At ProSolutions, we are dedicated to delivering the best possible experience to our clients. We understand that sometimes plans change or a product may not meet your exact expectations.

Our Return and Exchange Policy is designed to protect your rights in full compliance with the Egyptian Consumer Protection Law No. 181 of 2018.

1. The 14-Day Return Right (Change of Mind)

In accordance with Egyptian law, you have the right to return or exchange any product within 14 days of the delivery date without stating any reason, provided the following conditions are met:

• Pristine Condition: The item must be completely unused, unaltered, and in the exact condition you received it.
• Original Packaging: The product must be in its original, unopened, and undamaged factory packaging, including all plastic wraps, seals, manuals, accessories, and promotional gifts.
• Proof of Purchase: A copy of the original purchase invoice must be presented.

Note: For change-of-mind returns within the 14-day window, the client is responsible for any applicable shipping or collection fees.

2. The 30-Day Return Right (Manufacturing Defects)

If a product is found to have a manufacturing defect, is faulty, or does not match the technical specifications outlined in your invoice, you have the right to return or exchange it within 30 days of the delivery date.

• Zero Cost: In the event of a verified manufacturing defect, ProSolutions will cover 100% of the shipping or return costs.
• Technical Validation: All defect claims are subject to evaluation by our technical team (as outlined in our Warranty Policy) within 48 to 72 hours of receiving the item.
• Exclusion: This 30-day right does not apply if the defect or damage was caused by misuse, electrical surges, or any of the exclusion criteria detailed in our Warranty Policy.

3. Non-Returnable & Non-Exchangeable Items

In alignment with the exceptions listed under Egyptian Consumer Protection Law, the following items cannot be returned or exchanged unless they have a verified manufacturing defect:

• Software & Licenses: Digital software licenses, activated Cisco smart accounts/licenses, operating system keys, or unsealed software media.
• Customized Solutions: Hardware or server configurations that have been custom-built, modified, or specially ordered to meet specific client specifications.
• Consumables: Items whose factory seals have been broken or altered, rendering them impossible to resell as brand-new.

4. Refund Methods and Processing Times

Once your return request is technically approved, refunds will be issued based on your original payment method:

Original Payment Method	Refund Method	Estimated Processing Time
Cash on Delivery / Cash at HQ	Cash Refund or Bank Transfer	Immediate (at HQ) or 2–3 Business Days
Credit / Debit Card (Online/POS)	Reversal to the same card	10–14 Business Days (Subject to bank policies)
Bank Transfer / Corporate Check	Bank Transfer	3–5 Business Days
Mobile Wallets (Vodafone Cash, etc.)	Wallet Transfer	1–2 Business Days

5. How to Initiate a Return or Exchange

To ensure swift processing and protect your rights, please follow these steps:

1. Submit a Ticket: Contact ProSolutions Customer Support via WhatsApp or Phone, or visit our headquarters to open a “Return/Exchange Request.”
2. Pack the Item: Securely pack the device in its original box with all accompanying cables, brackets, and documentation.
3. Inspection: Our technical team will inspect the item to verify its condition against the compliance checklist.
4. Resolution: Upon approval, your refund or replacement product will be processed immediately according to the timelines in Section 4.

For any inquiries regarding your statutory rights, returns, or exchanges, please reach out to our compliance team