Refund policy
1. Introduction & Scope
1.1. Welcome to Baytree. We specialize in creating custom-made, tailor-matched hair color pieces (or hair color–matched products). Because each item is uniquely crafted to match a customer’s specific hair color, we do not accept returns or exchanges in the ordinary course.
1.2. This Refund, Return & Exchange Policy (“Policy”) governs your rights and obligations regarding refunds, returns, exchanges, and cancellation of orders placed via our website or other sales channels.
1.3. By placing an order with us, you expressly acknowledge and agree to this Policy, and you confirm that you understand that your order is custom-made and non-returnable, subject only to the limited rights below.
1.4. This Policy is intended to operate in harmony with applicable Egyptian law, including Law No. 181 of 2018 on Consumer Protection and its executive regulations, and any subsequent amendments thereto.
2. Why We Cannot Accept Returns or Exchanges for Custom Items
2.1. Our business model: Each product is individually produced or tailored to match a specific hair color (or other customer-specified attributes). This means that once production begins, the item is no longer generic and cannot be resold or reused for another customer without incurring loss or waste.
2.2. Customization risk: Because of the bespoke nature, the margin for error or variance is inherent; thus, allowing standard returns or exchanges would threaten the viability of our operations.
2.3. Exemption under law: Under Article 17 of the Consumer Protection Law (Law No. 181/2018), the supplier may limit the right of substitution or return if the product is delivered based on criteria requested by the consumer (i.e. custom orders).
2.4. To ensure fairness, we make every effort to confirm all specifications and designs with you before production. If you approve and place your order, you accept that the product is tailored specifically for you.
3. Order Cancellation & Modification
3.1. Cancellation before production begins: If you contact us immediately after placing the order and before we have begun production, we may in our sole discretion permit cancellation and issue a refund (subject to deductions for any costs already incurred).
3.2. Production in progress: Once production or customization has begun, cancellation is not permitted and no refund will be granted.
3.3. Minor modifications: We may allow small non-material changes (e.g. slight shade adjustment) prior to production, at our discretion, but we are not obliged to accept all such requests.
3.4. Notification: You must communicate any cancellation or modification request by email or other official channel within the time window specified for your particular order (which we will state at order confirmation).
4. Defects, Non-Conformity & Legal Warranty
4.1. Your statutory rights under Egyptian law: Even though we do not permit returns or exchanges for custom orders, under the Consumer Protection Law and other applicable laws, you retain your rights to seek redress in the event of defects, non-conformity, or failure to satisfy the contractual specifications.
4.2. Timeframe for defective claims: Under Article 21 of Law No. 181/2018, the consumer may demand replacement, repair, or refund if the product is defective or fails to conform within 30 days of receipt.
4.3. What constitutes a defect or non-conformity: Defects include structural flaws, manufacturing errors, material failure, or significant mismatch with the confirmed specifications. Minor variance (e.g. slight shade difference within tolerance) may not qualify.
4.4. Proof and inspection: You must present clear evidence (photos, descriptions) within a reasonable time after discovery of the defect. We reserve the right to inspect or test the item (or have it inspected) before approving any remedy.
4.5. Remedial options: If a valid defect or non-conformity is confirmed, we may, at our option:
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- Repair or correct the defect (if feasible)
- Replace or re-produce the item (if feasible)
- Provide a partial or full refund (in extreme cases)
4.6. Timing of remedy: We will act reasonably and promptly — for example, within 14–30 business days of your claim (unless exceptional circumstances intervene).
4.7. No waiver: This clause does not waive your statutory rights; it supplements them with our internal process.
5. What We Do Not Cover
5.1. Cosmetic differences: Slight shade variations due to screen calibration, lighting, hair porosity, or color interpretation are not considered defects.
5.2. Damage from misuse: Damage resulting from improper handling, wear and tear, improper maintenance, or external events (e.g. shipping damage after acceptance by you) is excluded.
5.3. Change of mind: Because of the custom nature, we do not accept returns or exchanges simply because you no longer want the item.
5.4. Unauthorized alterations: If you or a third party attempt to alter, repair, or customize the item without our written consent, any warranty or remedial obligations will be voided.
6. How to Submit a Claim (Defect / Non-Conformity)
6.1. Contact our customer service via email at baytreeeg99@gmail.com or phone +(20) 101-887-1100.
6.2. Provide:
• Order number
• Date of receipt
• Detailed description of the defect or non-conformity
• High-resolution photographs (and, if requested, send the item or part thereof for inspection)
6.3. We will review your claim within 5 business days and respond to you with next steps.
6.4. If the claim is approved, we will perform the remedy (repair, replacement, or refund) as described in Section 4.
6.5. If the claim is rejected, we will provide you with a written explanation.
7. Refund Process (If Allowed)
7.1. Method: Refunds, if approved, will be made via the original payment method (e.g. credit card, bank transfer).
7.2. Timing: Within a reasonable period (typically 7–14 business days) after approval.
7.3. Deductions: We may deduct any shipping cost, inspection costs, or usage (if substantial) only if legally permissible.
7.4. You will receive notification when the refund has been initiated.
8. Legal Clauses, Limitations, & Liability
8.1. Limitation of liability: Except for defects or non-conformity matters covered above, our total liability under or arising from any order is limited to the purchase price paid (i.e. we will not be liable for consequential, incidental, or punitive damages).
8.2. Force majeure: We are not liable for delays or failures arising from causes beyond our reasonable control (natural disasters, acts of government, supply disruptions, etc.).
8.3. Severability: If any provision of this Policy is held invalid or unenforceable under Egyptian law, the remainder of the Policy shall continue in full force and effect.
8.4. Nullified clauses: Under Article 10 of the Consumer Protection Law, any clause that seeks to relieve the supplier (us) of obligations under the law is null and void.
8.5. Governing law & dispute resolution: This Policy and any dispute arising shall be governed by the laws of the Arab Republic of Egypt. Any dispute may be referred to the competent Egyptian courts or to the Consumer Protection Agency (“CPA”).
8.6. Consumer Protection Agency access: You have the right to file a complaint with the CPA in Egypt in case you believe your consumer rights have been violated.
8.7. No waiver: Our failure to enforce any right or provision of this Policy does not constitute a waiver of that right or provision.