Exchange and Return Policy

LED SUN Egypt Company

LED SUN Egypt is keen to protect its customers’ rights and provide a reliable and transparent purchasing experience. The company is committed to applying the provisions of the Egyptian Consumer Protection Law No. 181 of 2018, its executive regulations, and their applicable amendments, ensuring consumer rights in replacement, return, and warranty in accordance with the law.

First: Scope of Application

This policy applies to products sold or supplied by the company, including indoor and outdoor LED displays, digital signage components and systems, and their accessories, taking into account the nature of each product, contractual terms, and statutory exceptions.

As for projects involving engineering design, custom manufacturing, installation, programming, operation, and technical services, the nature of the contract and scope of executed work shall be taken into consideration, without prejudice to any rights granted to the consumer by law.

Second: Exchange and Return Without Giving Reasons

The consumer has the right to exchange the item or return it and receive a full cash refund within fourteen days from the date of receipt, without giving reasons and without incurring any expenses, in accordance with the provisions of the law and its stated exceptions.

When applying this right, the following shall be considered:

1. Returning the item in the condition it was in at the time of sale, taking into account legal provisions related to the condition, nature, and packaging of the product.
2. Providing the invoice, purchase document, or proof of purchase to assist in verifying the transaction.
3. Inspecting the item and verifying its compliance with return requirements, without imposing additional conditions that diminish the consumer’s legal rights.

The right of exchange or return without cause does not apply in legally exempted cases, including custom-made goods manufactured according to special specifications specified by the consumer that conform to them, software programs and similar items, and other cases specified by law.

Merely opening the package is not considered an independent reason for rejecting a return request in all cases; rather, the nature of the goods, their condition, and the applicable legal exception are evaluated.

Third: Exchange and Return of Defective or Non-Conforming Products

The consumer has the right, within thirty days from the date of receiving the item, to request its replacement or return and refund if it is found to have a defect or fails to comply with specifications or the contracted purpose, in accordance with the provisions of the law.

Cases requiring inspection include, but are not limited to:

• The presence of a manufacturing defect affecting product performance or safety.
• Non-conformity of the product with the agreed technical specifications.
• A substantial shortage or discrepancy in product components compared to what was agreed upon.
• Failure of the product to perform its intended function due to a defect or non-conformity.

The customer commits to notifying the company of the nature of the issue and providing available purchase documents and technical data, enabling the company to examine the case and determine appropriate action in accordance with the law.

Upon the consumer’s request and in cases stipulated by law, the company commits to replacing or taking back the product and refunding its value at no additional cost to the consumer, within the legally designated period, using the same payment method, taking into account relevant legal provisions.

This does not prejudice the consumer’s statutory rights regarding warranty, repair, or other rights guaranteed by law.

Fourth: Products Manufactured or Custom-Made to Order

Some of the company’s projects may require manufacturing or preparing display screens and systems according to specific dimensions, resolutions, designs, or technical configurations based on customer request.

In such cases, the following shall be observed:

1. Documenting approved technical specifications and scope of work in the quotation, purchase order, or contract.
2. Verifying compliance of the product with approved specifications upon delivery or commissioning according to the nature of the project.
3. Applying the legal exception concerning custom-made goods when its conditions are met, specifically regarding return without cause.
4. Customizing or custom-manufacturing a product shall not be considered a ground for waiving consumer rights if a defect or non-conformity is proven.

Fifth: Projects Involving Installation, Operation, and Programming

For projects involving the supply, installation, programming, and operation of digital display systems, cancellation or return requests are reviewed in light of the contract nature, stage of execution, completed work, dedicated project materials, and mutual obligations of both parties.

Any request will be handled in accordance with the law and approved contract, without imposing discounts, fees, or conditions that infringe upon the consumer’s legal rights.

Execution of installation or programming work alone does not lead to the forfeiture of legal rights concerning defective or non-conforming products.

Sixth: Warranty and Maintenance

The company commits to applying declared and approved warranty terms for products, without prejudice to any minimum warranty periods or rights mandated by law for covered products.

Maintenance, inspection, and repair requests are subject to the applicable product warranty and relevant legal provisions.

Failures resulting from misuse, accidents, unauthorized modifications, or external factors are not covered by contractual warranty unless warranty terms or law state otherwise, without prejudice to statutory consumer rights.

Seventh: Procedures for Submitting Exchange or Return Requests

Customers can submit requests through the company’s official communication channels, providing the following information:

• Customer name and contact details.
• Invoice number, purchase order, or proof of transaction.
• Product name or project number.
• Date of product receipt.
• Reason for request, if related to defect or non-conformity.
• Illustrative photos or videos of the issue, if needed.

The company registers, reviews, and communicates with the customer to determine procedures for inspection, pickup, replacement, or refund, according to the situation and legal provisions.

Request submission or inspection procedures shall not suspend or reduce the legal timeframes and rights granted to the consumer.

Eighth: Financial Refunds

Amounts due to the consumer are refunded in accordance with legal provisions using the original payment method, taking into account statutory time limits for each case.

No administrative fees, return charges, or unearned deductions shall be imposed on consumers when exercising their legal right to exchange or return.

Ninth: Complaints and Consumer Protection

The company strives to handle complaints regarding products and services in a professional and transparent manner.

In the event of a dispute regarding exchange/return provisions or product defects/non-conformity, the consumer has the right to lodge a complaint with the Egyptian Consumer Protection Agency through its official channels, without prejudice to any other legal rights.

Egyptian Consumer Protection Agency:
Official Website: [https://cpa.gov.eg/](https://cpa.gov.eg/)

Tenth: General Provisions

This policy shall be interpreted and applied in consistency with Egyptian Consumer Protection Law No. 181 of 2018, its executive regulations, and their applicable amendments.

In case of any conflict between a provision of this policy and an applicable statutory provision, the legal provision shall prevail, and any clause diminishing mandatory consumer rights shall be deemed void.

LED SUN Egypt Company