Returns, Exchange and Refund Policy

Returns, Exchange and Refund Policy

Because you are the focus of our attention, this policy of Returns, Exchange and Refund has been prepared, in order to guarantee your rights in an explained and clear way, and in case of any inquiries, please contact us.

You must read this policy carefully, and every part in this policy is not considered individually nor is it allowed to be stripped of its content, as it is closely related to all the previous and next parts, and it is not permissible to divide it or separate it from the rest.

In this policy, we explain to you your full rights and our obligations towards you, with full transparency.

Our customers can return their purchases according to the terms and conditions of the returns policy, without additional charges.

If you are not completely satisfied with what you have purchased, We apologize to you for this experience please contact us, and we promise you that we will develop ourselves according to your observation, to be satisfied with us in your next experience, God willing.

First: Know your rights

Because we care about the rights of our customers and that you should know your rights as a distinguished customer for us. Here is the Egyptian Consumer Protection Law (Law No. 181 of 2018) in this link CPA-Newlaw – القانون المصري لحماية المستهلك لسنة 2018, as it will be a reference for us in all the following items.

Second: Exchange and Return Policy:

  • According to Article (17) of the Consumer Protection Law, all TUT products that are not printed with a special or personal design can be returned within fourteen days from the date of receiving the product, provided that they are in their original condition (not used) and with full accessories and their own packaging, and with the purchase invoice.
  • We at TUT are doing our best not to sell any product that has manufacturing defects or not similar to the mentioned specifications of each product, but if a mistake happened, according to Article (21) of the Consumer Protection Law, if the products have manufacturing defects, the consumer has the right to replace them or Refund of its value within thirty days from the date of receiving the product.

Please review the product carefully upon receipt, in order to preserve your rights and our rights, and maintain packaging and accessories until you are sure of the quality of the product.

Non-returnable products.

We apologize to you as we cannot return, exchange or replace products in these cases:

    • If products have been used, destroyed, or are not in the same condition when you received them.
    • Customized products you’ve requested and customized especially for you.
    • Products that have been printed with special or personalized design according to your request.
    • If the products were designed by you on our website.
    • Products that designed by you and then requested us to print it.
    • Discounted products.
    • Products that are not in their original condition and packaging.
    • Products damaged due to misuse or showing signs of wear and tear.
  • We will check the product asked to be returned. If it became clear that there are no damages resulting from misuse, the product value will be refunded in the same way as the payment or as follows in the refund process.
  • If it is found during the inspection that the product to be returned is free of the reason mentioned in your order or the defect is caused by misuse and not a manufacturing defect, the value will not be refunded and the product will be returned to you.

Third: refund:

We will return the full value of the product as shown on the invoice, for the products that we received, after we check the product directly in the shortest available time according to official working days, and in accordance with the previous conditions and in the following cases:

  • Without reasons, within fourteen days from the date of receipt.
  • In case the product is defective or not similar to the description on our website.
  • If the reason for the return is a mistake on our part, such as wrong pricing or description etc.
  • For products that have not been delivered, you will receive a full refund if you cancel the order before it goes out for shipment.
Refund process:

We will return your money to you in any way you prefer, as follows:

    • If you pay cash on delivery, you are free to choose between one of the following methods:
      1. Keeping cash as credit in our store.
      2. Bank transfer.
      3. Postal Money order.
      4. Vodafone Cash.
      5. Orange Cash.
    • If you pay by credit card, you can choose between:
      1. Get credit in our store.
      2. Get cash back on your credit card.
    • In the event that the order is canceled before shipment and payment via credit Card, you can choose between the following methods:
      1. Get credit in our store.
      2. Get cash back on your credit card.

And according to the following periods of time.

Duration of the refund:

A cash-back order will be issued upon the arrival of the product that you returned to our warehouse and examined by our team to confirm that the product and its accessories are intact, and you will refund your money during the following period:

  • If the refund was made to your credit card, the money will refunded within thirty (30) days from the date we received the product in our warehouse, in accordance with banking procedures and official working days.
  • If the cashback is in the form of store credit, you will receive the balance within three (3) days after the product arrived in our warehouse and is checked by our team.
  • If the refund is in the form of a bank transfer, the transfer will take place within (7) official working days.
  • If the refund is in the form of a postal money order, Vodafone Cash, or Orange Cash, the transfer will take place within (5) official working days.