Shipping and Warranty Policy

Shipping and Warranty Policy
Order, Delivery, and Warranty Policy

At Masnoo Furniture, we are committed to providing a clear and convenient purchasing experience, from the moment the order is confirmed until the furniture is received and used in your home. Below are the details of the delivery, order preparation, storage, cancellation, return, warranty, and complaint policies.

1. Would you like to cancel or modify your order? 

Your satisfaction with Masnoo is one of our priorities, which is why we make sure to clarify your options before manufacturing begins.

  • You can request to cancel the order within a maximum of 48 hours from its confirmation, provided that manufacturing or the implementation of custom modifications has not yet begun, in accordance with the cancellation terms and applicable legal rights.

  • If manufacturing or the implementation of custom modifications has begun, cancellation may incur direct costs that were previously explained and agreed upon, in accordance with the agreed terms and applicable law.

  • If you wish to modify the dimensions, colors, or specifications, please contact customer service. Modifications are subject to the company's approval and may affect the price and delivery date.

To cancel or modify the order, contact customer service via email at info@masnoofurniture.com or by phone at 01080712543.

2. Delivery 

Once your order is ready, our customer service team will contact you to schedule a convenient delivery time and ensure you are ready to receive it.

Please note the following:

  • The delivery team's standard lifting service is limited to the third floor.

  • If the delivery address requires the furniture to be carried to a higher floor or requires using stairs instead of an elevator, please inform customer service in advance to agree on the feasibility of the request and any additional fees before scheduling the delivery.

  • Please ensure that entrances, stairs, hallways, and elevators are suitable for the product's dimensions.

  • If the product cannot be brought in or carried up due to narrow entrances or unsuitable routes, the team will contact you to discuss possible solutions based on the site conditions and the order.

You will be informed of the delivery cost and any approved additional fees before delivery, and you should not pay any additional fees that have not been confirmed by customer service.

3. Prepare to receive your order 

To ensure your furniture arrives and is installed smoothly, please prepare before the delivery date by:

  • Confirming the agreed dimensions.

  • Preparing the area designated for the new furniture and removing old furniture if necessary.

  • Ensuring that entrances, stairs, and hallways are clear of obstructions.

  • Confirming that the elevator and entrances are suitable for the product's dimensions.

  • Keeping children and pets away from the work area during delivery and installation.

Please note that the delivery team is not responsible for moving or relocating old furniture.

The customer is responsible for ensuring that the space and access routes are suitable for the agreed dimensions and must inform the company in advance of any circumstances that may affect the delivery process.

4. Do you need to change the delivery date? 

If your plans change, you can request to modify the delivery date at least 48 hours before the scheduled time, subject to available dates.

You can also request to extend the storage period after your order is ready, subject to the following terms:

  • The grace period begins on the date the customer is notified that the order is ready and lasts for 15 days.

  • After the grace period expires, a weekly storage fee of 3% of the total order value will apply, subject to the customer's prior agreement.

  • The order value must be paid in full during the storage period unless another arrangement has been agreed upon in writing.

  • The total storage period shall not exceed six months unless the company agrees otherwise in writing.

The customer will be informed of the storage fee calculation method and amount before it is applied, in accordance with applicable laws and contractual terms.

To modify the delivery date or request an extension of the storage period, please contact customer service at 01080712543 or via email at info@masnoofurniture.com.

5. When your order arrives at your home 

Our team will contact you before heading to the delivery address to confirm the appointment.

If we are unable to reach you after several attempts, the delivery may be rescheduled to the next available date after you have been notified.

We carefully package our products to protect them during transport. Upon receipt, we recommend that you inspect the product and ensure that:

  • The product is intact and free from visible damage.

  • All agreed parts and accessories are included.

  • The product matches the confirmed specifications.

  • Installation is complete, if installation is included in the agreed service.

If you notice any damage, missing items, or discrepancies in the specifications, please document the issue with photos and contact customer service as soon as possible so that we can review and address it.

You can contact us via email at info@masnoofurniture.com or by phone at 01080712543.

Important: Reporting the issue promptly helps facilitate the inspection, but it does not affect your legal rights regarding manufacturing defects or non-conformity.

6. Exchange, Return, and Refund Policy

We are committed to ensuring that you receive the product that matches the agreed specifications, and exchange and return requests will be handled according to the nature of the case, contractual terms, and applicable laws.

Returns without a defect

Statutory exchange and return provisions apply, including exceptions for certain goods manufactured based on special specifications defined by the customer, where applicable legal exceptions apply.

The manufacture of the product after the order is confirmed does not, on its own, constitute sufficient grounds to exclude all return rights.

In the event of a defect or non-conformity

If the product is defective or does not match the agreed specifications, please contact customer service to file a claim, inspect the case, and take appropriate action in accordance with the law.

The resolution may include repair, replacement, or refund, depending on the case and legally established rights.

Order cancellation after manufacturing begins

If manufacturing or the implementation of custom modifications has begun at the customer's request, cancellation may be subject to the terms and direct costs agreed upon in advance, while taking into account any rights or exceptions determined by law.

For inquiries or to submit a return request, please contact customer service via info@masnoofurniture.com or 01080712543.

7. Warranty and its terms 

Masnoo provides a warranty against manufacturing defects for a period ranging from 3 to 10 years, depending on the product. The specific warranty period for each product is specified on the product page, invoice, or approved warranty document.

The warranty covers manufacturing defects that appear during the specified warranty period, in accordance with its terms, the nature of the product, and applicable laws.

What does the warranty not cover?

Generally, the warranty does not cover damage resulting from the following factors, provided that they are proven to be related to the issue:

  • Normal wear and tear resulting from ordinary use.

  • Misuse or use for a purpose other than that for which the product is intended.

  • Standing or placing inappropriate weights on tables or parts not designed to bear them.

  • Unauthorized installation, repair, or modification, if it causes damage.

  • Improper handling of the furniture during transport or relocation after delivery.

  • Direct exposure to heat, moisture, liquids, or unsuitable cleaning agents.

  • Accidental damage, scratches, or stains resulting from accidents, pets, inks, food, beverages, or cosmetics.

  • Natural variations in materials, colors, or textures, provided they are inherent characteristics of the material and do not constitute a manufacturing defect.

  • Fading of colors or deterioration of materials resulting from improper exposure to sunlight or environmental factors.

  • Cleaning, repair, or modification attempts that cause damage.

Each claim is reviewed based on the nature and cause of the issue and the terms of the warranty. Exceptions shall not be applied in a manner that undermines the customer's legal rights.

8. How do I file a warranty claim or complaint? 

If you encounter an issue with your product, you can contact customer service via email at info@masnoofurniture.com or by phone at 01080712543.

To facilitate the review of the claim, please provide the following information to the extent possible:

  • Product name and order or invoice number.

  • Delivery date.

  • A clear description of the issue and when it appeared.

  • Photos or videos illustrating the issue, if possible.

After the claim is registered, our team will review the details and determine whether the case requires a technical inspection, a visit, or the relocation of the product for inspection.

If the product needs to be relocated, the customer will be consulted in advance regarding the inspection location, procedures, and any potential costs, while taking into account the company's legal obligations and warranty terms.

What happens after the inspection?

Within three business days of completing the inspection and having the necessary information available, we aim to inform the customer of the review result, including:

  • The condition observed in the product.

  • The probable cause of the issue.

  • The proposed solution, such as repair, replacement, or otherwise, depending on the case.

  • The estimated time to implement the solution.

  • Any applicable costs, with an explanation of the reason and obtaining the customer's approval when necessary.

If the issue is not proven to be a manufacturing defect covered by the warranty, the customer will be informed of the inspection result and any potential costs before paid repair work is carried out.

Claims are handled in accordance with the warranty terms and the law, and the customer's disagreement with the technical assessment does not deprive them of their right to seek recourse through the appropriate authorities.

9. Contacting Masnoo

If you have any inquiries about your order, delivery, storage, warranty, or return, we are happy to assist you through the following communication channels:

At Masnoo, we are committed to clarifying the details of the order, handling inquiries and complaints seriously, and providing appropriate solutions in accordance with the contractual terms and legal rights.

Masnoo — Furniture made to last.