Our Policy

Returns are accepted during the first 14 days from receiving the order but the item must be in factory condition, sealed and not opened or used.

All devices are covered by a 3-month warranty from the date of receipt by the customer.

The warranty covers manufacturing defects in hardware components only.

If a defect appears during the warranty period, the customer may visit a Hatly Store branch to submit the device for technical inspection.

The inspection process takes 7 to 15 business days, depending on the nature of the issue.

If a manufacturing defect is confirmed, the product will be replaced with an identical unit subject to availability; if unavailable, the customer will receive a full refund via the original payment method.

If the customer is unable to visit a branch, the device may be shipped to Hatly Store's address for inspection.

Hatly Store will bear all shipping costs, both ways, if a manufacturing defect is confirmed. If no manufacturing defect is confirmed, the customer bears the full shipping costs.

Headphones and accessories are covered by a 1-month warranty from the date of receipt.

The warranty covers manufacturing defects in hardware components only.

The same inspection procedure applies (7–15 business days).

If a defect is confirmed and no replacement is available, the customer will receive a full refund via the original payment method.

The same shipping cost policy outlined above applies.

Software issues that do not result from customer misuse and are not related to a hardware defect are addressed through official updates released by the manufacturer. Such issues do not qualify for product replacement or refund, in accordance with Egyptian Consumer Protection Law and its executive regulations.

The warranty does not cover damage resulting from breakage or impact, exposure to liquids or moisture, product misuse, tampering with the product or attempting repairs through unauthorized parties, or any use inconsistent with the product's intended purpose.

This policy is applied in accordance with, and without conflicting with, the Egyptian Consumer Protection Law and its executive regulations, while fully preserving any additional rights or warranties granted to consumers by law.

The maximum cash-on-delivery (COD) amount is EGP 30,000.

Any remaining balance exceeding EGP 30,000 must be paid via InstaPay or Vodafone Cash (Vodafone Cash with an extra 1%) before shipping.

A 1% surcharge will be applied to the COD amount if it exceeds EGP 3,000.

For further details, please contact our support team.

Cairo & Giza: 1–2 business days

Alexandria: 1–2 business days

Qalyubia, Monufia, Gharbia, Dakahlia, Sharqia, Beheira, Kafr El Sheikh & Damietta: 2–3 business days

Ismailia, Suez & Port Said: 2–3 business days

Fayoum, Beni Suef & Minya: 2–3 business days

Assiut, Sohag, Qena, Luxor & Aswan: 3–4 business days

Red Sea, New Valley, Matrouh & South Sinai: 3–5 business days