Refund policy

Returns

You have 14 days after receiving your item to request a return.
To be eligible, your item must be unused, in its original condition and packaging, with tags attached, and accompanied by your receipt or proof of purchase.
Made-to-order pieces — including lighting and tables, or any item produced to custom dimensions or specifications — are not eligible for return, in accordance with our Terms of Service. See "Non-Returnable Items" below.

To start a return, contact us through our Instagram page.
We'll walk you through the pickup process (Cairo & Giza only).

Please note: shipping fees apply to all returns and exchanges.

Damages & Issues

Please inspect your order while the courier is still present. If an item arrives defective, damaged, or incorrect, contact us immediately — we'll evaluate the issue and cover the shipping fees.
We work with specialized couriers experienced in handling fragile pieces, and every item is thoroughly inspected before it leaves our studio. Even so, we recommend checking your piece at the moment of delivery.
Once delivery is confirmed, we're unable to accept returns for damage that occurs afterward.

Deposits & Made-to-Order Pieces

Most NEFER Studio pieces are made to order, beginning production once your 50% deposit is received.

• The deposit is non-refundable once production has begun, as it secures materials and craft time already committed to your piece.
• If you cancel before production begins, contact us as soon as possible — deposits cancelled prior to the start of production may be refunded at our discretion, less any costs already incurred.
• Custom dimension, design, or material requests submitted through our Custom Orders page follow this same deposit policy once confirmed.

Non-Returnable Items

Custom and personalized orders cannot be returned.
Orders can be held for future delivery if paid in full in advance. Held orders are not eligible for refund or exchange.

Refunds

Once we receive and inspect your return, we'll notify you whether the refund is approved. Approved refunds are issued via bank transfer or InstaPay to the details you provide. Processing times vary by bank.