Refund policy
Ecomatic Return & Exchange Policy
This policy applies to purchases of Ecomatic appliances made through our official showrooms within the Arab Republic of Egypt.
Its purpose is to clarify your rights and explain how to request an exchange or return in a simple and transparent way.
Quick Summary
Returns: Within 14 days from the date of purchase.
Exchanges: Within 30 days from the date of purchase (in case of a manufacturing defect).
Main Conditions:
-
The product must be unopened, sealed, and in brand-new condition as received.
-
The original invoice must be presented.
-
The procedure must be completed at the same branch of purchase.
If the purchase was made from a distributor or retailer, the return or exchange must be processed through the same point of sale.
All other services — installation, warranty activation, maintenance, or after-sales — are handled directly by Ecomatic, even if the product was purchased through a distributor.
All requests are processed through the Ecomatic hotline: 15040.
1) Scope of Application
This policy applies exclusively to purchases made from Ecomatic’s official showrooms in Egypt.
If purchased from an authorized distributor or retailer, please refer to their own return/exchange policy.
However, all after-sales and warranty services remain under Ecomatic’s official channels.
2) Return Conditions (Within 14 Days)
Customers have the right to request a return within 14 days from the invoice date, provided that:
-
The product is in its original condition, unused, and has not been tested, installed, or operated.
-
The original packaging is sealed, with all manuals, accessories, and components intact and properly arranged as received.
-
The original tax invoice is presented.
-
The request is submitted through the same showroom of purchase and passes a quick technical inspection to confirm condition.
After-sales or warranty inquiries are handled via the hotline 15040, while return requests are only processed at the original branch of purchase.
Important Note for Built-In Appliances:
Opening the box, attempting installation or operation, or removing protective stickers is considered “usage.”
This disqualifies the product from being classified as “new” and therefore not eligible for return.
Such cases are handled through the warranty and after-sales service if a defect exists.
3) Exchange Conditions (Within 30 Days)
Customers may request a product exchange within 30 days from the invoice date, under the same conditions stated in the Return Policy (new, unopened, sealed, original invoice, same branch), and after contacting the hotline 15040.
4) Cases Not Eligible for Return or Exchange
Requests will not be accepted in the following cases:
-
The product has been opened, installed, operated, or shows any signs of use.
-
Missing accessories, manuals, mounting kits, or damaged packaging that prevents resale as new.
-
Scratches, cracks, or damages caused by transport or improper handling after delivery.
-
Consumable items (e.g., filters, lamps) that have been opened or used.
-
Products sold under final clearance or “non-returnable” promotions (if applicable).
5) Manufacturing Defects
If a manufacturing defect is suspected, an official Ecomatic technician will inspect the product.
If the defect is confirmed before installation or use, one of the following actions will be applied according to the service report:
-
Repair,
-
Exchange, or
-
Refund — following the applicable procedures.
If the product has been installed or used, the warranty and after-sales repair policy will apply instead.
6) Steps to Submit a Return or Exchange Request
-
Visit the same showroom where the purchase was made, bringing the original invoice and the product sealed in its packaging.
-
A quick technical inspection will be conducted to verify eligibility.
If approved:
-
Return: The order will be cancelled, and the refund will be issued through the same payment method.
-
Exchange: Any price difference (if applicable) will be settled according to the official price at the time of processing.
Processing Time: 5–14 business days, depending on the payment method or bank.
7) Refunds and Shipping Fees
-
No restocking fees apply when all conditions are met.
-
If the return or delivery is handled via a courier service, the customer bears the two-way shipping cost — unless a manufacturing defect is confirmed, in which case Ecomatic covers the shipping according to the service report.
8) Purchases from Distributors or Retailers
Returns and exchanges must be handled directly through the same seller and according to their policies.
However, installation, warranty activation, and after-sales services remain under Ecomatic.
Customers can contact us for safe installation and warranty activation during working hours via the hotline 15040.
9) Installation & After-Sales Services
Built-in appliances require proper preparation before installation to ensure safety and long product life.
For any installation, technical visit, or warranty activation, please contact the hotline 15040
(Saturday to Thursday, 9:00 AM – 5:00 PM) or reach us via Ecomatic’s official WhatsApp channels.
10) Quick Questions
Can I return from another branch?
No. Returns or exchanges must be processed through the same branch of purchase.
I bought from a distributor — who do I contact?
For returns or exchanges: contact the distributor directly.
For installation, warranty, or maintenance: contact Ecomatic via the hotline 15040.
I lost my invoice — what should I do?
The process cannot be completed without the original invoice.
Contact Information
Hotline: 15040
Working Hours: Saturday – Thursday | 9:00 AM – 5:00 PM
WhatsApp Service: Through Ecomatic’s official communication channels
This policy aligns with the standard practices of the Egyptian market.
Ecomatic reserves the right to update the policy periodically to enhance service quality and ensure transparency.