Terms of Service
Hesitant about the order🤔?
At DE.CI, our goal is your satisfaction and happiness.
If you are not happy with your order, all you have to do is to contact our team by filling our online form or contact our Customer Satisfaction via email, care@deci-cairo.com, or call us at (+20)1225555150. We will help you to find a convenient option, whether you want to cancel or exchange your not-yet-delivered order.
*This policy is not applied to our customized products.
You can cancel/exchange your customized item without any fees up to 1 week after the order placement. By the end of week 3, there is a penalty. And unfortunately, after 4 weeks there is no cancellation nor exchange.
We Deliver🚚
Once your items are ready, our team will contact you directly to schedule your delivery appointment.
Our delivery team is only responsible for lifting the items to the third floor.
Unfortunately, they will not be responsible if the stairs lobby is smaller than the requested items.
Please make sure to inform our team of all the required details beforehand to make everything ready and perfect for your delivery.
Be Prepared 📝
We care about your home too, so please help us by preparing for your delivery.
Here are some reminders to prepare your home properly in advance to assure that the delivery process goes smoothly:
- Double-check your measurements
- Clean the desired location of your new items and remove your old ones
- Make sure the paths are completely clear from any obstacles to prevent any damages
- Secure your children and pets, so they don’t get in the way and accidentally get hurt.
- Please note that we are not responsible for moving any of your old furniture.
Change in plans? Got you 😉!
You can change your delivery date up to 48 hrs before your delivery appointment.
You can also request an extended storage duration.
We charge weekly storage fees with a fixed rate of 2% from the total order value, with a maximum of 6 months.
The storage fees are applied to any item that exceeds 10 days from the order-ready date. To reserve the order for you, you have to finalize the order payment within this grace period.
If you have any inquiries, all you have to do is to contact our Customer Satisfaction via email, care@deci-cairo.com, or call us at (+20)1225555150. We will help you to find a convenient option.
YAY! Order received 🤩
Our team will call you before they head to your location. If you didn't answer within 30 mins, your delivery will be rescheduled to the nearest free slot.
We take great care to pack the items so that they will arrive safely. Please inspect your items immediately upon delivery. Make sure that all the products are in good condition and assembled perfectly.
Immediately report any issue that you have observed by filling our online form or contact our Customer Satisfaction via email, care@deci-cairo.com, or call us at (+20)1225555150.
Want a refund/exchange 😕?
If you did not like any of your items, please do not hesitate to contact our team by filling our online form, or contact our Customer Satisfaction via email, care@deci-cairo.com, or call us at (+20)1225555150 within 3 days of your order receipt.
You are eligible for a free return/exchange within 3 days of your order receipt if your item is unused and in the same condition as you have received it.
Our team will arrange with you a pickup appointment based on the nearest free slot. Once we receive and inspect your return, we will inform you with the approval or rejection of your refund/exchange.
If your return is approved, we will issue a refund that will be credited to your bank account within 14 working days.
If your return is rejected, you will send an email request to care@deci-cairo.com and the case will be raised to the top management then.
*This policy is not applied to our customized products.
However, you can request a free refund/exchange for your customized item up to 1 week after the order placement. Before week 4 ends there is a 20% penalty. And unfortunately, after 4 weeks of the order placement, there is no refund nor exchange.
If you have any questions regarding refunds or exchanges please feel free to reach out to us through our online form or contact our Customer Satisfaction via email, care@deci-cairo.com, or call us at (+20)1225555150.
Warranty & Conditions📜
We offer a 3 years warranty on all our products against manufacturing defects and production faults. Several exclusions apply to the warranty terms. For this, please see the warranty exclusions below.
Limitations & Exclusions
Our warranty does not cover:
- Normal and natural wear and tear
- Damage caused by improper and excessive use and abuse
- Improper assembly by unqualified persons
- Damage from non-normal use of furniture (example: sitting/standing on a table)
- Improper handling and moving of furniture
- Exposure of product to undesired heat, moisture, liquids, and cleaning products
- Environmental influences (example: dryness and humidity)
- Color fading and physical deterioration caused by exposure to sunlight, artificial UV sources, or water cleaning
- Accidental damages and stains (example: pets, heat sources, ink, beverages, food, cosmetics, other household stains)
- Unauthorized attempts to clean, repair or modify product
- Specific characteristics of product and material that are not covered by the warranty
DE.CI reserves the right of final decision in case of any disputes.
You have a Claim😰?
Filing a claim is easy. You can either fill out our online form or contact our Customer Satisfaction via email, care@deci-cairo.com, or call us at (+20)1225555150. We will handle everything for you.
As a first step, we will arrange a pick up for the item from your place to be inspected carefully at our warehouse. Within 3 working days, our team will inform you of the exact status, possible causes, solution, fees (if any) transportation fees may be applied, and expected repairing/replacing duration. In case you rejected, we will return the item back to you. Please note that other problems may arise when solving the main issue.