Terms and Conditions

Effective date: [Placeholder: effective date]

These terms govern your purchase from Fanosia, whether you order on fanosia.com or through WhatsApp, Instagram or Facebook. The Arabic text is the authoritative text and this English text is a translation of it. If the two differ, the Arabic text applies.

Nothing in these terms limits your rights under Consumer Protection Law No. 181 of 2018 or any other Egyptian law. Where we give you more than the law requires, we say so.

1. Who we are

Fanosia (فانوسيا) is the trade name of a sole proprietorship registered in Egypt:

These details also appear at the foot of every page of the website, on the Contact page and in our WhatsApp business profile.

2. Definitions

• Working day: Saturday to Thursday, excluding official public holidays in Egypt.
• Stocked piece: a piece held in our storage when you order. Its product page says "ships in 24–48 hours".
• Made-to-order piece: a piece from our range that we order from the workshop or supplier after your order is confirmed. Its product page shows its lead time.
• Confirmation: our written WhatsApp message confirming your order and its details.

3. Capacity and accurate details

You must have the legal capacity to enter into a contract. You do not need an account to buy. Please give us a correct name, mobile number and address with the nearest landmark, because we rely on them to confirm and deliver your order.

4. Products, photographs and dimensions

• Every product photograph on the website is a real photograph of that piece. We may place the real photograph of a piece inside a digitally designed room, but the piece itself is never generated or altered, and such an image is never the first image on the product page.
• Colours may look slightly different on your screen. Pieces with handmade, antique, bronze or oxidised finishes may vary slightly from one to the next, and they darken naturally over time.
• Dimensions and weights are measured on the actual piece when we receive it from the supplier.
• Every product page states the material, dimensions, number of bulbs, socket type and wattage, country of origin, whether bulbs are included or an optional add-on, whether installation is available and at what price, the lead time if the piece is made to order, the return right and the warranty.

5. Prices, taxes and invoices

• Prices are in Egyptian pounds and include all taxes due, including value added tax where it applies. No tax is added at checkout.
• Delivery, and installation if you ask for it, are shown separately before you pay, and the final total is shown before you place the order.
• The price that binds us is the price shown when you place your order. If a price is obviously wrong because of a technical fault, we contact you before confirming, and you may complete the order at the correct price or cancel it at no cost.
• We never show a struck-through "was" price we did not actually charge. Any discount we announce is real and has a set end date.
• We send you an invoice or receipt for every order. Business customers receive a tax invoice on request.

6. Placing, confirming, amending and cancelling an order

Placing an order. An order on the website or through our messaging channels is your offer to buy.

Confirmation within 2 hours. We confirm every order in writing on WhatsApp within 2 hours of it being placed during working hours (Saturday to Thursday, 11:00–21:00). An order placed outside those hours is confirmed within the first 2 hours of the next working day. The confirmation lists the items, the total, the payment method, the address with its landmark and the expected delivery date. If you gave us an email address, we send a copy there too.

When the sale is made. The sale is concluded when we send you the confirmation. For orders above EGP 10,000, it is concluded when the deposit arrives (section 7).

If we cannot supply a piece. We tell you as soon as we know, and refund in full anything you paid for it within 72 hours.

Amending an order. You may ask to amend your order within 7 working days of its confirmation, whether the items, the finish, the address or the delivery date. Before the order leaves our storage, we make the change directly at no cost and adjust the total by any price difference. After it leaves, we make the change as an exchange under the Returns and Refunds Policy, with free pickup from your door.

Cancelling before dispatch. You may cancel any order before it leaves our storage at no cost. We refund the deposit, or anything else you paid, in full within 72 hours of the cancellation.

7. Payment

• Card and wallet payments are made on Paymob's secure payment page. Your card details never reach our servers and we do not keep them.
• Cash on delivery is available for orders up to EGP 10,000, the most our couriers will collect in cash for one shipment.
• The deposit for orders above EGP 10,000. Cash on delivery is not offered, and we ask for a deposit of 50% of the total. The deposit must arrive within 24 hours of the order being placed, or the order is cancelled automatically with no obligation on you. We start preparing the order once the deposit is confirmed, and the balance is paid on delivery or installation in the way we agree with you in the confirmation.
• A video of your piece before dispatch. [Proposed — master-plan decision 5, not yet approved] Before we dispatch any order above EGP 10,000, we send you a short WhatsApp video of your own piece, lit.
• The deposit is refundable in full in the cases set out in sections 6 and 9.

8. Delivery

Delivery is covered in full in the Shipping and Delivery Policy. The essentials:

• Stocked pieces: delivered within 2–4 working days in Cairo and Giza, and within 7 working days at most in other governorates, counted from confirmation.
• Made-to-order pieces: have their own lead time, shown on the product page and before you pay, and we confirm the expected delivery date in writing in the confirmation. The stocked-piece delivery times do not apply to them.
• Delivery is free on orders of EGP 3,000 or more. Below that: EGP 75 in Cairo and Giza, and EGP 120 in other governorates [Proposed — master-plan decision 11, not yet approved].
• If your order is late against the date we confirmed, we contact you before the date passes. You may wait for the new date, or cancel the order and receive everything you paid within 72 hours.
• Every shipment is insured at our cost, and the piece remains our responsibility until you receive it.

9. Right of withdrawal (returns within 14 days)

• You may return any piece within 14 days of receiving it, without giving a reason.
• What we give beyond the law: we collect the piece from your door free of charge, and refund you within 72 hours of collection. The law requires a refund within 7 days of the return.
• Condition for acceptance: a piece that has been installed and tested is fine. A piece that is damaged or has missing parts is not.
• Refunds are made by Instapay for orders paid in cash, and to the same card for orders paid by card.
• The steps and details are in the Returns and Refunds Policy.

10. Defective or non-conforming pieces

If a piece has a defect, or is not as described on its product page, you may choose within 30 days of receiving it either a replacement or a full refund, and we collect it from your door free of charge.

11. Damage in transit

If a piece arrives damaged in transit, tell us within 48 hours of receiving it, with a photograph. We send a replacement first, or refund you if you prefer. You do not need to deal with the courier; we handle that.

The 48 hours are the fast track. If you find transit damage after that, you do not lose your rights: we handle it under section 10 within 30 days of receipt, and after that under the warranty in section 12.

12. Warranty

Term: 3 years from the date you receive the piece, on every piece we sell.

The warranty covers:

• The structure: joints, arms and fixing points.
• The finish (paint and surface treatment): paint or lacquer that flakes or lifts abnormally.
• The electrical parts supplied with the piece: the sockets (bulb holders), internal wiring and built-in LED modules.

The warranty does not cover:

• Bulbs.
• Damage caused by installation carried out by anyone other than the Fanosia Install team.
• Accidental damage, such as a fall or a knock, and misuse.
• Use of an indoor piece in an exposed outdoor place.
• Damage from cleaning with unsuitable products, such as brass polish on oxidised or bronze finishes.
• The natural change over time of antique, bronze and oxidised finishes.

How to claim: message us on WhatsApp with your order number and a photo or short video of the problem, and we reply within the times in section 20. A Fanosia technician repairs the piece, and if it cannot be repaired we replace it. We pay for transport both ways.

This warranty is in addition to the warranty the law gives you and does not reduce it.

13. Installation

• Free with pieces from The Statement Edit in Cairo and Giza; the product page says so.
• An optional service for some chandeliers in Cairo and Giza, at EGP 350–600 depending on the piece. The price is shown on the product page and before you pay.
• The Fanosia Install team works on our behalf, and its work is covered by our warranty.
• Details of the service are in the Shipping and Delivery Policy.

14. Open-Box pieces

We may offer returned pieces that we have inspected and tested in a separate collection called Open-Box, at a discount, with a written description and photographs of their actual condition. We never sell a returned piece as new unless it came back in fully new condition. Open-Box pieces carry the same return and warranty rights. Details are in the Returns and Refunds Policy.

15. Designers and businesses

Orders from designers and businesses under the Fanosia Trade programme have separate trade terms, which we send on request at sales@fanosia.com.

16. Intellectual property

The Fanosia name and logo, and the photographs, text and designs on the website, belong to Fanosia. They may not be copied or used commercially without our written permission.

17. Liability

We accept the liability the law places on us for the pieces we sell and for the work of our installation team. Nothing in these terms limits any liability that cannot lawfully be limited.

18. Privacy

We handle your data under our Privacy Policy, in line with Personal Data Protection Law No. 151 of 2020.

19. Complaints and governing law

• If something goes wrong, contact us first; we reply within the times in section 20.
• You may also complain to the Consumer Protection Agency.
• These terms are governed by the laws of the Arab Republic of Egypt, and the Egyptian courts have jurisdiction over any dispute arising from them.

20. Contact and working hours

We work Saturday to Thursday, 11:00–21:00. On Fridays you receive an automatic reply, and we answer on the next working day. The times below count within working hours:

21. Changes to these terms

We may change these terms. Every change is published here with a new effective date. Your order is governed by the terms published when you placed it.