Refund, Return and Exchange Policy

Effective date: 3-5 Years

At Spike Lube, we are committed to providing high-quality automotive lubricants and a reliable shopping experience. If you are not satisfied with your order, you may request a return, exchange, or refund according to the terms below and applicable Egyptian consumer protection laws.

1. Returns within 14 Days

You may request a return or exchange within fourteen (14) days from the date you receive your order without providing a reason, provided that:

  • The product is unused and unopened.

  • The original seal, packaging, label, and safety markings are intact.

  • The product has not been mixed, poured, contaminated, modified, or improperly stored.

  • The product is returned in the same condition in which it was received.

  • Proof of purchase or the original order number is provided.

Opened or used oils, brake fluids, transmission fluids, and other liquid products may not be eligible for return when their condition or packaging prevents them from being resold safely.

2. Defective, Damaged or Incorrect Products

If you receive a defective, damaged, leaking, expired, or incorrect product, please contact us as soon as possible.

We may request clear photographs or videos showing:

  • The product and its packaging.

  • The shipping box and delivery label.

  • The damaged or incorrect item.

  • The order number or invoice.

After verification, we will provide an appropriate solution, which may include replacing the product, repairing the issue where applicable, or issuing a refund at no additional cost to the customer.

3. Products Not Eligible for Return

A return may be refused if the product:

  • Has been opened, used, poured, mixed, or contaminated.

  • Has been damaged because of incorrect use, handling, or storage.

  • Is missing its original packaging, seal, label, or safety information.

  • Was specially prepared according to the customer’s specifications.

  • Is a downloadable or digital product that has already been accessed or downloaded.

Free downloadable product data sheets are not refundable because they are provided at no charge.

4. Order Cancellation

You may request cancellation before your order is shipped by contacting us immediately.

Once the order has been shipped, cancellation may be treated as a return request and will be subject to this policy.

5. How to Request a Return or Exchange

To submit a request, contact us through:

Email: [your support email]
Phone / WhatsApp: [your phone number]

Please include:

  • Your full name.

  • Order number.

  • Product name and quantity.

  • Reason for the request.

  • Photos or videos, when applicable.

Do not send any product back before receiving return instructions from our customer service team.

6. Inspection and Approval

All returned products are inspected after receipt. We will notify you whether your return or exchange has been approved.

If the request is approved, we will arrange the appropriate replacement or refund. If the product does not meet the return requirements, it may be sent back to the customer.

7. Refunds

Approved refunds will normally be processed within fourteen (14) business days after the returned product has been received and inspected.

Refunds will be made using the original payment method whenever possible. For cash-on-delivery orders, we may request valid bank account or wallet details to complete the refund.

The time required for the amount to appear in your account may depend on your bank, payment provider, or electronic wallet.

8. Return and Delivery Costs

If the return is caused by an incorrect, damaged, defective, or non-conforming product, Spike Lube will cover the applicable return delivery cost.

For other returns, the return process will be handled according to applicable law and the instructions provided by our customer service team. No unauthorized shipping or restocking fees will be charged.

9. Exchanges

If an exchange is approved, the replacement product will be shipped after the returned product has been received and inspected.

If the requested replacement is unavailable, you may choose an alternative product of equivalent value or request a refund.

10. Customer Responsibility

Customers are responsible for checking the product details, viscosity grade, capacity, and intended application before placing an order.

Spike Lube is not responsible for damage caused by using a product that is unsuitable for the vehicle, equipment, engine, or transmission. Customers should follow the vehicle or equipment manufacturer’s recommendations.

11. Complaints and Support

If you have a complaint or need assistance with a return, please contact us:

Email: [your support email]
Phone / WhatsApp: [your phone number]
Business address: [your business address]

We aim to respond to all requests as quickly as possible.

12. Statutory Rights

Nothing in this policy limits or removes any mandatory rights granted to consumers under applicable Egyptian laws and regulations. Where this policy differs from a mandatory legal right, the applicable legal right will prevail.

13. Policy Updates

We may update this Refund, Return and Exchange Policy from time to time. Any changes will be published on this page with the updated effective date.