Refund and Returns Policy

At المصطفى كول, your satisfaction is our priority. We are committed to providing you with the highest quality air conditioning units. This policy outlines our procedures for returns and refunds, in compliance with Egyptian consumer protection regulations.

1. General Return Eligibility (The Cooling-Off Period)

You may return most unused items purchased from AL-Mostafa Cool within 14 calendar days from the date of delivery.

Conditions for Eligibility:

• The item must be in the same condition that you received it.

• The item must be in its original packaging, complete with all accessories, remote controls, manuals, and warranty cards.

• The item must be unopened and uninstalled.

🛑 IMPORTANT NOTE for AC Units: Due to the technical nature of air conditioning units, any AC unit that has been installed or shows signs of installation or use cannot be returned for a simple change of mind. A unit becomes returnable only if it is proven defective (see Section 3).

2. Non-Returnable/Non-Refundable Items

The following items are generally excluded from our standard 14-day return policy unless they are defective:

• Installed AC Units: Units that have been installed by any party (AL-Mostafa Cool or a third-party technician).

• Items without Original Packaging: Any product missing its original box, seals, or protective materials.

• Services: Installation fees, maintenance costs, or delivery charges (these are typically non-refundable once the service is rendered).

3. Dealing with Defective or Damaged Products

If you receive a product that is defective, damaged upon arrival, or fails to operate according to the manufacturer’s specifications, you are entitled to full protection under Egyptian Consumer Law.

Reporting a Defect:

• You must notify us immediately or within a maximum of 30 calendar days from the date of delivery.

• Upon confirmation of the defect by our technical team or the authorized service center, we will offer one of the following solutions:

  • Repair: Immediate and free repair of the unit.

  • Replacement: A brand-new replacement unit of the same model.

  • Full Refund: A complete refund of the purchase price.

• Cost Responsibility: AL-Mostafa Cool will bear the cost of collecting and replacing/repairing any unit confirmed to be defective.

4. The Refund Process

Once your return is received and inspected, we will send you an email or SMS notification confirming the approval or rejection of your refund.

• If Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment (or bank account, if cash on delivery) within 7 to 14 working days.

• If Rejected: We will contact you to explain the reasons for the rejection, and the item will be shipped back to you at your expense, or held for collection.

5. How to Initiate a Return

To start a return or report a defective item, please follow these steps:

1. Contact Us: Email our Customer Support team at [Insert Company Email Address Here] or call us at [Insert Phone Number Here].

2. Provide Details: State your Order Number and the Reason for Return (e.g., “Change of Mind,” “Defective Unit”).

3. Await Confirmation: Our team will provide you with specific instructions and the necessary documentation for the return shipment.

For any further questions regarding our Refund and Returns Policy, please do not hesitate to contact our Customer Service team.