Return & Refund Policy | Trojan Stores Egypt | Easy Returns
- Trojan Stores
Refund and Returns Policy
- Last Updated: August 20, 2025
- 1. Returns Eligibility & Timeframes
1.1 Standard Return Policy
We offer a 30-day return policy from the date of delivery for most products. To be eligible for a return, your item must be:
Unused, unworn, and in the same condition that you received it.
In the original manufacturer’s packaging with all tags, labels, accessories, and protective films intact.
Accompanied by the original receipt or proof of purchase.
1.2 Extended Holiday Policy
For purchases made during major holiday seasons (e.g., Eid, Christmas, New Year), the return window is extended to 45 days from the date of delivery to account for gift-giving.
1.3 Non-Returnable Items
The following products are not eligible for return or exchange unless they are defective or dead on arrival (DOA):
Software & Digital Goods: Opened software, applications, digital downloads, or any product where the software license seal has been broken.
Personal & Sanitary Goods: Earphones, headphones, and other personal care items where hygiene is a concern (unless sealed and unopened).
Gift Cards & Credits: Prepaid gift cards, store credits, and downloadable software products.
Clearance & “As-Is” Items: Products marked as “Final Sale,” “Clearance,” or “As-Is” on the product page and receipt.
Perishables & Consumables: Cables, adapters, screen protectors, and batteries once the package is opened.
- 2. Return Process
2.1 Initiating a Return (Mandatory First Step)
To initiate a return, you must first:
Contact our customer service team at support@trojanstores.com or call +2(010) 144-44456.
Provide your order number and a detailed explanation and/or photos of the issue.
Our team will review your request and provide you with a Return Authorization Number (RAN) and instructions. Returns shipped without an RAN will not be accepted.
2.2 Return Shipping Responsibility
Trojan Stores’ Fault (Defective, Damaged, or Incorrect Item): We will cover all return shipping costs. We will provide a prepaid shipping label or arrange for a pickup.
Customer’s Responsibility (Change of Mind, Ordered Wrong Item): The customer is responsible for the return shipping costs. We strongly recommend using a trackable and insured shipping service. Trojan Stores cannot be held responsible for items lost or damaged in transit back to us.
2.3 In-Store Returns for Online Purchases
Items purchased online may be returned to any Trojan Stores physical branch for your convenience. Please bring the item in its original, unopened packaging with all accessories and your proof of purchase. Please contact us first to confirm the item’s eligibility and to receive your RAN.
- 3. Refunds
3.1 Inspection & Processing
Once your return is received and inspected, we will send you an email notification regarding the status of your refund.
If approved, your refund will be processed immediately.
3.2 Refund Timelines
Credit/Debit Card Payments: Refunds will be processed to your original card within 14 business days (depending on your bank’s processing times).
Cash on Delivery (COD) Payments: Refunds will be issued via bank transfer to a provided account within 7-14 business days after we receive your bank details.
Other Payment Methods: Refunds will be issued to the original payment method within a commensurate timeframe.
Please note: Original shipping fees are non-refundable for returns that are not our fault.
3.3 Partial Refunds
Partial refunds may be granted if:
The item is not in its original condition, is damaged, missing parts, or shows signs of use for reasons not due to our error.
The original packaging is not included or is damaged.
- 4. Exchanges & Solutions for Defective Products
4.1 Our Commitment to Solutions
Our primary goal is your satisfaction. If you receive a defective product, we will work with you to find the best solution, which may include:
Replacement: Sending you a new, identical item.
Repair: Facilitating a repair under the applicable warranty.
Store Credit: Offering credit for the value of the item to be used on a future purchase.
Refund: Providing a full refund as outlined in Section 3.
The optimal solution will be determined by our support team based on the nature of the defect and product availability.
- 5. Trojan Stores Warranty
5.1 Standard Warranty Coverage
In addition to any manufacturer warranty, Trojan Stores provides a guarantee on all products:
New Devices & Electronics: 1-month limited warranty from the date of delivery.
Accessories (Cables, Adapters, etc.): 14-day limited warranty from the date of delivery.
5.2 Warranty Claims
This warranty covers defects in materials and workmanship under normal use. To make a claim, you must follow the process in Section 2.1 (Initiating a Return) and provide your proof of purchase. This warranty does not cover damage caused by accident, misuse, abuse, or unauthorized modifications.
- 6. General Conditions
We reserve the right to refuse returns or refunds that do not meet the terms of this policy. This policy is designed to be fair and compliant with Egyptian Consumer Protection Laws. For any exceptional circumstances, please contact our support team.
- 7. Contact Us
For all return requests, warranty claims, or questions about this policy:
Email: support@trojanstores.com
Phone: +2(010) 144-44456 (all-week, 11:30 AM – 11:30 PM)
In-Person: Visit us at our headquarters: 7 Helmy Hassan Ali Street, beside Saad Mohamed Saad Gallery, Ground Floor, Last Makram Ebeid, Cairo, Egypt