Returns and refunds policy
1. Your statutory rights come first
Nothing in this policy reduces a right you have under Egyptian law.
Under the Consumer Protection Law, for goods bought at a distance you may return an item within 14 days of receiving it, without giving a reason, subject to the exceptions in section 5. Separately, where goods are defective or not as described, you have a remedy period of 30 days from receipt in which we must repair, replace or refund.
If we ever state something narrower than the law allows, the law applies.
2. Standard products
To start a return, email info@stallion-cm.com, or call +20 109 307 8445, with:
- your order number;
- the item;
- the date you received it; and
- the address for collection.
You do not need to give a reason within the 14-day period.
Please keep the piece in the condition you received it, with any fittings, feet, shelves, keys and fixings supplied, and make it safely accessible for inspection or collection. Reasonable handling to examine a piece — as you would in a showroom — does not affect your right to return it.
Who pays transport. We collect from anywhere in Cairo and Giza. If the return is because the piece is faulty, damaged, incorrect or not as described, we pay for collection. If you are returning a conforming piece under the 14-day right, we deduct the actual collection cost from the refund and tell you that amount in writing before collection. Furniture is heavy and collection is not free; we would rather say so than surprise you.
3. Custom, configured and made-to-order pieces
A piece built to measurements or specifications you chose — a fitted kitchen, a dressing gallery, a table cut to your room, a configured finish or timber — may fall outside the 14-day no-reason return, because it was made for you and cannot be resold.
This exception applies only where the finished piece conforms to what was agreed. It never applies to a piece that is defective, damaged, incomplete, incorrect or different from the approved specification.
Before we take a deposit on made-to-order work, you receive a written specification, and you approve it. That approved specification is the reference for whether the piece conforms. See made-to-order deposits.
4. Faulty, damaged, incomplete or wrong items
Email info@stallion-cm.com with your order number, what is wrong, and photographs if they help. We may arrange an inspection, at our cost and at a time that suits you.
Where a piece is defective, damaged, incomplete, incorrect or not as agreed, we will repair it, replace it, complete it, or refund it, as your rights and the circumstances require.
Please note visible transit damage at delivery if you reasonably can — it speeds everything up. Not noting it does not remove your rights for a genuine defect discovered later.
5. What cannot be returned without a reason
Only these, and only where they genuinely apply:
- Made-to-order and fitted pieces that conform to your approved specification — see section 3.
- Pieces altered at your request after delivery, where the alteration cannot be reversed.
- Pieces whose condition has been changed so that they can no longer be restored — for example a finish stripped or recoated, or a frame cut down.
Normal use while you decide is not "changed condition".
6. Refund amount and method
An approved refund covers the price you paid for the returned item, including the VAT included in that price. Where a return is because of our fault, it also covers the delivery charge you paid.
Refunds are returned to the card or account you paid from. We do not pay cash refunds for orders paid electronically.
Timing. We approve or query a return within 2 working days of collection and inspection. Once approved, we instruct the refund within 5 working days. Your bank then takes its own time to show it — typically 7 to 14 working days for a card in Egypt, and we cannot shorten that. If it has not appeared 21 working days after we tell you it was instructed, contact us and we will trace it with the payment provider.
Partial returns. Where you return part of an order, we refund the returned items and the VAT included in them. A delivery charge is refunded only where the whole order is returned because of our fault.
Deposits on made-to-order work are handled in the deposits policy.
7. Status and complaints
Ask about a refund at any time by emailing info@stallion-cm.com with your order number.
If we cannot resolve a disagreement between us, you may complain to the Consumer Protection Agency (جهاز حماية المستهلك) — hotline 19588, or through cpa.gov.eg. You do not lose any right by contacting us first.
Seller
Stallion For Construction and Manufacturing LLC (ستاليون للإنشاء والصناعة), commercial registration 205211. OMEGA is its furniture brand. See legal seller identity.