AGREEMENT TO THIS POLICY

This Cancellation & Refund Policy (“Policy”) forms part of, and should be read together with, the Terms of Use of MoMaison (“we,” “us” or “our”), concerning your access to and use of the https://momaison.store website as well as any other media form, media channel, mobile website or mobile application related, linked, or otherwise connected thereto (collectively, the “Site”). By placing an order through the Site, you confirm that you have read, understood, and agree to be bound by this Policy.

This Policy is issued in accordance with the Consumer Protection Law No. 181 of 2018 of the Arab Republic of Egypt and its Executive Regulations. Nothing in this Policy limits or waives any right granted to you as a consumer under Egyptian law. Where any provision of this Policy conflicts with a mandatory provision of Egyptian law, the law shall prevail.

We reserve the right, in our sole discretion, to make changes or modifications to this Policy at any time and for any reason. We will alert you about any changes by updating the “Last updated” date of this Policy. Orders are governed by the version of this Policy in force at the time the order is placed.

1. CANCELLING AN ORDER

Before dispatch. You may cancel any order, in whole or in part, at no cost and without giving any reason, at any time before the order has been dispatched for delivery. To cancel, contact us at communications@momaison.store or through the contact form on the Site, quoting your order number. Where the order has already been paid, the full amount, including any delivery charge collected, will be refunded to you.

After dispatch. Once an order has been dispatched, it can no longer be cancelled through your account. You may, however, decline the delivery at the door, or exercise your right of return under Section 3 below.

Cancellation by us. We may cancel or decline an order, in whole or in part, where the product is unavailable, where the delivery address falls outside our published delivery area, where we are unable to verify the order or the identity of the purchaser, where an obvious pricing or listing error has occurred, or where the order appears to be placed for resale without our written consent. Where we cancel a paid order, you will receive a full refund and, where reasonably possible, notice of the reason.

2. DAMAGED, INCORRECT OR MISSING ITEMS

We ask that you inspect your order at the moment of delivery. If any item arrives damaged, leaking, incorrect or missing, please report it to us within twenty-four (24) hours of delivery, at communications@momaison.store or through the contact form on the Site, together with your order number and clear photographs of the item and its packaging.

Once verified, we will, at your choice, arrange a replacement or a full refund of the affected item, together with any delivery charge attributable to it. Collection of the affected item, where required, is arranged and paid for by us.

Reporting after twenty-four (24) hours does not extinguish your rights under Sections 3 and 4 of this Policy; it may, however, limit our ability to establish that the damage occurred before delivery.

3. RIGHT OF RETURN WITHIN FOURTEEN (14) DAYS

In accordance with Articles 17 and 40 of the Consumer Protection Law No. 181 of 2018, you may return any eligible product, without giving any reason and without bearing any cost, within fourteen (14) days from the date you receive it.

To be eligible, the product must be:

  • unopened, with its seal, cap and any tamper-evidence intact;
  • in its original packaging, complete with any gift box, sleeve, outer carton or accompanying item; and
  • in a resalable condition, free of damage arising after delivery.

Collection is arranged and paid for by us within Greater Cairo and any other area we serve at the time of your request. You are not required to arrange or pay for the return yourself.

4. DEFECTIVE OR NON-CONFORMING PRODUCTS

In accordance with Article 21 of the Consumer Protection Law No. 181 of 2018, where a product proves to be defective, unfit for its intended purpose, or not conforming to its description or specifications, you may request its replacement or the refund of its price within thirty (30) days from the date of receipt, provided the defect or non-conformity did not arise from your own use, storage or handling of the product.

For guidance on correct storage, please refer to the storage instructions on the product page and in our FAQs.

5. ITEMS WE ARE UNABLE TO ACCEPT

Consistent with the Executive Regulations of the Consumer Protection Law No. 181 of 2018, the right of return under Section 3 does not apply to:

  • products that have been opened, unsealed, partly consumed, or whose nature prevents them from being restored to their original condition;
  • products damaged, contaminated or deteriorated as a result of use, storage or handling after delivery, including exposure to heat or direct sunlight;
  • products produced, engraved, personalised or assembled to your own specifications, where they conform to those specifications;
  • products supplied as part of a promotional bundle, where the bundle is not returned in full; and
  • products sold as clearance, short-dated or final sale, where this was clearly stated at the point of purchase.

This Section does not limit your rights under Section 2 or Section 4 where the product was damaged, incorrect, defective or non-conforming on delivery.

6. HOW TO REQUEST A CANCELLATION, RETURN OR REFUND

  1. Write to us at communications@momaison.store, or use the contact form on the Site, stating your order number, the item concerned and, where applicable, photographs.
  2. We will acknowledge your request and confirm eligibility, ordinarily within two (2) business days.
  3. Where a return is required, we will agree a collection date and address with you and arrange collection at our cost.
  4. On receipt and inspection of the returned item, we will confirm your refund or despatch your replacement.

7. REFUNDS

Refunds are issued for the price of the returned item, together with any delivery charge attributable to it where the return arises under Sections 1, 2 or 4.

In accordance with Article 40 of the Consumer Protection Law No. 181 of 2018, we will issue your refund within a period not exceeding seven (7) days from the date the product is returned to us, or from the date of cancellation where no return is required.

Refunds are made as follows:

  • Card and online payments — to the original card or payment method. Your bank or card issuer may require a further seven (7) to fourteen (14) banking days to reflect the amount in your account. This period is outside our control.
  • Cash on delivery and InstaPay orders — by InstaPay or bank transfer to an account in the name of the purchaser. We will ask you to confirm the account details in writing before the transfer is made. We do not issue cash refunds at the door.
  • Bank charges applied by your own bank to an incoming transfer, where any, are borne by you.

Where an order was paid in U.S. dollars or EUROs, the refund is issued in the currency of payment. Currency conversion differences and charges applied by your bank or card issuer are outside our control.

8. BULK, CORPORATE AND EVENT ORDERS

Orders placed for corporate gifting, weddings, private events, hotels, restaurants and other trade customers may be governed by a separate written agreement or quotation. Where such an agreement exists, its cancellation and refund terms prevail over this Policy to the extent permitted by law, particularly in respect of production lead times, personalisation and non-cancellable quantities.

9. GOVERNING LAW

This Policy and any dispute arising from it are governed by and construed in accordance with the laws of the Arab Republic of Egypt, and the Egyptian courts shall have jurisdiction. You may also refer a complaint to the Egyptian Consumer Protection Agency.

CONTACT US

To request a cancellation, return or refund, or to ask any question about this Policy, please contact us at:

communications@momaison.store