At El Hamzawy, we strive for complete customer satisfaction. This return policy outlines the conditions under which returns and exchanges are accepted for our custom-made products.
1. Custom-Made Products
Since our curtains are specifically manufactured according to your measurements and fabric choices, we generally do not accept returns or exchanges due to a change of mind. However, we are committed to helping you find a solution if you are not satisfied.
2. Defective or Damaged Products
We will happily accept exchanges or repairs for products that are:
- Defective in materials or workmanship.
- Damaged during shipping or installation.
- Delivered incorrectly (wrong color or fabric than ordered).
- Do not match the measurements you provided.
(Please note: Fabric colors may vary slightly from screen images; this is not considered a defect.)
3. Return Process
To report an issue:
- Contact our customer service within 7 days of installation.
- Provide your order number and photos of the issue.
- Keep all original packaging.
- We will arrange an appointment to inspect or pick up the product.
- Returns will be processed within 14 business days.
4. Non-Returnable Items
The following items cannot be returned:
- Products damaged due to customer misuse.
- Curtains exposed to smoke, pets, or strong odors.
- Orders more than 7 days past the installation date.
- Products modified by a third party.
- "Meter" fabrics (sold by the piece).
5. Exchanges
Exchanges can be requested in the following cases:
- Different fabric (subject to availability and price differences).
- Size adjustments (due to measurement error on our part).
- Replacement of defective parts.
Exchange requests must be made within 14 days of installation.
6. Refunds
Refunds will be processed as follows:
- Full refund for defective or damaged products.
- Refunds are issued via the original payment method or a similar method.
- Processing time: 14 business days.
- Delivery fees are not refunded except in the case of defective products.
7. Cancellations
The following conditions apply:
- Full cancellation within 24 hours of order confirmation.
- 50% deduction if production has started but not completed.
- Cancellation is not possible once manufacturing is complete.
- Special or urgent orders cannot be cancelled.
8. Our Commitment
We are committed to fairness. If you have a unique situation, please speak with us and we will:
- Listen to your concerns.
- Inspect the product if necessary.
- Offer repair or adjustment options as appropriate.
- Work with you to reach a final resolution.
9. Contact Us
For any inquiries regarding this policy: