Return, Refund & Exchange Policy
As most of our products are made-to-order and produced according to customer-selected specifications, our return and exchange policy is designed in accordance with applicable Egyptian consumer protection regulations while considering the customized nature of our products.
Custom‑Made Products
Products manufactured according to the customer’s requested dimensions, colors, finishes, or specifications are FINAL SALE, and not eligible for return, exchange, or refund, except in cases of:
• Manufacturing defects.
• Delivery of a product that materially differs from the approved specifications.
• Damage caused during transportation.
Important Notes:
• Minor variations in color, texture, finish, or appearance may occur due to photography, lighting conditions, screen settings, or the natural characteristics of the materials used and shall not be considered manufacturing defects.
• Customers are responsible for reviewing and approving all product specifications, dimensions, and finishes before confirming their order. Customers are welcomed to visit our showroom to view and inspect it in person before placing your order. Alternatively, approvals can be finalized via agreed-upon written correspondence.
• If a customer requests a specific, custom design, the exact shape and dimensions must be clearly agreed upon. It is highly recommended to provide a clarifying sketch or an illustrative image of the requested item.
• Timeline: The production timeframe will be determined by the company after all details are clarified. Please note that custom manufacturing takes longer than standard production times.
• Delivery: If a customer receives a product in multiple shipments (specifically for all locations outside of Cairo), delivery fees will be calculated based on the total number of deliveries made.
Inspection Upon Delivery
• Customers are encouraged to inspect products immediately upon delivery. Any issues discovered post-delivery are the sole responsibility of the customer.
• Any visible damage, shortage, or discrepancy must be reported by providing Order details, Description of the issue, and Supporting photographs.
• Specification Mismatch: Discrepancy in the specifications agreed upon by the company must be reported at the time of delivery.
• Delivery Damage: Damage sustained by the product during delivery by the company must be reported at the time of delivery
• If a product is found to be defective at the time of delivery, the company will notify the customer of the scheduled date for its replacement
• Failure to immediate report delivery-related issues may affect eligibility for claims.
Manufacturing Defects
If a manufacturing defect is identified, the company will inspect the product and determine the appropriate solution, which may include repair, replacement, or refund.
Appearance of manufacturing flaws within the first 14 days from the delivery date.
Non-Acceptable Returns
• Returns or exchanges will not be accepted for products that have been used, altered, or damaged.
• The company is not responsible for any damage that occurs to the goods after the delivery date.
Cancellation
• Orders may only be canceled before production begins and upon written confirmation from our team within the first 24 hours from the confirmation date.
• If cancellation occurs after the first 24 hours a 30% deduction of the total order value will apply to compensate for wasted materials and company time.
Refund Processing
• Approved refunds will be processed through the original payment method whenever possible.
• Refund processing times may vary depending on the payment provider, bank, or financial institution considering official holidays and standard business days.
• Any applicable delivery, collection, or delivery fees may be deducted where permitted by law. These costs are calculated based on distance, vehicle size, the number of workers required, and any tools utilized.
Acknowledgment
By placing an order, the customer acknowledges and agrees to the terms of this Return & Exchange Policy.