Returns, Exchanges & Refunds Policy

At First Mobile Store, we respect your rights under Egyptian consumer protection law and aim to resolve return requests clearly and fairly.

Change-of-mind returns: 14 days

Customers generally have the right to return or exchange eligible products within 14 days of receipt without giving a reason and without bearing expenses, subject to the exceptions provided by applicable Egyptian law. Legal exceptions include products that cannot be restored to their original condition due to their nature or packaging, products that are no longer in their original sale condition for reasons attributable to the customer, certain custom-made goods and other categories specified by law. Opening a package does not, by itself, automatically eliminate statutory rights.

Defective or non-conforming products: 30 days

If a product is defective, does not match the agreed specifications, or is not suitable for the agreed purpose, you may request a replacement or return and refund within 30 days of receipt, as provided by Egyptian consumer protection law. Eligible statutory defect claims are handled without additional cost to the consumer. This does not limit rights under a valid warranty or any more favorable legal protection.

How to request a return or exchange

1. Contact us through the Contact Us page and provide your order number, product name and reason for the request.
2. For damage, malfunction or an incorrect item, include a short explanation and photos or video if available.
3. We will explain the next step for collection or return and confirm the appropriate return destination. Do not send products to an address that has not been confirmed for returns.
4. Retain your invoice, accessories, included gifts and packaging where reasonably possible to help us identify and examine the product. We will not impose requirements that remove your statutory rights.

Refunds

Once a return is validated under applicable law, refunds are made using the original payment method where practicable or another lawful agreed method when the original method cannot receive a refund. For statutory defective-product claims, the supplier's applicable legal deadline will be respected. Any additional time required by a bank or payment provider for funds to appear is outside the store's direct control.

Return costs

We do not charge return, replacement or refund costs where Egyptian consumer law requires the process to be free of charge. For any other situation, we will explain a proposed arrangement before you proceed and will never apply charges that unlawfully restrict consumer rights.

Important notes

Discounted products, smartphones, accessories and appliances remain subject to statutory consumer rights. Warranty matters after the initial return period are handled under the product's applicable warranty and Egyptian law. If there is a dispute, customers may contact the Egyptian Consumer Protection Agency (hotline 19588).

For help with a return, visit our Contact Us page.