سياسة الاسترجاع والاستبدال
Return and Exchange Policy
We are committed to providing products that conform to the specifications advertised and meet quality standards that ensure our customers’ satisfaction. We also strive to protect the rights of both our customers and our company in accordance with the provisions of Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations.
This policy applies to all products sold through our website, including mirrors, perfumes, wall art, and partitions, taking into consideration the nature of each product and its method of manufacture, packaging, delivery, and installation.
First: Right to Return or Exchange
In accordance with applicable law, the customer has the right to request the return or exchange of a product within 14 days from the date of receipt, without providing a reason, subject to the exceptions stipulated by law.
These exceptions may include circumstances where the nature, characteristics, or method of packaging of the product prevents it from being returned to its original condition, where the product has been manufactured according to specific specifications requested by the customer and conforms to those specifications, or where the product has been altered or damaged due to the customer.
In the event of a product defect, the customer also has the right to request a return or exchange in accordance with the applicable legal provisions and time limits, without prejudice to any other statutory warranties or rights granted to the consumer.
Second: Mirror Return and Exchange Policy
Due to the special nature of mirrors and their susceptibility to breakage, scratching, or damage during transportation or handling, the following procedures apply to protect the rights of both parties:
1. Inspection of the Mirror Upon Delivery
When the company delivers a mirror, the customer or their authorized representative is allowed to inspect the product before final acceptance.
The customer should check:
- That the glass is intact and free from cracks or breakage.
- That the frame is intact and free from any visible damage.
- That the lighting is functioning properly, where the mirror is equipped with LED lighting.
- That all accessories and components supplied with the product are present and intact.
- That the size, shape, color, and specifications correspond to the order.
Customers are advised to record any visible damage or observations on the delivery document or document them immediately through photographs.
2. Damage During Delivery
If any breakage or damage resulting from transportation or handling is identified upon delivery and before the customer accepts the product, the condition will be documented, and the company will be responsible for addressing the matter in accordance with applicable law, whether through replacement, repair, or another appropriate solution depending on the nature of the case.
3. After Acceptance of the Mirror
After the customer has received the mirror and confirmed that it is in good condition, the customer is responsible for maintaining, using, and storing the mirror properly.
The company shall not be responsible for damage resulting from:
- Dropping or impact.
- Improper installation or removal.
- Installation by a third party or technician not authorized by the company, where specialized installation is required.
- The use of inappropriate cleaning materials or tools.
- Exposure to moisture, excessive heat, or environmental conditions unsuitable for the product.
- Breakage, scratches, or damage resulting from misuse or improper handling after receipt.
This does not affect the customer’s statutory rights in cases involving an original manufacturing defect or a defect that was not caused by misuse.
Third: Mirrors Manufactured or Customized to Customer Specifications
Where a customer orders a mirror manufactured or prepared according to specific dimensions, designs, colors, frames, or other specifications selected by the customer, the product will be manufactured according to the details approved by the customer prior to production.
Customers are requested to carefully review and approve all specifications before production begins.
A customer may not cancel an order or reject a product solely due to a change of mind after customized production has commenced, provided that the product conforms to the specifications approved by the customer and subject to any rights and exceptions provided by applicable law.
Fourth: Wall Art and Decorative Products
Customers may request the return or exchange of wall art and decorative products in accordance with the applicable legal time limits and requirements, provided that the product has been properly maintained and has not been damaged or altered due to an act or omission attributable to the customer.
In the event of visible damage upon delivery, the customer should notify the company immediately and provide photographic documentation of the condition.
Fifth: Perfumes
Due to the nature of perfume products, the product, packaging, wrapping, and overall condition should be maintained in their original state.
Where a return is permitted by law, the product should be returned in a condition that allows it to be resold, unless the return is due to a defect, non-conformity, or another legally recognized reason requiring the return.
No restriction contained in this policy shall apply in a manner that limits or contradicts any statutory right granted to the consumer under applicable law.
Sixth: Partitions
For partitions and products that are manufactured, prepared, cut, or installed according to the customer’s specific dimensions or specifications, the customer must review and approve the dimensions, design, and specifications before manufacturing or execution begins.
In the event of a defect or non-conformity with the approved specifications, the matter will be handled in accordance with applicable law and the nature of the product.
Any damage resulting from misuse, improper installation, or improper handling after delivery shall be the customer’s responsibility where it is established that such damage was caused by the customer.
Seventh: How to Request a Return or Exchange
To submit a return or exchange request, please contact us using the phone numbers or email address provided on our Contact Us page.
Please provide the following information:
- Order number.
- Customer name.
- Product to be returned or exchanged.
- Reason for the request.
- Photos or videos showing the condition of the product, where appropriate.
The company may request to inspect the product in order to verify its condition and determine the cause of any damage or defect, without prejudice to the customer’s statutory rights.
Eighth: Refunds
Where the customer is determined to be entitled to a refund, the amount will be refunded in accordance with the payment method and the procedures and time limits prescribed by applicable law.
No provision of this policy shall be interpreted as a waiver by the customer of any right granted to them under Egyptian Consumer Protection Law No. 181 of 2018.
Ninth: Delivery and Installation
Where the company provides delivery services for mirrors or other products, the company shall remain responsible for the product until the point of delivery, in accordance with applicable law.
Where the company provides installation services, the installation will be carried out by the company’s technicians in accordance with the nature and requirements of the product.
If the customer chooses to install the product independently or through a third-party technician, the company shall not be responsible for damage resulting from improper installation, without prejudice to the customer’s rights in the event of an original product defect.
Tenth: Documentation of Product Condition
In order to protect the rights of both the customer and the company, the company may document the condition of products before dispatch and during delivery, including photographs of the product and its packaging, particularly for fragile products such as mirrors and glass.
This procedure is intended to help determine responsibility fairly and clearly in the event of any damage occurring during transportation or after receipt.
Eleventh: Disputes
We are committed to resolving any customer concerns amicably and as quickly as possible.
In the event of any dispute concerning the customer’s right to return, exchange, or receive a refund, the matter shall be handled in accordance with the provisions of Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations.