Guaranteeing a satisfactory shopping experience
Before returning an item, please check our Return conditions, stated in the questions below, to make sure your item is eligible for return.
Under certain conditions; and in accordance with the Egyptian Consumer Protection law: item(s) received from eldoctorz.com can be returned within 14 days if defective, wrong, not matching the description on website or missing parts.
If your return meets all the requirements, your returns can be initiated via our Returns Form.
Returns are easy. Simply follow the steps stated below:
· Check if your products meets all requirements
· Pack items and attach return form
· Arrange the products retrieval with eldoctorz.com
· Your return will go through quality check
· If validated you will get refunded
How much time do I have to return a product to eldoctorz.com?
All items sold on eldoctorz.com, under certain conditions, can be returned within a period of 14 days from delivery date.
Example: If I receive my product on Monday 6th, I have until next Sunday 20th to submit a return request.
NOTE: You have 14 days -from the day you received your purchase- to notify us that you wish to return an item.
We do not accept returns past 14 days of delivery. If you face this situation, we advise you to contact the manufacturer if the product has a warranty.
What are the conditions for returning an item?
Requirement for a valid procedure
- Proof of purchase (order number, invoice, etc)
- Reason for return has to be valid and return acceptance conditions met .
- Return method
- Refund method that you would like and the necessary information associated (bank account number, etc.)
- Return form returned with the product
Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once your product is retrieved we will perform a quality check.
If the quality check is successful, we will refund you according to your requested refund method. This will happen within 10 days starting from when your return request was submitted.
Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.
Frequently Asked Questions (FAQs)
When are ‘Returns’ not possible?
There are a few certain scenarios where it is difficult for us to support returns:
- Return request is made outside the specified time frame, of 15 days from delivery.
- Product is used, damaged, or is not in the same condition as you received it.
- Specific categories like innerwear, lingerie, socks and clothing freebies etc.
- Defective products which are covered under the manufacturer's warranty.
- Any consumable item which has been used or installed.
- Products with tampered or missing serial numbers.
- Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.
- Fragile items, hygiene related items.
I have changed my mind; can I return what I have bought?
If you change your mind before receiving your item, just call us to cancel your order and we will process the refund along with any shipping fees applied. If you wish to return the item after receiving it, you have up to 14days to return them, keeping the below rules in mind:
- The item is not on the Non-Returnable list.
- You can’t return Clearance Items clearly marked as non-returnable and displaying a No-Return Policy.
- Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal can be returned.
Q .How can I receive a refund if I paid by Credit Card?
If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement, depending on individual’s bank process.
I paid through Cash on Delivery, how will I receive a refund for my item?
If you have paid through Cash on Delivery (COD), the money would be refunded in the form of eldoctorz.cpm credit and will be credited to your eldoctorz Wallet balance. From your eldoctorz Wallet balance, you can either easily make new purchases on Souq.com or simply transfer the credit balance to your personal bank account. For security purposes, the name on the bank account and on your eldoctorz Wallet and Account must be the same.
What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?
· A brand-new, unused, unopened, undamaged item in its original packaging . Packaging should be the same as when it was delivered to you.