Return & Exchange Policy – Alexora Egypt

At Alexora, we are committed to providing our customers with the best possible shopping experience and delivering high-quality products. If you are not completely satisfied with your purchase, we are here to assist you in accordance with the following terms and conditions:

1. Return & Exchange Period

You may submit a return or exchange request within 14 days from the date you receive your order.

2. Product Eligibility Requirements

To be eligible for a return or exchange:

  • The product must be in its original condition and must not have been used, assembled, or otherwise utilized in any way.
  • The product must be returned in its original packaging, with all accessories, manuals, catalogs, and other included items in good condition.
  • The original invoice or order number must be provided.

3. Shipping & Delivery Fees

If the Return Is Due to a Product Issue

The store will cover the full shipping and delivery costs if the return is due to:

  • A manufacturing defect.
  • Damage that occurred during shipping or delivery.
  • An incorrect product being sent by the store.

If the Return Is Based on Customer Preference

The customer will be responsible for the applicable shipping and delivery fees if the return or exchange is requested based on personal preference and there is no defect or error with the product.

4. Refund

The returned product will be inspected promptly upon arrival at our facility to verify its condition and compliance with the return requirements.

If all conditions are met, the refund will be processed within 5 to 10 business days using the original payment method, including:

  • Bank transfer.
  • Electronic wallet.
  • Refund or cancellation of the card charge.

The time required for the amount to appear in the customer’s account may vary depending on the payment provider or bank.

5. How to Submit a Return or Exchange Request

To submit a return or exchange request:

  1. Contact our customer service team via WhatsApp or email.
  2. Provide a clear photo of the product and the invoice, along with an explanation of the reason for the return or exchange.
  3. Once the request is reviewed and approved, a shipping representative will be arranged to collect the product from you as soon as possible.

We recommend keeping the product and its original packaging in good condition until the return or exchange process is completed.