BergHOFF Leo Santoku Knife - 17.5 cm Stainless Steel Blade with Ergonomic Handle for Precision

Return and Refund Policy | Cupindy (English)

1. Order Cancellation

• You can cancel your order by 2:00 PM on the same day it was placed. Orders canceled after this time cannot be processed for cancellation.

2. Return Eligibility

• You can request a return within 14 days of receiving your order. The product must meet the following conditions:
  • Condition: The product must be in its original condition, unused, and in the original packaging (sealed/unopened if applicable) with all accessories, manuals, and warranty cards included.
  • Damage: The product must not have been damaged while in your possession.
  • Product Consistency: The product should be the same as what was delivered to you, with no alterations.

3. Product Quality and Pricing

• Product Information: We offer a wide range of products with varying prices and quality levels. Detailed product information, including brand, material, and price, is provided on the product pages to help you make informed purchasing decisions.
• Complaints Regarding Quality: If you receive a product and are dissatisfied with its quality, please refer to the product page for specifications, pricing, and brand information to ensure it matches your expectations.
• Returns Due to Quality Perception: If you wish to return a product due to quality concerns, and the product matches the description provided on our website, the return will be processed under our standard return policy:
  • You may return the item within 14 days of receiving it.
  • Return Shipping Fees: In such cases, the customer is responsible for the return shipping fees.

4. Items with Adhesive Materials

• Some of our products include sticks or double-sided tape for mounting or attachment purposes. Please note the following:
  • Adhesive Strength: We ensure that our products include adhesive materials designed for general use. However, the strength and effectiveness of these adhesives can vary depending on surface type, application, and environmental conditions.
  • Complaints Regarding Adhesive Weakness: If you experience issues with the adhesive's strength, please contact our Customer Service for guidance on alternative mounting solutions.
  • Returns Due to Adhesive Issues: Returns or exchanges solely due to adhesive weakness will be processed under our standard return policy. If the product otherwise meets the return eligibility conditions, you may return it within 14 days, and you will be responsible for the return shipping fees.

5. Size and Color Expectations

• Product Information: We strive to provide detailed information about product sizes and colors on our product pages, including whether the colors are random or selectable.
• Returns Due to Size or Color Expectations: If you wish to return a product because the size or color did not meet your expectations (even though it was as described on the product page), you may do so within 14 days of receiving the product.
  • Return Shipping Fees: In such cases, the customer is responsible for the return shipping fees.

6. Exchanges for Eligible Items

• If you wish to exchange an eligible item for another product without any mistakes on our part:
  • Return and Shipping Fees: You will be charged for both the return shipping fees and the shipping fees for the new order.
  • Return and Inspection: The original item must first be returned to us for inspection. Once we receive and approve the returned item, we will proceed with shipping the new order.
  • Time Frame: The exchange request must be made within 14 days of receiving the original item.

7. Faulty or Incorrect Items

• Items Priced Over LE 50: If you receive a faulty (defective) or incorrect item priced over LE 50, please contact our Customer Service within 14 days of delivery. We will assess the issue and may request additional information (photos, videos) to verify the fault/defect.
  • Free Returns: We will cover the return shipping costs for faulty or incorrect items and provide a full refund or replacement if applicable.
• Items Priced at LE 50 or Less: If a defective item priced at LE 50 or less is sent by mistake, we will refund you the item price. These items are not eligible for replacement.
  • Refund Only: The refund will be processed without the need for returning the defective item.

8. Refund Policy

• Refund Methods: Refunds can be transferred through various methods including:
  • Bank Account
  • Instapay
  • Credit Cards (where possible)
  • Valu (where possible)
  • Wallets
• Credit Card and Valu Limitations: In certain cases, we may be unable to refund directly to credit cards or Valu. In such situations, customers will need to accept a refund to their bank account or wallet.
• No Cash Refunds: We do not provide refunds in cash manually.
• Third-Party Transfers: In many instances, refunds may be processed through a third-party service. This action is performed without any legal responsibility on our part as long as the customer successfully receives the refunded amount.
• Processing Time: Refunds will typically be processed within 7-10 business days after the return is inspected and approved.

9. How to Initiate a Return or Exchange

• Online Returns: For a quick and convenient return or exchange process, use our online return portal by visiting this link. Simply follow the instructions to submit your return or exchange request automatically.

• Facebook Messages: You can initiate a return or exchange by sending us a message on Facebook here.

• Customer Service: You can also contact our Customer Service within 14 days of delivery:

  • WhatsApp: 01141140096
  • Phone: 01158080470

• Working Hours: Our working hours are from 10:00 AM to 5:00 PM on all days except Fridays, Sundays, and national holidays.

• Our courier company will collect the return items within 3-5 working days.

• We will inspect the returned items within 3-5 working days after collection.

• The entire return and inspection process will typically be completed within 14 working days.

10. Return Shipping Fees

• If you change your mind, are returning a product due to quality perception, size or color expectations, or need to exchange a correctly delivered product, you will be responsible for the return shipping fees.
• For faulty or incorrect items priced over LE 50, we will cover the return shipping fees.

11. Important Notes

• Return Packaging: Please return items in their original packaging, with all components (e.g., manuals, accessories).
• Inspection and Verification: We reserve the right to inspect and verify the condition of the returned item before issuing a refund or replacement.
• Misuse: If customers are found to misuse the return policy (e.g., excessive returns, returning items in non-original condition), Cupindy reserves the right to warn, restrict, suspend, or terminate their accounts.

12. Processing Time

• After the courier picks up your item, it can take up to 14 working days for us to inspect and process your return.
• Refunds may take 7-10 business days to show on your payment card statement or 4 business hours if refunded to your Cupindy Gift Balance.

13. Contact Us

If you have any questions or need assistance with returns and refunds, please contact our Customer Service:

• WhatsApp: 01141140096
• Phone: 01158080470
• Working Hours: 10:00 AM to 5:00 PM, every day except Fridays, Sundays, and national holidays.