Return & Exchange Policy

At Pluto Store, we aim to provide our customers with a clear and reliable shopping experience. This policy explains the conditions and procedures for returning or exchanging devices and products purchased from Pluto Store.

Return & Exchange Period

Customers may request a return or exchange within 14 days from the delivery date, provided that the product meets the conditions outlined in this policy.

The original purchase invoice must be provided to complete a return or exchange.

New Devices

A new device may be returned or exchanged within 14 days from the delivery date only if:

The device and its box remain completely in their original condition.
The box has never been opened.
All original seals and packaging remain intact.
The device has not been used, operated, or activated.
All original accessories and components are included.
The original purchase invoice is provided.

What Happens Once a New Device Is Opened?

Once the box, original packaging, or seals of a new device have been opened, the device cannot be returned or exchanged as a new product, as opening the package affects its condition and resale value.

Once opened, the device becomes subject to its applicable Warranty Policy.

The warranty on a new device is set by its customs tax status: a new phone with its tax paid carries the authorized agent warranty for 24 months, a new phone with its tax not yet paid carries the international warranty that comes with it from the manufacturer for 12 months, and new laptops, MacBooks, iPads, watches and headphones carry the agent warranty for 12 months. Full details are on the Warranty Policy page.

This does not limit any mandatory consumer rights that may apply where a product is defective or does not conform to applicable requirements.

Used Devices

A used device may be returned or exchanged within 14 days from the delivery date, provided that it is returned in the same condition in which it was sold.

After purchase, the device must not have been subjected to:

Breakage, drops, or physical impact.
New scratches or physical damage.
Water, liquid, or moisture damage.
Misuse.
Unauthorized opening, repair, or modification.
Loss of any accessories or components supplied with the device.

The original purchase invoice must also be provided.

Inspection of Used Devices

In certain return or exchange cases involving used devices, Pluto Store may need to retain the device for a technical inspection of up to 48 hours.

The inspection is conducted to confirm that the device remains in the same condition in which it was sold and has not been damaged, misused, repaired, or modified after purchase.

The return or exchange will be processed after the inspection has been completed and the device has been confirmed to meet the applicable conditions.

Defective or Incorrect Products

If you receive a defective product, an incorrect item, or a product that does not match its advertised specifications, please contact Pluto Store as soon as possible.

The device may require technical inspection to determine the nature of the issue and will be handled according to the applicable Warranty Policy and mandatory consumer rights.

Personal Data and Accounts

Before returning a smartphone, laptop, or other device containing personal information, customers should:

Back up their personal data.
Sign out of and remove personal accounts.
Remove passwords and device locks.
Remove Apple ID, iCloud, Google, or other accounts linked to the device, as applicable.

Customers are responsible for personal data stored on their devices before submitting them for inspection or return, to the extent permitted by applicable law.

Refunds

Once a return has been approved, the amount will be refunded using the same payment method originally used for the purchase.

For card and electronic payments, the time required for the refund to appear in the customer's account may vary depending on the bank or payment service provider.

Key Return Conditions

In summary:

New Devices: Returnable within 14 days only if the box has never been opened and the product remains in its complete original condition.

Opened New Devices: Once opened, a new device is subject to its applicable warranty and cannot be returned or exchanged as a new product, without limiting mandatory rights relating to defective or non-conforming products.

Used Devices: Returnable within 14 days provided the device remains in the same condition in which it was sold. A technical inspection of up to 48 hours may be required.

Invoice: The original purchase invoice is required.

Refunds: Refunds are issued using the original payment method.

Consumer Rights

This policy applies without limiting any mandatory consumer rights under the applicable laws and regulations of the Arab Republic of Egypt. Where any provision of this policy conflicts with a mandatory consumer right, applicable law will prevail.

Contact Us

To request a return or exchange or ask about a specific case, please contact Pluto Store using the details available on our Contact Us page.