Return & Exchange Policy

Welcome to Gila Electric

Last Updated: August 25, 2025

Order Approval and Pricing Details

Please note that in certain cases, an order may not be approved for various reasons. Gila Electric reserves the right to refuse or cancel any order at any time, for any reason. Before approving an order, we may request additional information for verification, including but not limited to your phone number and address.

We strive to provide accurate pricing information for all products listed on our website. However, errors may occasionally occur, such as incorrect pricing. In such cases, we reserve the right to refuse or cancel any order, whether or not it has been confirmed and whether or not your credit card has been charged. If a product’s price is incorrect, we may contact you for confirmation or cancel the order and notify you accordingly.

All purchases are subject to review. You will receive a confirmation or cancellation notification via email or SMS.

Products displayed on the website are intended for individual customers only.

General Terms & Conditions for All Purchases

• Offers are not valid in the case of a partial return of a single item from an invoice.
• To return products during a promotional period, the entire invoice must be returned with all items in their original condition.
• To exchange products during a promotional period, a full return must be processed first (with items in original condition), followed by a new purchase invoice for replacement items. Discounts will be recalculated according to the active offer.
• Manufacturing defects can be handled by exchanging the product for the same model through one of our branches.
• If an exchange or return is requested after the offer period has ended, the same conditions of the original offer apply and cannot be combined with any other promotion.
• Refunds will be processed using the same payment method within 14 working days.

Product Return Policy

Customers may exchange or return a product purchased through our website within 30 days of the purchase date only in case of a manufacturing defect, supported by a technical report from the service center in accordance with the Consumer Protection Law. After 30 days, exchanges or returns will not be accepted for any reason. In such cases, customers should contact Customer Service at 19796 to file a maintenance request (for eligible products) as per Article 21 of the Consumer Protection Law.

• The product, packaging, and all accessories must be in their original condition and unused.
• All original documents and invoices must be included.
• If a free gift was provided with the purchase, it must be returned as well.
• If any accessories or documents are missing, the return or exchange will not be accepted.
• For products purchased with a discount or offer, only the amount actually paid will be refunded.

Returns and Exchanges Without a Manufacturing Defect

Customers have the right to return or exchange a product within 14 days from the date of delivery, if the product has not been opened or used, in accordance with Article 17 of the Consumer Protection Law.

1. If the product has not been opened or used:

Customers may request a refund or exchange within 14 days if the product remains unopened and unused.

• Refunds or exchanges will be processed after deducting shipping costs, as per Article 40 (1 & 2) of the Consumer Protection Law.
• Refunds will be made using the same payment method.
• Administrative fees apply for online payments:
  • 2% for Visa/MasterCard, E-wallets, Valu, or for MPOS transactions at delivery .
  • 3% for Forsa and Souhoola payments.

2. If the product has been opened or used:

According to Article 17 (2) of the Consumer Protection Law, products cannot be returned or exchanged once opened or used unless an exception is approved.

Exceptions:

• The product may be exchanged or refunded after deducting 5% packaging fees from the total product value, in addition to shipping fees.
• The same administrative fees apply as mentioned above for electronic payments:
  • 2% for Visa/MasterCard, E-wallets, Valu, or for MPOS transactions at delivery .
  • 3% for Forsa and Souhoola payments.

Payment Methods and Installment Options

Gila Electric provides multiple payment and installment options, including:

Bank Installments:

• Banque Misr
• National Bank of Egypt
• Commercial International Bank (CIB)
• Banque du Caire
• Next Bank
• National Bank of Kuwait (NBK)
• Emirates NBD
• Mashreq Bank Egypt

Installment Companies:

• ValU
• Souhoola
• Forsa

Online and Digital Payments:

• Visa / MasterCard
• Apple Pay
• E-Wallets
• Fawry / Aman Kiosks

Please note:

• Products purchased via installment plans cannot be refunded in cash, but can be exchanged for another product of equal or higher value.
• Only one payment method is allowed per order — either direct payment, bank installment, or installment company.
• Promotional discounts do not apply to installment purchases; products are charged at their regular retail price.

Changes to This Policy

Gila Electric reserves the right to update or modify this Return & Exchange Policy at any time. Any changes will be posted on this page. You are encouraged to review this policy periodically. Continued use of our website after policy updates constitutes acceptance of the revised terms.

Contact Us

If you have any questions about this Return & Exchange Policy, please contact us at:

Gila Al Tawakol Electric
O1 Mall, Mohamed Naguib Axis, First Settlement, New Cairo, Egypt

Email: eshop@gila-electric.com

Phone: 19796