Refund Policy
Refund Policy — ICD
Effective date: April 21, 2026
This Refund Policy describes when and how ICD issues refunds. It should be read together with our Returns and RMA Policy, Warranty Policy, and Cancellation Policy.
1. Eligibility for Refund
You are eligible for a refund in the following situations:
| Situation | Refund Amount | Timeframe |
|---|---|---|
| Dead on Arrival (DOA) — hardware defective on delivery | 100% or replacement | Report within 7 days |
| Wrong item shipped (ICD error) | 100% plus return shipping | Report within 14 days |
| Item materially different from description | 100% | Report within 14 days |
| Order cancelled before sourcing begins | 100% | Per cancellation policy |
| Customer change of mind, unopened | 90% (10% restocking fee) | Within 30 days |
| Customer change of mind, opened but undamaged | 85% (15% restocking fee) | Within 30 days |
| Custom-configured (CTO) builds | Non-refundable | — |
2. Statutory Rights
Egyptian consumers have a 14-day statutory right of withdrawal under Consumer Protection Law No. 181 of 2018 Article 32. ICD honours this right and extends it to 30 days for most items.
3. Refund Method
Refunds are issued to the original payment method:
- Credit/debit card — refunded to the same card via the acquirer. Typical bank processing: 7-14 business days after ICD initiates the refund.
- Bank wire (T/T) — refunded by outbound wire to the originating account. Typical processing: 3-7 business days.
- Letter of Credit (L/C) — per L/C terms and issuing bank procedures.
- Cheque — refunded by new cheque to the original payer.
We do not issue refunds to third-party accounts. We do not convert refunds to store credit unless you request this in writing.
4. Processing Time at ICD
- DOA and ICD-error refunds: initiated within 3 business days of returned item receipt and verification.
- Change-of-mind refunds: initiated within 14 business days of returned item receipt.
- Cancellation refunds (pre-shipment): initiated within 5 business days of cancellation approval.
Bank processing time is additional and varies by payment method and customer bank.
5. Currency and Exchange Rate
Refunds are issued in the original transaction currency. If the transaction was in USD, refund is in USD. Any exchange-rate variation between payment date and refund date is borne by the customer, not by ICD.
6. Partial Refunds
Partial refunds apply when:
- Part of a multi-item order is returned
- Restocking fee applies
- Item is returned in condition worse than shipped (damage deduction per inspection report)
- Accessories or original packaging are missing
7. Non-Refundable Items
- Custom-configured CTO servers and custom builds (per customer specification)
- Downloadable software licences once activation keys are released
- Items damaged by customer (physical damage, liquid, improper installation)
- Items with OEM seals broken on activation-locked software (Microsoft, VMware, Red Hat)
- Services already performed (TPM, professional services rendered)
- Shipping and insurance fees (except when ICD at fault)
8. How to Request a Refund
- Email [email protected] or WhatsApp +20 104 022 2214 with: invoice number, item, reason, photos or evidence
- Receive RMA number within 24 business hours
- Return item (if applicable) within 20 days of RMA issuance
- Refund is initiated on receipt and verification per timeframes in Section 4
9. Refund Disputes
If you believe a refund was incorrectly calculated or delayed, email [email protected] with the RMA number, expected amount, and supporting documentation. Disputes are reviewed within 7 business days.
10. Chargebacks
Before initiating a credit-card chargeback, please contact us directly. Most disputes are resolved faster through direct communication than through bank chargeback processes. Fraudulent chargebacks may be reported to the acquirer and referred for legal action.
11. Contact
- RMA & returns: [email protected]
- Finance & refunds: [email protected]
- Phone: +202 27052005 (business hours, GMT+2)