Your exchange, return and refund rights

This policy explains how iMedia Stores handles cancellations, exchanges, returns, refunds, defective products, and warranty requests for purchases made through our website and branches in Egypt.

1. Scope and proof of purchase

This policy applies to consumer purchases from iMedia Stores in Egypt. To help us locate and verify the transaction, please provide reasonable proof of purchase, such as the original invoice, electronic receipt, or website order number. The absence of a paper invoice does not remove any method of proof available to the customer under applicable law.

2. Cancelling an online order before dispatch

You may request cancellation before the order is dispatched. If the order has already entered shipping or has been delivered, the request will be handled under the return rules below. A cancellation is not final until confirmed by iMedia Stores.

3. Change-of-mind returns within 14 days

Subject to lawful exceptions, you may exchange an eligible product or return it for a refund without giving a reason within 14 days from the date you receive it.

Opening the courier’s outer shipping carton solely to identify the delivered product is not the same as opening the product’s factory packaging. The product should include its original packaging, manuals, accessories, complimentary items, and promotional gifts. If the factory package or seal has been opened and the nature of the product makes it impossible to return it to the condition in which it was sold, the lawful exception may apply.

For an online change-of-mind return, the customer bears the actual return shipping cost unless the offer or applicable law provides otherwise. Products may also be delivered to the return location instructed by our support team.

4. Defective, damaged, incorrect, or non-conforming products

If, within 30 days of receipt, a product is defective, does not conform to the advertised or agreed specifications, does not meet the purpose for which it was contracted, arrives materially damaged, or is different from the product ordered, you may request an exchange or a return and refund in accordance with applicable law.

In these cases, iMedia Stores bears the reasonable return and replacement shipping costs. If an identical replacement is unavailable, we will offer the remedy required by law, which may include a suitable replacement accepted by you or a refund.

5. Products that may not qualify for a change-of-mind return

To the extent permitted by law, a change-of-mind return may be unavailable where:

• the product is no longer in the condition in which it was sold for a reason attributable to the customer;
• the product has been used, tested, powered on, activated, registered, paired, configured, installed, connected to an account or network, or loaded with customer data and can no longer be returned to its original sale condition;
• the product’s nature, characteristics, factory packaging, tamper-evident seal, or hygiene seal makes it impossible to return it to its original sale condition after opening;
• the product was made, configured, engraved, cut, or ordered to customer-specified requirements and conforms to those requirements;
• a digital code, software licence, prepaid or top-up card, subscription key, or similar product has been revealed, delivered, redeemed, or activated;
• sealed earphones, personal-care products, or other hygiene-sensitive products have been unsealed;
• a screen protector or another consumable installation service has been completed and the product is not defective;
• the product is otherwise excluded from return by a mandatory legal rule.

These exceptions do not prevent a valid claim where the product is defective, incorrect, or non-conforming.

6. Electronic devices and technical inspection

An electronic device reported as defective may require technical inspection by iMedia Stores, the manufacturer, or an authorized service center to identify the defect and distinguish a manufacturing fault from accidental damage, liquid exposure, unauthorized repair, software modification, misuse, or physical damage.

An initial technical report is normally expected within 3 to 7 business days, depending on the authorized service provider and the product. Inspection does not cancel or postpone the customer’s mandatory rights, and an authorized-agent report will not be used to deny a valid claim contrary to law.

After the first 30 days, warranty service is generally handled through the applicable authorized service center or the process stated on the invoice, warranty card, or product page, without prejudice to iMedia Stores’ statutory obligations.

7. Product and manufacturer warranty

The manufacturer’s or authorized agent’s warranty period and service route vary by product and will normally appear on the product page, invoice, packaging, or warranty card. Warranty requests are handled according to the terms applicable to the specific product and the procedures of the authorized service provider.

This policy does not replace, extend, or reduce the manufacturer’s stated warranty, and it does not reduce any mandatory consumer right that applies to the particular product under Egyptian law.

8. How to request a return or exchange

1. Contact us using the email address or telephone number below and provide the order number or other proof of purchase.
2. State the requested remedy and describe the reason. For damage, defect, or an incorrect product, include clear photographs or video where reasonably available.
3. Wait for the return instructions and approved receiving location before sending a product by courier.
4. Pack the product securely with all accessories, manuals, serial labels, complimentary items, and promotional gifts originally supplied.
5. After receipt, the product will be checked and the exchange, refund, or warranty route will be confirmed.

9. Preparing a device containing personal data

Before returning a telephone, tablet, computer, storage device, watch, camera, or another connected device, back up your data, sign out of personal accounts, remove passwords and activation locks, disable services such as Find My or equivalent device locks, and remove SIM cards, memory cards, and personal accessories. Do not send passwords, one-time codes, or complete payment-card details to iMedia Stores.

iMedia Stores is not responsible for customer data left on a returned device to the extent permitted by law. If a lock prevents inspection or processing, we may ask you to remove it through a secure method.

10. Shipping responsibility

• Defective, damaged, incorrect, or non-conforming product: iMedia Stores bears the reasonable return and replacement shipping costs.
• Eligible change-of-mind online return: the customer bears the actual return shipping cost unless a promotion, contract, or applicable law provides otherwise.
• Inadequate return packaging: the customer may be responsible for new damage caused by inadequate packing or by using a return method contrary to the provided instructions.

11. Refund method and timing

An eligible refund is made using the original payment method unless another lawful method is agreed. For an eligible online distance-sale return, iMedia Stores initiates the refund no later than seven days after receiving the returned product. The bank, card issuer, payment gateway, or finance provider may require additional processing time before the amount appears in the customer’s account.

For cash-on-delivery payments, we may request verified bank or wallet details through a secure channel. Refunds reflect the amount actually paid after discounts. Where a returned purchase included a bundle, complimentary product, or promotional gift, those items should also be returned; otherwise, their disclosed value may be considered to the extent permitted by law.

Installment or finance transactions are also subject to the processing procedures of the finance provider. Any fee treatment must follow the provider agreement, the disclosures made before purchase, and applicable law.

12. Screen protectors and installation

Please inspect an installed screen protector before leaving the branch. Screen protectors are consumable products and curved-screen protectors can be more sensitive to lifting when used with an incompatible case. A completed installation is not normally eligible for a change-of-mind return, but this does not exclude a valid claim relating to a defective product or defective installation under applicable law.

13. Contact and return support