Refund & Cancellation Policy
Effective Date: March 13, 2026
At Matuel Innovations, your satisfaction is our priority. We want you to be completely confident in your purchase of our safety devices. Please review our refund and cancellation terms below.
Order Cancellation
Before Shipment:
- You may cancel your order free of charge before it has been shipped
- Contact us immediately via WhatsApp with your order number
- Full refund will be processed within 3-5 business days
- For Cash on Delivery orders, no payment will be collected
After Shipment:
- Once your order has been shipped, cancellation is subject to our return policy
- You may refuse delivery and return the unopened package
- Return shipping fees may apply
Return Policy
We accept returns within 14 days of delivery under the following conditions:
- Product is unused, unopened, and in original packaging
- All accessories, manuals, and components are included
- Product has not been installed or activated
- Original receipt or proof of purchase is provided
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned:
- Opened or used safety devices
- Products with broken seals or tampered packaging
- Installed or activated devices
- Items damaged due to misuse or improper handling
Defective or Damaged Products
If you receive a defective or damaged product:
- Contact us via WhatsApp within 48 hours of delivery
- Provide photos of the damage or defect
- We will arrange for a replacement or full refund at no additional cost
- Return shipping will be covered by us
How to Initiate a Return
- Contact us via WhatsApp with your order number and reason for return
- Wait for return authorization and instructions
- Pack the item securely in its original packaging
- Ship the item to the address provided (or arrange pickup if available)
- Refund will be processed within 5-7 business days after we receive and inspect the return
Refund Methods
Online Payments: Refunds will be credited to the original payment method
Cash on Delivery: Refunds will be processed via bank transfer or mobile wallet (details to be provided)
Return Shipping Costs
- Defective/Damaged Items: We cover all return shipping costs
- Change of Mind: Customer is responsible for return shipping costs
- Wrong Item Sent: We cover all return shipping costs
Exchanges
We currently do not offer direct exchanges. If you need a different product, please return the original item for a refund and place a new order.
Warranty
All our products come with a manufacturer's warranty. Warranty terms vary by product and are included in the product packaging. Warranty claims should be directed to us via WhatsApp.
Processing Time
- Refund Processing: 5-7 business days after receiving returned item
- Bank Transfer: Additional 3-5 business days for funds to appear
- Original Payment Method: 7-14 business days depending on your bank
Contact Us
For any questions about returns, refunds, or cancellations, please contact us via WhatsApp. Our customer service team is here to help ensure your complete satisfaction.
Note: This policy complies with Egyptian consumer protection laws. Your statutory rights are not affected.