Return & Refund Policy – Emeralds Furniture

Our commitment to your complete satisfaction

Effective Date: March 2026 · Last Updated: March 31, 2026


Domestic Returns (Egypt)	14 Days from date of receipt
International Returns	30 Days from date of receipt

01 — Overview

At Emeralds Furniture, every piece we offer is crafted to the highest standard of quality and luxury. We want you to be fully satisfied with your purchase. If for any reason your item does not meet your expectations, we are pleased to offer a straightforward return process in accordance with the terms outlined below.

All return requests must be initiated within the applicable window — 14 days for deliveries within Egypt and 30 days for international deliveries — beginning from the confirmed date of receipt.

02 — Eligibility Conditions

To qualify for a return, all of the following conditions must be met:

The item is in its original, unused, and unassembled condition (where applicable)
All original packaging, protective wrapping, and labels are intact
The return request is submitted within the applicable return window
A valid proof of purchase (order confirmation or receipt) is provided
The item has not been customised, modified, or made-to-order
The item shows no signs of damage caused by the customer after delivery

03 — Non-Returnable Items

The following items are not eligible for return or exchange under any circumstances:

Bespoke or custom-made furniture pieces designed to your specifications
Items that have been assembled, installed, or used
Clearance or final-sale items marked as non-returnable at the time of purchase
Items damaged due to improper use, storage, or care after delivery
Upholstered items that have been unwrapped and used
Gift cards and store credit

Please note: Custom and bespoke orders are carefully reviewed and confirmed with the client before production begins. Once a bespoke order is approved, it cannot be cancelled, returned, or exchanged.

04 — How to Initiate a Return

To begin a return, please follow these four steps:

Contact our team via email or WhatsApp within the return window
Provide your order number, item description, and reason for return
Receive your Return Authorisation Number (RAN) within 2 business days
Ship or arrange item collection — we will confirm the method with you

Important: Returns submitted without a valid Return Authorisation Number will not be accepted. Please do not ship items back before receiving confirmation from our team.

05 — Return Shipping & Costs

Defective or damaged items: Return shipping costs are covered in full by Emeralds Furniture
Change of mind returns (Egypt): The customer is responsible for return delivery costs
International returns: All return shipping, customs duties, and import fees are the sole responsibility of the customer
Items must be securely packaged to prevent damage during transit — items returned damaged due to insufficient packaging may be subject to a restocking fee or refused

06 — Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund within 3–5 business days.

Approved refunds are processed to the original payment method within 7–10 business days
For bank transfers, processing time may vary depending on your financial institution
Original delivery fees are non-refundable unless the return is due to a defect or error on our part
Partial refunds may be issued for items that show minor signs of use or are returned without original packaging

07 — Exchanges

We are happy to facilitate an exchange if you received a defective or incorrect item. If you wish to exchange for a different product, we recommend initiating a return and placing a new order to ensure your preferred item is reserved. Please contact us to discuss your options and we will do our best to accommodate your needs.

08 — Damaged or Defective Items

If your order arrives damaged or with a manufacturing defect, please take the following steps immediately upon delivery:

Document the damage with clear photographs before unpacking further
Note the damage on the delivery receipt if possible
Contact us within 48 hours of delivery with photos and your order details
We will arrange a replacement, repair, or full refund at no additional cost to you

09 — Contact Us

Email: info@emeraldsfurniture.com Phone / WhatsApp: (20) 120 4027 444 Response Time: Within 24–48 business hours

Refund and Returns Policy