Product Retrieval Policy

Product Exchange and Return Policy

A- The customer has the right to exchange or return a product purchased from the website within 30 days of the purchase date in the event of a manufacturing defect, based on a technical report from Castle's authorized maintenance or service centers. If the 30-day period expires, the product will not be exchanged or returned for any reason. If the customer contacts customer service, they must call 17199 to file a maintenance report.

B- When returning or exchanging a product, the carton and packaging materials must be in their original condition, unopened or unused, and accompanied by all original documents (i.e., unopened or unused). If a gift is included in the purchase order, it must be returned with the device. If all attachments are not returned, the exchange or return request will not be approved. In the event of a return or exchange of a product purchased with a discount or offer, only the customer's payment will be refunded.

C- If the customer wishes to exchange or return the product even though it is not available If a manufacturing defect occurs within 14 days of receiving the product, the customer will be charged shipping costs.

1- If the device's packaging has not been opened or used and the device is still in its original condition:
The consumer has the right to request a replacement or refund within 14 days of receiving the product, provided the device does not have a manufacturing defect, provided it is in the same condition as it was purchased (i.e., unopened or unused).

In this case, the returned product will be replaced and its value will be refunded after deducting the shipping costs, and the amount paid will be returned to the customer in the same payment method. The consumer bears the shipping and return costs.

In addition, if the customer pays online via VISA/MasterCard, Vodafone Cash, or Etisalat Cash, any fees will be deducted according to the service provider's discretion.

2- If the customer orders through installment companies:
The customer will be billed according to the installment plan specified by the service provider.

3- If the customer opens the device's box:
The consumer is not entitled to exchange or return the device if the device's box is opened or used, as stated in the following cases:

A- If the nature of the product, its characteristics, or the method of packaging or wrapping prevents or changes it from being exchanged or returned, or if it is impossible to return it to the condition it was in at the time of contracting.

B- If it is not in the same condition it was in at the time of sale due to a reason attributable to the consumer.

For any complaints or inquiries, contact the number 17199

Or via email to marketing.team@elsaeedy.com