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.