العربية
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Returns & Exchange Policy

At New Capital we respect our customers' rights under Egyptian Consumer Protection Law No. 181 of 2018. This policy explains when and how you can exchange or return what you bought from us.

Time limit

You may request an exchange or return within 14 days of receipt, provided the product is in the condition you received it, in its original sealed packaging, with the invoice.

Items that cannot be returned

Because chemical products are sensitive to handling and storage, we cannot accept returns or exchanges of:

  • Adhesives, coatings and chemicals once the container has been opened or its seal broken.
  • Products stored by the customer in conditions that contradict the storage instructions on the pack or the technical data sheet.
  • Products and machines made or configured to the customer's own specifications, as long as they match those specifications.
  • Products whose condition changed through misuse or installation at the customer's site.

Defective or non-conforming products

If a product arrives defective or different from your order, tell us within 14 days of receipt with photos and the batch number on the pack. After inspection we replace it or refund it in full, and we cover shipping both ways.

Machinery and equipment

Machines are covered by the warranty terms stated in the quotation and invoice. Any manufacturing defect is inspected by our technical team, then the machine is repaired or the faulty part or machine replaced under those terms. A deposit paid for a machine ordered to specification is not refundable once preparation or shipment from the manufacturer has started, unless we are late delivering against the agreed date.

How to request a return

  1. Contact us by phone, WhatsApp or the contact page, with your order number and the reason.
  2. We review the request and reply within two working days with the next step and a collection date.
  3. Once the product is received and inspected, we refund within 14 days using the original payment method, or by bank transfer for cash-on-delivery orders.

Shipping costs

For returns that are not due to a defect, the original shipping cost is deducted and the customer pays for returning the product, unless the law provides otherwise.