Terms of service
Terms of Service
Last updated: 1 August 2026
1. Overview
Welcome to HENYA.
These Terms of Service govern your access to and use of www.shophenya.com, including the purchase of products offered through the website.
Throughout these Terms, “HENYA”, “we”, “us” and “our” refer to HENYA. “You” and “customer” refer to any person who visits the website, creates an account or places an order.
Our online store is hosted by Shopify, which provides the ecommerce platform that enables us to offer our products and services.
By accessing the website or placing an order, you agree to these Terms of Service, together with our Privacy Policy, Shipping Policy and Returns & Exchanges Policy.
Nothing in these Terms limits any mandatory rights available to consumers under applicable law.
2. Eligibility and customer information
You must have the legal capacity to enter into a purchase agreement or act with the permission and supervision of a parent or legal guardian.
When placing an order, you agree to provide accurate, current and complete information, including your name, email address, telephone number, delivery address and payment information.
You are responsible for ensuring that the delivery and contact information submitted with your order is correct.
Where an account is created, you are responsible for maintaining the confidentiality of your login credentials and for activity carried out through your account.
3. Products
HENYA makes reasonable efforts to present its products accurately through product descriptions, photography and other information displayed on the website.
Colours and appearance may vary slightly depending on screen settings, lighting and device configuration.
Certain HENYA products are handcrafted. Minor natural differences in knit character, texture, drape or finish may occur between individual pieces. These natural variations are part of the handcrafted character of the product and do not automatically constitute a defect.
Product availability is subject to tracked inventory and may change without notice.
HENYA may limit quantities, discontinue products or withdraw an item from sale at its discretion.
Product measurements, where provided, are approximate unless expressly stated otherwise. Customers should rely only on information published on the relevant product page or provided directly by HENYA Customer Care.
Accessories, bags, styling pieces, underlayers and other items shown in photography are not included with a product unless the product page expressly states that they are included.
4. Orders and acceptance
Submitting an order constitutes an offer to purchase the selected products.
An automated order confirmation acknowledges that we have received your order. It does not necessarily mean that the order has been accepted or dispatched.
HENYA may verify order information before acceptance, including product availability, delivery details, payment status and suspected fraud or misuse.
We may decline or cancel an order where:
- A product is unavailable
- Pricing or product information contains a clear error
- Payment cannot be authorised
- The delivery address is outside our supported service area
- Customer information is incomplete or inaccurate
- We reasonably suspect fraud, misuse, unauthorised resale or unlawful activity
Where a prepaid order is cancelled by HENYA, any amount successfully collected for the cancelled items will be refunded through the applicable payment method.
For Cash on Delivery orders, payment is collected according to the available delivery arrangement.
Customers purchasing from HENYA represent that the products are being purchased for personal use and not for unauthorised commercial resale or export.
5. Prices and payment
All prices displayed on the website are in Egyptian pounds, EGP, unless clearly stated otherwise.
The price charged will be the price displayed at checkout when the order is submitted, subject to correction of an obvious pricing or technical error.
Delivery charges, where applicable, will be displayed before the customer completes checkout.
During an announced promotional or launch period, HENYA may offer complimentary delivery or temporary pricing. Promotional terms may be changed or withdrawn for future orders without affecting orders already accepted.
Available payment methods may include:
- Cash on Delivery
- Approved online payment methods processed through authorised payment-service providers
Online payment information is processed by the relevant payment provider. HENYA does not directly store complete payment-card details.
Customers must use a payment method they are authorised to use and provide complete and accurate billing information.
6. Shipping and delivery
HENYA currently delivers within supported locations in Egypt through Bosta or another approved logistics provider where necessary.
Shipping terms, available service areas, charges and delivery conditions are described in our Shipping Policy.
Delivery timelines are estimates and may vary depending on location, order volume, carrier operations and events outside HENYA’s reasonable control.
HENYA remains responsible for addressing eligible claims involving an incorrect, incomplete, visibly damaged, defective or otherwise non-conforming order in accordance with our Returns & Exchanges Policy and applicable law.
Where open-package inspection is available, the customer may visually inspect the product, colour, quantity and visible condition in the courier’s presence.
Open-package inspection does not permit:
- Trying on or wearing the product
- Washing or using it
- Removing tags or protective seals
- Damaging the product or packaging
A customer may refuse an incorrect, incomplete or visibly damaged shipment and contact HENYA Customer Care.
Accepting delivery does not remove the customer’s right to submit an eligible return, exchange or non-conformity claim afterward.
7. Returns, exchanges and refunds
Returns, exchanges and refunds are governed by our Returns & Exchanges Policy.
Eligible requests must be submitted within the period stated in that policy and must satisfy the applicable product-condition requirements.
For customer-preference returns, the approved reverse-logistics contribution may be deducted from the refundable amount.
For customer-preference exchanges, the customer may be responsible for the applicable Bosta exchange logistics charge.
No customer logistics charge applies where the product is defective, damaged, incorrect, incomplete or otherwise non-conforming.
Refunds are processed after the returned item is received, inspected and approved.
The time required for a refund to appear may depend on the payment provider, bank or payment method.
Nothing in these Terms or our Returns & Exchanges Policy limits mandatory consumer rights under applicable law.
8. Order changes and cancellations
Customers should review their order carefully before submitting it.
To request an order change or cancellation, contact HENYA Customer Care as soon as possible at:
We will make reasonable efforts to assist, but we cannot guarantee that an order can be changed or cancelled after it has been confirmed, prepared, transferred to the courier or dispatched.
A cancellation request that is received after dispatch may need to be handled under the applicable return or refusal process.
9. Care, fit and product use
Customers are responsible for reviewing the product’s care, fit and styling information before use.
Handcrafted open-knit products require careful handling and may be vulnerable to pulling or snagging when they come into contact with jewellery, rough surfaces or sharp objects.
Failure to follow the published care instructions, misuse, accidental damage, ordinary wear, incorrect washing or unauthorised alteration may affect return eligibility, except where mandatory consumer rights apply.
Fit and drape may vary depending on body shape, styling preference, underlayers and the handcrafted character of the product.
Unless expressly stated, HENYA does not guarantee that one fit or styling result will be identical for every customer.
10. Website accuracy
We aim to keep product, price, inventory, shipping and promotional information accurate.
Occasionally, the website may contain an error, omission or outdated detail.
HENYA may correct information, update content or cancel an affected order where a material error has occurred.
Where an accepted prepaid order is cancelled because of an error attributable to HENYA, the amount successfully collected for the affected item will be refunded.
11. Intellectual property
The HENYA website and its contents, including brand names, wordmarks, Arabic and Latin lettering, house marks, chapter identities, calligraphy, product names, photographs, videos, graphics, text, designs and layouts, are owned by or licensed to HENYA and are protected under applicable intellectual property laws.
You may access and use the website for personal, non-commercial shopping purposes only.
Without prior written permission from HENYA, you may not:
- Copy, reproduce, distribute or republish website content
- Use HENYA branding, calligraphy, artwork or product photography
- Create derivative commercial works
- Scrape or systematically extract website content
- Misrepresent an affiliation with HENYA
- Use HENYA content for resale, advertising or other commercial purposes
No right or licence is granted except the limited right to access the website for lawful personal use.
12. Acceptable use
You must not use the website:
- For unlawful or fraudulent purposes
- To submit false or misleading information
- To interfere with the website’s security or operation
- To upload malicious code
- To attempt unauthorised access to systems or customer information
- To infringe the rights of HENYA or another party
- To impersonate another person
- To conduct unauthorised scraping, resale or commercial exploitation
- To harass, threaten or abuse another person
HENYA may suspend access, cancel orders or take appropriate action where misuse is reasonably suspected.
13. Third-party services and links
HENYA uses third-party service providers to operate the store and fulfil orders, including Shopify for ecommerce infrastructure, payment providers for transaction processing and Bosta for delivery services.
Third-party services may operate under their own terms and privacy practices.
The website may also contain links to third-party websites. HENYA is not responsible for third-party content, availability, security or practices.
Customers should review the applicable third-party terms before using an external service.
14. Relationship with Shopify
HENYA’s online store is powered by Shopify.
Purchases made through the store are transactions between the customer and HENYA. Shopify provides ecommerce infrastructure but is not the seller of HENYA products and is not responsible for fulfilling HENYA orders.
The use of Shopify’s services may also be subject to Shopify’s own applicable policies and privacy practices.
15. Privacy
Personal information collected through the website is handled according to HENYA’s Privacy Policy.
Information may be processed by HENYA and authorised service providers where necessary for:
- Order processing
- Payment
- Delivery
- Customer support
- Fraud prevention
- Analytics
- Website operation
- Consented marketing
Customers should review the Privacy Policy for further details.
16. Customer reviews and submitted content
Where customers submit a review, image, comment, suggestion or other content, they confirm that:
- They have the right to submit it
- It is accurate and not misleading
- It does not infringe another party’s rights
- It does not contain unlawful, abusive or malicious material
HENYA may moderate or remove submitted content where reasonably necessary.
HENYA will not use customer photographs or personal creative content for external advertising without the appropriate permission or another lawful basis.
17. Availability of the website
We aim to keep the website available and secure, but uninterrupted access cannot be guaranteed.
The website may be unavailable temporarily because of maintenance, technical faults, platform changes or circumstances outside HENYA’s reasonable control.
HENYA may modify, suspend or discontinue parts of the website where reasonably necessary.
18. Liability
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including mandatory consumer protections.
To the extent permitted by applicable law, HENYA is not responsible for indirect or consequential losses that were not reasonably foreseeable when the order was placed.
HENYA is not responsible for loss caused by:
- Customer misuse of a product
- Failure to follow published care instructions
- Unauthorised alterations
- Incorrect customer-provided information
- Events outside HENYA’s reasonable control
This section does not restrict a customer’s rights concerning defective, damaged, incorrect, incomplete or otherwise non-conforming products.
19. Events outside reasonable control
HENYA is not responsible for delay or failure caused by events outside its reasonable control, including severe weather, transport disruption, governmental action, communication outages, payment-network failures, public emergencies or logistics-provider disruption.
Where such an event affects an order, HENYA will take reasonable steps to communicate with the customer and minimise disruption.
20. Severability
If any part of these Terms is held to be unlawful or unenforceable, that part will be limited or removed only to the extent necessary.
The remaining provisions will continue in effect.
21. No waiver
A delay or failure by HENYA to enforce a right does not waive that right.
Any waiver must be expressly confirmed by HENYA.
22. Changes to these Terms
HENYA may update these Terms from time to time.
The latest version will be published on this page with an updated effective date.
Changes will apply prospectively and will not alter the terms governing an order already accepted, unless required by law or agreed with the customer.
23. Governing law
These Terms and purchases made through the HENYA website are subject to the applicable laws of the Arab Republic of Egypt.
Any dispute will be handled by the competent Egyptian authorities or courts, subject to any mandatory consumer-protection rights and procedures available under applicable law.
24. Contact information
Questions about these Terms or an order should be sent to:
HENYA Customer Care
Email: wecare@shophenya.com
Website: www.shophenya.com
Delivery territory at launch: Egypt