Return and Exchange Policy

Return and Exchange Policy
Exchange, Return, and Cancellation Policy

At Masnoof Furniture, we are committed to providing carefully crafted products tailored to our customers' needs. As all our products are manufactured after the order is confirmed, whether they are models displayed on our website or custom-made with specifications and modifications requested by the customer, please read this policy carefully before confirming the order.

1. Nature of Products and Made-to-Order Manufacturing

  • All Masnoof products are manufactured after the order is confirmed and are not considered ready-made products available for immediate delivery.

  • Preparation of each order begins according to the model, dimensions, colors, materials, and details agreed upon with the customer.

  • The customer is responsible for carefully reviewing the order details and specifications before confirming the order.

  • All orders are subject to the manufacturing, modification, cancellation, exchange, and return terms outlined in this policy, while respecting the rights and obligations established by law.

2. Order Modification and Product Specifications

  • The customer may request to modify the product specifications after the order is confirmed, either before or after manufacturing begins. Such modifications are subject to review and approval by Masnoof based on technical feasibility and the stage at which the order has reached in production.

  • If a modification is requested after manufacturing has begun, the customer shall bear all additional costs resulting from the modification, including the cost of additional or replacement materials, labor, remanufacturing or preparation, and any other costs directly related to implementing the modification.

  • The customer will be informed of the additional cost and any change to the delivery date before the modification is implemented. The modification will not be carried out until the customer approves the cost and the new timeframe.

  • Masnoof reserves the right to reject any modification that is technically unfeasible or conflicts with the manufacturing stages or quality standards.

  • A modification request is not considered approved until the company and the customer confirm their agreement to the modifications, costs, and any changes to the delivery date through one of the company's official communication channels.

  • A request to modify the order or approve it does not affect the terms governing order cancellation and the non-refundable deposit, which remain in effect in accordance with this policy and applicable law.

3. Order Cancellation Before Manufacturing Begins

  • The customer may request to cancel the order within 48 hours of confirmation, provided that manufacturing has not yet begun.

  • If the cancellation is accepted within this period and before manufacturing begins, the paid amounts will be refunded in accordance with the approved refund procedures.

  • If the period expires and manufacturing has not yet begun, the cancellation request is subject to review by Masnoof. Any actual costs associated with the order will be handled in accordance with the agreed terms and as permitted by law.

  • Submitting a cancellation request does not constitute acceptance of it; the customer must receive confirmation from the company.

4. Order Cancellation After Manufacturing Begins

As all Masnoof products are manufactured after the order is placed, canceling the order after manufacturing has begun may incur production, material, labor, and resource costs allocated to the order.

  • Once manufacturing has begun, the customer may not cancel the order at their sole discretion and request a refund of the deposit.

  • The paid deposit is non-refundable once manufacturing has begun, in accordance with the terms stated at the time of contracting.

  • This condition does not apply to cases where the law requires the refund of amounts or grants the customer another right due to a product defect, non-conformity with specifications, or any other applicable legal reason.

  • The start of manufacturing is determined based on the actual stage at which the order has reached and its production procedures.

5. Exchange and Return Policy

  • Due to the nature of Masnoof products, which are manufactured after the order is confirmed, a request for exchange or return will not be accepted solely because the customer has changed their mind in cases where the law exempts products from this right.

  • The legal exemption for products manufactured according to special specifications defined by the customer may apply if the case meets the legal exemption requirements, including the product's conformity with the agreed specifications.

  • The mere fact that a product is manufactured after the order is placed does not waive all of the customer's legal rights to exchange or return.

  • If the product is defective or does not conform to the agreed specifications, the order will be handled in accordance with the law and the applicable warranty after the situation has been verified.

  • The provisions prohibiting returns solely due to a change of mind do not apply to cases where the law grants the customer a right due to a defect or non-conformity.

6. Manufacturing Defects and Non-Conformity with Specifications

Masnoof is committed to delivering the product in accordance with the specifications confirmed at the time of ordering.

If a manufacturing defect or a discrepancy with the agreed specifications is discovered, please contact us to register and review the complaint.

  • Please notify us immediately upon discovering the problem and, if possible, send clear photos of the product and the part subject to the complaint.

  • The company may request photos, video, or additional information to assess the situation and determine the cause of the problem.

  • The complaint will be reviewed to determine whether it resulted from a manufacturing defect, non-conformity, or another cause.

  • Depending on the nature of the problem, the law, and the applicable warranty, the case will be handled through repair, replacement, refund, or any other legally required action.

  • The company is not responsible for damage resulting from misuse, negligence, improper storage, or modifications made by the customer or another party without the company's approval, provided that such actions caused the damage and do not violate the law.

7. Damage Resulting from Shipping or Transportation

Upon receiving the order, please inspect the product as thoroughly as possible and ensure its apparent integrity.

  • If damage resulting from transportation or shipping is apparent, please notify us as soon as possible and send clear photos of the product, packaging, and damaged area.

  • If any parts are missing, there is apparent damage, or there is a problem with the product, please document it and notify customer service.

  • Photos and videos help expedite the inspection and determine liability, but they do not, on their own, constitute a waiver of the customer's legal rights.

  • Cases will be handled based on the inspection results, the nature of the damage, and the applicable legal obligations.

8. Variations in Colors, Materials, and Details

  • Slight variations in color shades between the photos and the actual product may occur due to lighting, screen settings, or photography conditions.

  • Some non-essential details or accessories available in the Egyptian market may vary depending on availability, provided that this does not result in a violation of the agreed basic specifications or materially affect the nature of the product.

  • The company has no right to make a material change to the agreed specifications without the customer's approval.

  • If a material discrepancy with the approved specifications occurs, the case will be handled in accordance with the agreement and the law.

9. Exchange, Return, and Product Inspection Procedures

To submit a request related to exchange or return, please contact Masnoof customer service and provide the following details:

  1. Order or invoice number.

  2. Customer name and the phone number registered with the order.

  3. Reason for the request and a description of the problem.

  4. Photos or an explanatory video, if possible.

After receiving the request, the company will review it and contact the customer to explain the next steps.

  • Returned products will be inspected to verify their condition, the reason for the exchange or return request, and whether the request is eligible in accordance with this policy and applicable law.

  • Masnoof will notify the customer of the inspection results and the decision regarding their request within a period of up to 7 business days from the date the returned product is received, provided that the nature of the case permits and without exceeding the applicable legal timeframes.

  • If the refund or exchange is approved, the company will begin processing it as soon as possible. Processing may take 7 to 10 business days from the date the customer is notified of the approval, while taking into account the legal timeframes, the nature of the payment method, and the service provider's procedures.

  • The product must not be returned or shipped to the company without coordinating with customer service and confirming the return method.

  • These timeframes do not constitute a waiver of any legal right of the customer or an exemption for the company from complying with the timeframes established by law.

10. Refunded Amounts and Payment Fees

  • When a refund is approved, the amount will be returned in the appropriate manner in accordance with the payment method, the payment service provider's procedures, and applicable law.

  • The time required for the amount to appear in the customer's account may vary depending on the bank or payment service provider.

  • No administrative fees, payment fees, or deductions will be imposed unless they are disclosed and agreed upon, and their collection is legally permissible and compliant with the terms of the payment service provider.

  • A delay in bank processing in displaying the amount does not constitute evidence that the company has not issued the refund.

11. Order Cancellation by the Company

Masnoof reserves the right to review orders before accepting or continuing their execution and may be forced to cancel an order in exceptional circumstances, such as the inability to provide the basic materials, a material error in the price or product details, or the inability to manufacture due to technical or operational reasons beyond the company's control.

In this case, Masnoof will notify the customer, explain the appropriate action, and settle the paid amounts in accordance with the nature of the case, the agreement, and applicable law.

12. Product and Website Content Modifications

  • Masnoof reserves the right to add products displayed on the website, modify them, discontinue their display, or remove any content from it at any time.

  • Some orders may not be accepted or executed in exceptional circumstances, such as the depletion of basic materials, a material error in the price or product details, or the inability to manufacture due to technical or operational reasons beyond the company's control.

  • If a confirmed order cannot be executed, Masnoof will notify the customer, explain the appropriate action, and settle the paid amounts in accordance with the nature of the case, the agreement, and applicable law.

  • The removal of a product from the website or the modification of its content does not automatically cancel a previously confirmed order, nor does it affect the rights and obligations arising from the confirmed order.

13. General Provisions

  • Please retain the order confirmation, invoice, and any correspondence related to specifications, modifications, or delivery dates.

  • This policy applies to orders placed through the Masnoof website or the company's official sales channels, while taking into account any special terms agreed upon in writing.

  • No provision in this policy shall detract from the rights granted to the customer by law.

  • Masnoof reserves the right to update this policy as needed, and the terms approved at the time of the order will apply to the order in question, unless the law requires otherwise.

14. Contact Us

For inquiries or to submit a request related to cancellation, exchange, or return, you can contact us through our pages or:

Email: info@masnoofurniture.com

Phone: 01080712543

We are committed to providing a clear and organized shopping experience, while adhering to the agreed specifications and protecting the rights of the company and customers in accordance with the applicable terms and laws.