Returns and Exchanges Policy

General principle

We want you to be completely happy with your piece. This policy explains when returns and exchanges apply, in line with Egyptian Consumer Protection Law No. 181 of 2018, bearing in mind that most of our products are made specifically for each customer.

Made-to-order pieces

Waterfalls and fountains fabricated to your own measurements or specification cannot be returned simply because you changed your mind, as they cannot be resold to another customer. The exceptions are:

• Manufacturing defects, such as breaks or cracks caused by fabrication or transport, or a pump or lighting fault on delivery.
• Non-conformity with the confirmed order, such as measurements, stone type or design that differ from what you approved in writing.

In these cases we will repair, replace or refund, as required by law and agreed with you.

Please remember that variation in veining and shade is natural in stone and is not a defect or non-conformity.

Ready-made items (tabletop pieces)

You may return standard ready-made items, such as tabletop waterfalls, within 14 days of delivery, provided that:

• They are in their original condition, unused and undamaged
• They are in their original packaging with all accessories
• You provide proof of purchase

For change-of-mind returns, the customer pays the return shipping cost, unless the item is defective.

Inspection at delivery

Please inspect the piece with our team present at delivery and installation, and check that the stone is intact and the pump and lighting work before signing for it.

Reporting damage

If you find any damage or defect:

1. Take clear photos of the issue from several angles.
2. Send them via WhatsApp to 01287019991 within 48 hours of delivery.
3. Include your order number and a short description of the problem.
4. We will contact you to agree a solution or arrange a technician visit.

Refunds

Once a refund is approved, we pay it within 14 days using the original payment method. Online payments are refunded through Paymob, and your bank or wallet may take extra time to show the credit. Cash payments are refunded in cash or by bank transfer.

Cancellation and deposit refunds

• Before stone cutting starts: you may cancel and receive your full deposit back, less any survey fee outside Cairo and Giza.
• After cutting and fabrication start: the deposit is non-refundable, as it covers stone and labour already committed to your order. If the value of work completed is less than the deposit, we refund the difference.

Exchanges

Ready-made items can be exchanged for another product within the return period, with any price difference paid or refunded. For made-to-order pieces, we re-fabricate any defective or non-conforming part at no cost to you.

For more details, see our Terms and Conditions and Warranty Policy.

To report an issue: WhatsApp 01287019991 or info@vipwaterfall.com.