Terms & Conditions

Effective date: 22 September 2026

1. Introduction

These terms and conditions (“Terms”) govern your access to and use of the Al Nasser Egypt website, app and related services (the “Website”). The Website is owned and operated in Egypt by FAISAL AL RASHID GENERAL TRADING (“Al Nasser”, “we”, “us”), part of the Faisal Al Rasheed Group. We provide the Website to let you browse and order products (“Products”).

By using the Website you agree to these Terms, including the policies they link to: our Privacy Policy, Shipping & Delivery Policy and Returns, Refunds & Exchanges Policy. If you do not agree, please do not use the Website.

2. User account and registration

You may create a password-protected account (“Account”) to track orders and manage returns. Your Account is personal and non-transferable. An account is not required to buy — you can check out as a guest.

You must have reached the legal age to enter into contracts in Egypt to buy from the Website, and you must give true and accurate information. Parents or guardians may let a minor use their Account but remain responsible for all activity under it. Keep your password confidential and tell us immediately if you suspect misuse.

3. Changes to these Terms

We may change these Terms at any time by publishing the updated version on this page with a new effective date. Orders are governed by the Terms in force when the order was placed.

4. Orders and delivery

4.1 Placing orders

You agree to pay the full amount shown during checkout. We may accept or decline an order at our discretion — for example, if a product is unavailable or the price was shown in error. Orders with incomplete addresses or phone numbers may be delayed, so please make sure your details are complete and correct.

4.2 Order acknowledgement and confirmation

After you order, we send an acknowledgement email with your order details. It is not an acceptance of your order. The contract is formed when we dispatch the Products or make them ready for pickup.

4.3 Pricing errors

If we find an error in the price of a Product you ordered, we will tell you and give you the choice to confirm the order at the correct price or cancel it for a full refund.

4.4 Changing or cancelling an order

To change or cancel an order, contact Customer Care on 19785 before it is dispatched. If you make a mistake when ordering, tell us as soon as possible and we will correct it where we can.

4.5 Delivery

We deliver to Cairo, Giza, 6th of October, Helwan, Alexandria, Aswan, Dakahlia, Faiyum, Gharbia, Luxor, Minya, Qalyubia and Suez. Delivery costs EGP 60 for orders below EGP 500 and is free for orders of EGP 500 or more. Orders are delivered the next day; delivery times are estimates. You can also collect your order from a participating Al Nasser store. Full details are in our Shipping & Delivery Policy.

4.6 Delivery completion

An order is delivered once you, or a person at the delivery address, receives it. Please inspect your order on delivery and report any missing or damaged item to Customer Care immediately.

5. Payments

5.1 Payment methods

• Credit and debit cards: Visa, Mastercard and American Express
• Meeza
• Apple Pay and mobile wallets
• Buy now, pay later and instalments: ValU, Sympl, Tabby, Postpay and Tamara
• Cash on delivery

All prices are shown in Egyptian pounds (EGP) and do not include value added tax. Estimated tax is calculated and shown at checkout before you pay.

5.2 Buy now, pay later and instalments

Buy-now-pay-later and bank instalment plans are provided by independent providers. Approval, instalment schedules and any fees they charge are governed by your agreement with that provider. Refunds on these orders are returned to the provider, as set out in our Returns Policy.

5.3 Card security

Card payments are processed by secure payment gateways. We do not store your full card details. Verification of the cardholder and authorisation of the transaction are the responsibility of the payment gateway and the issuing bank.

5.4 Risk and title

Risk of loss and ownership of the Products pass to you on delivery or collection, provided we have received full payment.

6. Returns, refunds and exchanges

You may return a Product within 14 days of receiving it if it is unused, in its original condition and packaging, with proof of purchase. Faulty, damaged or incorrectly supplied Products may be returned within 30 days for a replacement or a full refund, including any delivery charge paid. For hygiene reasons, underwear, corsets, socks and tights cannot be returned. Sports equipment, swimming pools and products installed by our team cannot be returned once assembled, used or filled, unless there is a manufacturing defect; report any fault within 72 hours of delivery. Start a return at online.alnasser.net/eg/returns-portal, by calling 19785, or at your nearest Al Nasser store. Returning an item to a store is free; for courier collection a fee is deducted from your refund unless the return is our fault. Full details are in our Returns, Refunds & Exchanges Policy.

Nothing in these Terms limits your rights under the Egyptian Consumer Protection Law No. 181 of 2018.

7. Online promotions

Discount codes, limited-time offers, clearance sales, free-delivery thresholds and bundle offers apply only to the Products marked as such and are subject to the conditions shown on the product page or at checkout. We may change or end a promotion at any time; this does not affect orders already placed.

8. Warranty

8.1 Warranty for home use

• Treadmill — Sports Art models: two-year motor warranty, six months on PCB board, running belt and console.
• Treadmill — all other brands: one-year motor warranty, six months on PCB board, running belt and console.
• Massagers (vibrator): three-month comprehensive warranty.
• Bike, elliptical bike, stepper, rowing machine, gym equipment and accessories: no warranty.

8.2 Warranty for club use

Treadmill, bike, elliptical bike, stepper, rowing machine, massager (vibrator), and gym equipment and accessories: one-year comprehensive warranty.

8.3 Warranty for sports and games

• Pool table: adjustments and balancing available on special request.
• Air hockey: three-month warranty for the fan only.
• Basketball stand, soccer table (baby foot), trampoline, table tennis, swimming pool: no warranty.

8.4 Warranty conditions

• For sports equipment and installed products, any incorrect delivery or apparent manufacturing defect must be reported within 72 hours of delivery so that we can inspect and resolve it. This is separate from, and does not shorten, the return period in Section 6.
• The warranty becomes void if the product is damaged, misused or tampered with by unauthorised persons.
• The warranty applies to products purchased from Al Nasser. For branded products, the manufacturer's warranty terms apply.
• The original invoice must be presented to validate the warranty.
• Where goods have been repaired or are awaiting collection, we will contact you to arrange collection or delivery. If they remain uncollected one month after we notify you, we reserve the right, after a further written reminder, to resell the product and refund you its value after deducting reasonable storage and handling costs of up to 20% of the invoice value.

8.5 General warranty information

Warranty is provided for certain products, as stated in the product description, against defects arising after purchase. It does not apply to anything other than defects in material, design and workmanship. Our obligations are limited to repairing the defective product, replacing the defective part, or replacing or refunding it at the market price of the product, at Al Nasser's discretion. Not all products are covered — always check the product page.

Warranty cover, where it applies, is stated on the product page. A warranty is void if the Product is damaged, misused or tampered with by unauthorised persons, and the original invoice must be presented.

9. Intellectual property

All content on the Website, including text, images, logos and trade marks, belongs to Al Nasser or its licensors and may be used only for your personal, non-commercial shopping. You may not copy, reproduce, distribute or commercially exploit it without our written consent.

If you post reviews or other content, you confirm that it is your own and lawful, and you grant Al Nasser a perpetual, royalty-free licence to use it. We may remove any content at our discretion.

10. Liability

We work to keep the Website accurate and available but do not guarantee that it will be uninterrupted or error-free. To the fullest extent permitted by law, our total liability for any loss arising from your use of the Website is limited to the amount you paid for the Products concerned. Nothing in these Terms excludes liability that cannot be excluded under Egyptian law.

We may refuse service, close accounts or cancel orders where we suspect fraud or a breach of these Terms. You agree to indemnify Al Nasser against claims arising from your breach of these Terms or of applicable law.

11. Privacy

We handle your personal information as described in our Privacy Policy, in accordance with the Egyptian Personal Data Protection Law No. 151 of 2020.

12. Governing law and disputes

These Terms are governed by the laws of the Arab Republic of Egypt. Any dispute arising from them or from your use of the Website is subject to the jurisdiction of the competent Egyptian courts.

13. Contact and complaints

If you have a question or complaint, contact Customer Care on 19785 or cs@alnasser.eg. If you are not satisfied with our response, you may contact the Egyptian Consumer Protection Agency on its hotline 19588 or at info@cpa.gov.eg.

By using the Al Nasser website, you acknowledge that you have read, understood and agree to be bound by these Terms & Conditions.