Exchange and refund policy
• There are a number of specific cases where The product cannot be returned or exchanged:
- When submitting a return request after the specified time, which is 7 days from the date of receipt.
- When the product is used, damaged, or not in the same condition as when you received it.
- Products whose serial numbers have been tampered with or removed.
- Products without price tags, stickers, original packaging, or missing any of their accessories.
- All electronic or electrical parts cannot be returned or refunded once they are sold, regardless of their installation or not
- Goods guaranteed by the agent shall be responsible for their guarantee by the authorized agent, and the agent’s terms and conditions shall apply to the guarantee.
- Items ordered from international warehouses cannot be returned at all.
- All items that clearly state that the item cannot be returned.
- If I receive an item that is not working properly/damaged, how can I get my money back?
- When you receive the item in a damaged condition or not working properly, you can then return the item to us in the same condition in which you received it and in the same original packaging. As soon as we receive the item, we will inspect it, and if it is found to be defective or damaged, we will immediately begin procedures to return your money to you, whether those you paid for the item or those paid to ship that item and deliver it to you.
- The item I received was not the same item I ordered, how can I return it?
- First of all, we apologize for this unintended error. In this case, you can return the item in the same condition and packaging in which you received it and send it to us. As soon as we receive the item, we will immediately begin procedures to return all the money you paid to you.
· Contact customer service via WhatsApp number 0500872711 or (by clicking here) by filling out the form below:
o Customer name:
o Mobile number:
o Order number:
o Shipment number:
o Product:
o Number of pieces:
o Reason for return:
o Pictures or video of the product:
· After you receive the return policy electronically, you must prepare the products and deliver them to the shipping company within 3 days, as your delivery of the shipment to the nearest branch of the shipping company speeds up the process.
- After the shipment arrives at the store, the customer service team confirms receipt of the product in its original condition
How much time does a shipping broker need to receive and deliver the returned goods?
Under normal circumstances, the shipping broker will contact you within three to five business days from the date you request to return the item. However, sometimes, it may take up to two weeks for the shipping service provider to receive the item from you.
Can I arrange an appointment with the shipping service provider to deliver the item to him?
At the present time, you cannot directly contact the shipping service provider to set a time to deliver the item to the representative, but you can specify the time that suits you with the representative when he contacts you.
------ Cancellation and refund of payments -------
Cancellation of an order is divided into two cases . :
- The first case: The customer asked the store to cancel the order before shipping it.
Action taken based on payment method:
Apple Pay + Mada + Credit Card: The order is canceled directly, Basket (electronic payment service provider) returns the amount to the customer’s account within a 14-day working period, and Depson has nothing to do with the amount (the amount did not reach Depson).
Tabby: The order is canceled directly, Tabby (the installment service provider) returns the amount paid to the customer’s account and drops the next payments.
Tamara: The order is canceled directly, Tamara (the installment service provider) returns the amount paid to the customer’s account and drops the next payments.
Bank transfer: The order is canceled directly. Contact the customer service team (click here)
Send the bank information so that the Deepson store will return the amount to the customer’s account within a maximum working period of 72 hours.
Second case: The customer asked the store to cancel the order after it was shipped.
Action taken based on payment method:
Apple Pay + Mada + Credit Card: Depson requests a return of the amount through the payment service provider (basket) by transferring the amount to the customer and deducting the shipping cost.
Tabby: The amount will be returned from Tabby after deducting the shipping cost.
Tamara: The amount will be refunded from Tamara after deducting the shipping cost.
Bank transfer: Contact the customer service team (click here) and send the bank information so that Debson can transfer the amount to the customer and deduct the shipping cost.
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- Partial return or exchange: In the event that delivery was free because the customer’s order exceeded the free delivery limit, and then the customer returned/exchanged (part of his order/all of his order) and the total of his order after the amendment came under the free delivery limit, he pays the delivery amount.
- Failure to receive the order: If the customer wishes not to receive the order, or does not respond to the delivery company representatives, or appears to have failed to receive the order in any way, then he will bear the cost of returning the order.
- Important note: The amount will be returned to the customer after the shipping company returns the orders to the Deepson store and confirms that we have received them.
- Important note: If the customer receives the order, his cancellation request will be considered void, and the Deepson store will not transfer the amount. In this case, the customer can request to return the order
- In the event that the product is not available after ordering in our warehouses, is sold out, or is priced incorrectly on the site, Deepson reserves the right to reject or cancel the order and is not required to provide it in any case.
The store has the right to amend the return and exchange policy whenever necessary.
