Refund and Returns Policy

Refund & Returns Policy for SouqEMS.com

Last Updated: [ October 1, 2023]

Welcome to SouqEMS.com. We are committed to providing you with the best shopping experience and ensuring your satisfaction with the products you purchase. This policy aims to clarify your rights and responsibilities regarding product returns and refunds in accordance with Egyptian laws and regulations.

1. Right of Return and Refund (Under the Consumer Protection Law)

The Egyptian Consumer Protection Law grants you the right to return the product you purchased through our website under the following circumstances:

• If the product does not match the description or specifications listed on the website.

• If there is a hidden defect or technical fault in the product that you were not aware of at the time of purchase.

• If the product is damaged or defective upon receipt.

Return Eligibility Period: You have the right to return the product in the cases mentioned above within fourteen (14) days from the date of receiving the product.

2. General Return Procedures and Conditions

• Contact Us: You must first contact us via email at [support@souqems.com] or through our customer service center at +201226118849 within the 14-day period to notify us of your wish to return the item and provide a clear reason.

• Original Condition: The product to be returned must be in its original condition, unused, and with all original accessories (e.g., box, manuals, accessories, etc.).

• Proof of Purchase: You must keep the original invoice (electronic receipt) and include it with the returned product.

• Shipping Costs: In cases of defect or non-conformity with the description, SouqEMS.com will bear the shipping costs for the returned product. In other cases (see Section 3), the customer is responsible for the return shipping costs.

3. Non-Returnable Products (Exceptions)

Products cannot be returned, replaced, or refunded in the following cases:

• Personalized Products: Such as cosmetics, underwear, and personal accessories whose original packaging has been opened.

• Perishable Goods: Such as food items and flowers.

• Products made-to-order or personalized for the customer.

• Products whose original packaging has been opened or have been used in a way that prevents them from being sold as new.

• Software, video games, films, and music where the original seal has been broken.

• If more than 14 days have passed since you received the product.

4. The Refund Process

Once we receive and inspect the returned product, we will notify you of our decision regarding your refund.

• If the return is approved: Your refund will be processed, and a credit will be automatically applied to your original method of payment within a maximum of fourteen (14) business days from the date of our approval.

• Method of Refund: Refunds will be issued using the same payment method you used for the original purchase (for example, to your credit card or bank account). We do not offer cash refunds at our premises.

5. Damaged or Defective Products upon Delivery

If you receive a damaged or defective product, please contact us within 48 hours of delivery. Please provide photos or a video clearly showing the defect or damage. We will arrange for a replacement of the product or a full refund, including any return shipping costs related to the return.

6. Cancellation Policy

You can cancel your order before it has been shipped without any fees. If you wish to cancel after the order has been shipped, the standard return and refund policy mentioned above will apply.

7. Contact Us

If you have any questions concerning this Refund & Returns Policy, please do not hesitate to contact us at:

• Email: [support@souqems.com]

• Phone: +201226118849

• Business Hours: [Sunday to Thursday, 9 AM to 5 PM]