Refund policy

Terms & Conditions

1. Order Confirmation & Payment

  • All orders are confirmed once payment (or the required deposit) is received.
  • Made-to-order / customized furniture requires at least 50% down payment to confirm the order. The remaining balance is due upon delivery.
  • Standard in-stock items require full payment at checkout.

2. Order Changes & Cancellation Window

  • 0–72 hours after placing your order: Cancel for a full refund, or change your selection (color, fabric, dimensions) free of charge.
  • 72 hours–7 days after placing your order: Cancellations are eligible for a 50% refund of the amount paid, to cover materials/production already committed.
  • After 7 days: Orders can no longer be cancelled or modified. If your order is delayed beyond the estimated delivery window, contact Customer Support — delayed orders are reviewed and handled on a case-by-case basis.
  • Approved cancellation refunds (per the tiers above) are issued via your original payment method.

3. Delivery & Shipping

  • Delivery timeframes are usually 7–14 business days from order confirmation.
  • If your order will exceed this window, we'll notify you as soon as we're aware. Delayed orders are handled on a case-by-case basis with Customer Support.
  • Shipping fees are calculated based on weight, size, and delivery location, and will be confirmed with an agent after checkout.
  • You may request a specific delivery date/time window; coordinate with customer support within 3 days of placing your order.
  • You may request delayed delivery (up to 3 months after purchase) if full payment has been made; storage/handling fees may apply.
  • Delivery is available to all regions within Egypt.

4. Returns & Eligibility

Furniture items (sofas, beds, tables, chairs, etc.) are excluded from a standard 7-day return window due to their made-to-order nature.

Eligible for return and replacement in these cases only:

  • Manufacturing defect
  • Wrong item shipped
  • Damage in transit — must be reported at the time of delivery inspection

Returns and replacements are not eligible for a refund — approved cases are resolved with a replacement item only. (Refunds are only issued for order cancellations; see Section 2.)

We are not able to accept returns when:

  • The item shows signs of use, misuse, or damage not caused by us.
  • Original packaging, invoice, or accessories are missing.
  • The return request falls outside the eligible window.
  • The item was custom-made to your specifications (unless defective).

Warranty: Furniture is covered against manufacturing defects discovered after delivery, even after the delivery-inspection window has closed. Contact Customer Support with your order number and photos of the issue, and our team will confirm eligibility.

Note: We currently do not offer direct exchanges — customers return the original item first, then place a new order.

5. Return Process

  1. Contact Customer Support as soon as the issue is identified — ideally with the delivery team still present, or otherwise as soon as possible — via email, phone, or WhatsApp, with your order number and photos of the issue.
  2. Our team reviews the request and confirms eligibility.
  3. If approved, we arrange a free pickup via our own delivery fleet (no charge for defective/incorrect/damaged items).
  4. Once the item is inspected and the issue is confirmed, we process your replacement.

6. Refunds

  • Refunds are only issued for order cancellations, per the tiered schedule in Section 2. Returns and replacements (Section 4–5) are resolved with a replacement item, not a refund.
  • Approved cancellation refunds are issued via your original payment method.
  • Shipping costs on the original order are non-refundable.

7. Customer Support

  • Hours: 1 PM – 11 PM, Sunday to Thursday (closed Friday & Saturday — WhatsApp messages sent outside these hours will be answered the next business day).
  • Email: elerakyfu@gmail.com
  • Phone / WhatsApp: 01550068051
  • Socials: @eleraky.official