Terms of service

Online Order Terms & Conditions

By placing an order through our website or engaging with the Caravanserai team, you agree to the following terms and conditions. Please read them carefully before proceeding.

 

Made-to-Order Policy

  • If this item is not currently available for immediate delivery, it will be produced on a made-to-order basis. (In this case, a representative will be in touch)
  • A 50% deposit is required to begin production, with the remaining balance due upon completion and prior to scheduling delivery.
  • Estimated production time for lighting: up to 6 weeks.
  • Estimated production time for furniture: up to 10 weeks.

 

2.      Payment Options

You can complete your purchase in one of two ways:

  • Pay in Full Online: Proceed with your order and complete payment directly through our website.
  • Pay by Bank Transfer or Payment Link: Select "Cash on Delivery" at checkout. A member of the Caravanserai team will then reach out via email, SMS, or WhatsApp with a secure payment link. For made-to-order items, this link will cover the 50% deposit, with the remainder due before delivery.
  • Cash payment Please note: cash payments are not accepted for items that are made to order or furniture items.
  • For other payment options, please contact the team at info@caravanseraifunriture.com

 

3.      Order Cancellations (Items that are made to order)

If you wish to cancel a custom or made-to-order item, the following policy applies:

  • Cancellation within 2 business days of order confirmation: Full refund of amount paid.
  • Cancellation between 3–5 business days: 15% of the total order value will be deducted.
  • Cancellation between 6–10 business days: 50% of the total order value will be deducted.
  • Cancellations are not permitted after 10 business days from the client's order confirmation.

 

4.     

1.      Order Cancellations (Items that are made to order)

  • If you wish to cancel a custom or made-to-order item, the following policy applies.
    • Cancellation within 2 business days of order confirmation: Full refund of amount paid.
    • Cancellation between 3–5 business days: 15% of the total order value will be deducted.
    • Cancellation between 6–10 business days: 50% of the total order value will be deducted.
    • Cancellations are not permitted after 10 business days from the client's order confirmation.

 

1.      Returns & Exchanges (Off the shelf products)

  • Eligibility (Off-the-Shelf Products Only)
    • Returns: Full refunds are accepted within 14 days of purchase.
    • Exchanges: Accepted within 30 days of purchase.
    • Items must be unused, in their original condition, and accompanied by proof of purchase.
  • Non-Eligible Items
    • Used, damaged, or altered items
    • Clearance or sale items
  • How to Return or Exchange
    • In Person: Visit your nearest Caravanserai branch with the item and proof of purchase. If approved, the refund or exchange will be processed on the spot.
    • Online: Email info@caravanseraifurniture.com with your order number, item details, and reason for return or exchange. Upon approval, we will provide further instructions.
    • Return shipping costs are the customer's responsibility unless the item is defective or damaged.
  • Refunds
    • Once the returned item has been inspected and approved, we will initiate a refund to your original payment method.
    • Shipping costs are non-refundable.
  •  Damaged or Defective Items
    • Please contact us within 2 business days of receiving a damaged or defective item.
    • Include photos of the damage along with your order number.
    • We will assess the issue and provide return or refund instructions. Return shipping will be covered by Caravanserai where applicable.

5.     

1.      Shipping & Delivery

Delivery Timeframes

  • Off the shelf items: 
    • Cairo & Giza: within 1 to 5 business days
  • Items that are "Made to Order"
    • The time frame will be communicated at the time the order is made.
    • We are committed to delivering within the agreed-upon timeframe, taking into account unforeseen circumstances beyond our control.
    • Delivery timeframes are estimates and may be subject to change. You will be promptly notified of any significant delays.

Shipping Rates:

We do our best to ensure that shipping rates displayed or calculated on our website are accurate. However, due to the nature of our products — many of which are large, heavy, or require specialist handling — the final shipping rate may differ from the initial estimate. Factors such as the size and volume of your order, the number of items, floor level, building access, and any site-specific requirements may affect the final fee. The confirmed shipping rate will always be communicated to you before your order is finalized, and any difference from the website estimate will be clearly explained.

The following factors may affect the final shipping fee:

  • Delivery location and distance from our warehouse.
  • Size, weight, and volume of the items ordered. Large furniture pieces such as sofas, dining tables, or wardrobes may incur higher delivery costs due to the specialist handling, vehicle type, and crew required.
  • Number of items in the order. Orders with multiple large pieces may be subject to additional fees.
  • Floor level and building access. Deliveries to upper floors, buildings without elevators, or locations with limited access may incur a supplementary charge to account for the additional time and labor required.
  • Any special handling or equipment requirements specific to the delivery site.

The applicable shipping fee will be communicated to you before your order is finalized. By confirming your order, you acknowledge and agree to the quoted shipping rate. Caravanserai reserves the right to revise the shipping fee if the delivery details provided at the time of order are found to be inaccurate or incomplete.

 

6.      Installation

Furniture

  • Installation is carried out on the same day as delivery at no additional charge.
  • If you choose not to have the furniture installed on delivery day, a separate installation fee will apply for a later, mutually agreed date.

Lighting

  • The installation fee for lighting products is determined separately and may vary based on installation method, location, required equipment, and number of visits.
  • You will be informed of the installation fee before finalizing your order.

Installation Conditions

  • It is the client's responsibility to ensure that the installation site has the necessary infrastructure and meets our requirements.
  • Our installation team is limited to fitting, hanging, and moving pieces. They do not perform electrical or specialized trade work.
  • Any additional costs arising from changes in installation requirements or site conditions are the client's responsibility and must be settled upon completion of the installation.

 

Storage

  • Completed orders will be held for up to 14 days from the date you are notified of readiness for pickup or delivery.
  • If collection is not arranged within this period, a storage fee of 7% of the total order value will be charged for each additional 30-day period, payable in advance.
  • The client is responsible for any maintenance costs arising during the storage period.

 

Textiles

  • Upholstery fabric is not included in the price. It is the client's responsibility to provide the required fabrics per our specifications. Delays resulting from the client's inability to provide fabric on time may affect production timelines, and the company bears no responsibility for such delays.