Privacy Policy

Return and Exchange Policy – Duetto Stores

At Duetto, we ensure that you have a comfortable and reliable shopping experience. Therefore, we have put in place a clear return and exchange policy that preserves customer rights and product quality.

1. Return Conditions (within 14 days of receipt)
You can return the product within 14 days under the following conditions:

  • If the product does not match the description on the website.

  • If there is a confirmed manufacturing defect by the technical team or official warranty.

  • If the product arrives damaged or unfit for use upon receipt.

The product must meet the following conditions when returned:

  • In its original condition without any scratches or signs of use.

  • Inside the original packaging with all accessories and parts.

  • Accompanied by the purchase invoice or proof of payment.

Note: Any product that has been opened or used cannot be returned unless there is a manufacturing defect.

2. Exchange Conditions (within 30 days of receipt)
You have the right to exchange the product within 30 days under the following conditions:

  • Change of color or model (subject to availability).

  • Exchange the product for another product of your choice.

All the return conditions mentioned above apply to the exchange process.

3. Non-returnable or Non-exchangeable Products

  • Accessories such as screen protectors, cables, chargers, camera lenses, unless there is a manufacturing defect.

  • Any product that has been opened or used.

  • Products in promotions or sales, unless defective.

4. JBL Headphones and Products Return Policy

  • Only accepted for return if there is a confirmed manufacturing defect.

  • The product will be examined by the technical team within 24-48 hours.

  • The box must be complete with all accessories and the invoice.

5. Refund Process
After the return request is approved:

  • Cash payments → refunded within 3-7 working days.

  • Card payments → refunded to the same card within 7-14 working days.

  • Shipping fees may be deducted if the return is not due to a defect.

6. How to Submit a Return or Exchange Request
You can submit your request through one of the following methods:

  • Customer service via WhatsApp.

  • Visit any of Duetto Stores branches.

  • Through the “Contact Us” page on the website.

7. Warranty Policy

  • All original products include the official agent’s warranty.

  • Warranty duration varies depending on the product type.

  • The warranty does not cover: misuse, breakage, scratches, or external damage.

 

8. Shipping Policy

  • All orders are shipped within the Arab Republic of Egypt only.

  • Delivery time ranges from 2 to 5 business days, depending on the governorate and delivery location.

  • Shipping fees are determined during the checkout process and before order confirmation.

  • In case of shipping delays due to reasons beyond our control (logistical issues or weather conditions), the customer will be notified.

  • Duetto Stores is not responsible for any delay resulting from the customer providing incorrect shipping information.

 

9.Refund Policy

  • The refund is processed only after the return request is approved and the product is inspected.

  • For Cash on Delivery (COD) payments, the refund will be processed within 3–7 business days.

  • For bank card payments, the refund will be credited to the same card within 7–14 business days, depending on the bank.

  • Shipping fees are non-refundable, except in the case of an error by Duetto Stores or a manufacturing defect.

  • No refund will be issued for products that are ineligible for return according to the return policy.

Duetto Stores reserves the right to reject any request that does not meet the above conditions.

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