{"id":62,"date":"2026-07-25T19:55:15","date_gmt":"2026-07-25T16:55:15","guid":{"rendered":"https:\/\/sanabel.telrafie.com\/?page_id=62"},"modified":"2026-07-29T01:39:21","modified_gmt":"2026-07-28T22:39:21","slug":"refund-and-returns-policy","status":"publish","type":"page","link":"https:\/\/sanabel.telrafie.com\/en\/refund-and-returns-policy\/","title":{"rendered":"Returns, Exchanges and Refunds Policy"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">This policy explains when you can return a product, exchange it or recover its value, how to ask us to do so, and what we do in each case. It is written to be clear and direct: it separates the rights the law gives you from the customer-service commitments we add on top of them.<\/p>\n\n\n\n<div class=\"wp-block-group sanabel-help-callout is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Nothing in this policy reduces any right given to you by the applicable Egyptian consumer protection laws. Any term here that conflicts with those rights does not apply.<\/p>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">1. Scope of this policy<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This policy applies to products bought through this website by consumers. Wholesale, supply and export orders are governed by the terms agreed in writing in the quotation or contract (section 13).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. Your statutory rights<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Under the applicable Egyptian consumer protection laws, and because buying from this website is a distance contract, you have the right to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>exchange a product, or return it and recover its value, <strong>without giving reasons and without bearing any costs, within fourteen days of receiving it<\/strong>, subject to the excepted cases the law sets out (section 4);<\/li>\n\n\n\n<li>where the product is <strong>defective or non-conforming<\/strong>, have the defect remedied, the product exchanged, or the product taken back and its value refunded, <strong>within thirty days and at no additional cost to you<\/strong>;<\/li>\n\n\n\n<li>receive your refund within the period the law requires.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">These rights exist by operation of law. They do not depend on our agreement.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3. Returns and exchanges within fourteen days<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If you wish to return or exchange a product within fourteen days of receiving it without giving a reason, contact us quoting your order number. The product should be in the condition in which you received it, with its original packaging and labels intact, and must not be a product to which a statutory exception applies (section 4).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">4. Where the no-reason right of return does not apply<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Egyptian law excepts certain cases from the right to return without giving reasons, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>products whose nature, characteristics or method of packing or wrapping prevents them from being exchanged or returned, or makes it impossible to restore them to the condition they were in at the time of contracting;<\/li>\n\n\n\n<li>rapidly perishable products;<\/li>\n\n\n\n<li>products no longer in the condition they were in at the time of sale for a reason attributable to you;<\/li>\n\n\n\n<li>products made to specifications you set and conforming to those specifications.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Applying this to food products: <strong>products that have been opened or tampered with, and rapidly perishable products, are not subject to the no-reason right of return<\/strong>, for food-safety reasons and because they cannot be restored to their original condition.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>This exception never applies<\/strong> where the product is defective, unsafe, expired, damaged, leaking, not as described, or supplied in error. In those cases your rights remain in full, and we deal with them under sections 5 and 6.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">5. Defective or non-conforming products \u2014 thirty days<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If a product is defective, or does not conform to its specifications or to the description given, you have the right, within thirty days of receipt, to have the defect remedied, the product exchanged, or the product taken back and its value refunded, <strong>at no additional cost to you<\/strong>. We treat every report as deserving investigation, and we do not reject a report on the basis of the product category alone.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">6. Damaged, leaking, expired, incorrect or missing products<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We always deal with these cases, and we deal with them promptly:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>damaged or leaking on delivery<\/strong> \u2014 you may refuse the delivery, or accept it and tell us as soon as possible;<\/li>\n\n\n\n<li><strong>expired<\/strong> \u2014 we treat this as a non-conforming product and either exchange it or refund its value;<\/li>\n\n\n\n<li><strong>wrong product<\/strong> \u2014 we exchange it for the correct product or refund its value;<\/li>\n\n\n\n<li><strong>product missing from your order<\/strong> \u2014 we supply it or refund its value.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">In all of these cases <strong>you bear no costs<\/strong>, and you may choose between an exchange and a refund wherever that is possible.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">7. What we ask you to send us<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To review the case quickly we ask for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>your <strong>order number<\/strong>;<\/li>\n\n\n\n<li>a short description of the problem;<\/li>\n\n\n\n<li><strong>clear photographs<\/strong> of the product, of its outer packaging and of the printed label, including the production and expiry dates and the batch number if there is one.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">We ask for this to investigate and resolve the case and to improve on our side. It is not a condition that removes your rights: if you cannot provide a photograph, tell us and we will work through the case with you.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">8. How to request a return or an exchange<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Contact us through our <a href=\"https:\/\/sanabel.telrafie.com\/en\/contact-us\/\">Contact<\/a> page, or reply to your order confirmation email, quoting your order number and telling us what you are asking for. You will receive a ticket number; please keep it so you can follow up. We will confirm we have received your request and tell you the next step.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">9. Who pays the cost of a return<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>We bear the cost of the return, or of collecting the product from you, in every case where you are exercising a right given to you by Egyptian law.<\/strong> That includes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>a return or exchange due within the statutory period;<\/li>\n\n\n\n<li>defective, damaged, expired, leaking, incorrect or missing products.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">In those cases we arrange collection of the product from you.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Exceptionally, and as an additional service, we may accept a <strong>voluntary<\/strong> return that falls outside your statutory rights. In that case only, we may ask you to bear the cost of collection \u2014 and we will tell you so explicitly, tell you the amount, and proceed <strong>only with your agreement<\/strong>. If you do not agree, the return simply does not go ahead; nothing is charged to you. This never applies to any of the cases listed above.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">10. Exchanges and refunds<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Exchanges<\/strong> \u2014 we exchange the product for the same product where it is available. If it is not, we agree an alternative with you or refund the value.<\/li>\n\n\n\n<li><strong>Refund method<\/strong> \u2014 refunds are made using your original payment method unless we agree otherwise with you, and in the name of the person who placed the order.<\/li>\n\n\n\n<li><strong>Refund timing<\/strong> \u2014 we refund within the period required by law. The amount may take additional time to appear in your account depending on your bank or payment provider, which is a period outside our control.<\/li>\n\n\n\n<li>If you paid a delivery fee on an order whose value you recover in full under a statutory right, the delivery fee is refunded as well.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">11. Cancelling an order and refusing delivery<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Before preparation or hand-over to the delivery company<\/strong> \u2014 contact us quoting your order number and we will cancel the order and refund any amount paid.<\/li>\n\n\n\n<li><strong>After the order has gone out for delivery<\/strong> \u2014 you may refuse it at the door, and we will refund any amount paid in accordance with this policy.<\/li>\n\n\n\n<li><strong>After delivery<\/strong> \u2014 sections 3 to 6 apply according to the circumstances.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Egyptian law also allows an order placed under a distance contract to be amended within seven working days of its acceptance. Contact us as soon as possible and we will act on it as far as the stage of your order allows.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">12. Promotions and bundled products<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Where a product formed part of a promotion or a bundle sold at a single price, the whole promotion may need to be returned in order to recover its full value, where that is necessary because the effect of the promotion cannot be divided. Where the problem concerns only the defective or incorrect product, we exchange it or refund its value without affecting the rest of the promotion. This section is not used to restrict any right the law gives you.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">13. Wholesale and supply orders<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Wholesale, supply and export orders are governed by the return and exchange terms agreed in writing in the quotation or contract, which may differ from this policy, including inspection and reporting periods and the method of settlement. The distance-contract provisions written for individual consumers do not apply to purchases made for commercial or professional purposes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">14. Misuse of this policy<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We review each report on its own facts. We may ask for further information, or inspect the product, before deciding, and we may take appropriate action in cases of unusual repetition or of reports that are not accurate. This section is not used to delay or refuse any right the law gives you.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">15. Complaints and contacting us<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If you are not satisfied with how your request was handled, tell us through our <a href=\"https:\/\/sanabel.telrafie.com\/en\/contact-us\/\">Contact<\/a> page quoting your order number and ticket number, and we will review the case at a higher level. You are in every case entitled to complain to the Consumer Protection Agency through its official channels at <a href=\"https:\/\/cpa.gov.eg\/\">cpa.gov.eg<\/a> or on the hotline 19588.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">16. Updates to this policy<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We may update this policy from time to time. The date it was last updated is shown at the top of this page, and the version that applies to your order is the version published when you confirmed it.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>This policy explains when you can return a product, exchange it or recover its value, how to ask us to do so, and what we do in each case. It is written to be clear and direct: it separates the rights the law gives you from the customer-service commitments we add on top of them. &#8230; <a title=\"Returns, Exchanges and Refunds Policy\" class=\"read-more\" href=\"https:\/\/sanabel.telrafie.com\/en\/refund-and-returns-policy\/\" aria-label=\"Read more about Returns, Exchanges and Refunds Policy\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-62","page","type-page","status-publish"],"_links":{"self":[{"href":"https:\/\/sanabel.telrafie.com\/en\/wp-json\/wp\/v2\/pages\/62","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sanabel.telrafie.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sanabel.telrafie.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sanabel.telrafie.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sanabel.telrafie.com\/en\/wp-json\/wp\/v2\/comments?post=62"}],"version-history":[{"count":3,"href":"https:\/\/sanabel.telrafie.com\/en\/wp-json\/wp\/v2\/pages\/62\/revisions"}],"predecessor-version":[{"id":180,"href":"https:\/\/sanabel.telrafie.com\/en\/wp-json\/wp\/v2\/pages\/62\/revisions\/180"}],"wp:attachment":[{"href":"https:\/\/sanabel.telrafie.com\/en\/wp-json\/wp\/v2\/media?parent=62"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}