The periods for the exchange and return of goods are divided into two distinct timeframes:

First: Exchange and Return within 14 days of the delivery date without cause, with some exceptions.

Second: Exchange or Return of defective goods within 30 days of the delivery date.

This is detailed as follows:

First: Exchange and Return within 14 Days of Delivery Without Cause

The consumer has the right to exchange the product or return it for a full refund without providing any reason and without incurring any expenses within fourteen (14) days of receiving it.

As an exception, the consumer may not exercise the right of exchange or return in the following cases:

  1. If the nature, characteristics, packaging, or wrapping of the product prevents its exchange or return, or makes it impossible to return it to the condition it was in at the time of purchase.
  2. If the goods are perishable consumer products.
  3. If the product is not in the same condition it was in at the time of sale for a reason attributable to the consumer.
  4. If the goods are manufactured according to special specifications requested by the consumer, and the product conforms to these specifications.
  5. Books, newspapers, magazines, computer software, and similar items.
  6. If the product is considered jewelry, precious metals, or items of a similar nature.
  7. Underwear and wedding dresses, if their packaging has been removed.

Second: Exchange or Return of Defective Goods within 30 Days of Delivery

The consumer has the right, within thirty (30) days of receiving the product, to exchange it or return it for a full refund if it is found to be defective.

In such cases, the consumer must contact the supplier (the seller, distributor, or guarantor company) and specify the defect.

The supplier is obligated, upon the consumer’s request, to exchange the product or accept its return with a full refund, without any additional cost to the consumer, within one week from the date the consumer makes the request. The refund will be issued using the same payment method as the original purchase.

In the event of a dispute regarding the existence of a defect in the product, the consumer has the right to file a complaint with the appropriate agency, which will, in turn, investigate the complaint, communicate with the supplier, and issue a binding decision in the matter.