After reviewing the regulations for the Return and Refund of products, the following items have been agreed upon:
1. The customer has the right to replace or return the product and Refund its value within 30 days (thirty days) of the date of purchase if the product has a manufacturing defect, does not conform to the specifications or does not conform to the purpose for which it was contracted, and the customer must submit the purchase invoice in addition to all belongings of the device and packaging of the device, also provided that the device is in the same condition it was sold in.
2. The customer will not have the right to claim the replacement or return of the product and refund its value if there is a difference in the product’s condition between the time of delivery and the time of return; unless the customer notifies New Star that there is a difference in the product or any Product damage within 24 hours from the time of delivery by calling (the hotline 15789 – the company’s official website).
3. It takes from 5 (five days) to 8 (eight days) working days to replace or return the product, depending on the location of the customer (which covers all parts of Egypt).
4. The product that is returned or replaced must be delivered to the company’s after-sales service branch in the same condition in which it was delivered at the time of purchase.
5. After 30 days (thirty days), the consumer is not entitled to request to replace or return the product and a refund its value, but after the thirty days have passed, the customer must return to the after-sales service to submit a maintenance order for the product.
6. The amount is refunded to the customer in the same method of payment that the customer used to completion of the purchase process with the customer incurring administrative expenses at a rate of (2.5%) of the value of the device for the benefit of the electronic payment service providers.
7. In the case of installment, the amount will be refunded to the customer same method of payment that the customer used to completion of the purchase process with the customer incurring administrative expenses at a rate of (10%) of the value of the device for the benefit of the electronic payment service providers.
8. In the case of cash payment and the customer does not want the product and wants a Refund, the order will be received from the customer after confirming the purchase invoice and the status of the product, and the amount of the product will be refunded to the customer.
9. Refund and return requests shall exclude any delivery costs.
10. In case the customer violates any of the above-mentioned conditions, New Star has the right to permanently refuse to replace or return any product.
Working Days and hours: from Saturday to Thursday from 9AM to 5 P.M
Phone numbers: 01280010105 /01280010106
Address: 5 ibn sena safer square , Heliopolis
Warranty From New star the authorized agent of Arzum & Arzum okka in Egypt
1- Two years warranty for all ARZUM household electrical appliances
2- One year warranty for all coffee makers except OKKA the full Automatic machine 1 year warranty or 3000 cycles whichever comes first
Warranty Terms and Conditions:
1- The Warranty starts from the date of purchase with an invoice
2- The warranty includes only manufacturing defects and not misuse, meaning that any damaged part during the warranty as a result of manufacturing defects is replaced only for free, except for breakage or accessories (accessories belonging to the device) moving parts
3- The warranty does not include faults resulting from high or low voltage
4- The warranty does not include faults resulting from limescale deposits on the device, in the case of water boilers, coffee machines and steam irons, regardless of the type of water used
– The customer must bring the device to the maintenance center in Heliopolis for any malfunction
– The customer’s right to recover any device that has been repaired at the agent’s maintenance center shall be forfeited if it is not received within 45 days from the date the device was removed for repair.
The warranty does not apply:
1- Failure to bring the warranty certificate and it must have the authorized agent ’s stamp with the original purchase invoice
2- The presence of traces of insects or water inside the device
3- The warranty is considered void in the event of repair outside the agent’s maintenance center and in the event of commercial use or the device being used for a purpose other than those designated for it in contravention of the operation in the product catalogue.
4- In case of loss , scratch or scraping in the Warranty certificate