Return, Exchange, and Refund Policy for codex-grp

At codex-grp, customer satisfaction is our top priority. We are committed to providing high-quality products and exceptional customer service. This policy has been designed to clarify your rights and obligations regarding returns, exchanges, and refunds, in full compliance with the provisions of the Consumer Protection Law of the Arab Republic of Egypt.

This policy is an integral part of the Store’s general Terms and Conditions.

1. General Right of Return and Exchange (Within 14 Days)

A customer has the right to request a return or exchange of a product within 14 days of the delivery date, without needing to provide a reason, provided the following conditions are met:

  • Product Condition: The product must be in its original, unused, and unopened condition as it was received.
  • Original Packaging: The product must be in its original packaging with all its contents (including bags, tags, and protective films).
  • Accessories and Manuals: All accessories, instruction manuals, and any bundled gifts must be included with the product.
  • Proof of Purchase: The original purchase invoice or electronic proof of purchase must be provided.

2. Products with a Manufacturing Defect (Within 30 Days)

If a customer discovers a manufacturing defect in the product within 30 days of the delivery date, they are entitled to one of the following remedies:

  • Exchange the product for a new one of the same model and specifications.
  • Return the product for a full refund, including any shipping fees paid.
  • Have the product repaired at the Store’s expense, at no additional cost to the customer.

Verification Process: The Store reserves the right to have the defective product inspected by our technical department or the authorized agent to verify the defect and ensure it was not caused by misuse.

3. Non-Returnable and Non-Exchangeable Items

Due to the nature of certain products, the following items cannot be returned or exchanged:

  • Software, Operating Systems, and Games: Any software or video games that have been unsealed or whose digital license has been activated.
  • Products Damaged by Misuse: Any product showing signs of misuse, such as scratches, cracks, liquid damage, or unauthorized repair attempts.
  • Consumables: Items such as printer ink cartridges and batteries that have been opened or used.
  • Custom-Ordered Products: Items such as custom-assembled PCs built to a customer’s specific requirements.
  • Products with a tampered or missing serial number.

4. Return and Refund Process

To initiate a return or exchange request, please follow these steps:

  1. Contact Us: Contact our customer service team within the specified period via:
  2. Provide Information: Provide our representative with your order number, the name of the product, and the reason for the return.
  3. Ship the Product: Our team will coordinate the process of retrieving the product from you. Please repackage the product securely to prevent any damage during transit.
  4. Inspection and Processing: Upon arrival at our warehouse, the product will be inspected by our technical team to ensure it meets the return conditions.
  5. Refund Issuance:
    • The refund will be processed within a maximum of 14 business days after the returned product has been received and inspected.
    • The refund will be issued using the same payment method used for the original purchase (refund to the credit card, digital wallet, or via bank transfer).

5. Shipping Costs

  • For Returns Due to Change of Mind (within 14 days): The customer is responsible for the return shipping costs.
  • For Returns Due to a Manufacturing Defect or Incorrect Item: codex-grp will bear the full cost of return and shipping.

For more information or inquiries, please do not hesitate to contact our customer service.