Refund policy
Return and Exchange Policy
We value our customers' satisfaction and strive to provide a smooth and transparent shopping experience. This policy explains the terms and procedures for returns and exchanges in accordance with Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations.
1. Returns and Exchanges
Customers have the right to request an exchange or return a product and receive a refund within 14 days of receiving the product, without providing a reason, subject to the exceptions stipulated under Egyptian Consumer Protection Law.
Customers also have the right to request an exchange or return and receive a refund within 30 days of receiving the product if the product is defective or does not conform to the agreed specifications or intended purpose, in accordance with applicable law.
2. Return Conditions
To facilitate the return process, please observe the following conditions:
- The product must be eligible for return under applicable law.
- The product, its accessories, and original packaging should be retained whenever possible.
- Proof of purchase, such as an invoice or order number, should be provided.
- Please contact us before sending the product back so we can arrange the return process and provide the necessary instructions.
The condition of the product will be considered when evaluating returns made without a specific reason, in accordance with applicable legal requirements. However, returns involving defective or non-conforming products will not be automatically rejected merely because the packaging has been opened or the product has been used to the extent necessary to discover the issue.
3. How to Initiate a Return
To initiate a return or exchange, please follow these steps:
- Contact our customer service team using the contact details provided at the end of this policy.
- Provide your order number and identify the product you wish to return or exchange.
- Explain the reason for the return if the product is defective or does not conform to the agreed specifications.
- Follow the instructions provided by our customer service team regarding product collection or return delivery.
We will review your request and explain the necessary steps to complete the process, while respecting the legal rights and time limits applicable to consumers.
4. Defective, Damaged, or Incorrect Products
Please inspect your products upon delivery and contact us if you discover any issues, including:
- A defect in the product.
- A product that arrives damaged.
- Receiving a product different from the one ordered.
- A product that does not match the agreed specifications or description.
Please describe the issue and, if possible, provide photos or videos showing the problem to help us review your request.
In these cases, customers are entitled to request an exchange or refund in accordance with Egyptian Consumer Protection Law. Customers will not be charged any additional costs that the store is legally required to bear.
5. Non-Returnable Products
Certain products may be excluded from the right to return without providing a reason, in accordance with the exceptions stipulated under Egyptian Consumer Protection Law and depending on the nature and condition of the product and the circumstances of the purchase.
However, the application of any such exception does not exempt the store from its legal obligations regarding defective products or products that do not conform to the agreed specifications.
If you have any questions about whether a specific product is eligible for return, please contact our customer service team before sending it back.
6. Return Shipping Costs
Responsibility for return shipping costs will be determined in accordance with applicable law and the circumstances of the return.
Customers will not be charged any expenses that the store is legally required to bear under Egyptian Consumer Protection Law, including cases where the law requires a return to be completed without additional costs to the consumer.
7. Refunds
After receiving the returned product and reviewing the request, we will notify the customer of the decision regarding the refund.
If the refund is approved, the amount will be refunded in accordance with the applicable payment method, procedures, and legal time limits.
Some refunds may take additional time to appear in the customer's account due to processing procedures followed by banks or payment service providers. This does not affect the store's legal obligations.
If you experience any issues receiving your refund, please contact our customer service team for assistance.
8. Consumer Rights
We are committed to respecting consumer rights under Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations.
Nothing in this policy limits any legal rights available to customers, including their rights to returns and exchanges in cases involving defective products or products that do not conform to the agreed specifications.
9. Contact Us
If you have any questions about our Return and Exchange Policy, or if you wish to submit a return or exchange request, you can contact us using the details below:
- Phone Number: +20 15 54404468
- Email Address: info@dinotoy.net
- Store Address: 429 n el giesh st alahram garden giza
- We are happy to assist you and answer your questions to ensure a smooth and comfortable shopping experience.