Mazuna Home

Consolidated Terms & Conditions, Cancellation & Refund Policy, Delivery Policy, and Storage & Holding Policy

Important working note: This consolidated draft is designed for website, checkout, quotation, and order-document use. It should be reviewed by Egyptian legal counsel before publication to confirm consistency with mandatory consumer-protection, warranty, payment-gateway, delivery, and e-commerce requirements.

1. Terms & Conditions

• Made-to-order nature of each order. All main furniture pieces are handcrafted specifically for the customer after order confirmation. Because the pieces are not mass-produced and may involve selected finishes, fabrics, glass, mirror, upholstery, or other customization choices, each order should be treated as a bespoke purchase rather than an off-the-shelf retail item.

• Order acceptance and payment. An order is treated as confirmed once full payment for the furniture value has been received and the order has been formally accepted by Mazuna Home. Any agreed customization details, finish selections, special requests, and estimated completion timing should be recorded in the order confirmation so both parties have a clear reference point before production begins.

• Production timelines and estimated completion windows. Because the work is handmade and may involve multiple artisan stages, production timelines are estimates rather than fixed manufacturing guarantees. In general, production is expected to take approximately 6 to 12 weeks depending on the design, finish, and complexity of the order. Larger or more intricate collections may take up to approximately 90 days. If an unexpected delay arises, Mazuna Home will notify the customer and provide an updated estimated completion window.

• Pricing scope. Quoted product prices apply to the furniture item itself unless the quotation or invoice expressly states otherwise. Delivery fees, special handling charges, upper-floor labor, crane or hoisting requirements, storage charges, re-dispatch costs, third-party shipment costs, customs-related charges, or other non-standard logistics fees may be billed separately where applicable.

• Domestic delivery billing process. For domestic orders within Egypt, delivery is billed separately from the furniture value. A final delivery invoice is issued seven (7) days prior to the scheduled dispatch date so that the logistics rate reflects the most accurate market conditions and service requirements at the time the completed order is ready to leave Mazuna Home’s facilities. Dispatch proceeds after clearance of the delivery invoice.

• Delivery-day inspection procedure. Upon delivery, the customer or the customer’s authorized recipient should inspect the items carefully before final acceptance. If there is visible major damage, missing components, broken or dislodged glass, a structural break, a fabric cut, or another serious issue apparent on arrival, this should be raised immediately with the delivery team so the condition can be documented on the spot and the appropriate next step can begin without delay.

• Immediate handling of transport-related issues. If minor scratches, wood bumps, or small transport marks occur during handling or delivery, these may be corrected by the repair or finishing team on-site where feasible. This helps distinguish between minor touch-up matters, which can often be resolved immediately, and serious defects or breakage, which may require collection, repair, replacement of the affected component, or remanufacture of the affected piece.

• Repair or replacement path. If a serious issue is found on delivery, Mazuna Home will assess whether the matter is best resolved by repair, replacement of the affected component, or replacement of the affected item. Minor issues may be repaired locally, and repair planning is generally initiated within 48 hours of the delivery date. Where the damage involves broken glass, a fabric cut, a broken chair limb, a structural wood break, or another significant failure, the affected piece or component may be collected back with the delivery vehicle or scheduled for urgent corrective action.

• Access, fit, and delivery readiness. The customer is responsible for ensuring that the ordered items can fit through all entrances, doorways, staircases, corridors, elevators, and access points at the destination property. Standard delivery pricing assumes ordinary access conditions. Any requirement for special handling, dismantling of architectural elements, crane work, hoisting, or excessive manual stair carrying must be disclosed and separately quoted before dispatch.

• Statutory rights and durable-goods obligations. Nothing in this document is intended to exclude rights that cannot lawfully be excluded under applicable law. To the extent any purchased item is treated as a durable good under applicable Egyptian law, statutory warranty, repair, replacement, or refund obligations for manufacturing defects or non-conformity continue to apply as required by law.

2. Cancellation & Refund Policy for Custom-Finished Orders

Many Mazuna Home solid wood furniture pieces follow standard structural designs, but each order is individually finished, hand-painted, upholstered, and refined according to the customer’s selected specifications. Because the final finish, fabric, and detailing stages are bespoke, and because the production process involves dedicated artisan labor and material allocation over an estimated 6 to 12 week production window, cancellation and refund rights are structured to reflect the non-recoverable costs already committed to the order.

• Written cancellations within 1–10 calendar days. If a written cancellation request is submitted within ten (10) calendar days from the initial order confirmation date, the customer may receive a partial refund subject to a 30% deduction from the total order value. This deduction is intended to cover administrative processing, workshop scheduling, preliminary frame preparation, material reservation, and other early-stage production commitments. Any non-refundable third-party online payment-processing fees, typically ranging from approximately 1.5% to 3% of the transaction amount, will also be deducted from the refund where applicable.

• Written cancellations within 11–20 calendar days. If a written cancellation request is submitted between eleven (11) and twenty (20) calendar days from the initial order confirmation date, the customer may receive a partial refund subject to a 50% deduction from the total order value. This higher deduction reflects the more advanced production stage, including frame construction, assembly progress, procurement, and the artisan labor already invested before final customization is completed. Any non-refundable third-party online payment-processing fees will also be deducted from the refund where applicable.

• Cancellations after 20 calendar days. No cancellations, modifications, or refunds will be accepted after twenty (20) calendar days from the initial order confirmation date. By this stage, the piece typically enters the final personalized finishing phase, including custom hand-painting, detailing, upholstery, and other selections made specifically for the customer. Once this stage begins, the order becomes bespoke to the customer’s preferences and cannot be reliably resold on a standard retail basis. For that reason, the order is treated as final and binding, subject always to any mandatory rights that may apply under applicable law in cases such as defect, non-conformity, or non-delivery.

• Acknowledgment of custom manufacturing. Because these items are uniquely finished and upholstered to the customer’s specifications, standard retail return expectations do not apply in the same way as they would for off-the-shelf merchandise. The deductions above are intended to reflect non-recoverable artisan labor, custom materials, dedicated workshop time, and payment-processing costs already committed to the order. Customers should review these terms carefully before confirming a purchase, and the same policy may also be referenced in checkout acknowledgments, order forms, quotations, or tick-box acceptance language so the custom nature of the order is made clear before production begins.

3. Delivery, Logistics & Installation Policy

Every piece of solid wood furniture at Mazuna Home is handcrafted, custom-finished, and built to last generations. Because these pieces require exceptional care during transit, Mazuna Home’s delivery protocols are structured to provide a premium, secure, and location-sensitive experience tailored to the size of the order and the level of on-site service required.

3.1 Delivery Billing Process (Domestic Orders)

• Furniture price collected at checkout. To secure the order and lock in the cost of premium raw materials, 100% of the furniture value is collected at checkout.

• Delivery billed separately. Because bespoke furniture requires approximately 6 to 12 weeks of dedicated manual craftsmanship, domestic delivery fees are not charged at the time of purchase. This allows the final logistics invoice to reflect the most accurate and fair market rate at the time the completed order is actually ready for dispatch.

• Seven-day pre-dispatch invoice. A separate final invoice for the specific delivery fee will be issued seven (7) days prior to the scheduled dispatch date.

• Dispatch after payment clearance. Furniture will be dispatched after clearance of the delivery invoice. If dispatch cannot proceed because the delivery invoice is unpaid or because the customer requests a delay, the completed order may move into secure holding and the Storage & Holding Policy set out in Section 4 will apply.

3.2 Domestic Delivery Services (Within Egypt)

• Service level determined by order volume. Delivery rates and the level of on-site service are determined by the volume, weight, and technical requirements of the order.

Service Tier	Applies To	What the Service Includes
Tier A (Standard Dedicated Delivery)	Individual or small-freight items such as sideboards, consoles, buffets, or single chairs.	Dedicated freight vehicle and the labor required to safely transport and place the item inside the home. Tier A does not include on-site carpenter assembly or artisan finish touch-ups.
Tier B (White Glove Service & Installation)	Large-freight orders such as complete dining room sets, bedroom suites, or multiple heavy pieces.	Specialized large-freight transport, a dedicated handling team, professional carpenters for complex on-site assembly, and skilled artisans to perform exact wood-toning and final finish touch-ups immediately upon placement in the home.

3.3 Standard Domestic Delivery Zones & Rates

Zone & Locations	Tier A Fee	Tier B Fee
Zone 1: Greater Cairo & Giza (New Cairo, Nasr City, Maadi, 6th of October, Sheikh Zayed)	4,500 EGP	8,500 EGP
Zone 2: Coastal & Regional (Alexandria, North Coast / Sahel, Hurghada, El Gouna, Ismailia, Port Said, Ain El Sokhna)	9,000 EGP	18,000 EGP
Zone 3: Upper Egypt (Luxor, Aswan)	Custom Quote	Custom Quote

Deliveries to Zone 3 require extensive travel and, in many cases, overnight accommodation for installation teams. Clients should use the “Request a Custom Quote” feature so the Mazuna Home concierge team can arrange bespoke freight and installation logistics.

3.4 VIP Complimentary Delivery & Installation

• Location-specific qualification thresholds. For clients furnishing multiple rooms or complete homes, Mazuna Home offers complete Tier B White Glove Delivery & Installation free of charge once the qualifying spend threshold is met for the relevant delivery zone. This structure reflects the different logistics and installation costs associated with each region.

Geographic Region	Qualifying Spend (EGP)	Complimentary Reward
Zone 1: Greater Cairo & Giza (New Cairo, Nasr City, Maadi, 6th of October, Sheikh Zayed)	800,000	Free White Glove Delivery & Installation
Zone 2: Coastal & Regional (Alexandria, North Coast / Sahel, Hurghada, El Gouna, Ismailia, Port Said, Ain El Sokhna)	1,200,000	Free White Glove Delivery & Installation
Zone 3: Upper Egypt (Luxor, Aswan)	> 1,500,000	Free White Glove Delivery & Installation

3.5 International Shipping & Assembly

• Global export protocol. Mazuna Home proudly exports handcrafted Egyptian pieces internationally. To safeguard the structural integrity of solid wood during long-haul transit, international orders follow a specialized export protocol.

• Custom crating and freight. International orders are meticulously wrapped in high-density protective foam and secured within custom-built wooden crates. Mazuna Home works with premium global freight forwarders to deliver the crated shipment to the customer’s residence or designated destination, depending on the final quote scope.

• Duties and taxes (DAP basis). International orders are shipped on a Delivery at Place (DAP) basis unless otherwise stated in writing. The freight quote covers shipment to the destination address, while the customer remains responsible for import duties, customs charges, local taxes, clearance costs, and any destination-country governmental fees required upon arrival.

• Export-ready modular assembly. To guarantee structural integrity overseas, larger pieces may be engineered for export with precision mechanical hardware and shipped partially disassembled. Customers will receive an easy-to-follow assembly guide, including video guidance featuring Mazuna Home master craftsmen, so the piece can be securely locked together using simple hand tools by the customer or a local handler.

• No international artisan travel. Mazuna Home’s Cairo-based finishing artisans do not travel internationally for installation or touch-up work. All export pieces are fully cured and professionally finished prior to crating.

• Quote-based freight pricing. Because sea freight rates fluctuate regularly, international shipping is not charged at checkout. Clients should use the “Request a Custom Quote” feature or freight-request process, and the logistics team will contact them with a finalized insured freight quotation tailored to the exact destination.

3.6 Customer Responsibilities for Delivery, Access & Installation

• Access verification: Before dispatch, the customer should verify that the ordered pieces can pass safely through all relevant entrances, hallways, staircases, lifts, corners, door openings, and room access points at the destination property. This is especially important for large solid-wood furniture, mirrored pieces, buffets, beds, and assembled dining elements.
• Building permissions and readiness: The customer is responsible for ensuring that delivery permissions, compound entry approvals, loading-slot reservations, elevator bookings, building-management permissions, and site readiness are in place at the agreed date and time unless Mazuna Home has expressly agreed to arrange any of these items.
• Standard delivery assumption. Standard delivery pricing assumes normal elevator access or practical ground-floor placement conditions.
• Special handling must be quoted in advance. If exterior hoisting, crane services, excessive manual stair carries, dismantling of architectural elements, or any other exceptional access arrangements are required, these services must be disclosed, arranged, and separately quoted prior to the dispatch date.

• Consequences of inaccurate site information: If delivery cannot be completed because the site measurements, building rules, access conditions, or route constraints were not accurately disclosed in advance, Mazuna Home or its logistics partner may charge additional labor, waiting, storage, re-delivery, hoisting, alternative transport, or return-to-warehouse costs as applicable.
• Named receiver at destination: The customer should ensure that an adult receiver or an authorized representative is present to inspect, sign, and accept the delivery at the destination. If no authorized receiver is available at the arranged time, failed-delivery costs may apply.

• International unpacking and installation limitation: For international and GCC shipments, unpacking, debris removal, assembly, wall fixing, electrical connection, glass fitting, or on-site installation should be treated as excluded by default unless the final quotation explicitly includes those services. Where installation is offered through a third party representative in the corresponding country which remains subject to local partner availability and safe site conditions.

3.7 Inspection, Reporting & Transit Claims

• Domestic inspection: For Egypt deliveries, the customer or the customer’s authorized recipient should inspect the order as carefully as possible upon arrival and raise visible major issues immediately with the delivery team so the condition can be photographed and documented on the spot.
• International claim support: For international and GCC shipments handled through third-party carriers, visible package damage, broken glass, major structural damage, or missing packages should be noted on the carrier receipt immediately at delivery and reported in writing with photographs as soon as reasonably possible so that the carrier claim process can begin without delay.
• Practical reporting purpose: These reporting steps are intended to support evidence collection and freight claims. They should be presented as operational claims procedures and not as a waiver of any non-excludable legal rights that may apply under mandatory law.

4. Dedicated Storage & Holding Policy

Because every piece of Mazuna Home furniture is hand-constructed from solid wood and finished with meticulous artisan detailing, finished pieces require secure, climate-monitored environments to help preserve their structural integrity, finish quality, and overall presentation. While architectural, renovation, and personal timelines can shift, Mazuna Home’s workshops and staging areas cannot function as indefinite holding facilities.

Important note: All accrued storage fees must be settled in full, together with any unpaid delivery charges, before stored furniture may be released for dispatch, re-dispatch, or final installation.

4.1 Triggering the Storage Policy

• Final delivery invoice before dispatch. Mazuna Home logistics will issue a final delivery invoice seven (7) days prior to the scheduled dispatch date once the bespoke item or order is completed and ready to leave the Cairo facilities.

• Automatic activation of secure holding. The full delivery amount must be cleared prior to dispatch. If dispatch cannot proceed because the customer requests a delay, does not settle the delivery invoice within the required seven-day period, or cannot be reached to confirm a delivery window, the order will immediately move into secure holding and this Storage & Holding Policy will become active.

• Triggering events. This policy may therefore be triggered under any of the following circumstances: the client expressly requests a delay beyond the scheduled dispatch date; the client fails to pay the final delivery invoice within the seven-day window; or the client is unreachable or unable to coordinate delivery while the order is ready for release.

4.2 Holding & Storage Fee Schedule

• Purpose of the storage charges. Once an item enters secure holding, weekly storage charges apply to cover dedicated floor space, protective handling, climate-sensitive storage conditions intended to preserve wood and finishes, and the related administrative overhead associated with maintaining completed bespoke furniture outside the normal dispatch cycle.

Delay Period	Weekly Storage Fee
Weeks 1–4 of delay	EGP 2,000 per week
Weeks 5–8 of delay	EGP 4,000 per week
Week 9 up to 3 months	EGP 8,000 per week
3 months up to 1 year	Fees continue to scale at corresponding mathematical multiples, for example EGP 16,000 per week for the subsequent period.

• Payment required before release. All accrued storage charges must be paid in full, in addition to any unpaid delivery invoice, before the furniture can be released and dispatched to the customer.

4.3 Maximum Holding Period & Order Forfeiture

• Maximum holding period. Mazuna Home will hold finished, paid-in-full items for a maximum period of one (1) calendar year from the original scheduled dispatch date, provided the customer remains reachable and continues to engage in good faith regarding storage and release arrangements.

• Potential forfeiture of abandoned orders. If an item remains in storage for one (1) full year, or if the customer abandons the item by refusing to pay accrued storage fees and failing to arrange release, the order may be treated as forfeited and abandoned, subject to any notice procedure or mandatory legal requirements that may apply.

• Consequences of forfeiture. In that event, the original purchase contract may be treated as terminated, the customer may lose all claim rights to the purchased items, and no refunds, credits, or exchanges will be issued for the original purchase price or previously paid fees. Mazuna Home may then resell, repurpose, dismantle, or otherwise dispose of the abandoned items in order to recover holding costs.

4.4 Liability During Extended Storage

• Natural material behavior during prolonged holding. While Mazuna Home takes reasonable precautions to store completed furniture securely, the customer assumes the risks associated with extended holding beyond the ordinary dispatch period. Solid wood is a natural, responsive material, and prolonged storage may result in minor environmental adaptation over time.

• Limit on liability for storage-driven changes. Mazuna Home will not be liable for slight tonal shifts, natural wood movement, minor finish settling, or comparable changes that occur solely because the customer required extended holding after the furniture was completed and ready for delivery.

NB. Suggested Website Wording (Customer-Facing Summary)

Website summary draftMazuna Home offers White Glove Delivery, Assembly & On-Site Artistry for furniture orders within Egypt. Because our pieces are substantial handcrafted works requiring expert handling, pricing is based on order size, delivery zone, access conditions, and installation complexity.International and GCC shipping is available on a quotation basis only. Final logistics, customs responsibility, duties and taxes, and installation scope will be confirmed in writing after order review and partner validation.Customers are responsible for verifying access dimensions, building permissions, and delivery readiness before dispatch. Additional charges may apply where special handling, upper-floor carry, restricted access, waiting time, storage, or re-delivery is required.