Draft for review

Returns & Refunds Policy

What happens if something is wrong with your order, and when a personalised, made-to-order piece can be returned.

This is a draft awaiting the owner's approval and legal review. It is not in force and is not shown on the live site.

It still needs 10 facts or decisions from the owner, marked in the text like [to confirm: this], and review by someone qualified in Egyptian consumer-protection and data-protection law before it is published.

What the owner needs to supply

the exact legal basis and conditions of this exception, to be confirmed by a lawyer before publication (research (unofficial translation, for the lawyer to confirm): Law 181/2018 Art. 17 excludes from its 14-day return right goods made to special specifications set by the consumer when the goods conform to them; Art. 41 removes the remote-purchase withdrawal right for goods made at the consumer’s request or to their specifications; Executive Regulations Arts. 13 and 26 repeat the exception)
the remedies offered in practice, and confirmation that the customer bears no cost for returning a faulty or incorrect item (research (unofficial translation, for the lawyer to confirm): Law 181/2018 Art. 21 gives the right to exchange the item, or return it and recover its price, without additional cost, and has no exception for custom-made goods; Executive Regulations Art. 16 requires the supplier to act within one week, by exchange or refund to the original payment method)
the statutory period for a defective or non-conforming item - the policy must not state a shorter one (research (unofficial translation, for the lawyer to confirm): thirty days from receipt, Law 181/2018 Art. 21)
any tolerance the business wishes to state for print placement and garment measurements, in figures agreed with the supplier
whether the business will offer an exchange in that case as a goodwill gesture, and on what terms
the return terms and period for non-personalised items (research (unofficial translation, for the lawyer to confirm): a 14-day return right without reason, Law 181/2018 Arts. 17 and 40; under Art. 40 the consumer pays return shipping for a remote-purchase withdrawal unless the contract says otherwise)
whether an order can be cancelled before production starts, how, and what is refunded - this needs the owner’s approval and legal review before it is published (research (unofficial translation, for the lawyer to confirm): Executive Regulations Art. 25 excludes custom-manufactured products from the right to correct an order)
the time within which a refund is issued (research (unofficial translation, for the lawyer to confirm): within seven days of the item’s return for a withdrawal, Law 181/2018 Art. 40; within one week for a defect claim, Executive Regulations Art. 16)
the return address and procedure
the statement of return rights in the form the Consumer Protection Agency approves, and how to complain to the Agency (research (unofficial translation, for the lawyer to confirm): Law 181/2018 Art. 18 and Executive Regulations Art. 14 require the statement to be displayed; the Agency’s hotline is 19588 and its website cpa.gov.eg; Art. 28 makes void any term that reduces the supplier’s obligations under the Law)

Made for you

Every Sketch & Stitch piece is made to order, to the design you created and approved, in the garment, fit, colour and size you chose. It did not exist before you ordered it, and cannot be resold to someone else.

Before you place an order, the studio, your bag and checkout show the design, its text, the garment, its fit, size and colour, and any warning about your artwork, so you can check them before you approve the order.

Changing your mind

Where Egyptian law allows an exception for goods made to the consumer’s own specifications, a correctly made personalised piece cannot be returned or refunded only because you changed your mind, no longer like the design, or would now prefer another size or colour. [to confirm: the exact legal basis and conditions of this exception, to be confirmed by a lawyer before publication (research (unofficial translation, for the lawyer to confirm): Law 181/2018 Art. 17 excludes from its 14-day return right goods made to special specifications set by the consumer when the goods conform to them; Art. 41 removes the remote-purchase withdrawal right for goods made at the consumer’s request or to their specifications; Executive Regulations Arts. 13 and 26 repeat the exception)].

This never applies when the piece is faulty, damaged, wrong, or not what you ordered - see below.

If your order is faulty, damaged, wrong or not as ordered

Being personalised does not take away your rights. If what you receive has a manufacturing defect - for example a print that is misplaced, incomplete, peeling or cracked - arrives damaged, is the wrong garment, fit, size or colour, or carries a design different from the one you approved, tell us and we will put it right.

We provide the remedies the law requires, including a replacement or a refund where the law requires it. [to confirm: the remedies offered in practice, and confirmation that the customer bears no cost for returning a faulty or incorrect item (research (unofficial translation, for the lawyer to confirm): Law 181/2018 Art. 21 gives the right to exchange the item, or return it and recover its price, without additional cost, and has no exception for custom-made goods; Executive Regulations Art. 16 requires the supplier to act within one week, by exchange or refund to the original payment method)].

Please contact us through Contact on WhatsApp (opens WhatsApp) or email sketchstitch190@gmail.com with your order number and clear photographs of the problem, within the period the law allows: [to confirm: the statutory period for a defective or non-conforming item - the policy must not state a shorter one (research (unofficial translation, for the lawyer to confirm): thirty days from receipt, Law 181/2018 Art. 21)]

What is not a fault

A piece that matches what you approved is not faulty because of small differences between the on-screen preview and the fabric in colour, or because of the effect of low-resolution artwork that the studio warned you about before you ordered. [to confirm: any tolerance the business wishes to state for print placement and garment measurements, in figures agreed with the supplier].

A size that does not suit you, where the garment matches the measurements in its size guide, is not a fault. [to confirm: whether the business will offer an exchange in that case as a goodwill gesture, and on what terms].

Items that are not personalised

At present every piece we sell is made to the customer’s own design. If we sell items that are not personalised, they are returnable under the rules the law sets for them, including any right to return a product bought remotely. [to confirm: the return terms and period for non-personalised items (research (unofficial translation, for the lawyer to confirm): a 14-day return right without reason, Law 181/2018 Arts. 17 and 40; under Art. 40 the consumer pays return shipping for a remote-purchase withdrawal unless the contract says otherwise)].

Cancelling before your piece is made

[to confirm: whether an order can be cancelled before production starts, how, and what is refunded - this needs the owner’s approval and legal review before it is published (research (unofficial translation, for the lawyer to confirm): Executive Regulations Art. 25 excludes custom-manufactured products from the right to correct an order)].

Refunds

Where a refund is due, it is made to the payment method used for the order - through the payment provider for a card payment, or by transfer back to the account it came from for InstaPay and Vodafone Cash - as the law and the provider’s rules require. [to confirm: the time within which a refund is issued (research (unofficial translation, for the lawyer to confirm): within seven days of the item’s return for a withdrawal, Law 181/2018 Art. 40; within one week for a defect claim, Executive Regulations Art. 16)].

How to start

Contact us through Contact on WhatsApp (opens WhatsApp) or email sketchstitch190@gmail.com with your order number. Please do not send anything back before we have replied: [to confirm: the return address and procedure].

Your statutory rights

Nothing in this policy limits the rights you have under the Egyptian Consumer Protection Law (Law No. 181 of 2018) and its executive regulations. [to confirm: the statement of return rights in the form the Consumer Protection Agency approves, and how to complain to the Agency (research (unofficial translation, for the lawyer to confirm): Law 181/2018 Art. 18 and Executive Regulations Art. 14 require the statement to be displayed; the Agency’s hotline is 19588 and its website cpa.gov.eg; Art. 28 makes void any term that reduces the supplier’s obligations under the Law)].