Refund, Replacement & Dispute Policy – Essaluna

1. No Refund Policy

All sales are final. Essaluna does not offer refunds or returns for any reason, including changes of mind, incorrect orders placed by customers, or dissatisfaction with the product.

Under no circumstances will a monetary refund be issued. The only exception to this policy is product replacement under the conditions outlined below.

2. Product Replacement Eligibility

A replacement may be considered only if the product received is genuinely defective, damaged, or faulty due to a manufacturing or product-related issue.

To qualify for a replacement, all of the following conditions must be met:

• The customer must notify Essaluna within 12 hours of receiving the order.

• The customer must provide clear evidence of the defect or damage, such as photos or videos.

• The reported issue must be genuine and verifiable by Essaluna.

• The product must be the same product originally purchased.

Essaluna reserves the right to review the submitted evidence and verify the reported issue before approving any replacement request.

3. Replacement Conditions

If a replacement request is approved:

• The customer will receive the same product only.

• No refunds, cash compensation, or exchanges for a different product will be provided.

• Replacement is subject to product availability.

• Requests submitted after the 12-hour notification period will not be eligible for replacement.

4. Non-Eligible Cases

Replacement requests will not be accepted in the following circumstances:

• The customer simply changes their mind.

• The customer is dissatisfied with the product without a verified defect.

• The product has been damaged due to misuse, improper storage, or handling by the customer.

• The customer fails to provide sufficient evidence of the reported defect.

• The request is submitted more than 12 hours after delivery.

5. How to Request a Replacement

To request a replacement, customers must contact Essaluna within 12 hours of receiving their order and provide the following information:

• Order number.

• Clear photos or videos showing the reported defect or damage.

• A brief description of the issue.

Contact Details:

Email: info@essaluna.com
Phone: +201109551969

All requests are subject to review and verification by Essaluna.

6. Dispute Resolution

If a dispute arises concerning a product, payment, delivery, or replacement request, customers should first contact Essaluna using the contact details listed above.

Essaluna will make reasonable efforts to review the matter and resolve it fairly.

Any disputes that cannot be resolved amicably shall be handled in accordance with the applicable laws of the Arab Republic of Egypt and by the competent courts, subject to applicable legal requirements.

7. Policy Acknowledgment

By placing an order with Essaluna, customers acknowledge that they have read and understood this policy.

Essaluna does not offer monetary refunds. Product replacement is considered only for verified defects reported within 12 hours of delivery and is limited to the same product.