in Betaliz E-Commerce LLCYour satisfaction is our top priority. We are committed to providing a safe and fair shopping experience, and this policy outlines your full rights to return or exchange products, in accordance with the terms of the policy. Egyptian Consumer Protection Law No. 181 of 2018 And its implementing regulations. This policy is an integral part of the site's general terms and conditions and does not prejudice any other rights guaranteed to you under the law.
1 Return terms and conditions
- Right of withdrawal (14 days): The customer has the right to return the product without giving reasons within 14 days of the date of receipt, provided that the product is in its original condition, unused, and in its original packaging with all accessories and tags.
- Manufacturing defects or non-conformity (30 days): In the event of a manufacturing defect or if the product does not conform to the specifications mentioned at the time of purchase, the customer has the right to return or exchange it within 30 days from the date of receipt without incurring any expenses.
- Start date for calculating the duration: The 14 or 30-day period begins from the date the customer signs the receipt for the actual shipment from the delivery representative, and not from the date the order is completed or shipped.
- Original state: Products that have been damaged due to misuse, modification by the customer, or have been removed from their hygienic packaging (such as opened personal care products) cannot be returned.
- Professional installation: If your service includes professional installation by the Betaliz team, the return must be requested before the scheduled installation date; and if the installation has already taken place, the return is subject to the "manufacturing defects" clause only, with Betaliz bearing the cost of dismantling the product if the defect is on their side.
٢ Non-returnable products
According to the law, there are exceptions where the right of return does not apply except in the case of a manufacturing defect, namely:
- Custom-made products: Curtains, furniture, and furnishings that are tailored or manufactured based on special measurements or specifications requested by the customer (Custom-made), as they cannot be resold to another customer.
- Consumer products: Which fall under the category of direct personal use and whose hygienic packaging has been opened.
- Customized offers: Products sold as part of a bundle or combined promotional offer whose components cannot be separated without compromising the overall value of the offer; in this case, the entire bundle must be returned.
٣ Quality control procedures and inspection
Once you contact us to request a return, we will follow these steps to guarantee your rights:
1The return request should be sent along with the order number and clear photos of the product via any of the communication channels.
2A date will be set for receiving the product from your address via our logistics partner “Bosta” within 3 working days of approval.
3After the product arrives at our warehouse, the quality team inspects it to ensure its condition within 3 working days.
4You will be notified in writing whether your return request has been accepted or rejected, with reasons given in case of rejection.
If we reject your return request because it does not meet the conditions, you have the right to request that the product be shipped back to you at your own expense, or to pick it up in person from our warehouses within 15 days of the date of notification.
٤ Shipping costs
- Error on the company's part: If the return is due to a manufacturing defect, an error in the product sent, or its not conforming to the description, Betaliz will bear all shipping and collection expenses, both ways.
- Change of opinion: If the return is based on the customer's personal desire and there is no defect, the customer bears the cost of shipping expenses to and from the destination, and it is deducted from the value of the refunded amount.
٥ Refunds (via Paymob and approved payment gateways)
We collaborate with the payment gateway Paymob And approved payment providers to ensure your money reaches you safely and transparently:
- Original method: Refunds will be issued exclusively to the same payment method you used when making the purchase (credit card, e-wallet, or bank transfer in the case of cash on delivery).
- Refund period: After your return is approved, we will transfer the funds immediately within 3 business days. However, it may take between 14 and 30 business days for the funds to actually appear in your bank account, depending on your card issuer's policy, which is beyond our direct control.
- Offers and coupons: If discounts or coupon codes are used when purchasing, only the actual amount paid will be refunded in cash, and the coupon will not be returned as a separate discount percentage.
- Payment gateway fees: Betaliz does not charge any additional administrative fees for refunds resulting from an error on its part.
٦ Partial returns and multi-product orders
If your order contains more than one product and you wish to return only a portion of it, this is possible provided that the standard return conditions apply to each individual product. If the shipment benefited from a "free shipping" offer due to the total order value, and the partial return results in the remaining value falling below the free shipping limit, Betaliz reserves the right to deduct the actual shipping cost from the refund amount.
٧ Conflicts and your right to escalate
If you are not satisfied with our decision regarding your return request, you can request a review in writing through the support channels below, and we will re-examine it within 5 business days. If the dispute persists, you have the right to file a complaint with [the relevant authority/organization]. Consumer Protection Agency Egyptian via hotline 19588 Or its official website, without prejudice to your right to resort to the competent judiciary.
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