Refund policy

Return and Exchange Policy According to Egyptian Law and Consumer Protection Agency Policies

In the context of consumer rights protection, return and exchange policies in Egypt are primarily governed by the provisions of Consumer Protection Law No. 181 of 2018 and its executive regulations, under the guidance and supervision of the Consumer Protection Agency.

Legal Basis for the Right to Exchange and Return

Egyptian law grants the consumer the right to exchange or return the product in the following cases:

• Existence of a Defect in the Product (Legal Grounds): If a defect appears in the product that reduces its value or utility, or if it does not conform to the agreed-upon description or specifications.

• Non-Conformity with Display or Description: If the delivered product differs from the specifications, displayed model, or what was agreed upon at the time of purchase.

Permissible Timeframes (Grace Periods)

The law and its executive regulations have specified precise periods for exercising this right:

• Durable Goods (e.g., electrical and electronic appliances): 14 days from the product receipt date.

• Non-Durable Goods (e.g., clothes, shoes, furniture): 7 days from the product receipt date.

Important Note: The seller and the consumer have the right to agree on a period longer than these, but they cannot agree on a shorter period.

Conditions for a Valid Exchange or Return

For your request to be accepted, the following conditions must be met:

• The Product is in its Original Condition: It has not been used, damaged, or had its brand tags/labels removed.

• Possession of the Original Purchase Invoice: This proves the date, place of purchase, and the amount paid.

• Original Packaging: It is preferable to keep the product in its original packaging with all accessories (warranty card, manuals, cables, etc.).

• The Grace Period Has Not Expired: The request is submitted within the legally specified or agreed-upon period.

• Return Shipping Costs: In case of a defect or non-conformity, the commercial establishment (seller) bears all return and shipping costs.

• Consumer Options: Once a defect or non-conformity is proven, the consumer has the right to choose one of the following alternatives:

  • Replace the product with an identical one.

  • Repair the product without bearing any costs.

Return and Exchange Policy for Azzam Watches

At Azzam Watches, we are committed to implementing the provisions of Egyptian Consumer Protection Law No. 181 of 2018 and its executive regulations, guaranteeing you, our valued customers, all your rights.

Cases Eligible for Exchange or Return:

• Existence of a Manufacturing Defect or Fault: If you discover any defect in materials, manufacturing, or assembly (e.g., issues with the watch movement - quartz or automatic, flaws in polishing, enamel defects, problems with the crown or buttons).

• Non-Conformity with Description or Specifications: If the delivered product differs from the specifications or images displayed on the website (e.g., dial color, metal type, strap color, hand design).

• Delivery of the Wrong Product: If you receive a watch that is completely different from the model you ordered.

Legal Grace Period for Exchange or Return:

• 14 days from the date you receive your order.

  • Note: This period is longer than the legal minimum for durable goods, reflecting our additional commitment to your satisfaction.

 Returns & Exchanges – International Special Orders

Products procured through a special international order—specifically sourced from outside the Arab Republic of Egypt to fulfill a customer request—are designated as Final Sale.

These items are not eligible for return, refund, or exchange based on change of mind, sizing, or color preference. This policy is necessitated by the logistical complexities and non-recoverable costs associated with international procurement, including customs duties, import taxes, and specialized shipping.

Applicability: This condition applies explicitly to items not held in local inventory and requires explicit external sourcing to complete the order.

Note: This policy does not affect the customer's statutory rights concerning defective or non-conforming goods. Manufacturer warranties, where applicable, remain valid through the designated international warranty process.

Essential Conditions for Accepting an Exchange or Return

To ensure your request is processed smoothly, please ensure the following conditions are met:

• The watch is in its original, unworn condition: It must not have been worn or used and must be free from any scratches, damage, or signs of use.

• All accessories are intact and unopened: This includes:

  • The original box/case.

  • International warranty cards (without any details filled in).

  • User manuals and guides.

  • All original tags, stickers, and plastic protective coverings.

  • The original invoice.

• The request is submitted within the specified period (14 days).

• In cases of defect, non-conformity, or incorrect delivery: We bear all shipping and return costs, and we will send our representative to pick up the watch from your address at no extra cost to you.

• Your options as a customer: In these cases, you can choose:

  • Replacement of the watch with the same model.

  • Exchange the watch for a different model (with settlement of any price differences).

  • Return the watch and receive a full refund.

Cases Where Exchange or Return Does Not Apply

Please be aware that the right to return or exchange does not apply in the following cases, according to the law and our policies:

• Made-to-Order or Customized Products:

  • Wristwatches specially commissioned: This includes any modifications to the standard design based on a customer's request, such as:

    • Engraving of names, initials, or special graphics.

    • Changes to the dial color or strap type from what is available in stock.

    • Any other modifications that make the product personal and unsuitable for sale to other customers.

  • These products are not eligible for return or exchange unless they have an original manufacturing defect.

• Product Misuse or Damage.

• Expiry of the 14-day period.

How to Request an Exchange or Return

• Contact Us: Reach out to customer service via the email address or dedicated phone number listed on azzamwatches.com.

• Provide Your Information: Supply your order number and a clear description of the issue (preferably with photos or video).

• We Will Assess the Request: Our team will review your request and contact you within 48 business hours to confirm eligibility and arrange for product collection.

To protect your rights, we always advise you to:

• Inspect the watch immediately upon receipt to ensure it matches the specifications and is free from defects.

• Keep the original invoice and all product accessories in a safe place.