Terms & Conditions

1. General Business Terms

1.1 Business Hours

• Customer Support: Sunday to Thursday, 9:00 AM - 6:00 PM (Egypt Time)
• Order Processing: Orders placed during business hours are processed within 24 hours
• Shipping: Packages are shipped Monday through Friday
• Holiday Schedule: Special hours during Egyptian national holidays

1.2 Currency and Pricing

• All prices are displayed in Egyptian Pound (EGP) unless otherwise specified
• Prices include Value Added Tax (VAT) where applicable
• International orders may be subject to currency conversion fees
• We reserve the right to adjust prices due to market fluctuations

1.3 Product Availability

• Product availability is subject to supplier stock levels
• We reserve the right to substitute similar products if originals are unavailable
• Pre-orders may be available for upcoming products
• Limited edition items are subject to availability restrictions

2. Order Processing Terms

2.1 Order Acceptance

• All orders are subject to acceptance and availability confirmation
• Order confirmation emails are sent within 2 hours of placement
• We may contact you for additional verification on high-value orders
• Orders may be cancelled if payment verification fails

2.2 Order Modifications

• Order modifications are allowed within 2 hours of placement
• Changes to shipping addresses may incur additional fees
• Product additions may require separate shipping charges
• Modifications are not possible once orders enter fulfillment

2.3 Order Cancellation

• Orders can be cancelled within 24 hours of placement
• Cancellation requests must be submitted via email or phone
• Refunds for cancelled orders are processed within 5 business days
• Custom or personalized items cannot be cancelled once production begins

3. Payment Terms

3.1 Accepted Payment Methods

• Credit/Debit Cards: Visa, Mastercard, American Express
• Digital Wallets: PayPal, Paymob, and other local payment solutions
• Bank Transfer: Direct bank transfers for bulk orders
• Cash on Delivery: Available for select locations in Egypt
• Installment Plans: Available through partner financial institutions

3.2 Payment Processing

• All payments are processed securely through encrypted channels
• Payment authorization may take 1-3 business days
• Failed payments will result in order cancellation after 48 hours
• Currency conversion rates are determined by payment processors

3.3 Payment Security

• We use PCI DSS compliant payment processing
• Credit card information is not stored on our servers
• All transactions are encrypted using SSL technology
• Fraud detection systems monitor all transactions

4. Shipping and Delivery Conditions

4.1 Domestic Shipping (Egypt)

• Standard Shipping: 3-5 business days (EGP 50)
• Express Shipping: 1-2 business days (EGP 100)
• Free Shipping: Orders over EGP 500
• Same Day Delivery: Available in Cairo and Alexandria (EGP 150)

4.2 International Shipping

• Middle East: 5-7 business days (starting from EGP 200)
• Europe: 7-14 business days (starting from EGP 300)
• North America: 10-21 business days (starting from EGP 400)
• Rest of World: 14-28 business days (starting from EGP 500)

4.3 Delivery Conditions

• Recipient must be present to sign for delivery
• Valid government-issued ID required for delivery
• Undeliverable packages will be returned after 3 attempts
• Delivery address changes may incur additional fees

5. Return and Exchange Conditions

5.1 Return Eligibility

• Return Period: 14 days from delivery date
• Condition: Items must be unused, with original tags and packaging
• Documentation: Original receipt or order confirmation required
• Restocking Fee: 5% of item value for non-defective returns

5.2 Non-Returnable Items

• Personalized or custom-made products
• Perishable goods and consumables
• Digital products and software
• Items marked as "Final Sale"
• Hygiene-sensitive products (opened)

5.3 Exchange Policy

• Size exchanges available within 30 days
• Color exchanges subject to availability
• Exchange shipping fees apply unless item is defective
• Price differences must be paid by customer

6. Promotional Terms and Conditions

6.1 Discount Codes

• Discount codes are valid for single use only
• Codes cannot be combined with other offers
• Minimum purchase requirements may apply
• Codes expire as specified in promotional materials
• We reserve the right to modify or cancel codes at any time

6.2 Loyalty Program

• Points are earned on eligible purchases (1 point per EGP 10 spent)
• Points expire 12 months from earning date
• 100 points = EGP 10 discount on future purchases
• Points cannot be transferred between accounts
• Program terms may be modified with 30 days notice

6.3 Special Offers

• Buy One Get One (BOGO) offers apply to items of equal or lesser value
• Flash sales have limited quantities and time restrictions
• Bundle offers cannot be separated or customized
• Seasonal promotions may have additional restrictions

7. Product Warranty and Support

7.1 Manufacturer Warranties

• Products carry manufacturer warranties as specified
• Warranty claims must be processed through manufacturers
• We assist with warranty claims but do not provide warranties
• Extended warranties may be available for purchase

7.2 Customer Support

• Technical support available via email and phone
• Response time: 24 hours for emails, immediate for phone calls
• Live chat support during business hours
• Product tutorials and guides available online

7.3 Defective Products

• Defective products must be reported within 48 hours
• Photos of defects required for replacement processing
• Replacement products shipped within 3 business days
• Return shipping for defective items is free

8. Account and Membership Terms

8.1 Account Requirements

• Valid email address required for account creation
• Phone number verification for security purposes
• Accurate personal information must be maintained
• Account suspension for providing false information

8.2 Membership Tiers

• Basic: Standard pricing, regular shipping rates
• Premium: 10% discount, free shipping on orders over EGP 300
• VIP: 15% discount, priority customer support, early access to sales
• Corporate: Bulk pricing, dedicated account manager

8.3 Account Security

• Strong passwords required (minimum 8 characters)
• Two-factor authentication available for enhanced security
• Account lockout after 5 failed login attempts
• Regular password updates recommended

9. Mobile Application Terms

9.1 App Usage

• App available for iOS 14+ and Android 8+ devices
• Internet connection required for full functionality
• Offline browsing available for previously viewed products
• Push notifications can be customized in settings

9.2 App Permissions

• Location: For store locator and delivery tracking
• Camera: For profile pictures and product reviews
• Storage: For offline content and cached data
• Notifications: For order updates and promotions

9.3 App Updates

• Automatic updates enabled by default
• Manual updates available through app stores
• Older app versions may lose functionality
• Update notifications sent via push notifications

10. Privacy and Data Conditions

10.1 Data Collection

• Personal data collected as outlined in our Privacy Policy
• Purchase history stored for customer service purposes
• Behavioral data used for personalization and recommendations
• Location data collected only with explicit consent

10.2 Marketing Communications

• Email marketing opt-in required for promotional emails
• Unsubscribe option available in all marketing emails
• SMS marketing requires separate opt-in
• Marketing preferences can be managed in account settings

10.3 Data Retention

• Account data retained for 7 years after last activity
• Purchase records kept for accounting and tax purposes
• Marketing data deleted upon unsubscribe request
• Analytics data anonymized after 26 months

11. Force Majeure

Bsderma shall not be liable for any delay or failure to perform due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, extreme weather conditions, or acts of God
• Government actions, war, terrorism, or civil unrest
• Labor disputes, strikes, or supply chain disruptions
• Internet outages, cyber attacks, or technical failures
• Pandemic or public health emergencies
• Currency fluctuations or economic sanctions

12. Dispute Resolution

12.1 Complaint Procedure

• Step 1: Contact customer service via email or phone
• Step 2: Escalate to management if not resolved within 48 hours
• Step 3: Formal complaint submission with documentation
• Step 4: Mediation through Egyptian Consumer Protection Authority

12.2 Arbitration

• Disputes over EGP 10,000 may be subject to binding arbitration
• Arbitration conducted in Arabic or English as agreed
• Arbitrator selected from Egyptian Arbitration Association
• Arbitration costs shared equally between parties

12.3 Legal Jurisdiction

• All disputes subject to Egyptian law and jurisdiction
• Courts of Dakahlia Governorate have exclusive jurisdiction
• Consumer protection laws provide additional rights
• International customers agree to Egyptian jurisdiction

13. Modification of Terms & Conditions

13.1 Changes to Conditions

• We may modify these Conditions at any time
• Material changes will be communicated 30 days in advance
• Changes posted on website and mobile app
• Continued use constitutes acceptance of new Conditions

13.2 Notification Methods

• Email notification to registered users
• In-app notification for mobile users
• Website banner announcement
• Social media updates on official channels

14. Contact Information

For questions about these Terms & Conditions, please contact us: