Return and exchange policy for products:
In the event that the customer wishes to return the products purchased from the site, this is done as follows
The first case: after shipping and receiving without opening the package:.
The response will be made in the following manner and stages:
Contact and communicate with us through the Contact Us page to express your desire to return the products immediately after receipt.
The site assigns a representative of one of the shipping companies to go to the customer with a bill of lading to return the products.
The site checks and inspects the returned products as soon as they arrive to us.
The site refunds the customer’s money using the same payment method, minus the shipping value and deducting 1% of the total price as administrative expenses.
The second case: After receiving and opening the package without using the products, while the products are valid and free of defects:
Contact and communicate with us through the Contact Us page to express your desire to return the products immediately after receipt.
The site assigns a representative of one of the shipping companies to go to the customer with a bill of lading to return the products.
The site checks and inspects the returned products as soon as they arrive to us.
The site refunds the customer’s money using the same payment method, minus the shipping value and deducting 2% of the total price as administrative expenses.
The third case: After receiving and opening the package and the products are damaged or broken:
Contact and communicate with us through the Contact Us page to express your desire to return the products immediately after receipt.
The site assigns a representative of one of the shipping companies to go to the customer with a bill of lading to return the products.
The site checks and inspects the returned products as soon as they arrive to us.
The site refunds the customer’s money using the same payment method without deducting any amounts in return, along with refunding the value of the first shipment of the products.
Fourth case: After receipt and use, and manufacturing defects appear within 14 days from the date of purchase
Contact and communicate with us through the Contact Us page to express your desire to return the products immediately after receipt.
The site assigns a representative of one of the shipping companies to go to the customer with a bill of lading to return the products.
The site checks and inspects the returned products as soon as they arrive to us.
The matter is dealt with in two aspects as follows:
The following stages and steps are dealt with:
The customer contacts the authorized agent to obtain a technical report on the presence of manufacturing defects to be attached to the products when they are shipped to us using the previously mentioned methods. The customer’s money is returned without any discount or the products are replaced without a new shipping cost borne by the customer.
Or the customer returns the products in the previous manner, provided that the site contacts the authorized agent directly to find out the causes of the malfunction and take the necessary measures in this regard within a period of no less than 15 days.
Second side: Products with Dubai Phone warranty
The customer ships the products using the aforementioned methods, so that the site inspects the products within Dubai Phone’s specialized maintenance center to take the necessary measures within a period not exceeding 7 days. Taking into account that the customer can communicate directly with the Dubai Phone customer service center by calling 15254 – in the previous cases. It is noted that the warranty conditions will not apply in all cases to defects resulting from misuse and misuse caused by the customer in accordance with Law No. 67 of 2006 regarding the issuance of the Consumer Protection Law in force in the Arab Republic of Egypt. In the event of a dispute over the cause of defects in the sold products, their conformity with specifications, or their purpose, the entire matter shall be referred to the Consumer Protection Agency to issue a binding decision regarding the case.
Fifth case: After receipt and use and malfunctions occur after 14 days from the date of purchase:
The matter is dealt with in two aspects as follows:
- Products with the warranty of the authorized agent: The following stages and steps are dealt with:The customer contacts the agent directly to make the necessary repairs.
- The customer returns the products to the site through the aforementioned methods, provided that the site visits the authorized agent to diagnose the fault, the method of repair, and the repair value, and informs the customer of it by email or phone, as well as the repair value at Dubai Phone’s specialized maintenance center – taking into account that the repair is within a maintenance center. Dubai Phone, without consulting the authorized agent, the product is out of the agent’s warranty – and the repair is carried out after the customer agrees to the repair cost. The product is returned shipped to the customer, and the latter pays the repair value and the shipping cost.
The second aspect: Products with a Dubai Phone guarantee: The following stages and steps are dealt with:
The customer returns the products through the aforementioned methods, so that the site visits the specialized Dubai Phone Maintenance Center to find out the cause of the malfunction, the method of repair, and the repair cost. The customer is informed by email or phone, and the repair value is reviewed after the customer agrees. The product is returned shipped to the customer so that he can pay the repair value and the shipping cost. It takes into account that the site gives the customer a one-month warranty for the spare part used in the repair, as well as the type of repair that was carried out within the Dubai Phone Maintenance Center.
