realme Q5 Pro Dual SIM 5G

Last updated: October 20, 2026

At Ennap.com, we value our customers' satisfaction and strive to ensure a comfortable and secure shopping experience. Therefore, we offer a flexible return, exchange and cancellation policy to ensure your complete satisfaction with your purchases.

After Receiving Your Order

• Receive your order from the courier as usual.
• If you find that the product is not what you ordered, damaged or defective, or that any item of the order is missing, please contact us as soon as you notice it, and our team will review the case and take the appropriate action.
• Please keep the product, its box and all its contents as they are until the case is reviewed.

Returns

• You can request a return within 14 days from the date of receipt, provided that:
  • The product is in its original sealed packaging and has not been opened.
  • The product is unused, free of any damage or scratches, and in its original condition.
  • It is returned in its original box and packaging, which must be intact, without tears, writing or stickers.
  • It is returned complete with everything it came with: accessories, free gifts and the invoice.
  • The serial number matches the one on the box.
• Products cannot be returned once their original seal has been opened, unless they have a manufacturing defect.
• Digital products and gift cards cannot be returned.

Exchanges

• You can request to exchange the product for any other product within 14 days from the date of receipt, under the same conditions as returns.
• If the new product costs more, you pay the difference; if it costs less, we refund you the difference.

Products with a Manufacturing Defect

• The warranty provider and warranty period vary by product, such as the official agent, distributor, importer or our own store warranty. You can find the details in the "Warranty information" tab on the product page.
• Within 30 days of receipt: contact us and return the product to us. We will inspect it or hand it over to the warranty provider to obtain a technical report. Based on the inspection, it is determined whether the issue is a manufacturing defect or the result of misuse, and whether the product will be replaced. You will be informed of the inspection result, and if you disagree with it, you can contact us to review it.
• After 30 days: the defect is handled through the product's warranty, as shown on the product page.
• If the product has a manufacturing defect but has also been damaged by the customer, such as scratches, breakage or impact marks, the replacement or return may not be accepted, the value of the damage may be deducted, or the defect may be repaired under the product's warranty, depending on the assessment of each case.

How to Submit a Request

• Submit your request through your account or contact us, stating the order number and the reason, and attaching photos or a video if there is a defect.
• After reviewing your request, we will contact you to arrange how the product will be returned, either picked up from your address by a courier or dropped off at our office.

Refunds

Once we receive and inspect the product, the refund will be issued within 7 to 14 business days:

• Card payments: to the same card used for payment.
• Cash on delivery: via InstaPay, mobile wallets, bank transfer, or in cash at our office after coordinating with customer service.
• For payments made with prepaid bank cards, 3% may be deducted from the refund due to bank processing fees.
• The refunded amount may take additional time to appear in your account, depending on your bank or payment method.

Shipping Costs

• If the return or exchange is due to a manufacturing defect or an error on our part, we cover the return shipping costs and also refund the original shipping fees of the order.
• If the reason is on the customer's side, the customer may bear the return shipping costs, and the original shipping fees of the order are not refunded.

Order Cancellation

• Before the order is prepared for shipping: you can cancel it yourself through your account, or by contacting us.
• After the order is prepared or shipped: you can request cancellation at any time before receiving it by contacting us.
• If the order is refused upon the courier's arrival, the customer may bear the shipping costs.
• If the order has been paid, the amount will be refunded using the methods described in the Refunds section.

Note

This policy does not affect any consumer rights established under the laws in force in the Arab Republic of Egypt.

We reserve the right to modify or update this policy at any time. Customers will be notified of any significant changes.

Last updated: October 20, 2026

Shipping Costs

• The shipping cost (if any) is shown at checkout after selecting your governorate.
• Shipping is free on orders of EGP 5,000 or more, except for Matrouh, New Valley and North Sinai.
• Pickup from our office is free.
• Same-day delivery may be subject to an additional fee.

Order Processing & Dispatch

• Orders placed Saturday to Thursday before 5 PM are handed over to the shipping company on the same day. Orders placed after that time are shipped on the next working day, except in exceptional cases.
• There are no deliveries on Fridays or official holidays, except in exceptional cases.
• We may contact you to confirm your order before shipping it.

Cash on Delivery

For orders above EGP 10,000, we may ask you to transfer the amount exceeding EGP 10,000 before shipping, especially for orders outside Cairo and Giza.

Delivery Times (Approximate)

Delivery times start from the shipping date and may be longer during peak seasons and sales, or due to circumstances beyond our control.

Same-Day Delivery

• Available in Cairo and Giza for orders placed Saturday to Thursday before 5 PM.
• An additional fee may apply. Please contact us after placing your order to confirm same-day delivery.
• It is also available to some other governorates via intercity transport (buses), with the pickup point arranged with us.

Pickup from Our Office

• Choose "Pickup" at checkout, and we will notify you when your order is ready for pickup.
• Please bring your order number when collecting your order.
• Pickup on Fridays and official holidays is possible in exceptional cases after coordinating with us.

Order Tracking

• Once your order is shipped, you will receive an SMS and an email with a tracking link.
• You can also follow your order status at any time through your account.
• If your order has not arrived within the expected time, please contact us and we will follow up with the shipping company.

Delivery Address

• For more accurate delivery, we recommend adding a nearby landmark and the compound or area name, if any.
• The delivery address can be changed before the order is prepared for shipping by contacting us. Once the order is prepared or shipped, changes may not be possible.
• In some remote areas, or if the courier cannot reach the address itself, we may agree with you on the nearest suitable meeting point to hand over the order.

Receiving Your Order

• The courier will contact you before delivery, so please make sure your address and phone number are correct and that your phone is reachable.
• If someone else receives the order on your behalf, such as a family member, building security or a colleague, the order is considered received.
• If delivery fails after several attempts, the order may be cancelled and returned to us.
• If you find any issue with your order after receiving it, please see our Return, Exchange & Cancellation Policy.

Pre-order Products

Pre-order products are shipped according to the date shown on the product page or the date provided by our customer service team.

Shipping Outside Egypt

We currently deliver within Egypt only.

If you have any questions or inquiries, you can visit our help page or contact us.