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At El Kattan, we are committed to customer satisfaction, which is why we have provided a clear exchange and return policy that aligns with the nature of our products and consumer rights within Egypt.

Exchange and Return Period

You can request an exchange or return within 14 days from the date of receipt, provided that the product is in its original condition, unused, with all packaging, accessories, and the invoice or proof of purchase.

In case of a manufacturing defect or if the product does not conform to specifications, the customer has the right to request an exchange or return within 30 days from the date of receipt, in accordance with the Egyptian Consumer Protection Law.

Conditions for Accepting Exchanges or Returns

The product must be in its original condition and unused.
The product must be within its original packaging and with all accessories.
The purchase invoice or order number must be available.
The product must not have been damaged due to misuse by the customer.
The product must not be among those that cannot be returned for health reasons or due to their special nature after being opened or used.

Products That Cannot Be Returned or Exchanged

Used products or products that have already been installed.
Products that have been opened or whose packaging has been damaged in a way that affects their resale.
Products that have been broken or damaged due to misuse.
Products that have been manufactured or prepared based on a special request from the customer.
Products to which a legal or health exception applies, depending on the nature of the product.

In Case of a Product Defect

If you receive a product with a clear defect or one that does not match your order, please contact us as soon as possible, sending photos or a video illustrating the problem. Our customer service team will review the request and take appropriate action, whether by exchange or return.

If a manufacturing defect or non-conformity to specifications is proven, the exchange or return will be processed without any additional cost to the customer, in accordance with applicable laws.

Shipping Costs in Case of Return

If the reason for the return or exchange is due to an error by the store or a product defect, the store will bear the shipping costs.

However, if the return is based on the customer's desire without a product defect, the customer may bear the shipping or collection costs depending on the situation.