Refund policy

This Return Policy outlines the procedures and conditions under which you, as a customer, may return, exchange, or seek repairs for products purchased from ERA Solutions. It is applicable exclusively to products bought directly from ERA Solutions’s official website [erasolutions.org]. By purchasing and using ERA Solutions products, you agree to adhere to this policy, which is designed to ensure a fair, transparent, and hassle-free process for returning products, whether they are defective, damaged, or simply unsatisfactory.


1. General Return Guidelines

1.1 Scope of the Return Policy
 This Return Policy applies only to products purchased from ERA Solutions via the official ERA Solutions website. 

1.2 Legal Compliance
 This Return Policy is designed to comply with Egyptian Consumer Protection Law, ensuring that customers’ rights are respected. The law grants consumers the right to return defective products, seek repairs or replacements, and request refunds under certain circumstances.

1.3 Effective Date and Modifications
 ERA Solutions reserves the right to amend or modify this Return Policy at any time, in accordance with applicable laws or company policies. Any modifications will take effect immediately upon posting on the ERA Solutions website. We encourage customers to review this policy periodically.


2. Return Eligibility

2.1 Products Eligible for Return
 The following conditions must be met for products to be eligible for return under this policy:

  • Non-defective Products: Must be returned in unopened, unused, and original condition (i.e., in the original packaging with all included accessories, manuals, and promotional items).

  • Defective Products: Can be returned within the warranty period if the product has a manufacturing defect or fault.

  • Incorrect Items: If the product received does not match the original order, it is eligible for return or exchange.

Examples of returnable products include:

  • Smart Switches, Smart lockers, Smart Plugs, and other smart home products that are in their original packaging and unused condition.

2.2 Products Not Eligible for Return
 The following products are not eligible for return under this policy:

  • Opened consumables: Smart plugs, chargers, switches, locks, and other personal smart home devices cannot usually be returned once opened or used due to safety and warranty reasons.

  • Customized or personalized products: Items that have been specifically altered, engraved, or customized for the customer.

  • Damaged products due to misuse or unauthorized alterations.

  • Software or digital products that have been activated or used.

3. Return Period

3.1 Non-Defective Products
 Customers have 14 days from the date of delivery to return non-defective products. To be eligible for a refund, the product must be in its original, unopened condition with all packaging, accessories, and promotional items intact.

3.2 Defective Products
 Defective products can be returned for a refund or replacement within 30 days from the date of delivery. Products must meet the criteria of being defective due to manufacturing issues and not due to customer misuse or external damages.

3.3 Exchanges
 If a product is defective or damaged, customers may request an exchange for an identical product, subject to availability. If the product is out of stock, the customer may opt for a full refund.


4. Return Process

4.1 Return Authorization (RMA)
 Before returning a product, customers must obtain a Return Merchandise Authorization (RMA) number. This can be done by contacting ERA Solutions Customer Service through one of the following methods:

  • Email: [support@erasolutions.com.eg]

  • Hotline: [---]

4.2 Return Procedure
 To initiate a return, please follow these steps:

  1. Contact ERA Solutions Customer Service: Provide your purchase details and the reason for return.

  2. Obtain an RMA Number: Once your return request is approved, you will receive an RMA number.

  3. Prepare the Product: Take a clear picture of the product, including all original packaging, accessories, and proof of purchase. Send these images to ERA Solutions’ email. Their staff will guide you through the inspection and return process.


4.3 Return Eligibility

  • Products must meet the conditions outlined in ERA Solutions’s return policy.

  • Returns for defective products or returns within 14 days of purchase are eligible for full refund or replacement, subject to inspection.

4.4 Return Deadline
 All returns must be shipped back to ERA Solutions’s authorized service center within 15 days from receiving the prepaid return label. Failure to return the product within this period will result in the cancellation of the return request.


5. Refund Process

5.1 Refund Methods
 Refunds will be issued using the same payment method as the original purchase. For example, if the purchase was made via credit card, the refund will be credited back to the same card.

5.2 Refund Timeline
 Once the returned product is received and inspected, ERA Solutions will process the refund within 7-10 business days. However, it may take up to 15 business days for the refund to be reflected in your payment account, depending on your financial institution.

5.3 Full Refund Eligibility
 For defective products returned within the return window, customers are eligible for a full refund, including the cost of shipping.


6. Replacement Policy

6.1 Exchange for Defective Products
 If the returned product is found to be defective, customers may request a replacement with a new product of the same model, subject to availability.

6.2 Out-of-Stock Products
 If the product is no longer in stock, ERA Solutions will offer the following options:

  • Full Refund if a replacement is not available.

  • Substitute Product if the customer agrees to exchange the defective product for another model of similar value.

7. Non-Returnable Products

8.1 Exclusions from Return
 The following products are non-returnable under this policy:

  • Opened consumables (e.g., chargers, plugs & switches..).

  • Personalized products or custom-made items.

  • Items purchased from unauthorized sellers or retailers.

  • Products that have been used, damaged, or altered by the customer.


8. Special Return Situations

9.1 Promotional Items
 If a product is purchased as part of a promotional offer and includes free gifts or promotional items, all items must be returned together to receive a full refund. Failure to return all bundled items will result in a partial refund or rejection of the return request.

9.2 Bundle Offers
 Products sold as part of a bundle cannot be returned individually. All products in the bundle must be returned for a complete refund or exchange.


9. Customer Support

For any issues related to returns, refunds, or exchanges, please contact our Customer Support team:

  • Email: [support@erasolutions.org]

  • Contact Number: [+20 106 847 7599]

  • Operating Hours: Sunday to Thursday, 9 AM to 5 PM (Cairo Time).

Our customer support team is here to assist you with the return process and ensure your experience with ERA Solutions is seamless and satisfactory.


10. Legal Compliance

11.1 Egyptian Consumer Protection Law
 This Return Policy complies with Egyptian Consumer Protection Law, which ensures that consumers are entitled to return defective or misdescribed products, and to receive repairs, replacements, or full refunds when necessary. This policy does not affect your statutory rights.

11.2 Force Majeure
 ERA Solutions shall not be held responsible for any delays or failures in processing returns caused by circumstances beyond our control, including but not limited to natural disasters, government actions, and labor disputes.


11. Final Notes

ERA Solutions strives to provide a customer-first experience and is committed to offering high-quality products and customer service. If you are not completely satisfied with your purchase, we are here to help ensure a fair and efficient return process.