Policies, Terms and Conditions

Pre-Delivery Policy
  • After an order is placed, our customer service team will contact you to confirm it and provide any feedback resulting from the review of your order regarding products or quantities. If communication cannot be established, the order will be canceled.
  • To finalize your order, you must provide all required personal data. Please note that additional information, such as a copy of your national ID, may be requested for purchases exceeding 25,000 EGP, or any other data deemed necessary to complete the order process.
  • To proceed with shipping, payment for the shipping cost is required as a minimum to complete the shipping procedures.
  • Your electronic invoice will be issued to your account on the website after the delivery process is completed. If you are unable to access it within 48 hours of delivery, please contact customer service at 19616.
    • How to Receive Your Order
  • Shipping and delivery will be made only to the address specified in your purchase order and cannot be changed after customer service has contacted you to confirm the order.
  • You must sign the shipping manifest with your full name and national ID number.
  • Your signature on the shipping manifest with the representative is an official acknowledgment of receiving all ordered products in good condition and with all their components. Therefore, you must verify the receipt of each product in terms of quantity, colors, and product integrity, as the company is not responsible for any shortage or breakage after receipt.
  • If the customer is unable to receive the order, whether due to the representative's refusal to deliver or for any other reason, or if there is any damaged or unwanted product from the outset, please contact customer service to confirm and understand the situation and ensure proper settlement of the order.
  • The company is not responsible for aging, unloading, or lifting goods, or for providing workers. Delivery is made at the base of the building from the vehicle.
    • Exchange and Return Policy
  • The customer has the right to exchange or return a product within 14 days from the date of shipment receipt, provided the item is in the same condition as received, including packaging and internal product condition, unless it is one of the products specified under the non-returnable items clause.
  • The customer is responsible for the shipping costs of receiving and exchanging the product.
  • Any product can be exchanged within a maximum of 30 days from the product's shipping date, and within a specific scope related to the product, such as changing size or color only. The customer bears the shipping costs for the product exchange.
  • The product will be exchanged for another product or a credit will be added to the customer's wallet.
  • If there was a gift with the purchase order, it must be returned with the product; otherwise, the exchange or return request will not be approved.
  • Returns are calculated at the same value paid for them, regardless of their current value.
    • Exchange and Return Steps
  • Contact us to request a return or exchange through the website. Please note that it is required to attach a video and photos of the condition of the product you wish to exchange or return.
  • Order Confirmation: Our customer service representative will inspect and review the customer's request for an order exchange or return and ensure direct communication with the customer.
  • For returns or exchanges, the product must be unused and in good condition with all accessories and original packaging. If there is any damage that applies to the condition in which the customer received their products, in this case, we will not accept the exchange request. If the product is in its original condition with its accessories and without damage, our representative will be sent to inspect the product. If the customer prefers an exchange, the inspection takes approximately 5 working days, and the product will be exchanged and shipped back to the customer within approximately 48 hours after the inspection is confirmed.
  • The responsibility for the safety of the returned item lies with the customer until the product reaches our warehouses for inspection and receipt. If the warehouse rejects the return due to defects, missing components, damaged packaging, or any other reason that prevents its resale to other customers, it will be sent back to the customer.
    • Regarding Manufacturing Defects
  • Contact us: Call our customer service team at 19616 to register a complaint. The complaint details will be sent to the manufacturer for inspection and a report, and a decision will be made based on that report.
    • Refund Policy
  • The amount will be refunded using the same payment method used by the customer. If there are any administrative fees incurred by the company, they will be deducted from the refunded amount.
  • Cash Refund: The amount will be returned to the customer via bank transfer to the customer's account or by visiting one of our branches to collect the amount.
  • Refund processing time is 7-14 business days, through one of the following payment methods: Cash, Bank Transfer, InstaPay.
    • Non-Returnable Products

    Based on the nature of our products, some items cannot be exchanged or returned, such as:

  • Granite Kitchen Sinks
  • Sanitary Ware and Bathtubs
  • Mirrors
  • Electrical Appliances
  • Pipe Fittings
  • Ceramic and Porcelain Remnants
  • Special Orders
    • Images and Colors
  • Product images and colors on the website are for illustrative purposes, as they depend on various factors, including the display settings we use on the site, and the shape and size of the products. Therefore, they may appear different in reality than on screen.
  • For an accurate description of any product and details of what it includes, please read the description provided with the product.
    • Installation and Warranty
  • Installation and warranty activation terms are attached to each product's screen.