Terms of service

At TERRAZ Furniture, we are committed to delivering a refined, reliable, and transparent experience, from the first conversation to final delivery and beyond.

The following policies are designed to ensure clarity, protect your investment, and maintain the quality standards we stand for.

1. Ordering & Payment Policy

• Orders can be placed through our showroom, manufacturing facility, website, or official communication channels.

• All prices are listed in Egyptian Pounds (EGP) and include applicable taxes unless stated otherwise.

Cash on Delivery (COD) Orders:

• Orders above EGP 3,000 require confirmation from our team prior to processing.

• A 50% upfront payment is required to initiate the manufacturing process.

• A total of 75% of the order value must be settled prior to the scheduled delivery date.

• The remaining 25% balance is to be paid upon delivery.

• For custom-made items, a minimum of 50% deposit is required upon order confirmation.

• The remaining balance is to be settled prior to or upon delivery, as agreed during order confirmation.

• Quotations are valid for a limited period, as communicated at the time of issuance.

2. Customization & Production Policy

At TERRAZ, most of our pieces are crafted to order.

• Clients may request customization in dimensions, materials, finishes, and fabrics within our available options.

• Final specifications must be approved before production begins.

• Production timelines vary depending on the item and customization level and will be communicated upon order confirmation.

Changes & Modifications:

• Modifications are only accepted before production starts.

• Once manufacturing has begun, changes may not be possible or may incur additional costs and timeline adjustments.

Tolerance Disclaimer:

• Minor variations in dimensions, color tones, or natural materials may occur due to the handcrafted nature of our products and are considered acceptable within industry standards.

3. Upholstery & Material Policy

• Upholstery and leather costs are included in product pricing based on selected materials from our approved collections.

• If a client chooses materials outside our standard selections, the total price may be adjusted accordingly.

Client-Supplied Materials:

• Clients may provide their own fabric or leather.

• In such cases, the value of the standard material included in the original price will be deducted from the final invoice.

• TERRAZ is not responsible for defects or performance issues related to client-supplied materials.

4. Delivery & Logistics Policy

• Delivery timelines are communicated at the time of order confirmation and may vary depending on production schedules and location.

• Delivery fees are calculated based on location and order size.

• Assembly is included unless stated otherwise.

Client Responsibilities:

• Ensure accurate delivery information (address, access points, floor level, etc.).

• Confirm that items can fit through entrances, elevators, and staircases.

Liability:

• TERRAZ is responsible for the product until delivery is completed.

• Any issues must be reported immediately upon delivery and noted in the delivery report.

5. Returns, Exchanges & Cancellation Policy

Due to the customized nature of our products:

• Custom-made items are non-returnable and non-refundable once production has started.

• Standard (non-customized) items may be eligible for return or exchange within a specified period, provided they are unused and in original condition.

Cancellations:

• Orders can be cancelled before production begins, subject to administrative fees.

• Once production starts, cancellation is not permitted.

Refunds, where applicable, are processed within a reasonable timeframe through the original payment method.

6. Warranty & After-Sales Policy

TERRAZ stands behind the quality of its craftsmanship.

• Structural elements are covered under a limited 2 years warranty against manufacturing defects.

• Upholstery, finishes, and natural wear and tear are not covered under warranty unless explicitly stated.

After-Sales Support Includes:

• Maintenance guidance

• Repair services (where applicable)

• Paid refurbishment services for extended product life

Response times and service details will be communicated upon request.

7. Quality & Craftsmanship Commitment

• All TERRAZ products are manufactured using carefully selected materials and controlled production processes.

• Each piece undergoes quality inspection prior to delivery.

• Natural materials (such as wood and leather) may exhibit unique characteristics that enhance authenticity.

8. Pricing & Discount Policy

• TERRAZ maintains a consistent pricing structure aligned with its quality standards.

• Discounts, where applicable, are offered during specific campaigns or for project-based orders.

• Custom quotations are provided for bulk or interior design projects.

9. Customer Experience & Communication

• Our team is committed to timely and professional communication across all channels.

• Any concerns or complaints are handled with care and escalated when necessary to ensure resolution.

• We aim to maintain a seamless and premium experience at every touchpoint.

11. Legal & Compliance

These policies are aligned with applicable Egyptian consumer protection regulations, including those governed by the Egyptian Consumer Protection Agency.

TERRAZ reserves the right to update or amend these policies at any time, with updates communicated through official channels.

At TERRAZ, every piece is more than furniture, it is a commitment to quality, design, and trust. We appreciate your confidence in us and look forward to crafting spaces that reflect your vision.