We are committed to providing high-quality products and exceptional services. To ensure your complete satisfaction, we outline our return and exchange policies, which comply with the Egyptian Consumer Protection Law No. 181 of 2018.
Right of Return (Right of Withdrawal)
You have the right to return a product within 14 days from the date of receipt without stating any reasons, provided that the product is in its original condition, in its original packaging, unused, and with all accessories and the purchase invoice.
* Exceptions: This right does not apply to products that have been installed or used, or to spare parts whose packaging has been opened or used.
Conditions for Return and Exchange
* Defective or Non-compliant Product:
* In the event of a manufacturing defect in the product, or if the product does not match the advertised specifications, you have the right to exchange or return it within 30 days from the date of receipt.
* The store will bear all shipping and return costs in this case.
* Normal Return (Right of Withdrawal):
* The product must be in its original condition, unused, and not installed.
* It must be accompanied by all its accessories, original packaging, and any promotional gifts (if any).
* The customer is responsible for the return shipping costs.
Return and Exchange Procedures
* Contact Us: You must inform us of your desire to exchange or return the product through our available communication channels ( phone:+201020103232 , email : sales@souqelfalater.com), clarifying the reason for the request and the order number.
* Product Inspection: After receiving your request, we will arrange for the product to be collected from you to be inspected and ensure it meets the return or exchange conditions.
* Completion of the Process: Upon approval of your request:
* For a return: The amount paid will be refunded to you using the original payment method within 14 business days from the date of approval.
* For an exchange: The replacement product will be shipped to you.
Special Policy for Maintenance and Repair Services
* Maintenance and repair services come with a warranty on the spare parts used for the repair (the warranty period varies by part).
* The cost of inspection, parts, and labor will be determined before starting any repair work, and the customer’s approval is required.
* Inspection or maintenance fees cannot be refunded after the service has been rendered.
Specific Clarification on Store Type

We are a Multi-Vendor Store
* Souqelfalater operates as a platform that connects sellers (vendors) and customers.
* Seller’s (Vendor’s) Responsibility:
* Each seller is fully responsible for their products, including their quality, availability, and their own warranty policies.
* Each seller must adhere to the return and exchange policies mentioned above.
* Platform’s (Store’s) Responsibility:
* The platform’s responsibility is limited to facilitating communication between you and the seller.
* The platform ensures that all registered sellers comply with the Egyptian Consumer Protection Law.
* In case of any dispute, the customer can contact the store’s customer support for assistance in resolving the issue with the seller.
Note:
* Installed or Used Products: Cannot be returned or exchanged unless there is a clear manufacturing defect or they do not comply with the basic specifications.
* Warranty: All products we offer come with a manufacturer’s warranty against manufacturing defects, and the terms and conditions of each product’s warranty apply.
* Right of Withdrawal: The store must be notified within 14 days of the date of receipt.
* Water Filter Issues: These are not considered manufacturing defects and will be handled through our maintenance service.
You can always contact our customer service team for any additional details. We are here to serve you!