This Return Policy of Merchant (“Merchant”, “we”, “us”, or “our”) governs the return, replacement and repair of the Products sold on [https://consumer.huawei.com/eg-en/] (“Platform”). This Return Policy is incorporated by reference in the “Terms and Conditions of Sale” and should be read in accordance with the definitions and references contained therein.
Should there be any inconsistency between this Return Policy and the Terms and Conditions of Sale, this Return Policy will take preference.
This Return Policy is a guidance on how you can return the Products in case of withdrawal or when the Products are defective.
1 RETURN OF SEALED PRODUCTES
1.1 Once your Products purchased on this Platform are delivered, you have fourteen (14) days to decide whether or not to keep them, provided that the Products have not been opened and the packaging is in its original condition. You have a further seven (7) days to send the Products back. The former period starts after the day you receive your Products, and the latter period starts after your return request is approved by us. You will receive a return label with the “pick up” service which you can use to ship your Products back to us without any personal cost. If you don’t use the return label offered by us, you might need to cover the shipping cost by yourself.
1.2 All Products that are returned must be in the original packaging and must be returned together with all the accessories and any bundled promotion items provided together with the Products. These accessories and bundled promotion items are only provided under the condition that you keep the Products. To receive your refund, we recommend that you return the accessories and bundled promotion items in their entirety. If you are not be able to do so, you may have to pay us a proportionate compensation.
1.3 The Products which you would like to return should be without any damage; a diminished value caused by a necessary inspection is not a defect. If you cannot return the Products to us in whole, or only in a deteriorated condition, you must compensate us for their value if necessary.
2 RETURN, REPLACEMENT OR REPAIR OF DEFECTIVE PRODUCTS
2.1 If you buy the Products on this Platform and your Products are defective or turn out to be faulty, your statutory consumer rights applies. These statutory consumer rights are in addition to your rights under the voluntary Huawei’s Warranty Policy.
2.2 When the Products you purchase do not operate well or are not functional due to a manufacturing defect, you can request for return within fourteen (14) days or replacement request within thirty (30) days after your receipt of the Products. Please Contact Us and we will arrange for the faulty Product to be returned to us for evaluation. If the test result shows the Product to be defective or faulty after our inspection, we may in accordance with Egypt consumer law either repair or replace them. If no fault is found, the Product will be returned to you and we shall be entitled to charge related shipping cost from you. You can also go to or use Huawei Postal Repair Service to ship your Products to Huawei Authorized Service Center.
2.3 Please note: We also recommend you to use the original packaging when returning the products.
2.4 *Kindly note that the following issues/problems will not constitute “manufacturing defects” and will not entitle you to any repair, replacement or refund:
(a) Defects arising from normal wear and tear;
(b) Defects resulting from any unauthorised alteration or repair of the Product;
(c) Damages to the Product caused by misuse or abuse;
(d) Damage from failure to operate the Product in terms of the manufacturer’s instructions;
(e) Damage caused by operating the Products with accessories that are not from the manufacturer; and
(f) Any/all defects excluded from the manufacturer’s warranty policy.
2.5 Kindly do NOT accept delivery of any Product that is visibly damaged. Should you accept a Product and thereafter determine that the Product is damaged, kindly report this to us within twenty-four (24) hours, so that we can assess if the Product damage arose after delivery.
2.6 Faults resulting from normal wear and tear, including Products that have been damaged or altered in any way either by you, or anyone that is not our employee or the Product's manufacturer, will not entitle you to any product repair, replacement or refund.
2.7 Under no circumstances will we be held liable for any damage arising from any misuse or abuse of the Products, including any data loss whatsoever from Products returned for exchange or repair.
3 HOW TO SEND THE PRODUCTS BACK?
3.1 If you purchase your Products with a Huawei ID, you can use the following processes to submit your return request:
(a) Login to your account;
(b) Click on Orders;
(c) Choose the order you want to return;
(d) Click Return button;
(e) Choose your return reason;
(f) Fill in the necessary information for your return;
(g) Submit your return request.
3.2 If you purchase as a guest, please Contact Us to request your return.
4.1 You may cancel an order that you purchase before it is packaged. If you do so, we will initiate your refund immediately after we receive your cancellation request.
4.2 If you would like to return your Products after your receipt, we will immediately refund all payments we have received from you, including delivery charges (except for additional costs arising from your selection of a different delivery method that is more expensive than the standard delivery offered by us) no later than fourteen (14) days of receiving your return request. However, we may delay refunding you if we haven't received the Products or evidence that you've returned them. To refund you we will use the same payment method you use for your order. Once we receive your Products or evidence that you have sent it to us, a refund is initiated immediately. However, the specific time until you receive the refund also depends on your payment bank.
4.3 You are always welcome to Contact Us when you return/replace your Products. We are always well prepared for the best service for you.
Last updated: 1 February 2021