Returns & Exchanges Policy
Last updated: October 13, 2026
At Zero, we strive to make exchanges and returns clear and easy. This policy applies to eligible orders without prejudice to any stronger right provided for under Egyptian law, the product warranty, or the prepayment/financing agreement.
Case Summary
| Reason for request | Duration | Required product condition | Outcome and cost |
|---|---|---|---|
| Wrong product, different from description, or damaged upon receipt | Inform us immediately upon discovering the problem and within the applicable legal or contractual period. | Keep the product, packaging, and accessories, and only use it to the extent necessary to detect the defect. | After verification: Replacement or refund according to the law; the customer does not bear the return shipping cost if the fault of the store or seller is proven. |
| Change of opinion for a qualified product | Within 15 days of receipt | Unused, in its original condition and packaging, with accessories, gifts, and invoice. | A refund for the accepted product; however, the customer may bear the actual return shipping costs if permitted by law and after explanation. |
| A defect appeared after use. | During the statutory warranty period or the company/seller's warranty, whichever provides the stronger right | The defect is not due to misuse or unauthorized repair, and the product is subject to inspection. | Repair, replacement, or refund according to the inspection results, applicable law, and warranty, at no additional cost if the defect is proven. |
Mobile Phones and Electronics Terms
- The device must be returned with the same serial number, the original box, all accessories, gifts, and invoice.
- In case of change of opinion, there should be no scratches, damage, signs of use, or missing parts.
- Opening the package does not, in itself, negate the customer's right if opening is necessary to discover a defect or difference, taking into account the nature of the product and the law.
- Back up your data, sign out of accounts, and remove screen locks and Apple/Google accounts before handing the device in for inspection. Zero and the seller are not liable for data loss left on the device to the extent permitted by law.
- High-value products are subject to serial number matching and documented technical inspection before the result is approved.
- Sealed codes, software, health or personal products and accessories may not be eligible for return after opening or activation, except in the case of a defect, discrepancy or applicable legal right.
Return request steps
- Contact customer service via WhatsApp 01099914797 or e-commerce@mobileplus-egypt.comPlease send the order number, the reason for the return, and clear photos if there is any damage or discrepancy.
- We review eligibility and explain the shipping method and any applicable costs before taking action. If the return is by mail, the customer must prepare a shipping label according to customer service instructions; the customer is not responsible for return shipping costs if the error is proven to be the fault of the store or seller.
- After receiving the product, the serial number, accessories, and inspection are verified, and then we inform you of acceptance, replacement, or refund process.
Shipping and handling
- Shipping costs and expected delivery date are shown when the order is completed, and may vary depending on the governorate, weight, and product availability.
- Express delivery is only available when the option appears for the product and region at the time of order.
- Check the integrity of the package upon receipt, and refuse the shipment or make a note of it with the delivery person if there is obvious damage or tampering, then contact us immediately.
Refund and payment in installments
- We inspect the return and process the refund request within two business days of receiving it. Upon acceptance, we issue a refund for the actual value of the product as per the invoice.
- The refund will be issued to the original payment method whenever possible. If the return is accepted after inspection, the refund is expected to arrive within 14 days of the return being received. This timeframe includes processing the refund and the funds appearing on the bank, card company, wallet, or payment provider's system, without prejudice to any shorter timeframes required by law.
- For funded or installment-based applications, Zero sends the cancellation or refund request to Paymob and the chosen funder/bank. The funder then modifies or cancels the installment plan according to its contract and procedures. No immediate cash refund is issued while the funding obligation remains in effect unless instructed in writing by the service provider.
- Any financing fees, administrative charges, or early cancellation/repayment costs are subject to the customer's contract with the bank or finance company and applicable law, and must be clearly displayed by the relevant authority. Zero does not add interest or installment fees to the product price on its own.
- Shipping and handling fees will not be deducted if the product is found to be faulty, defective, or damaged due to the store or seller. Otherwise, only fees permitted by law and previously explained to the customer will be deducted.
Sellers and complaints
If the product is offered by a seller through the platform, the seller's information and warranty details will appear on the order or product page. The seller remains responsible for product conformity and warranty rights in accordance with the law and their agreement with Zero. Zero handles order and complaint handling, and this policy does not diminish the consumer's legal rights.
Start your complaint with Zero using the contact information above for a quick resolution. If it remains unresolved, you can contact the Consumer Protection Agency via their hotline. 19588 Or through its official channels, without implying any dependency or partnership between Zero and the device.
Returns, Exchanges & Refunds Policy
Last updated: 13 October 2026
Zero aims to make returns and exchanges clear and easy. This policy applies to eligible orders without limiting any stronger right provided by Egyptian law, the product warranty, or the applicable payment/finance agreement.
Summary
| Reason | Time limit | Required condition | Outcome and cost |
|---|---|---|---|
| Wrong, materially different, or damaged on delivery | Notify us promptly after discovery and within the applicable legal or contractual period | Keep the item, packaging, and accessories; Use it only as needed to identify the issue | After verification: replacement or refund as required by law; The customer does not pay return shipping where the store or seller is at fault |
| Change of mind for an eligible item | Within 15 days of delivery | Unused, in original condition and packaging, with accessories, gifts, and invoice | Refund of the accepted item value; Actual return shipping may apply where legally permitted and disclosed |
| Defect appearing after use | During the statutory warranty or the manufacturer/seller warranty, whichever provides the stronger right | The defect must not result from misuse or unauthorized repair; inspection applies | Repair, replacement, or refund according to inspection, law, and warranty, at no extra cost where the defect is confirmed |
Mobiles and electronics
- Return the same serial-numbered device with its original box, all accessories, gifts, and invoice.
- For change-of-mind returns, the item must have no scratches, damage, signs of use, or missing parts.
- Opening the package alone does not remove a customer right where opening was necessary to discover a defect or mismatch, subject to the product type and applicable law.
- Back up your data, sign out, and remove screen locks and Apple/Google accounts before inspection. To the extent permitted by law, Zero and the seller are not responsible for data left on the device.
- High-value items are subject to documented serial-number matching and technical inspection.
- Activated codes/software, hygiene or personal-use products, and sealed accessories may be non-returnable after opening or activation, except for defects, mismatch, or a mandatory legal right.
How to request a return
- Contact us via WhatsApp +20 109 991 4797 or e-commerce@mobileplus-egypt.com. Include the order number, reason, and clear photos for damage or mismatch.
- We review eligibility and explain the shipping method and any legally permitted cost before action. For returns by mail, the customer prepares the shipping label following our support instructions; Return shipping is free to the customer if the store or seller is found at fault.
- After receipt, we verify the serial number and accessories and inspect the item, then notify you of acceptance, replacement, or the refund route.
Shipping and delivery
- Shipping cost and expected delivery time appear at checkout and may vary by governorate, weight, and availability.
- Express delivery is available only when shown for the item and location at checkout.
- Inspect the package on delivery. Refuse it or record visible damage/tampering with the courier and contact us promptly.
Refunds and installment payments
- We inspect the return and process the refund request within two business days of receiving it. Once accepted, we issue the refund for the accepted item value shown on the invoice.
- Refunds are issued to the original payment method where possible. The amount is expected to arrive within 14 days of receiving the return, if it is accepted after inspection. This period includes Zero's processing and posting by the bank, card issuer, wallet, or payment provider, without limiting any shorter period required by law.
- For financed or installment orders, Zero submits the cancellation/refund request to Paymob and the selected bank/finance provider. That provider adjusts or cancels the plan under its agreement and procedures. No direct cash refund is made while the finance obligations remain open unless the provider gives written instructions.
- Finance charges, administrative fees, and early-settlement or cancellation costs are governed by the customer's agreement with the bank/finance provider and applicable law and must be clearly disclosed by that provider. Zero does not add interest or an installment commission to the product price on its own.
- No shipping or processing cost is deducted where the item is proven wrong, defective, or damaged due to the store or seller. Otherwise, only legally permitted and previously disclosed costs may be deducted.
Sellers and complaints
Where an item is listed by a marketplace seller, the seller and warranty details appear in the order or product page. The seller remains responsible for conformity and warranty rights under the law and its agreement with Zero. Zero coordinates the request and complaint, and this policy does not limit statutory consumer rights.
Please contact Zero first using the details above so we can resolve the complaint promptly. If it remains unresolved, you may contact the Egyptian Consumer Protection Agency through hotline 19588 or its official channels. This does not imply affiliation or partnership between Zero and the Agency.
