Frequently Asked Questions (FAQs)

• I received a defective/damaged item, can I get a refund?

          In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact within 3 days from the date of receiving it. Once we receive the returned item, we will inspect it to confirm that the items are defective or damaged, we will process the refund along with any shipping fees incurred within a week as of the date you requested the return.

• I received a wrong item, how can I return it?

          In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. You should contact us within 3 days from the date of receiving it. Once we receive the returned item, we will process the refund within 14 days.

• When are ‘Returns’ not possible?

           There are a few certain scenarios where it is difficult for us to support returns:

1. Return request is made outside the specified time frame, of 3 days from delivery, or 14 days for defective items.
2. The product is used, damaged, or is not in the same condition as you received it.
3. Defective products which are covered under the manufacturer's warranty.
4. Any consumable item which has been used or installed.
5. Products with tampered or missing serial numbers.
6. Anything missing from the package you've received including price tags, labels, original packing, freebies, and

accessories.

• I have changed my mind; can I return what I have bought?

          If you change your mind before receiving your item, just call us to cancel your order and we will process the refund along with any shipping fees applied. If you wish to return the item after receiving it, you have up to 3 days to return them, keeping the below rules in mind:

1. You can’t return Clearance Items clearly marked as non-returnable and displaying a No-Return Policy.
2. Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with their Original Seal can be returned.
3. Non-refundable shipping fees will be applied, and extra handling fees may be applied

• What are the items that cannot be returned?
  
  1. Clearance items clearly marked as such and displaying a No-Return Policy
  2. Also, any consumable items that are used or installed cannot be returned; As outlined in Consumer Protection Law and Its Executive Regulations and concerning section on non-returnable items.

• How long does it take the courier to collect the returned items?

           Typically, a Courier representative will contact you within 3-5 days from the day you requested a return.

• Can I schedule time with the courier to return an item?

          At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.

• Can I return my item after 14 days?

          There may be situations in which you were not able to return items within the 14 days, in such cases please contact our Customer Service Team, or through the Contact Us page to file a complaint. Complaints are handled on case-by-case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.

• How can I receive a refund if I paid by Credit Card?

          If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement or Cash U, depending on individual’s bank process.

• I paid through Cash on Delivery; how will I receive a refund for my item?

          If you have paid through Cash on Delivery (COD), the money would be refunded in the form of Espresso Club Egypt credit and will be credited to your Espresso Club Egypt Wallet balance. From your Espresso Club Egypt Wallet balance, you can easily make new purchases on Espresso Club Egypt

• Can I Replace or Exchange an item rather than a refund?

           Yes, you can. In some cases, extra delivery fees will be applied; however, you can still return an item and receive a full refund.

• I lost the Original Packing in which I received the item, how can I still return it?

         We accept the return of items only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it, however, in this case, please check the Help Center for more information.

• What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?

          A brand-new, unused, unopened, undamaged item in its original packaging. Packaging should be the same as when it was delivered to you.

• Can I return an item through my courier company or personally drop it anywhere?

           Yes, you can, kindly contact us for more information.

• Who pays for the shipping charges when I return an item?

          You can return an item for free within 3 days from the delivery date, 14 days for defective and not fit-for-purpose items, whereby Alvaiolet covers all the shipping charges. Kindly Also Check the Return procedure at the top of this section.