods and conditions set by the law and its regulations.
9.2. In such cases, the Store shall refund any amounts paid by the consumer and bear re‑shipment or return costs in accordance with the legal provisions.
10. Contact and Complaints
10.1. The Store aims to resolve any return, exchange or warranty issue amicably and as quickly as possible through its customer service channels.
10.2. If the consumer believes that their rights under Law No. 181 of 2018 or this Policy have not been respected, they may, without prejudice to their legal rights, submit a complaint to the Egyptian Consumer Protection Agency or pursue their rights before the competent Egyptian courts.
Need help?
Contact us at [email protected] for questions related to refunds and returns.
