Shipping, RETURN & REFUND POLICY
Elsewedy Electric – Shipping, Return, and Refund Policy
Website/Platform: Refers to Elsewedy Electric
website Supplier/Seller: Refers to Elsewedy Electric
Customer: Refers to any natural or legal person who purchases the products through Elsewedy Electric website
Products: Electrical Cables, Cable Accessories Electrical wires, electric vehicle chargers and any product of Elsewedy Electric Group
Terms: Refers to These terms and conditions with all related or incorporated policies.
Product Prices: Elsewedy Electric reserves the right to determine the prices of products on the platform and may modify such prices at any time. Any price updates shall become effective immediately upon being published on the platform, in accordance with the latest update.
Shipping Policy
1. Introduction
Elsewedy Electric (“we”, “us”, “our”) is committed to providing a reliable and transparent delivery experience for all customers across Egypt.
This Shipping & Delivery Policy describes:
· Our delivery coverage and serviceable areas
· Transit time commitments and daily delivery time windows
· Shipping fees and free-delivery conditions
· Cash-on-Delivery (COD) limits and conditions
· Delivery attempts, undelivered orders, and customer responsibilities
By using the platform or completing a purchase, you acknowledge that you have read and understood Elsewedy Electric Return and Refund Policy, which governs returns, refunds, ownership transfer, and the handling of defective or non-conforming products. You further acknowledge and agree to comply with and be bound by these Terms and Conditions.
2. Delivery Coverage
2.1. Geographical Coverage
We currently deliver to most governorates and cities across the Arab Republic of Egypt through our logistics partners.
· The majority of areas have a Delivery Time of 3–5 business days
· Certain governorates and remote areas have a Delivery Time of 5–7 business days or specific weekly delivery schedules.
A full list of serviceable areas, associated our logistics partners’ branches, Transit Times and Delivery Time windows is provided in the “Serviceable Areas & Transit Times” table available on our website and may be updated from time to time.
2.2. Non-Serviceable Areas
For operational and security reasons, some areas are currently not eligible for delivery. These include specific locations in:
· Red Sea (e.g. Shalateen, Wadi Dar Al Zaraey)
· South Sinai (Saint Catherine)
· North Sinai (e.g. Sheikh Zuweid, Al Areesh, Rafah, El Hassana, Al Qosimah, Bir El Abd, Remanah, Nakhl)
· Marsa Matrouh (El Salloum, Sidi Barrani)
The full list of non-serviceable areas is shown in the “Non-Serviceable Areas” table on our website. Orders placed to these areas cannot be fulfilled and may be cancelled.
Important Notes
· All Transit Times and Delivery Time windows are best-effort commitments based on normal operating conditions.
· Actual delivery may be affected by events outside our reasonable control (e.g., public holidays, weather conditions, traffic, security restrictions, or other force majeure events).
3. Shipping Fees
3.1. Standard Shipping Fees
· Shipping fees are calculated based on the delivery area (governorate and city/area) and will be displayed to the customer at checkout before order confirmation.
· Different areas are subject to different delivery charges according to our logistics partner’s tariffs.
4. Cash-on-Delivery (COD)
4.1. COD Availability & Limit
· Cash-on-Delivery (COD) is available in eligible serviceable areas as per our logistics partner’s coverage and internal risk controls.
· The maximum allowed order value for COD is EGP 25,000 (twenty-five thousand Egyptian Pounds).
· Orders that exceed this limit will be available via non-COD payment methods only (e.g. card payment, other approved electronic payment methods).
· In case the COD amount per shipment exceeds EGP 4,000, a 0.5% collection fee will be applied
4.2. Package Inspection at Delivery
· For COD orders, the customer may inspect the external condition of the package only before payment.
· The customer may not open, install, or use the product before completing payment and receiving it.
· Any issues related to the product after delivery (e.g. damage, defects, non-conformity) will be handled strictly in accordance with the Return & Refund Policy.
5. Delivery Attempts & Undelivered Orders
5.1. Delivery Attempts
· Our logistics partner will make up to three (3) delivery attempts to the address provided by the customer.
· Before each attempt, the customer may be contacted by phone to confirm their availability and exact location details.
5.2. Undelivered Orders
· If the shipment cannot be delivered after the third attempt due to reasons such as:
o Customer not available at the address
o Customer not answering phone calls
o Access restrictions to the delivery location
o Incorrect or incomplete address provided
o Operational or security reasons
· The order will be returned to our logistics partner and subsequently to Elsewedy Electric.
· If the customer has paid any amounts in advance for the relevant shipment, such amounts shall be transferred back to the customer’s account.
Any subsequent handling of the order (including potential cancellation and refund where applicable) will follow the provisions of the Return & Refund Policy and internal review of the case.
6. Customer Responsibilities (Address & Contact Details)
To ensure successful and timely delivery, the customer is responsible for:
· Providing a complete and accurate delivery address, including:
o Area, Street name, Building number, floor, apartment, and any relevant landmarks
o Compound or industrial site name, if applicable
· Providing at least one active mobile number and responding to calls from the courier or customer service.
· The customer is committed to maintaining the confidentiality of their login data and any use of their account.
Elsewedy Electric and its logistics partners shall not be liable for:
· Delays or failed delivery caused by incorrect, incomplete, or unclear address details; or
· Situations where the courier cannot access the delivery location and the customer does not facilitate access in a timely manner.
· Any indirect or special damages, loss of profits, or business interruption.
· Elsewedy Electric’s liability shall be limited to a maximum amount equal to the value of the product subject to the claim.
7. Shipment Tracking & Customer Support
7.1. Shipment Tracking
· Customers can track the status of their orders at any time via their profile on the Elsewedy Electric website.
· Tracking information will be updated as the order progresses through processing, dispatch, and delivery stages.
7.2. Customer Support Channels
If a customer has any inquiry or concern about their delivery, they may contact us through:
· Call Center: via the customer support hotline listed on the website; or
· Support Ticket: by raising a ticket/request via the Elsewedy Electric website (My Account / Support / Contact Us).
Our customer service team will coordinate with our logistics partner to investigate and provide updates on the shipment status.
8. Ownership, Risk & Damaged Goods
· The detailed provisions governing ownership transfer, risk, returns, refunds, and handling of defective or non-conforming products are set out in the Elsewedy Electric Hub Return & Refund Policy.
· In particular, that policy outlines:
o Return rights (14-day without reason, 30-day for defective/non-conforming products)
o Return conditions and category-specific procedures (including wires and cables testing)
o Ownership of the product shall be transferred to the customer upon full payment of the shipment value and delivery of the product to the customer by the logistics partner.
o Responsibility for return shipping fees based on the reason for return
o Inspection of returned goods and refund methods/timelines
Customers are kindly requested to refer to the Return & Refund Policy for all matters related to damaged, defective, or non-conforming products, as well as refund and replacement processes.
9. Policy Updates & Governing Law
9.1. Policy Updates
Elsewedy Electric reserves the right to update, amend, or modify this Shipping & Delivery Policy at any time. Any changes will become effective once published on our website and will apply to orders placed after the updated policy is posted.
9.2. Governing Law
This policy is governed by and construed in accordance with the laws of the Arab Republic of Egypt, and shall be applied in conjunction with the Return & Refund Policy and the general Terms & Conditions of Elsewedy Electric.
Return & Refund Policy
1. Introduction
Elsewedy Electric is committed to ensuring a transparent and reliable shopping experience. This Return & Refund Policy is established in accordance with the applicable provisions of the Egyptian Consumer Protection Law and applies to all purchases made through the Elsewedy Electric website or call center.
This policy outlines customer rights, return eligibility conditions, the return process, category-specific procedures, and refund methods.
2. Return Rights
2.1. 14-Day Return Without Reason
Customers may return any product within fourteen (14) days from the date of receipt without providing a reason, provided that all return conditions in this policy are met.
2.2. 30-Day Return for Defective or Non-Conforming Products
If a product is defective, faulty, or does not conform to its specifications or intended purpose, customers may return it within thirty (30) days from the date of receipt for a refund of the paid amount or replacement of the product according to the customer's preference.
3. Return Eligibility and Conditions
For a return to be accepted, the following conditions must be met, unless the product is defective:
- The product must be in the same condition as received and must not be opened, installed, damaged, altered, or used in any way.
- Original retail packaging, including all seals, labels, and barcodes, must remain intact.
- All manuals, accessories, spare parts, and any promotional or free items included in the original shipment must be returned.
- Products cannot be returned if the item is damaged as a result of poor possession by the customer.
- The product’s serial number and/or UPC label must not be removed, altered, or tampered with.
- Clearance or final-sale products clearly marked as non-returnable cannot be returned.
- Future product categories designated as non-returnable will not be eligible for return.
Elsewedy Electric reserves the right to reject any return request that does not comply with these conditions.
4. Return Shipping Fees
- Change of Mind: The customer is responsible for return shipping costs.
- Defective or Non-Conforming Products: Elsewedy Electric will cover return shipping costs.
5. Return Process
5.1. Online Return Request
Customers may initiate a return via their account on the Elsewedy Electric website by selecting the relevant order and submitting a return request which must include clear photographs of the product.
5.2. Call Center Assistance
Customers may contact the customer support hotline. A service representative will guide the customer to create the return request.
5.3. Post-Request Procedure
- A customer service agent will contact the customer to validate the case and confirm the return details.
- If the required photographs of the product were not attached during the online request, the customer service agent will request them during the validation call.
- The customer is obliged to submit the documents required in the previous paragraph and in case the documents are not submitted within the legally specified period for the return, the return request is considered null and void.
- A Return Request number will be issued.
- An email confirmation will be sent to the customer, including pickup details.
- The logistics partner will schedule the pickup and initiate the inbound delivery order in 3-5 business days for the major areas and 5-7 business days for the other governorates and remote areas or specific weekly delivery schedules.
6. Special Procedures for Wires, Cables & Cable Accessories
All wires, cables and cable accessories must undergo mandatory factory testing by Elsewedy Electric to verify:
- Authenticity
- Technical integrity
- Compliance with product specifications
- Evidence of cuts, tampering, or misuse
6.1. Testing Duration
Testing and authentication may require up to fifteen (15) business days.
6.2. Refund Approval for Wires, Cables and Cable Accessories
No refund shall be processed unless successful verification and approval are obtained from Elsewedy Electric’s technical team.
In all cases, the customer shall be obliged to comply with the following:
· Providing a copy of the National ID card.
· Returning the original product in the same condition as received.
The return request shall be rejected if the product is found to be:
· Tampered with
· Cut
· Used
In such cases, the rejected items shall be returned to the customer.
If the customer delivers any of the following:
· Counterfeit, fake, or unidentified-origin items
· Products that do not comply with the original specifications
Legal actions shall be taken to preserve and protect the company’s rights.
7. Refund Methods and Timelines
Refunds are processed only after the product has been received, inspected, and approved.
7.1. Credit/Debit Card Payments
Refunds will be issued to the original payment card within (14) business days from approval. Bank processing times may vary.
7.2. Cash-on-Delivery Payments
Refunds will be issued by cheque within ten (10) business days.
Bank transfer may be offered where supported.
7.3. Rejected Refunds
If a returned product fails inspection or does not meet the return conditions, the return request will be rejected and the customer will be notified through our customer service or via the customer’s email provided.
8. Replacements and Exchanges
Customers may request a replacement of the product for an approved return, provided the replacement product is of equal or higher value.
For defective or malfunctioning products, customers may choose between:
- Replacement, or
- Full refund (after investigation and approval)
Replacement availability depends on stock.
9. Non-Returnable Products
All products sold on Elsewedy Electric are currently returnable unless otherwise specified in future policy updates.
All returns remain subject to compliance with Section 3 (Return Eligibility and Conditions).
10. Customer Misuse and Fraud Prevention
Elsewedy Electric reserves the right to reject return requests or restrict account activity in cases involving misuse, abuse, or fraudulent behavior, including but not limited to:
- Frequent or excessive return claims
- Returning used, installed, or tampered products
- Returning counterfeit, altered, or non-original items
- Misrepresentation of the reason for return
- Abusive or inappropriate behavior toward customer service or logistics personnel
Accounts demonstrating such patterns may be suspended or restricted to protect the integrity of the platform.
11. Governing Law
This policy is governed by the laws of the Arab Republic of Egypt, including Consumer Protection Law.
12. Contact Information
For return assistance or inquiries:
Customer Support Hotline: 19159
Email: Ehub-care@elsewedy.com
Website: www.elsewedyhub.com
13. Assignment/Transfer: The customer may not assign or transfer their rights or obligations without Elsewedy’s prior written consent. Elsewedy may, however, transfer or assign within its group of affiliated and sister companies.
14. Full Agreement: These terms, together with the Privacy, Shipping, and Return Policies, constitute the entire agreement between the parties.
15. Amendments: Elsewedy reserves the right to amend these terms at any time. Such amendments shall become effective upon publication on the platform in accordance with the latest update.
16- Intellectual Property: All content on the Platform (text, images, logos, software and trademarks) is protected by intellectual property rights, owned by Elsewedy Electric and its use is prohibited.
17. Force Majeure: Elsewedy Electric shall not be liable for any delay or failure to perform its obligations if this is the result of circumstances beyond its control, including but not limited to: natural disasters, wars, epidemics, government decisions, or any other events constituting force majeure in accordance with law.
18. Products and specifications may be subject to change, and Elsewedy Electric company reserves the right to modify or discontinue any part of the Services at any time and become effective when posted on the Platform in accordance with the latest update.