General Terms and Conditions of Sale

These terms and conditions apply to the consumer, meaning any person who purchases a product from Le Chateau Egypt to satisfy a personal need that is not professional, artisanal or commercial, as defined in Article (1) of Egyptian Consumer Protection Law No. 181 of 2018.

Purchases made by companies, contractors, developers, hotels, distributors or any buyer acquiring products for professional or commercial purposes or for resale fall outside the definition of consumer set out in Article (1) of Egyptian Consumer Protection Law No. 181 of 2018, and are governed exclusively by the signed quotation, purchase order or supply contract.

Placing any purchase order with Le Chateau Egypt constitutes full acceptance of these terms and conditions.

Where the purchase is made through our website, ticking the acceptance box for these terms and conditions before completing the order constitutes your express acceptance of them. A complete copy is made available to you before you accept, which you can read, save and print, pursuant to Article (37) of Egyptian Consumer Protection Law No. 181 of 2018.

In-stock products: items shown in the Le Chateau Egypt catalogue and delivered in the original factory packaging without any modification.

Made-to-order products: any item that Le Chateau Egypt manufactures, assembles, cuts, sizes, finishes, upholsters, colours or wires electrically according to specifications you provide or select, or that is produced specifically for your project.

Before manufacturing of any made-to-order product begins, we send you a written specification sheet setting out the dimensions, finish, colour, material, quantity, technical specifications and all other agreed characteristics. You must approve this sheet in writing before manufacturing starts.

The approved specification sheet is the sole reference for assessing whether the delivered product conforms to your order. Verbal instructions, messages or drawings that are not included in the approved sheet are not taken into account.

Before purchase we inform you of the product’s country of origin, its price, its characteristics and its essential features, pursuant to Article (4) of Egyptian Consumer Protection Law No. 181 of 2018.

All advertised prices include the taxes and other financial charges legally imposed on them, pursuant to Article (7) of Egyptian Consumer Protection Law No. 181 of 2018.

For distance contracts concluded online, by telephone or by any other means, we provide you before contracting with our identification details and registrations, the product’s characteristics and origin, the full price including fees, taxes and shipping costs, the validity period of the offer, the warranty we grant, the date, place and cost of delivery, the withdrawal terms and the details of the service centre, pursuant to Article (37) of Egyptian Consumer Protection Law No. 181 of 2018.

We provide you with an invoice evidencing the transaction, showing our tax registration number 697-280-004, the date of the transaction and the price, specifications, nature, type and quantity of the product, pursuant to Article (10) of Egyptian Consumer Protection Law No. 181 of 2018.

Where a product is reserved by agreement, we provide you with a receipt evidencing the reservation and specifying the product’s characteristics and features, pursuant to Article (12) of Egyptian Consumer Protection Law No. 181 of 2018.

Orders are paid either in full at the time of the order, or by a down payment equal to fifty per cent (50%) of the total order value at the time of the order, with the balance payable before shipping.

Where payment is made by down payment, the down payment is always equal to fifty per cent (50%) of the total order value; no lesser amount is accepted.

No order is registered, reserved or entered into the production or shipping schedule until the full price or the 50% down payment has actually been collected.

The balance must be paid in full before shipping, and no delivery period starts to run while any part of the balance remains unpaid.

For made-to-order products, the 50% down payment becomes non-refundable once manufacturing has started, because goods made to specifications determined by the consumer are excluded from the right of return under Article (17) of Egyptian Consumer Protection Law No. 181 of 2018, and under Article (41) of the same law for distance contracts. The start of manufacturing is established by the date stated in the written production start notice we issue.

If Le Chateau Egypt cancels your order or is unable to deliver, the down payment is refunded to you in full.

In-stock products: delivery takes place within five (5) to fourteen (14) days, counted from the later of the order date and the date on which the full price or the 50% down payment was actually collected.

Made-to-order products: delivery takes place within one (1) to three (3) months, counted from the later of the order date and the date on which the full price or the 50% down payment was actually collected. This period reflects the time needed to manufacture in accordance with your approved specifications and is expressly agreed between the parties when the order is placed.

The delivery times stated above are agreed delivery dates within the meaning of Article (40) of Egyptian Consumer Protection Law No. 181 of 2018. If delivery is late, you are entitled to withdraw from the contract free of charge within fourteen (14) days from the date of the delay or from the date of receipt, whichever is longer, provided that you notify us. In that case we refund everything you have paid as soon as we receive your notice and we bear all refund and delivery costs, in accordance with Article (40) of Egyptian Consumer Protection Law No. 181 of 2018.

Delivery times are counted in Gregorian calendar days and do not include official public holidays in the Arab Republic of Egypt.

Delivery times do not start to run, and are suspended, for as long as you have not approved the specification sheet in writing, have not provided a complete and correct delivery address, have not paid the amount due, or have not replied to a request from us that is necessary to fulfil your order.

For distance contracts, you may correct or amend your order within seven (7) working days of our acceptance of it, pursuant to Article (38) of Egyptian Consumer Protection Law No. 181 of 2018. Any amendment causes the delivery period to start running again from the date of our written confirmation of the amendment, and may give rise to additional charges.

Shipping costs are calculated on the basis of the weight and volume of the items and the delivery location. Additional charges may apply to oversized items, difficult access, upper floors without a lift, or locations outside our usual delivery areas. All such charges are announced before the order is confirmed, pursuant to Articles (7) and (37) of Egyptian Consumer Protection Law No. 181 of 2018.

Delivery is made at the ground-floor entrance of the delivery address, unless another arrangement is agreed in writing against payment of its price.

An order may be delivered in separate shipments. If an item is unavailable, we ship the available part of the order and deliver the remainder as soon as it becomes available.

You or a person you authorise must be present to receive the shipment at the agreed time. If delivery cannot be completed because no authorised person is present or because access is not possible, the cost of a second delivery attempt is charged.

Please inspect the packaging and the product in the presence of the delivery agent and record any visible damage, shortage or discrepancy on the delivery note at the time of receipt.

Please also notify us in writing at info@lechateauegypt.com of any visible damage, attaching photographs of the product and of the packaging, within forty-eight (48) hours of delivery. This period is necessary to enable us to make a claim against the carrier; it does not reduce your legal right to return a defective or non-conforming product within thirty (30) days under Article (21) of Egyptian Consumer Protection Law No. 181 of 2018, nor your warranty rights under Article (22) of the same law.

Le Chateau Egypt is liable for damage arising from a defect in the product attributable to its design, manufacture or installation, in accordance with Article (27) of Egyptian Consumer Protection Law No. 181 of 2018.

You may return any in-stock product and obtain a refund of its price within fourteen (14) days of the date you received it, without giving reasons, in accordance with Article (17) of Egyptian Consumer Protection Law No. 181 of 2018. For distance contracts, the same right of withdrawal applies within fourteen (14) days of the date of receipt, in accordance with Article (40) of Egyptian Consumer Protection Law No. 181 of 2018.

Conditions: a return under this clause is accepted only if all of the following conditions are met:

a - we receive your request in accordance with the procedure set out in clause (13) within the fourteen (14) day period;

b - the product is unused, free of any marks and in the condition in which you received it;

c - the product has not been assembled, installed, electrically wired, drilled, fixed, cut or modified in any way;

d - the product is returned in its original box and packaging, both intact, including all internal protective materials;

e - all accessories, fixings, components, manuals, warranty cards and certificates supplied with the product are returned complete;

f - all original labels, seals and protective films are intact;

g - the original invoice or proof of purchase is produced;

h - the serial or batch number marked on the product matches the one shown on the invoice.

These conditions apply because the right of return does not extend to a product that is no longer in the condition it was in at the time of sale for a reason attributable to the consumer, in accordance with Article (17) of Egyptian Consumer Protection Law No. 181 of 2018.

The following are excluded from the fourteen (14) day right of return, in accordance with Article (17) of Egyptian Consumer Protection Law No. 181 of 2018, and also under Article (41) of the same law for distance contracts:

a - made-to-order products that conform to the specification sheet you approved in writing, since Articles (17) and (41) of the same law expressly exclude goods made to specifications determined by the consumer from the right of return;

b - products whose nature, characteristics or method of packaging prevent them from being restored to the condition they were in at the time of contracting, in accordance with Article (17) of the same law;

c - products that have been assembled, installed or electrically wired;

d - products supplied cut to size or to length;

e - products that are no longer in the condition in which they were sold for a reason attributable to you, in accordance with Article (17) of the same law;

f - products whose defect arose from your misuse of them, in accordance with Article (41) of the same law;

g - clearance, display, ex-display and second-hand items sold as such, whose condition is disclosed to you before purchase pursuant to Article (35) of the same law.

Made-to-order products remain fully covered by the rights granted to you under clauses (11) and (12) below.

You may return or exchange any product, including made-to-order products, and obtain a refund of its price within thirty (30) days of the date of receipt, if the product is defective, does not conform to the specifications on the basis of which the contract was concluded, or does not achieve the purpose for which it was purchased, in accordance with Article (21) of Egyptian Consumer Protection Law No. 181 of 2018.

Where installation is carried out by us, this period is counted from the date of actual installation, and at the latest two (2) months from the date you received the product, in accordance with Article (22) of Egyptian Consumer Protection Law No. 181 of 2018.

In such cases we replace the product or take it back and refund its price at no additional cost to you, pursuant to Article (21) of Egyptian Consumer Protection Law No. 181 of 2018, and we bear all collection and transport costs.

The conformity of a made-to-order product is assessed exclusively in the light of the specification sheet you approved in writing.

For the purposes of this clause, a defect means a reduction in the value or usefulness of the product in relation to its intended purpose, as defined in Article (1) of Egyptian Consumer Protection Law No. 181 of 2018, which is the same article that excludes any reduction caused by the consumer. Accordingly, this clause does not cover damage resulting from mishandling, transport, storage or use by you, installation or modification by a party we have not authorised, connection to a power source outside the product’s specified operating range, damage caused by voltage fluctuation, humidity, heat, dust or corrosive environments outside the specified operating conditions, normal wear of consumable components, or accidents, negligence or force majeure.

Two-year warranty: all durable goods sold by Le Chateau Egypt, including made-to-order products, are warranted against manufacturing defects for two (2) years from the date you received the product, pursuant to Article (22) of Egyptian Consumer Protection Law No. 181 of 2018. Where the product requires installation or commissioning by us, the period is counted from the date of actual installation or commissioning, and at the latest two (2) months from the date of receipt, in accordance with the same article. We provide you with a receipt stating the actual commissioning date.

We warrant the quality and safety of the product throughout the warranty period, and we warrant its conformity with the specifications on the basis of which the contract was concluded, pursuant to Article (20) of Egyptian Consumer Protection Law No. 181 of 2018.

Scope of the warranty: during the warranty period and at no cost to you, the warranty covers inspection, diagnosis, repair, original spare parts, technicians’ travel costs, transport of the product from your premises to the service centre and back after repair, and installation and commissioning costs, pursuant to Article (23) of Egyptian Consumer Protection Law No. 181 of 2018.

We notify you of scheduled maintenance dates and provide you with a receipt specifying the repair and maintenance work carried out, pursuant to Article (23) of Egyptian Consumer Protection Law No. 181 of 2018.

Repair not possible: if we are unable to repair the product, we replace it with a new one of the same type and specifications or refund its price, pursuant to Article (23) of Egyptian Consumer Protection Law No. 181 of 2018.

Recurring defect: if the same defect recurs more than twice during the first year from the date you received the product in a way that materially affects the quality of its functional performance, we replace it with a new one of the same type and specifications at no cost to you, or take it back and refund its price, pursuant to Article (24) of Egyptian Consumer Protection Law No. 181 of 2018.

Installation and maintenance work: where we carry out finishing, maintenance or domestic installation work, we warrant the work performed and the products supplied for at least one (1) year, and three (3) years where the defect results from fraud or gross fault, pursuant to Article (26) of Egyptian Consumer Protection Law No. 181 of 2018. Before the work starts we provide you with a receipt evidencing the transaction, its specifications and the expected cost, pursuant to the same article.

Service centres and spare parts: we provide service, maintenance and repair centres and original or approved spare parts for our products, and we notify the Consumer Protection Agency of our approved centres, pursuant to Article (34) of Egyptian Consumer Protection Law No. 181 of 2018. Service requests are received at info@lechateauegypt.com.

Repair work: before carrying out any repair we notify you of the work required, its duration and its cost, and obtain your express approval before starting, pursuant to Article (33) of Egyptian Consumer Protection Law No. 181 of 2018; we then issue you an invoice clearly setting out the work carried out and the parts replaced, pursuant to the same article.

Repairs outside the warranty: repairs falling outside the scope of the warranty or requested after it has expired are subject to a written quotation covering spare parts, labour and transport, and are carried out only after your written approval, in accordance with Article (33) of Egyptian Consumer Protection Law No. 181 of 2018.

Exclusions: the warranty does not cover the cases listed in clause (11.5). The warranty is also void if the product has been opened, repaired, rewired or modified by a party we have not authorised in writing, or if the serial or batch number has been removed, altered or rendered illegible.

Step (1) — written request: all requests are submitted in writing to info@lechateauegypt.com or through the returns form available at www.lechateauegypt.com. Requests made verbally, in the showroom, through social media messages or to the delivery agent are not registered.

Your request must include the invoice number and date, the product code, the quantity concerned, the serial or batch number, clear photographs of the product and its original packaging, and a statement of the reason for the request. No period starts to run before we receive a complete request.

Step (2) — return authorisation: we review your request and, if it meets the conditions, we issue you a return authorisation number within three (3) working days of receiving the complete request. No product may be returned to us without a valid return authorisation number. Products received without this number are refused and returned to the sender at the sender’s expense.

Step (3) — returning the product: the product must reach the address we specify within seven (7) days of the date the return authorisation number was issued, carefully packed in its original packaging and, where necessary, inside an outer protective carton. The product remains your responsibility until we receive it.

Step (4) — inspection: every returned product is inspected by our technical department as soon as it is received. The inspection covers the condition of the product and its packaging in the light of clause (9.2), the completeness of the accessories, the serial or batch number, and the existence and cause of the defect where one is alleged. The inspection is carried out within three (3) working days of our receipt of the product, and we provide you with a written report of its findings.

If the inspection establishes that the conditions of these terms and conditions are not met, the product is not eligible for return and is returned to you at your expense.

Technical examination: where establishing the existence of the defect or determining its cause requires a technical examination by a laboratory or an accredited body, that examination is carried out and the party bearing its cost is determined in accordance with Article (53) of Egyptian Consumer Protection Law No. 181 of 2018.

Step (5) — refund: once the return is accepted, we refund the amount paid using the same payment method you used, unless another method is agreed, within seven (7) days of the date we receive the returned product, pursuant to Article (40) of Egyptian Consumer Protection Law No. 181 of 2018. The posting time applied by the bank or payment service provider is beyond our control.

Return costs: for distance contracts, you bear the cost of shipping and returning the product, as permitted by Article (40) of Egyptian Consumer Protection Law No. 181 of 2018. You bear no cost where the product was defective, non-conforming, incorrect or damaged on delivery, or where the return results from an error on our part, in accordance with Article (21) of the same law.

The original shipping costs are refunded only where the return results from a defect, non-conformity, an incorrect item or an error on our part.

Purchases in instalments: where your order was paid through an instalment facility, returning any product from that order results in the return of the entire order and a full refund, because instalment providers do not process partial cancellations.

You may exchange any in-stock product within fourteen (14) days of the date you received it, without giving reasons, in accordance with Article (17) of Egyptian Consumer Protection Law No. 181 of 2018.

An exchange under this clause is subject to the same conditions as a return, set out in clause (9.2), and to the same exclusions, set out in clause (10.1).

The exchange is made for a product of equal or higher value, subject to availability. Any price difference is payable by you before the replacement product is shipped. Where the replacement product is a made-to-order product, the delivery period set out in clause (6.2) applies from the date the exchange is confirmed.

One exchange per order is available under this clause. A product received through an exchange under this clause is not eligible for a further exchange on grounds of personal preference, but remains fully covered by clauses (11) and (12).

You may exchange any product, including made-to-order products, within thirty (30) days of the date you received it, if it is defective, does not conform to the specifications on the basis of which the contract was concluded, or does not achieve the purpose for which it was purchased, in accordance with Article (21) of Egyptian Consumer Protection Law No. 181 of 2018.

In that case we exchange the product at no additional cost to you, pursuant to Article (21) of Egyptian Consumer Protection Law No. 181 of 2018, and we bear all collection and delivery costs.

The exclusions set out in clause (11.5) apply.

If we are unable to repair the product during the warranty period, we replace it with a new one of the same type and specifications or refund its price, pursuant to Article (23) of Egyptian Consumer Protection Law No. 181 of 2018.

If the same defect recurs more than twice during the first year after receipt in a way that materially affects the functional performance of the product, we replace it with a new one of the same type and specifications at no cost to you, or refund its price, pursuant to Article (24) of Egyptian Consumer Protection Law No. 181 of 2018.

Made-to-order products: the exchange is made for an identical product manufactured to the same approved specifications; an exchange for a different product is not permitted, since the law provides for replacement with goods of the same type and specifications, in accordance with Articles (23) and (24) of Egyptian Consumer Protection Law No. 181 of 2018.

Where a product is replaced under warranty, the replacement product benefits from the remainder of the original warranty period, without prejudice to any longer period required by law.

The procedure set out in clause (13) applies in full to exchange requests, including submission of the request in writing to info@lechateauegypt.com.

We protect your personal data and do not circulate or disclose it without your express consent, and we take all necessary precautions to preserve its confidentiality and privacy, pursuant to Article (29) of Egyptian Consumer Protection Law No. 181 of 2018.

We use your personal data only to process and deliver your order, to provide after-sales service and warranty, to meet our legal and tax obligations, and to inform you of our offers and products where you have consented to this. You may withdraw your consent to marketing messages at any time by writing to us at info@lechateauegypt.com.

We share your data with carriers, installers and payment service providers only to the extent necessary to fulfil your order, and with official authorities in the cases required by law.

Please address any dispute in the first instance to our customer service department in writing at info@lechateauegypt.com, and we will reply to you in writing.

If no agreement is reached, you may refer the matter to the Consumer Protection Agency, which issues a binding decision in disputes concerning the right to an exchange or a refund of the price of the goods, in accordance with Article (52) of Egyptian Consumer Protection Law No. 181 of 2018.

The Economic Courts have jurisdiction over civil and commercial disputes arising from the application of Egyptian Consumer Protection Law No. 181 of 2018, in accordance with Article (2) of its promulgation provisions.

These terms and conditions are governed by the laws of the Arab Republic of Egypt, and in particular by Consumer Protection Law No. 181 of 2018 and its executive regulations.

No provision of these terms and conditions reduces any right granted to you by that law. Any provision conflicting with it is null and void and is replaced by the corresponding legal provision, in accordance with Article (28) of Egyptian Consumer Protection Law No. 181 of 2018, without affecting the validity of the remaining provisions.

Le Chateau Egypt may amend these terms and conditions; the version in force on the date an order is placed applies to that order.