Returns, Exchanges & Refund Policy

1. Introduction

At Thunder Furniture, customer satisfaction is one of our top priorities. We are committed to providing high-quality furniture products that meet the agreed specifications, quality standards, and expectations of our customers.

Our products are manufactured through dedicated and contracted production lines operating according to Thunder Furniture's specifications and quality requirements. Each order is carefully managed throughout the manufacturing, quality inspection, delivery, and installation stages.

This Return & Refund Policy sets out the terms and procedures governing product returns, exchanges, order cancellations, and refunds for purchases made through the Thunder Furniture website or any of the company's official sales channels.

This policy applies to all purchases made through Thunder Furniture and is subject to the applicable laws and regulations of the Arab Republic of Egypt, particularly Consumer Protection Law No. 181 of 2018 and its Executive Regulations.

2. Product Categories

For the purposes of this policy, Thunder Furniture products are classified into the following categories:

A. Ready-Made Products

Products offered in standard designs, sizes, colors, and specifications, without individual modifications or customizations requested by the customer.

B. Customized / Made-to-Order Products

Products manufactured or modified according to specific requirements and specifications selected by the customer, including but not limited to:

• Custom dimensions and measurements.

• Customized designs and modifications.

• Selected materials, fabrics, or finishes.

• Special colors or color combinations.

• Any other modifications or specifications individually agreed upon with the customer.

Return, exchange, and cancellation conditions may vary depending on the product category, subject to the consumer's statutory rights under applicable law.

3. Return and Exchange Policy

3.1 Change-of-Mind Returns – Ready-Made Products

Customers may request the return or exchange of eligible ready-made products within fourteen (14) days from the date of receipt, without providing a reason, in accordance with applicable Egyptian consumer protection legislation.

To qualify for a return or exchange:

• The product must be unused.

• The product must be returned in its original condition.

• All original accessories, components, and promotional gifts must be included.

• The original packaging should be retained and returned wherever reasonably possible and subject to applicable law.

All return and exchange requests will be reviewed in accordance with the applicable legal requirements.

3.2 Customized and Made-to-Order Products

Customized products are manufactured according to the customer's specific requirements and approved specifications.

Under applicable Egyptian consumer protection legislation, products manufactured according to specific customer requirements or specifications may be excluded from the statutory change-of-mind return right, provided that the product conforms to the approved specifications.

Before production begins, Thunder Furniture will confirm the essential details of the order with the customer, including:

• Design and dimensions.

• Materials and finishes.

• Colors and fabrics.

• Any special modifications or specifications.

• Price and payment terms.

Depending on the nature of the order, photographs, videos, or other visual references may be shared with the customer for review and approval before production begins.

Cancellation After Production Has Started Due to a Change of Mind

If the customer changes their mind and requests the cancellation of a customized or made-to-order product after production has commenced, an amount equivalent to twenty-five percent (25%) of the total order value, representing the booking deposit, shall be payable or retained from amounts already paid, as applicable.

This amount is intended to cover the costs and commitments associated with fulfilling the order and shall be subject to applicable legal requirements and the actual costs and commitments incurred.

This provision shall not affect the customer's statutory rights in cases involving manufacturing defects or failure of the product to conform to the approved specifications.

3.3 Products with Manufacturing Defects or Non-Conformity

If a product is delivered with a manufacturing defect, damage occurring before delivery, or any discrepancy from the specifications confirmed in the order, the customer shall be entitled to request an appropriate remedy in accordance with Egyptian Consumer Protection Law.

Depending on the circumstances and applicable legal requirements, available remedies may include:

• Repairing the product or the affected component.

• Replacing the defective or non-conforming product.

• Returning the product and receiving a full refund.

If a ready-made product is returned or exchanged due to damage, manufacturing defects, or discrepancies in the delivered product, the customer shall be entitled to the applicable legal remedy, including a full refund or replacement without additional costs, as required by law.

Customers are requested to report any suspected manufacturing defect within thirty (30) days from the date of receiving the product, accompanied by clear photographs and videos showing the reported defect.

This does not limit any additional rights available to the customer under the applicable warranty or Egyptian law.

4. Product Inspection Upon Delivery and Reporting Issues

4.1 Inspection Upon Delivery

Customers are requested to inspect the delivered product in the presence of the delivery representative and before the representative leaves, in order to verify its condition and ensure that there are no visible damages, technical defects, or shipping-related issues that prevent the product from being used for its intended purpose.

By signing the delivery acknowledgment, the customer confirms receipt of the product and acknowledges that no visible damage or apparent defects were identified during the inspection.

Such acknowledgment shall not constitute a waiver of any statutory rights relating to manufacturing defects, hidden defects, or non-conformity that could not reasonably have been identified at the time of delivery.

4.2 Inspection Period Where Inspection Is Not Possible Upon Delivery

If the customer is unable to inspect the product at the time of delivery, the customer is requested to inspect it within three (3) days from the date of receipt and notify Thunder Furniture of any visible damage, shipping-related issues, or discrepancies in the delivered product.

This inspection period is intended to facilitate the reporting of visible delivery-related issues and shall not limit or affect the customer's statutory rights concerning manufacturing defects, hidden defects, or non-conformity under applicable Egyptian consumer protection laws.

4.3 Unboxing Video

Thunder Furniture strongly encourages customers to record a continuous video of the unboxing process, starting from the moment the original packaging is first opened.

This video helps Thunder Furniture assess the condition of the product at the time of delivery and review any reported damage, missing components, or delivery-related issues.

The absence of an unboxing video shall not, by itself, invalidate any of the customer's statutory rights or automatically result in the rejection of a legitimate complaint.

4.4 Reporting Issues

If any visible damage, missing item, or discrepancy in the specifications is identified, the customer is requested to notify the delivery or installation team, where possible, and contact Thunder Furniture as soon as possible.

Customers are encouraged to provide photographs or videos showing the reported issue to help us assess and resolve the matter efficiently.

Signing a delivery or installation acknowledgment shall not constitute a waiver of any statutory rights or warranty claims relating to defects that could not reasonably have been identified during the initial inspection.

5. Order Cancellation Policy

5.1 Cancellation Before Production Begins

Customers wishing to cancel an order before production begins may contact Thunder Furniture through its official communication channels.

Cancellation requests will be reviewed based on the order status and applicable payment terms.

If production has not commenced and no actual non-recoverable costs have been incurred, any refundable advance payments shall be returned to the customer in accordance with applicable law and the agreed order terms.

5.2 Cancellation After Production Has Started

For customized or made-to-order products, cancellation requests made after production has commenced due to a change of mind shall be subject to the booking deposit provisions set out in Section 3.2 of this policy.

The applicable booking deposit amounts to twenty-five percent (25%) of the total order value. Its retention or collection shall be subject to applicable law and the actual costs and commitments associated with the order.

This provision shall not apply to cases involving manufacturing defects, non-conformity with the approved specifications, or failure to fulfil the order in accordance with the agreed specifications.

5.3 Cancellation Due to Thunder Furniture

If Thunder Furniture is unable to fulfil an order or fails to deliver within the agreed timeframe in circumstances that grant the customer a statutory right to withdraw from the contract, the customer shall be entitled to the remedies and rights provided under applicable law.

In such cases, any amounts due to the customer shall be refunded without imposing additional costs on the customer.

6. Refund Policy

All refunds shall be processed in accordance with the applicable Egyptian laws and regulations.

6.1 Refund Method

Refunds shall generally be made using the same payment method originally used for the purchase, unless otherwise agreed with the customer or required under applicable law.

Depending on the original payment method, refunds may be processed through:

• Bank transfer.

• The original electronic payment method.

• Any other payment method mutually agreed upon by both parties, where legally permissible.

6.2 Product Inspection, Return Assessment Report, and Refund Processing Time

Thunder Furniture will conduct the necessary inspection of the returned product to verify its condition and assess the return request.

Upon completion of the inspection, Thunder Furniture will issue an internal return assessment report outlining the inspection findings and the appropriate procedure for the return, exchange, or refund.

In cases where no shorter mandatory statutory deadline applies, the refund process shall be completed within fourteen (14) business days from the date the product inspection is completed and the return assessment report is issued.

6.3 Partial Refunds

If only part of an order is eligible for return, the refund shall apply to the returned item or items accepted for return, subject to applicable law and the original order terms.

The refund amount shall be calculated based on the actual amount paid by the customer for the returned product.

7. Product Return and Collection Arrangements

Once a return request has been approved, Thunder Furniture will coordinate with the customer to determine the appropriate product collection or return arrangements.

For eligible voluntary returns, the customer shall bear the applicable shipping and return transportation costs wherever permitted under applicable law.

In cases involving manufacturing defects, damage, or delivery of products that do not conform to the agreed specifications, Thunder Furniture shall bear the costs of return, collection, replacement, and any other necessary expenses as required by law.

Customers are advised not to independently arrange the return transportation of large furniture items without first coordinating with our customer service team.

8. Cases Where Voluntary Returns May Not Be Accepted

Subject to the customer's statutory rights, voluntary return or exchange requests may not be accepted in the following circumstances:

• Customized or made-to-order products that conform to the customer's approved specifications and fall within an applicable legal exception.

• Products damaged due to misuse, negligence, improper handling, or unauthorized modifications by the customer.

• Products altered or modified by a third party after delivery.

• Products damaged after delivery for reasons attributable to the customer.

• Products that cannot be restored to their original condition due to damage or modifications attributable to the customer.

Nothing in this section shall exclude the customer's statutory right to return or seek an appropriate remedy for any defective or non-conforming product.

9. How to Submit a Return, Exchange, or Refund Request

Customers may submit return, exchange, cancellation, or refund requests through Thunder Furniture's official customer service channels.

To help us process the request, customers are requested to provide the following information:

1. Order number.

2. Customer's full name and contact details.

3. Description of the request.

4. Reason for requesting a return, exchange, or refund, where applicable.

5. Supporting photographs or videos, particularly in cases involving damage or manufacturing defects.

Our customer service team will review the request, contact the customer to explain the next steps, and coordinate the necessary arrangements.

Contact Information:

• Website: www.thunderfurniture.com

• Email: info@thunderfurniture.com

• Phone / WhatsApp: +20 100 123 4567

10. Customer Complaints and Disputes

Thunder Furniture aims to address all customer complaints and concerns fairly, professionally, and within a reasonable timeframe.

If a customer is dissatisfied with the outcome of a return, exchange, or refund request, they may escalate the complaint through the company's customer service management team.

Nothing in this policy restricts the customer's right to submit a complaint to the Egyptian Consumer Protection Agency or exercise any other legal rights available under applicable Egyptian law.

11. Policy Amendments

Thunder Furniture reserves the right to update or amend this Return & Refund Policy from time to time to reflect changes in the company's business operations, services, or applicable legal requirements.

Any amendments will be published on the company's official website and shall become effective from the date of publication.

No amendment shall affect rights already acquired by customers under applicable law or the terms of existing orders.

12. Governing Law

This Return & Refund Policy shall be governed by and interpreted in accordance with the laws and regulations of the Arab Republic of Egypt, including Consumer Protection Law No. 181 of 2018 and its Executive Regulations.

In the event of any conflict between this policy and any mandatory consumer protection provisions under applicable law, the relevant legal provisions shall prevail.

13. Contact Us

For any inquiries, requests, or complaints relating to these Terms & Conditions, products, or services, you may contact us through:

• Email: [Insert Official Email Address]

• Phone: [+20 100 123 4567]

• Website: https://thunderfurniture.com

Thunder Furniture

Last Updated: November 2026