Introduction
At Smok Shop EG, we are committed to providing products that meet the advertised specifications and ensuring a clear and reliable shopping experience.
Due to the different nature of electronic devices, e-liquids, and consumable accessories, we have established a Return and Exchange Policy that takes into account product safety and customer rights in accordance with the Egyptian Consumer Protection Law.
Returns and Exchanges Within 14 Days
Customers may request a return or exchange of eligible products within 14 days from the date of receiving the order, without having to provide a reason, subject to the legal exceptions related to the nature and condition of the product.
For products that must remain in their original condition, the following requirements apply:
- The product must be unused and in its original condition.
- The original packaging must be preserved, especially any protective seals, if present.
- All accessories and components originally included with the product must be provided.
- The order number, purchase invoice, or any acceptable proof of purchase must be provided.
These requirements do not apply in a way that deprives customers of their legal rights in cases of manufacturing defects or products that do not meet the advertised specifications.
Consumable Products
Products that require special consideration when requesting a return or exchange include:
E-Liquids: Opened or used containers may not be eligible for return due to the nature of the product, its packaging, and safety requirements.
Cartridges, Pods, and Coils: Products may not be eligible for return after actual use or loss of their original condition, particularly if they are components that come into direct contact with the mouth or liquids.
Disposable Devices: Return requests without a defect are subject to the nature and condition of the product and whether it can be restored to its original condition.
These exceptions do not prevent the handling of products proven to have manufacturing defects or that do not meet the advertised specifications, in accordance with the law.
Defective Products and Manufacturing Defects
Customers have the right to request a replacement or return a product and receive a refund if a manufacturing defect is discovered or the product is proven not to meet the advertised specifications, within 30 days from the date of receipt, in accordance with the Egyptian Consumer Protection Law.
Cases that may be reported include:
- A device failing to turn on or malfunctioning due to a manufacturing defect.
- Charging or operational issues that are not caused by misuse.
- Receiving a damaged product.
- Receiving a product different from the one ordered.
- A defect in the product or its components that affects its performance or safety.
The product may need to be inspected to determine the nature and cause of the defect, without affecting the consumer’s legal rights.
In cases where a defect or non-conformity is confirmed, the store will bear the necessary return or exchange costs in accordance with the law.
Cases That Are Not Considered Manufacturing Defects
Differences in personal preferences, such as not liking a particular flavor or the sensation it provides, are not considered product defects as long as the product meets the advertised specifications.
A distinction is also made between manufacturing defects and damage resulting from improper use, such as breakage caused by dropping the product, damage caused by using incompatible accessories, or tampering with internal components.
Each case is evaluated based on the nature of the product and the inspection results, while respecting the customer’s legal rights.
Electronic Device Warranty
Devices covered by warranties provided by their manufacturers, suppliers, or our store are subject to the warranty terms announced at the time of sale, in addition to the consumer’s statutory legal rights.
Warranty duration and coverage may vary from one product to another depending on the brand and nature of the device.
Customers are advised to retain proof of purchase and product accessories to facilitate after-sales service procedures.
How to Request a Return or Exchange
To request a return or exchange, please contact customer service and provide:
- The order number or proof of purchase.
- The name of the product to be returned or exchanged.
- A brief description of the reason for the request.
- Photos or a video showing the issue, if possible, to facilitate the review process.
Our customer service team will review the request and explain the appropriate steps for collection, inspection, or return.
Refunds
When a customer is entitled to a refund, the amount will be returned using the original payment method, unless both parties agree on another method.
For distance purchases, the refund will be issued within a period not exceeding 7 days from the date the product is returned, in accordance with the law.
In cases of manufacturing defects or non-conformity, the product will be replaced or its value refunded without additional costs to the customer, in accordance with the applicable legal timeframes.
Return and Exchange Fees
In cases of manufacturing defects or receiving a non-conforming product: The store will cover the return and exchange costs required by law.
In cases of withdrawal from a purchase without a defect: The customer will bear the shipping and return costs in accordance with the provisions governing distance contracts, unless an agreement more favorable to the customer is in place.
Contact Us
To request a return or exchange, please contact us through:
WhatsApp or Phone: +201016120303
Email: info@smokshopeg.com
Each request is handled in a manner that protects the rights of both the customer and the store, and no provision of this policy limits the rights guaranteed to consumers under Egyptian law.