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Terms, Conditions & Policies

Version: T&C-2026.1 · Effective date: 12 October 2026

Applies to Sales Orders signed from the effective date that refer to this version. Website orders are governed by the version the customer expressly accepts when placing the order, as recorded on the order. Earlier versions remain applicable to the orders that refer to them.

For the full details of the terms, conditions and policies, please visit the link shown on the order or scan its QR code. The terms, conditions and policies, in the version referred to in the order and made available to the customer before signing, form an integral part of the sales contract.

  • General Terms & Conditions of Sale
  • Cancellation Policy
  • Returns, Exchanges & Refunds Policy
  • Warranty Policy
  • Design & Measurement Service (EGP 3,000)
  • Delivery & Installation Policy

1. General Terms & Conditions of Sale

1.1 Product Classification. Standard/Ready-Made: sold per Arcasa's standard offered specifications, without customer-specific manufacturing or modification. Custom/Made-to-Order: manufactured or materially modified specifically for the customer (customer-specific dimensions, material, color, finish, configuration, specification, or design); kitchens and dressing rooms designed/manufactured for a specific site are Custom by nature. The applicable classification is identified on the Sales Order/Contract where relevant. Choosing a color, material or finish from the product's approved standard options does not make it Custom/Made-to-Order; customization means a change outside those approved options or manufacturing to the customer's own specifications.

1.2 Production Readiness. Signing the Sales Contract alone does not mean production has started. Production Readiness requires: (a) Arcasa's confirmed receipt of the required advance payment; (b) customer approval of the applicable final Work Order/Production Order, including drawings, measurements, specifications, colors/codes, finishes, materials, hardware, configuration, appliance models, and other customer selections where relevant; and (c) Arcasa's receipt of any customer-dependent information or supply required to begin production (e.g., customer-supplied fabric or a nominated appliance model).

1.3 Approval Cycle. Where Arcasa submits drawings, specifications, or selections requiring customer approval, the customer has 3 business days to approve or submit consolidated, clear comments. A revised version issued by Arcasa following comments starts a new 3-business-day response period. Customer silence does not constitute automatic approval; however, customer delay in providing approval pauses/delays the applicable execution timeline and is not counted as Arcasa delay. Changes within the originally agreed scope may be handled during the approval process; changes outside the agreed scope may result in additional price and/or time.

1.4 Work Order Modifications. After final Work Order approval, the customer has no automatic unrestricted right to change the order. Before production starts, Arcasa may consider a requested modification, with any price/time effect agreed before implementation. After production starts, Arcasa is not obliged to accept a modification; if Arcasa accepts one, the customer bears the actual resulting cost (including unusable or reworked materials/work where applicable) plus any effect on lead time. Arcasa may decline a modification that has become technically or operationally impractical.

1.5 Electronic Approval. Customer approvals may be given in writing or electronically through the communication channels approved for use with the customer, and may be relied upon by Arcasa for drawings, specifications, selections, Work Orders, and modifications.

1.6 Customer Contact & Notifications. Arcasa may use the customer's registered contact details for approvals, order communication, readiness notifications, and delivery communication. The customer is responsible for keeping these details accurate and for informing Arcasa of any change. Customer-caused delay resulting directly from outdated contact information is not treated as Arcasa delay.

1.7 Payment Terms. 65% advance payment; 35% final balance due at least 15 days before the planned delivery date, in accordance with the approved Sales Order/Contract process. A payment is considered made only when Arcasa confirms actual receipt of funds through an approved payment method — a screenshot or a pending/unconfirmed bank transaction is not confirmation. If the customer delays an amount due, Arcasa may suspend the related work or delivery; the resulting suspension/delay is not counted against Arcasa's execution/delivery period, and work/delivery resumes at the nearest reasonably available Arcasa slot once payment is received. Approved payment methods: bank transfer to the Arcasa account stated on the order, or payment at Arcasa's showroom or factory; cash on delivery is not accepted. Delivery takes place after Arcasa confirms receipt of the full amount.

1.8 Price & Additional Works. The agreed contract price covers only the approved products, scope, specifications, and works. Once the Sales Contract is concluded, Arcasa does not increase the agreed price for the original approved scope merely because market material prices later increase. Customer-requested changes or additions may be separately priced, require the customer's approval of the additional price before implementation, and may affect execution time.

1.9 Quotation Validity. Unless a quotation expressly states another validity period, it is valid for 7 days from issue. After expiry, Arcasa may review price, material availability, and delivery/execution time before accepting the order. Once contracting occurs, the agreed price for the agreed scope follows these Terms.

1.10 Customer-Supplied Materials. Where the customer elects to supply a material or component (including fabric), the customer is responsible for supplying it in the required quantity, specification, and acceptable quality, by the required date. Customer delay in supply delays Production Readiness and/or execution accordingly. If the supplied material is insufficient, defective, inconsistent, or unsuitable for the required technical use, Arcasa may notify the customer and pause the affected work; Arcasa is not responsible for defects caused directly by a defective or unsuitable customer-supplied material, and remains responsible for its own workmanship. Normal manufacturing/cutting waste may be factored into the required quantity Arcasa advises.

1.11 Customer-Supplied Appliances. Where the customer selects or supplies an appliance, the customer is responsible for providing the final brand, model, technical data, dimensions, and connection/specification information required for Arcasa's design; Arcasa designs and manufactures based on the model/specification the customer approves. A later customer change to brand, model, dimensions, or technical requirements may require redesign, rework, and additional cost/time, and design elements dependent on those appliance dimensions do not reach Production Readiness until the required final information is available. Where Arcasa itself supplies the appliance as part of its own contractual scope, this responsibility remains with Arcasa.

1.12 Material Availability / Discontinuation. An approved fabric, veneer, finish, hardware, accessory, or other material/component may later become unavailable or discontinued when Arcasa attempts procurement, for reasons outside Arcasa's reasonable control. In that case, Arcasa informs the customer and may propose a reasonably comparable alternative; no materially different substitute changing the approved specification is used without customer approval. The related approval/procurement process may reasonably affect the execution timeline. Arcasa is not obliged to obtain the unavailable material at any cost from any source.

1.13 Natural Material Variations. Images, samples, and renders serve as visual references. Reasonable natural variation in color, wood grain, veneer grain, texture, pattern, or other naturally variable material characteristics does not by itself constitute a manufacturing defect or non-conformity. This does not permit Arcasa to supply a materially different code, material, finish, or specification from what the customer approved.

1.14 Prices & Tax. Customer-facing prices are inclusive of applicable VAT/taxes. The applicable tax rate and its accounting breakdown follow the legally applicable rate at the time of the transaction.

1.15 Liability. Arcasa's Sales Contract is a furniture sales agreement, not a construction contract. It does not create liquidated damages, broad compensation entitlements, or contractor-style notice regimes. Nothing in these Terms excludes a mandatory consumer right or a liability that cannot lawfully be excluded.

1.16 Governing Law. This contract and sale are governed by the laws applicable in the Arab Republic of Egypt, and disputes fall within the jurisdiction of the competent Egyptian courts.

2. Cancellation Policy

2.1 Scope. This policy governs cancellation requests made before delivery of the relevant item. Once an item has been delivered, the matter is no longer treated as cancellation; any request is instead governed by the Returns, Exchanges & Refunds Policy (Section 3 below).

2.2 Standard / Ready-Made Items.

  • Days 1–4 from the order/contract date: cancellation of the item or portion is permitted with no deduction.
  • Days 5–7, provided the item or portion has not yet been delivered: cancellation is permitted subject to a 25% deduction from the value of the cancelled item or portion.
  • After Day 7 and before delivery: the customer has no automatic contractual right to cancel. Any cancellation accepted after Day 7 is at Arcasa's discretion, subject to Arcasa's prior written approval and to any conditions or deductions communicated and agreed at the time of that approval.

2.3 Custom / Made-to-Order Items.

  • Before production of the relevant item or portion has started: cancellation of that item or portion is permitted subject to a 10% deduction from its value.
  • Once production of the relevant item or portion has started: that item or portion becomes non-cancellable.
  • If Arcasa exceptionally agrees in writing to cancellation after production has started, the deduction shall be not less than 50% of the relevant value, or the value of work actually performed in relation to that item or portion, whichever is higher.
  • Where an order includes more than one distinct item or a clearly identifiable separate portion, production-start status — and therefore whether that item or portion is cancellable, and on what terms — is determined separately for each such item or portion based on Arcasa's production records, not automatically for the order as a whole. For example, if an order includes a sofa and a dining set and production has started on the sofa but not yet on the dining set, the dining set remains cancellable under the applicable pre-production terms even though the sofa does not.

3. Returns, Exchanges & Refunds Policy

3.1 Scope. Once an item has been delivered, any request to return, exchange, or obtain a refund is governed by this Policy, not by the Cancellation Policy.

3.2 Standard / Ready-Made Items — Return & Exchange Right. A Standard/Ready-Made item may be returned or exchanged within 14 days of delivery, provided the item is in its original condition, unused, not installed, complete with its components/accessories, and otherwise compliant with the approved return conditions. No percentage-based Administrative Deduction / Restocking Fee applies to an eligible return. However, for an ordinary return / change of mind not caused by Arcasa, the customer bears the applicable transportation/collection cost, necessary repackaging cost, and actual administrative/processing cost related to the return, assessed according to the actual case. Bank/payment-provider refund-processing charges: where the refund is not caused by an Arcasa defect, error, non-conformity, or Arcasa-attributable damage, the customer bears the actual, non-refundable bank/payment-provider charges directly incurred in processing the refund; where the refund is caused by an Arcasa defect, error, non-conformity, or Arcasa-attributable damage, Arcasa bears those charges.

3.3 Custom / Made-to-Order Items. No return or exchange due merely to change of mind where the product conforms to the customer's approved specifications. A manufacturing defect, non-conformity with the approved specifications, an Arcasa-attributable error, or Arcasa-attributable damage remains a completely separate matter and is not excluded merely because the product is Custom/Made-to-Order — Clause 3.5 below applies in full regardless.

3.4 Exceptional / Goodwill Returns. No percentage-based administrative deduction range applies to this category. Where Arcasa is not legally or contractually required to accept a return but nevertheless agrees exceptionally to do so, this is treated as an Exceptional/Goodwill Return, subject to Arcasa's prior written approval and to the specific commercial terms agreed in writing for that particular case.

3.5 Arcasa Defect / Error / Non-Conformity. Where a return, repair, replacement, or refund results from a manufacturing defect, non-conformity with the approved specification, an Arcasa-attributable error, or Arcasa-attributable damage, Arcasa bears the necessary transportation/collection cost, subject to verification of the claim.

3.6 Exchange Mechanics. For an eligible Standard/Ready-Made exchange requested for customer preference (not a defect): the original item is treated under Clause 3.2 above (the applicable Return terms and customer-cost rules); the replacement item is treated as a new order; if the replacement is more expensive, the customer pays the difference; if less expensive, the difference is refunded; the replacement is subject to stock availability; if not immediately available, the replacement follows its applicable normal production/delivery lead time; applicable return and redelivery costs follow the customer-cost rules in Clause 3.2. If the exchange results from a manufacturing defect, non-conformity, an Arcasa-attributable error, or Arcasa-attributable damage, Arcasa bears the applicable collection/replacement costs (per Clause 3.5).

3.7 Inspection Period. Arcasa has up to 3 business days from receipt of the returned product to inspect it and determine whether the return/exchange/refund conditions are satisfied. This is a separate period from the Refund Period below; the two are not merged.

3.8 Refund Period. Once the return has been formally accepted following inspection, Arcasa has up to 4 business days to initiate/process the applicable refund. The Inspection Period (up to 3 business days) and the Refund Processing Period (up to 4 business days after acceptance) are two separate, consecutive periods. Any additional time required by the customer's bank or payment provider after Arcasa has initiated/processed the refund is outside Arcasa's direct control and is not represented as part of Arcasa's own processing period.

4. Warranty Policy

4.1 Scope. This Warranty applies to products delivered by Arcasa, in addition to any rights available to the customer under mandatory Egyptian law.

4.2 Structural & Manufacturing Warranty — 5 Years. Arcasa provides a 5-year limited warranty against manufacturing defects in the product's structural frame, carcass, joinery, and structural assembly (manufacturing workmanship). This is not a 5-year warranty on every component of the product.

4.3 Non-Structural Components — 3 Years. Finishes, upholstery, fabrics, foam/padding, and other non-structural materials or components are covered by a 3-year warranty against manufacturing defects.

4.4 Hardware & Third-Party Components. Hardware, mechanisms, electrical components, appliances, and third-party accessories are covered by the original manufacturer's warranty and terms, particularly where the brand/specification was selected by the customer, without prejudice to any minimum warranty obligation Arcasa cannot lawfully exclude as the seller of the finished product under mandatory Egyptian consumer-protection law.

4.5 Claims & Remedy. A complaint does not by itself constitute an accepted warranty claim. Arcasa may inspect and assess the reported issue to determine warranty coverage. Where a covered manufacturing defect is confirmed, Arcasa will generally proceed by repair, then replacement of the affected component or part, then replacement of the product where repair or component replacement is not reasonably possible — subject always to any mandatory right under Egyptian law, including any mandatory right to replacement where the same defect recurs after a prior repair.

4.6 Service Timing. Arcasa targets completion of approved warranty work within 3 weeks of claim approval. This is a target, not an absolute deadline: where the repair, materials, special-order or imported components, or other reasonable circumstances require more time, Arcasa may need a longer period and will inform the customer.

4.7 Exclusions. This Warranty does not cover damage or defects caused by normal wear and tear, misuse, improper care or maintenance, exposure to water, moisture, heat, or unsuitable environmental conditions, or modification, dismantling, relocation, or installation by a party not authorized by Arcasa. Where unauthorized intervention causes a specific defect or damage, the exclusion applies to that defect or damage, not to the product's warranty as a whole.

4.8 Costs. Where a defect is confirmed as covered, Arcasa bears the reasonable costs necessary to provide the remedy, including required inspection and transportation. Where inspection determines the issue is not covered — including customer-caused damage, misuse, or an excluded circumstance — the customer bears the applicable inspection, transportation, and repair costs. The customer is informed of any applicable cost before a chargeable repair proceeds.

4.9 Warranty Period After Repair/Replacement. Repairing or replacing a defective component does not restart the original 5-year or 3-year warranty period. The repaired or replaced component or product remains covered for the remainder of the original applicable period, subject to mandatory Egyptian legal requirements.

4.10 Custom / Made-to-Order Products. This Warranty applies fully to Custom/Made-to-Order products. Custom status does not remove the customer's rights in case of a manufacturing defect, non-conformity, an Arcasa-attributable error, or Arcasa-attributable damage.

5. Design & Measurement Service (EGP 3,000)

5.1 The Service. This is a genuine service fee, commonly applicable to projects such as kitchens and dressing rooms, covering: site visit/inspection, measurement, preliminary design, and pricing/quotation preparation. The fee applies only when the customer requests the service and it is agreed; it is not added automatically to any contract or sales order. If the customer proceeds to contract with Arcasa, the full EGP 3,000 is credited against the contract value. If the customer does not proceed with Arcasa, the fee is not refunded, because the service has already been delivered — this is a service fee, not a cancellation penalty. The customer is free to use the preliminary design to compare prices with other providers; no restriction is placed on this. "Preliminary Design" (produced for quotation/pricing purposes) is distinct from "Final Production/Work Order Drawings" (the approved basis for manufacturing).

5.2 Measurements & Site Changes. Where Arcasa performs the site measurement, Arcasa is responsible for the measurements it takes, provided the site remains materially unchanged afterward. If the customer or another contractor changes site conditions after measurement in a way that affects the product (walls, floor levels, ceilings, openings, utilities, installation conditions), the customer must inform Arcasa; a new visit, measurement, or design modification may be required, with a corresponding cost/time impact where applicable. Where the customer supplies measurements/drawings and instructs Arcasa to manufacture based on them without an Arcasa measurement, the customer is responsible for the accuracy of those supplied measurements. Where Arcasa advises that a Final Measurement is required after specific site works are completed, that final measurement is the manufacturing reference.

6. Delivery & Installation Policy

6.1 Coverage & Cost. Installation of the Arcasa products listed in the Sales Order is included in the price wherever delivered in Egypt, within the installation scope in Clause 6.11. Transport is included for delivery within: Cairo and Giza, New Cairo, Madinaty, El Shorouk, El Obour, 6th of October and Sheikh Zayed. Outside these areas, a fixed transport cost applies per destination: Alexandria EGP 5,000; North Coast / Matrouh EGP 6,200; Dakahlia EGP 3,800; Gharbia EGP 3,400; Qalyubia (Benha / El Qanater) EGP 1,800; Ismailia / Suez / Port Said EGP 7,000; Faiyum / Beni Suef / Minya EGP 7,500; Asyut / Sohag / Qena / Luxor / Aswan EGP 12,000. For any other destination, the transport cost is determined and agreed before payment. Transport is free to any destination in Egypt when the value of the products in the order, after discounts and before transport and additional services, exceeds EGP 400,000. The transport cost and any agreed reduction are stated in the Sales Order before payment. Neither the inclusion nor free transport overrides Clauses 6.4, 6.5 and 6.11 of this Policy (costs of a site that is not ready, upper-floor charges and lifting equipment, and works not included in installation).

6.2 Lead Time. Each product/item has its own execution/delivery lead time, agreed at contracting and recorded for the relevant order/product; multi-item orders may have different lead times per product. The lead time begins per the approved Production Readiness rules, not simply from contract-signing where customer approvals/supplies remain incomplete. Customer-caused delay in approval, information, selection, supply, payment, or a requested modification may extend the relevant timeline; an approved modification may result in a revised execution period. Website product information may show an "Estimated Lead Time," but the final contracted lead time is the Sales Order/Contract value.

6.3 Force Majeure. Where performance is affected by circumstances reasonably outside Arcasa's control (governmental measures, serious logistics/shipping disruption, import/customs delays, extraordinary supply interruption, disasters, or comparable events), the affected execution period is extended to the extent reasonably caused by that event. Arcasa informs the customer when a material delay becomes known. Ordinary supplier delay is not automatically Force Majeure.

6.4 Site Readiness. The customer is responsible for ensuring the site is ready for delivery/installation at the agreed time, including reasonable site access, the access route, installation space, and completion of any prior works needed for installation. If delivery/installation cannot proceed because the site is not ready, or for another reason attributable to the customer, Arcasa is not considered late for the resulting delay; a new appointment is scheduled at the nearest available Arcasa slot, and actual additional delivery/visit/transport cost resulting from the failed attempt may be charged to the customer (there is no fixed revisit fee). If the failure is caused by Arcasa, the customer does not bear such additional cost.

6.5 Floors & Lifting Equipment. From the 4th floor, an EGP 500-per-floor charge applies where the stairs/elevator route remains safe and practically possible but requires additional manual effort — not applied where no such additional effort is needed. Where there is no safe/practical route, or height/circumstances require lifting equipment, the customer is responsible for providing and paying for the necessary crane/hoist, supporting lifting labor, a suitable lifting platform/pallet, and related permits/preparations. Where a prior Arcasa site inspection made the crane requirement reasonably evident, Arcasa notifies the customer in advance where practicable. If the required lifting arrangement is unavailable at delivery, the site is treated as not ready. Third-party lifting equipment/personnel arranged by the customer remain that provider's/customer's responsibility to the extent allowed by law, except for damage directly caused by Arcasa's own team.

6.6 Storage & Postponement. When Arcasa notifies the customer that the item/portion is ready, the customer receives a 10-day storage grace period with no charge. If receipt does not occur within 10 days for a customer-attributable reason (postponement request, site not ready, lifting arrangement unavailable, unpaid final balance, or other customer-caused inability to receive), storage charges begin after the grace period at 2% per week or part-week, calculated on the value of the ready, delayed item/portion only — not the whole contract value. Paying storage charges does not create an unlimited right to keep delaying receipt; once the reason for delay is removed, delivery/installation is scheduled at the nearest reasonably available Arcasa slot. If Arcasa itself causes the delay, no storage charge applies.

6.7 Delivery Recipient. Delivery may be made to the customer or a representative nominated by the customer; the nominated recipient's signature on the delivery document is evidence of receipt. If neither is available at the agreed time and delivery cannot proceed, the resulting failed delivery is treated as customer-caused delay under these rules. No formal power of attorney is required for ordinary receipt.

6.8 Inspection & Visible Delivery Issues. The customer or representative should inspect the product at delivery as reasonably possible; visible damage, shortage, missing accessories/components, or an apparent condition issue should be recorded at delivery where possible. Any claim on a visible issue reasonably discoverable at ordinary inspection must be reported within 48 hours of delivery, with clear photos and video. This 48-hour window does not remove latent-defect rights, manufacturing-defect warranty rights, or mandatory consumer rights. A signature without visible reservation is evidence of the apparent delivery condition/quantity at handover, but does not extinguish latent-defect or warranty rights.

6.9 Transport Responsibility & Risk. Where Arcasa performs delivery, Arcasa is responsible for reasonable care of the product through production, storage, transport, and delivery until handover at the agreed site; damage caused during Arcasa transport/handling remains Arcasa's responsibility. After handover, the customer is responsible for possession/use, subject to valid warranty/latent-defect rights. If the customer elects to collect using their own vehicle or a third-party transporter, transport risk arising after handover to the customer/their carrier is not Arcasa's responsibility, while pre-existing manufacturing defects remain covered.

6.10 Ownership. Full contractual payment is required before transfer of ownership, to the extent legally appropriate.

6.11 Installation Scope. Arcasa's installation covers assembly, installation, and fixing of Arcasa products within the agreed Sales Order scope. Unless expressly included in the Sales Order, installation does not automatically include unrelated site works such as electrical or plumbing alterations, gas works, demolition, plastering, painting, marble works, or civil modifications. Where such additional work is expressly contracted and priced, it forms part of Arcasa's scope accordingly.

6.12 Change of Delivery Location. Where the customer requests a change to the agreed delivery/installation location, Arcasa may review the effect on transport cost, lifting/access, installation requirements, and timing. If the change concerns a Custom product designed/measured for another site, new measurement/design/modification may be required.

For an order or a report (call & WhatsApp): +20 128 256 4667 · +20 121 222 8278

This page is fixed for version T&C-2026.1; any later update is issued under a new version number without changing this version.