Refund, Returns & Shipping Policy
Welcome to Cord-less (https://cord-less.com). We are committed to delivering the best shopping experience and providing state-of-the-art smart home solutions and electronic door lock systems. To ensure transparency, protect your consumer rights, and outline our operational standards, please read our comprehensive policy below regarding shipping, delivery, cancellations, returns, replacements, refunds, and warranties.
By placing an order on our website, you agree to the terms set forth in this policy.
1. Shipping & Delivery Policy
1.1 Geographic Coverage
We ship across all governorates, cities, and regional zones within the Arab Republic of Egypt. For remote, off-grid, or newly developed zones (e.g., Red Sea resorts, North Coast, or border towns), delivery schedules may vary slightly based on courier routes.
1.2 Order Processing & Handling Time
Standard Processing: All orders undergo verification, inventory matching, and packing within 3 to 5 business days from the time the order is placed.
Peak Seasons & Promotions: During major promotional sales, seasonal campaigns, national holidays, or clearance events, order processing may take up to 5 to 7 business days.
Order Modifications: Requests to change shipping addresses or modify order items must be submitted within 12 hours of order placement. Once an order is handed over to our dispatch team or external shipping carriers, modifications can no longer be guaranteed.
1.3 Delivery Timelines & Payment Methods
The estimated delivery time begins after order processing is complete and depends on your selected payment method:
Prepaid Orders (Credit/Debit Card, Electronic Wallets, Online Installments): Orders qualify for prioritized express dispatch. Estimated delivery (and installation scheduling, if requested) is within 24 to 48 hours (1 to 2 business days).
Cash on Delivery (COD) Orders: Orders require manual phone/SMS verification prior to dispatch. Once verified, estimated delivery takes between 72 to 96 hours (3 to 4 business days).
1.4 Shipping Rates & Calculations
Standard Rates: Shipping fees are automatically calculated at checkout based on the total weight, dimensions, destination governorate, and package count.
Free Shipping Eligibility: Free shipping offers apply strictly to orders meeting specific promotional cart thresholds (as announced on the website header/banner). Free shipping covers standard ground delivery and does not include express installation or special access delivery requirements.
1.5 Package Tracking & Delivery Attempts
Order Tracking: Once your shipment is handed over to our logistical partners, you will receive an automated email and SMS notification containing your unique Tracking Number and courier tracking link.
Delivery Attempts: Couriers will attempt delivery up to two (2) times. If the customer is unreachable, refuses contact, or provides an incorrect address/phone number resulting in repeated failed delivery attempts, the package will be returned to our central warehouse. Re-shipping returned orders will incur additional standard shipping charges borne by the customer.
1.6 Delivery Inspection & Receiving Protocols
Physical Inspection: Customers or their designated recipients must inspect the exterior packaging and seal before signing the courier’s delivery receipt.
Damaged Packages upon Delivery: If a package arrives visibly crushed, torn, unsealed, or damaged, you reserve the right to refuse acceptance. You must immediately notify our customer support team within 24 hours of the delivery attempt.
2. Order Cancellations & Pre-Shipment Alterations
2.1 Customer-Initiated Cancellations
Before Dispatch: You may cancel your order free of charge if the cancellation request is received and processed before the package leaves our warehouse or is assigned a courier airway bill (AWB). A full refund will be issued via your original payment method.
After Dispatch: If you request a cancellation after the order has already been dispatched/handed to the courier, the request will be treated as a standard return under section 3. The customer will remain responsible for the initial and return shipping fees.
2.2 Merchant-Initiated Cancellations
Cord-less reserves the right to cancel any order prior to fulfillment under the following circumstances:
Unforeseen inventory shortages or defective stock identified during pre-dispatch quality checks.
Inability to verify customer identity or payment authenticity (suspected fraudulent transactions).
Inaccurate delivery address or uncontactable recipient details provided during checkout.
Pricing or typographical errors displayed on the website at the time of order placement.
3. Return & Exchange Policy
We comply fully with Egyptian Consumer Protection Laws (Law No. 181 of 2018) to ensure your complete peace of mind.
3.1 Eligibility Window
14-Day Unconditional Right of Return (Change of Mind): Customers can request a return or exchange within 14 calendar days from the actual date of delivery, without stating a specific reason, provided the product remains completely unused, unopened, and in pristine condition.
30-Day Manufacturing Defect Guarantee: Customers can request a return, exchange, or technical repair within 30 calendar days from delivery if the product suffers from a manufacturing defect or fails to perform according to stated specifications.
3.2 Mandatory Conditions for Returns & Exchanges
To qualify for a return or replacement, all the following conditions must be strictly met:
Pristine Condition: The product must be brand new, unused, uninstalled, free of scratches, scuffs, or user tampering, and in its original, sealed factory packaging.
Complete Accessories & Documentation: The original box must include all factory protective wraps, instruction manuals, mounting templates, screws, keys, access cards, cables, certificates, and promotional bundled free gifts (if any).
Proof of Purchase: A valid original tax invoice, digital receipt, or verified order number issued directly by Cord-less must accompany the return request.
Intact Serial Numbers: Product serial numbers, IMEI tags, or warranty seals must not be defaced, removed, covered, or tampered with in any way.
3.3 Non-Returnable & Non-Exchangeable Items
Returns or exchanges will be rejected under the following conditions:
Installed Products: Smart locks, electronic devices, or sensors that have already been physically installed onto doors, wired into electrical networks, or drilled into surfaces.
Software/App Registered Devices: Devices that have been paired with personal accounts, connected to third-party home hubs, or registered via administrative mobile apps, where user credentials cannot be factory-reset by our technicians.
User-Induced Damage: Products damaged due to misuse, accidental drops, improper DIY installation, power surges, liquid ingress (for non-waterproof models), extreme weather exposure, or unauthorized repair attempts.
Clearance & Final Sale Items: Products explicitly marked as “Final Sale,” “As-Is,” or “Clearance” (unless defective upon arrival).
Missing Components: Items returned without original packaging, key components, or essential accessories.
Expired Requests: Claims made after the expiration of the 14-day or 30-day legal windows.
4. Refund Policy
4.1 Return Verification & Inspection Process
Upon receiving the returned item at our central service warehouse, our technical team will inspect the product to confirm its physical condition, completeness, and validity of the claim.
The inspection process typically takes 24 to 72 business hours from receipt.
You will be notified via email or phone regarding the approval or rejection of your return/refund request.
4.2 Refund Processing & Methods
Once approved, refunds will be issued exclusively through the following methods based on how the purchase was initially funded:
Credit / Debit Card Purchases (Visa, Mastercard, Meeza): Refunds are credited directly back to the bank card used during checkout. Depending on your issuing bank’s processing cycles, funds will reflect in your account within 5 to 10 business days.
Cash on Delivery (COD) Purchases: Refunds for COD orders are processed via Electronic Wallets (Vodafone Cash, Orange Cash, Etisalat Cash, WE Pay) or Direct Bank Transfers to an account under the customer’s name within 3 to 5 business days. Cash refunds are never handed out in physical currency via couriers.
Installment Payment Plans (Bank Installments / Consumer Finance Apps): Refunds for purchases made through consumer finance services (e.g., ValU, Souhoola, Premium Card, Bank Installment Plans) will be credited back via the partner provider according to their respective financial processing terms.
4.3 Deduction of Shipping Fees & Non-Refundable Charges
Change of Mind Returns (14-Day Window): If a return is accepted because the customer changed their mind, the customer is responsible for both the initial delivery cost and the return shipping fees. These charges will be deducted from the final refund amount.
Defective/Incorrect Item Returns: If the return is due to a proven manufacturing defect, shipping damage, or an error on our part (e.g., incorrect item sent), Cord-less will bear all shipping costs, and a 100% full refund or replacement will be provided.
5. Warranty & Post-Purchase Services
5.1 Warranty Coverage
All authentic Cord-less smart door locks and smart home hardware come with an official manufacturer warranty of up to 5 Years (subject to product line specifics: typically 2-year full replacement warranty for manufacturing defects + 3-year maintenance and spare parts support).
The warranty strictly covers internal circuit faults, motor failures, keypads, sensor glitches, and manufacturing defects.
5.2 Warranty Exclusions
The warranty is void under the following events:
Physical damage caused by force, drop, collision, or improper door alignment causing mechanical strain.
Unauthorized opening, modifications, soldering, or third-party repairs.
Exposure to direct rain, excessive moisture, or corrosive chemicals on indoor-rated devices.
Use of improper battery types, battery acid leakage, or unstable voltage supplies.
5.3 Professional Installation Service
To prevent accidental damage during installation, we recommend booking our certified Cord-less technical installation service.
Installations performed by uncertified third-party technicians that lead to mechanical or electronic damage will void both warranty and return privileges.
6. How to Initiate a Return, Exchange, or Claim
If you experience an issue with your order or wish to return/exchange an item, please follow these steps:
Contact Support: Reach out to our customer care team through any of the following channels:
Customer Support Hotline / WhatsApp: +201004441217
Official Email: info@cord-less.com
Headquarters Address: 45 Asmaa Fahmi Street, Ard El-Golf, Heliopolis, Cairo, Egypt.
Provide Required Documentation:
Full Name and Registered Contact Number.
Order ID / Invoice Number.
Clear photos or video clips clearly showing the product condition, packaging, and the defect/issue (if applicable).
Shipment Collection: Once your request is pre-approved, our customer support team will arrange for a courier pick-up from your address or direct you to drop off the package at our nearest service center.
Resolution: Upon arrival and verification at our facility, your refund, replacement unit, or repair service will be processed promptly.