Replacement, Return, and Refund Policy
Egyptian Hands aims to facilitate the selection of the correct spare part and to deal clearly with cases of replacement and return, without prejudice to the consumer's legally established rights.
1. Before requesting a replacement or return
- Please keep the invoice or proof of order.
- The part must be in its original condition, unused and uninstalled, and with the packaging and attachments it arrived with, as much as possible.
- It is preferable to send clear photos of the part, the packaging, and the reason for the replacement or return request before returning the shipment.
2. If the product arrives damaged or not as ordered
- Please contact us within 48 hours of receipt with clear photos of the product and the package.
- After reviewing the case, a replacement, return, or appropriate action will be agreed upon.
- If it is proven that the error is on our part or that the product arrived damaged due to shipping, we will work to resolve the case without charging the customer for costs resulting from the store's error, according to the case details.
3. Choosing an unsuitable part for the model
Stove spare parts may look similar but differ in mounting points, size, thread, or connections. Therefore, we always recommend comparing the old part and sending a photo and the device model before ordering.
If a correct part was ordered but it turns out to be unsuitable due to a difference in model or compatibility, the replacement or return request can be reviewed, provided that the part is unused, uninstalled, and in its original condition. The customer may bear the cost of return shipping and re-shipment in this case.
4. Parts that have been installed or used
The return of some parts may not be accepted after installation or use if it changes their condition or makes them unsellable in their original condition, especially parts related to gas, ignition, or internal connections. This is without prejudice to the consumer's legal rights in case of defects or non-conformity.
5. Inspection of Returns
Upon receipt of the returned part, its condition is inspected, and it is verified that it complies with the return conditions. After inspection, we will notify the customer of the acceptance of the request or what is needed to complete the procedure.
6. Refunds
- Upon approval of the return, the amount will be refunded using a suitable method or the original payment method whenever possible.
- The time it takes for the amount to appear may vary depending on the bank, payment company, or method used.
- The cost of shipping that was carried out may be non-refundable if the reason for the return is not an error by the store or a defect in the product, depending on the order status and what the law permits.
7. Replacement
A replacement with another part can be requested when the alternative is available and after verifying the condition of the returned part. Any difference in price or new shipping costs will be clarified before the replacement is processed.
8. Order Cancellation
The order can be canceled before it is handed over to the shipping company. If the order has been shipped, it will be handled according to the shipment status and the return policy after receipt or return by the shipping company.
9. Consumer Rights
This policy is regulatory and does not detract from any rights granted to the consumer under applicable Egyptian laws and regulations. In case of conflict, binding legal rights apply.
Send a picture of the old part from the front and back, and the model name or number of the stove, and we will help you narrow down your choices before ordering.
10. Contact Us
To request a replacement or return, or to inquire about the status of an existing order, contact us via WhatsApp, mentioning the order number if available.
Last updated: October 2026.