Terms & Conditions - Mashreqy

Returns & Exchanges

• Returns and exchanges are accepted within 14 days of receipt.
• Items must be unused, uninstalled and in their original condition and packaging with labels, together with the invoice.
• A 10% administrative fee is deducted from the value of returned goods, unless the return is due to a manufacturing defect or an error by Mashreqy.
• The customer pays return shipping and paid shipping fees are not refunded, unless due to a manufacturing defect or an error by Mashreqy.
• Ceramic and porcelain returns are accepted in full, sealed cartons only, delivered to our warehouse at the customer's expense.

Non-returnable items

• Sale items marked as non-returnable.
• Opened, used or installed products.
• Leftover ceramic and porcelain (opened or incomplete cartons).
• Pre-ordered bathtubs and jacuzzis, and any product ordered specially for the customer.

Refunds

• Refunds are issued once the returned goods are received at our warehouse and inspected.
• Card payments are refunded to the same card within 14 business days.
• Cash on delivery: refunded in cash or to a mobile wallet.
• Refunds go back through the original payment method; instalment purchases are refunded through the financier on its terms, and nothing is deducted from a refund except what these terms state.

Shipping & Delivery

• A complete address (building number, street, city, governorate) and a working mobile number are required.
• Deliveries are made on working days, excluding public holidays, at a time arranged with the customer.
• Light items are delivered to the building entrance; ceramics and heavy items are handed over from the truck.
• Signing the delivery receipt confirms the goods arrived intact and as ordered.
• We are not responsible for shortages if the delivery is not signed for.

Orders & Prices

• Pre-order lead times: 14 business days for general products, 30 days for bathtubs and 60 days for jacuzzis, from order confirmation and payment of the advance.
• Offer, sale and clearance prices apply only to the quantity in stock, while it lasts. Quantities and prices shown on the website may change at any time, and placing an order or paying the advance does not confirm availability or price until we confirm it; any quantity beyond what is in stock is not bound to the offer price, and the customer chooses between supply at the regular price, an alternative, or cancelling it with a full refund of what was paid for it.
• If a product turns out to be unavailable after the order is placed, we notify the customer in writing, and the customer chooses between an alternative agreed in writing or a full refund of what was paid for that product.
• If delivery is more than 10 business days past the announced date for reasons attributable to us, the customer may cancel and receive a full refund of what was paid; no other compensation is due for delay. Delays caused by the manufacturer, the courier or force majeure do not count once the customer has been notified in writing.
• The customer may cancel before shipping for a full refund, except pre-ordered and specially ordered products: their advance is not refunded if the customer cancels after the order is confirmed with the manufacturer, and is refunded in full if we exceed the announced lead time.
• If a clearly wrong price is shown because of a technical error, we may cancel the order before shipping and refund the customer in full.
• We reserve the right to accept or refuse any order, or to cancel it in whole or in part before shipping, refunding in full what the customer paid for the cancelled part by the original payment method, with no other obligation or compensation.
• Coupons, offers and free-shipping thresholds apply as announced at the time of the order; offers do not combine unless stated, and no discount or offer counts unless it is recorded on the invoice.
• Written messages through customer-service WhatsApp are the official record of the order; no verbal promise counts unless confirmed in writing.

Defects, Shortages & Warranty

• The customer must check the contents of the cartons and report any shortage within 3 days of receipt; shortage claims are not accepted after that or after installation.
• Manufacturing defects reported within 14 days of receipt are replaced or refunded at our expense with no deduction; defects appearing later fall under the manufacturer's warranty on its terms, and we coordinate with the agent.
• Ceramic and porcelain shade can vary between production lots; the customer must check the tiles, lot and grade before installation, and objections to shade or grade are not accepted once installation has started.

Terms of Service

• By using our website, you agree to these terms
• Prices subject to change based on promotions and exchange rates
• We reserve the right to refuse or cancel any order
• All intellectual property rights belong to Mashreqy
• Governed by the laws of the Arab Republic of Egypt

Customer Service

For assistance: Saturday to Friday, 11:00 to 21:00; closed Sunday