Last updated: 23 September 2026
We want you to be happy with everything you buy from El Saleh Tools. This policy explains when and how you can exchange or return a product and get your money back. It follows Egypt's Consumer Protection Law No. 181 of 2018.
Return window
You can exchange or return a product within 14 days of receiving it, without giving a reason, as long as the conditions below are met.
Conditions for returns
- The product is in its original condition — unused and not installed.
- It is in its original packaging, with all accessories, manuals and the warranty card.
- You provide the invoice or order number.
- Seals and warranty stickers have not been removed or tampered with.
Products that cannot be returned
Unless they are defective, we cannot accept returns of:
- Consumables whose packaging has been opened, such as cutting and grinding discs, drill bits, welding wire and electrodes, adhesives and chemicals.
- Products that have been used or installed, or show signs of use.
- Products made, cut or prepared to your order, such as hoses and cables cut to a specific length.
- Products damaged by misuse, poor storage or incorrect installation.
Defective or incorrect products
If you receive a product with a manufacturing defect, a product different from what you ordered, or one damaged in transit:
- Tell us within 30 days of delivery, ideally with photos of the product and packaging.
- You can choose a replacement, a repair, or a full refund.
- We pay the shipping costs both ways.
Please inspect your shipment when the courier delivers it, and note any visible damage to the packaging before signing for it.
Warranty
Most products carry the manufacturer's or authorised agent's warranty. Its length varies by brand and product and is shown on the warranty card. Faults that appear after the return window are handled under the warranty terms, and we will help you reach the authorised service centre.
How to request an exchange or return
- Contact us at info@elsalehtools.com or +20 64 320 0000 with your order number, the product and the reason for the return.
- We review your request and confirm how to send the product back: by courier, or by dropping it off at our premises in Ismailia.
- Once we receive and inspect the product, we confirm the outcome and carry out the exchange or refund.
Refunds
- Refunds are issued within 7 days of us receiving and accepting the returned product.
- Cash-on-delivery orders are refunded by bank transfer, mobile wallet or in cash at our premises — your choice.
- Orders paid online are refunded to the original payment method.
- For returns without a defect, the customer pays the return shipping, and the original shipping fee is not refunded.
Company and wholesale orders
Company orders placed against a quotation or supply contract follow the terms agreed in that quotation or contract. Anything they do not cover is governed by this policy.
Contact us
For any question about exchanges or returns, email info@elsalehtools.com, call +20 64 320 0000, or use our contact page.