Return Policy

Applicability of the return policy

This return policy is applicable for customers purchasing the products from seller listed on www.elwokala.com or elwokala mobile application (together referred as “Elwokala Platform”) under the section of Elwokala or Minutes (together referred to as “Elwokala”)

Products eligible for return

A. Elwokala section

Elwokala offers returns for products within fifteen (15) days of receipt of the shipment to you if the product is eligible for return. Products that are eligible for return have the - “Enjoy hassle-free returns with this offer” tag under offer details. Products that are not eligible for return cannot be returned under any circumstances. A product will not be accepted as returned until it has been notified to the customer that it is accepted for return.

It may take up to one week based on your location for a product to reach us once you return it. Once the item reaches our fulfillment center, allow for up to two (2) business days for us to receive and process your returned product. After the return is processed, it may take up to seven (7) to fourteen (14) business days for the refund to get credited to your credit card or your elwokala wallet if you paid in cash. Your refund is subject to the condition of the returned product.

Products eligible for returns will only be accepted under the following conditions:

Electronics and Mobiles

The product must be returned with the original packaging, sealed, and unopened.
If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you unless there is a manufacturing defect.
If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must also be returned.
Elwokala has the right to determine if the item is to be repaired, returned to the customer or refunded.

Beauty and Health

Hair and personal care, vitamins-dietary supplements and sports nutrition products are not eligible for return.
Beauty (Cosmetics, Skin Care, etc.), fragrances and Health products that are opened or used will not be accepted.

Fashion

Apparels such as underwear, lingerie, swimwear, bra, socks & tights are not eligible for return.
Apparel products are eligible for return only if they are unused, unworn, unwashed, undamaged, with all their labels and tags completely intact, in original packaging.
Footwear, eyewear, watches, bags & luggage must be returned in their original packaging with all tags completely intact.

Home & Kitchen

Furniture and large home appliances are not eligible for return.
Home decor products are accepted for return only if the product is unopened, free from any damage and must be in the original packaging.
Unwrapped bedding products will not be accepted for return.
Products that have been used, altered, assembled, or installed will not be accepted unless they are defective.

Sports & Outdoors

Products eligible for return can be returned only if the product is not used and is in the original packaging.

Toys & Games

Dressing up costumes are non-returnable
Toys and Games that are used, activated or missing parts will not be accepted for return

Baby Products

Hygiene-related products, feeding & training accessories, diapers and accessories, bath care, and medical treatment products are not eligible for return.
Baby products eligible for return must be returned with the original packaging, sealed, and unopened.

Grocery

All Grocery items are non-returnable.

Automotive

The product must be returned with the original packaging, sealed, and unopened.
If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you unless there is a manufacturing defect.
If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must be returned too.

Tools & Home Improvement

The item must be returned in its original condition, including all original packaging and materials (manuals, accessories, etc.)
Any item which is used or damaged will not be accepted for return.

Books

Books that are eligible for return will only be accepted if unused, not torn, or damaged, and in their original condition.

Pet Supplies

Products that are eligible for a return, unused, and in the original packaging can be returned. It must be in the same condition as the customer received it.
Perishable goods such as food treats and supplements cannot be returned.

Stationery & Office Supplies

The item must be returned in its original condition, including all original packaging and materials (manuals, accessories, etc.)
Any item which is used or damaged will not be accepted.

General conditions applicable to all returns

Elwokala shall, at their sole discretion, reserve the right to decline any item(s) which is returned by the customer after the purchase, if the item(s) do not meet the guidelines or conditions in relation to returns (“Rejected Item”). The customer shall not be entitled to a refund for the Rejected Item(s). When an item is deemed as a Rejected Item, at any stage after the return, by elwokala, we will make two (2) attempts to deliver the Rejected Item(s) back to the customer. In case both attempts of delivery are unsuccessful, we will only hold the Rejected Item(s) for three (3) business days in our delivery hub. The customer can raise a request for the Rejected Item(s) to be delivered to them with our customer care team within seven (7) business days of the last notified delivery attempt.

If the Returned Item(s) is undelivered to the customer on the first two (2) attempts, we will share three (3) reminder emails and three (3) call attempts to inform the customer of the return. If the customer reverts on email or via call and requests for a return within seven (7) calendar days of the first communication, we will make a 3rd attempt for delivery. If the customer does not respond to these reminders or does not wish to receive the product(s), the Rejected Item(s) will be disposed of and elwokala will not be liable for a refund of the amount.

B. Elwokala in Minutes section

Products falling under categories (as covered below) and having the tag of -”Returnable”, will be accepted for return by Elwokala within the specified return period and subject to fulfillment of the terms and conditions mentioned herein.

Categories in which products are accepted for return

(1) Electronics and Mobiles (2) Beauty and Health (3) Home and Kitchen (4)Sports and Outdoor (5) Toys and Games (6) Baby Products (7) Automative (8) Tools & Home Improvement (9) Pet Supplies (10) Stationery & Office Supplies.

Terms and conditions for accepting returns

The product must be returned with the original packaging, sealed, and unopened.
If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you.
For all the products having warranty tag- refer to seller warranty or manufacturing defect of the products, customer will have to contact directly to the service center of the seller/manufacturer, as the case may be, such products are not accepted for returns by Elwokala.
A product will not be accepted as returned until it has been notified to the customer that it is accepted for return.

Only the products covered in above categories will be considered for return. Products falling under other categories such as perishable items, grocery, food items etc are not eligible for return.

Return window

Unless otherwise specified, Elwokala offers a return window of fifteen (15) days from the date of receipt of the shipment by you, in case of returnable products.

Process upon receiving return request

It may take up to one week based on your location for a product to reach us once you return it. Once the item reaches our fulfillment center, allow for up to two (2) business days for us to receive and process your returned product. After the return is processed, it may take up to five (5) to seven (7) business days for the refund to get credited to your credit card or your elwokala wallet if you paid in cash. Your refund is subject to the condition of the returned product.

General conditions applicable to all returns

Elwokala shall reserve the right to return a product to the customer if the product returned does not meet any of its guidelines or conditions. The customer shall not be entitled to any refund if the product is not eligible for return. In the case a product is declined for a return request at any stage, and such product is under Elwokala section then we will make two (2) attempts and in case such product is under Minutes section then we will make one (1) attempt to deliver the product back to the customer. In case the applicable attempts of delivery are unsuccessful, we will hold the product for three (3) business days only in our delivery hub. The customer can raise a request for another attempt with our customer care team within three (3) business days post the last notified attempt. If we receive the request from the customer for another attempt within three (3) business days post the last notified attempt, we can arrange the last attempt for delivery within two (2) business days otherwise the item will be sent for liquidation and the customer won’t be able to request for the delivery of the product again. In the event that a returned item is not part of the customer purchase history, it will be returned back to the customer. Please reach out to Elwokala Customer Service if you have any questions with a returned item.

C. Frequently Asked Questions for Return Refunds

When you return an item, your refund amount and refund method may vary. Your refund and how your refund is issued may differ based on the condition of the item, how long you've had the item, and how the item was purchased.

How does Elwokala handle refunds after Returning the item?

What happens when a payment is made using a credit or debit card?

What if I paid with cash?

I used a Buy Now Pay Later option like Tabby or Tamara. When can I expect the refund?

Will I get a complete refund if the item is returned if I have paid for the order using the 'Credit Card EMI' payment option?

Can I get a refund for the item through any other mode if I have paid using the 'Credit Card EMI' payment option?

How can I stay updated on my refund status?

Why have I only received a part of the refund amount?

Note: Once the refund is issued, we are unable to change the refund method.

If your refund status is not showing as “Approved/Declined” in My Account, and the processing time for your payment method has passed, you can contact us for further assistance.

If your refund status shows as “Approved” in My Account, and the standard time frame as mentioned above has passed and you have still not received the refund, please contact your bank for more information.

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You can always have peace of mind when you buy online at elwokala. We make online shopping in Cairo, Giza and other Egypt cities as easy as possible, with a number of features and flexible payment plans that make shopping simpler, faster, and better. Our Buy Now, Pay Later plans, these include valU (BNPL over 60 months at 0% downpayment, 0% purchase fees). Payment options include cash on delivery as well as credit, debit cards and Mobile Wallet (VCN). For even more convenience, we offer installments up to 36 months with National Bank of Egypt, CIB, Banque Misr, HSBC, Emirates NBD and more Returns are quick and easy, with a 15-day return policy. For a superior shopping experience, we offer plenty of other features. These include our wishlist, which can be set up and shared with friends and family. Our advanced search features help you find what you need in no time. You can also browse through our departments and sub-categories to see what we have in the store. Don’t forget to look out for our current specials that help you save. The elwokala online shopping app brings you the same premium experience, allowing you to get all the benefits of the elwokala Egypt online store directly from your phone, as well as exclusive offers and benefits. The app is available on App Store and Play store. Save time, skip the long lines and busy malls and shop online in Egypt. Do your shopping online at elwokala from home and you’ll soon see why we are the top choice for online shopping across Egypt. Getting started is easy. Sign up for your elwokala account, add your delivery address and then choose your preferred payment option. All you need to do from there is start shopping. Use our search feature if you’re looking for something specific, filter products according to price, brand and other criteria, check our latest offers, add or share a wishlist, and browse millions of authentic products available at elwokala. Once your cart is full, simply head to the checkout and finalise payment. Your order will be processed and you’ll be kept updated each step of the way until it is shipped directly to your doorstep. Sign up for your account at the elwokala Egypt online shop now to begin shopping. Happy shopping!

Shop the best products & top brands at noon Egypt
If you’re looking for a wide range of products from top brands, noon Egypt has you covered. In our electronics department, you’ll find mobile phones and mobile phone accessories, wireless, noise cancelling and in-ear headsets, laptops and laptop accessories, audio-visual products, wearable devices, smartwatches and other wearable technology, cameras, TVs, video game consoles such as PC and Xbox controllers, and a variety of video games. Shop top tech brands in this department, including Apple, Sony, Xiaomi, Huawei, Lenovo, Samsung, and others. On the hunt for the best mobiles in Egypt? At noon, we’ve put together a collection of top-selling mobiles for every need. Our Apple devices include favourites such as the iPhone 11, iPhone 12, iPhone 13, iPhone 14, and the iPhone 15. For enhanced features, we have the iPhone 11 Pro, iPhone 11 Pro Max, iPhone 12 Pro, iPhone 12 Pro Max, iPhone 13 Pro, iPhone 13 Pro Max, iPhone 14 Plus, iPhone 14 Pro, iPhone 14 Pro Max, iPhone 15 Pro, and iPhone 15 Pro Max. Android phones in our range include the Galaxy 22 Ultra, the Galaxy 23 and popular phones such as the Honor X9a. Our home department has all you need for your house, with products from leading homeware brands such as Bosch, Grandi, Mintra, Sokany, Tank, and others. This department has home appliances ranging from fridges to washing machines, fans, coffee makers, air fryers, and other essentials. It also has kitchen and dining products, including cookware, dinnerware, linens, accessories, and more. In our home decor range, you’ll find plenty of products to suit your style. Planning a DIY project? Our home improvement selection has everything you need to get started. Our automotive department features car cleaning products, maintenance products and more. In the noon Egypt beauty store, you can shop a wide range of products from top brands - The L’oreal Paris, Maybelline New York, Braun. Browse our selection of hair care products, personal care products, bath and skincare products, cosmetics and colour products, perfumes, grooming essentials, and other products you need to look and feel your best. Browse fashion online in our Egypt apparel department for a wide range of clothing for men, accessories and shoes for men, women and children. In our Egypt women’s clothing store, we have dresses, tops, outerwear, ethnic and traditional wear, hoodies, and athleisure clothing Our accessories range includes watches, eyewear, and more. We have shoes for every outfit. Our online fashion range features products from Adidas, Defacto, Nike, Skechers and other top brands. In our Egypt men’s clothing store, you’ll find everything from casual wear to work wear, traditional wear, accessories, and shoes from Adidas, Tommy Hilfiger, American Eagle, Defacto, Nike and other brands. Shop kid’s clothes online in Egypt for clothing, footwear and accessories for boys and girls of all ages. The noon Egypt shop features everything your little one could ever want - toys for kids, outdoor play equipment, scooters, interactive toys, indoor games such as card games, and plenty of other fun things to keep your kids entertained. Top brands in our kids' department include Babyjoy, Fine Baby, Molfix and others. Our Egypt baby product store has baby toys, diapers, carriers, nursing and feeding products, and other essentials for infants. Make health and fitness a priority with our selection of health and nutrition products available in the Egypt noon online shop, from supplements to other products made to help you get healthy. For fitness, our sports and outdoor department features products for every type of activity, from yoga to cardio, team sports, boxing, and running. Our sports and health products include quality products from leading brands including Athlete Home, Muscleadd, Optimum Nutrition, Top Fit, and more. Take the hassle out of online food shopping in Egypt with noon Grocery. This is the quickest, easiest way to get your food shopping done without leaving your house. We have everything to keep your home and kitchen stocked - pantry essentials, fresh food, household goods, cleaning products, and more. Get fast delivery to your door and enjoy quality products including noon brand and imported brands.

Stress-free Egypt online shopping
You can always have peace of mind when you buy online at noon. We make online shopping in Cairo, Giza and other Egypt cities as easy as possible, with a number of features and flexible payment plans that make shopping simpler, faster, and better. Our Buy Now, Pay Later plans, these include valU (BNPL over 60 months at 0% downpayment, 0% purchase fees). Payment options include cash on delivery as well as credit, debit cards and Mobile Wallet (VCN). For even more convenience, we offer installments up to 36 months with National Bank of Egypt, CIB, Banque Misr, HSBC, Emirates NBD and more Returns are quick and easy, with a 15-day return policy. For a superior shopping experience, we offer plenty of other features. These include our wishlist, which can be set up and shared with friends and family. Our advanced search features help you find what you need in no time. You can also browse through our departments and sub-categories to see what we have in the store. Don’t forget to look out for our current specials that help you save. The noon online shopping app brings you the same premium experience, allowing you to get all the benefits of the noon Egypt online store directly from your phone, as well as exclusive offers and benefits. The app is available on App Store and Play store. Save time, skip the long lines and busy malls and shop online in Egypt. Do your shopping online at noon from home and you’ll soon see why we are the top choice for online shopping across Egypt. Getting started is easy. Sign up for your noon account, add your delivery address and then choose your preferred payment option. All you need to do from there is start shopping. Use our search feature if you’re looking for something specific, filter products according to price, brand and other criteria, check our latest offers, add or share a wishlist, and browse millions of authentic products available at noon. Once your cart is full, simply head to the checkout and finalise payment. Your order will be processed and you’ll be kept updated each step of the way until it is shipped directly to your doorstep. Sign up for your account at the noon Egypt online shop now to begin shopping. Happy shopping!