Terms of service

1. AGREEMENT TO TERMS

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer," "User," or "you") and Ayla ("Company," "we," "us," or "our"), a business operating in Egypt and selling sand candles, Bukhur kits, candle holders, wicks, and related products through our Shopify store located at aylaegy.com.

By accessing, browsing, or making a purchase on our website, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service, our Privacy Policy, Shipping Policy, and Refund Policy. If you do not agree to these Terms, you must immediately discontinue use of our website.

2. ELIGIBILITY & USER REQUIREMENTS

2.1 Age Requirement

You must be at least 18 years of age to make purchases on our website. By placing an order, you represent and warrant that you are at least 18 years old and have the legal capacity to enter into binding contracts.

2.2 Jurisdiction

Our website is intended for customers located in Egypt. While we may ship internationally upon request, our primary operations and customer service are based in Egypt. By using our website, you agree to comply with all applicable Egyptian laws and regulations.

2.3 Account Responsibility

If you create an account on our website, you are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use of your account.

3. PRODUCTS & DESCRIPTIONS

3.1 Product Accuracy

We strive to provide accurate descriptions, images, and pricing for all products on our website. However, we do not warrant that product descriptions, pricing, or images are completely accurate, error-free, or up-to-date. We reserve the right to correct any errors, inaccuracies, or omissions at any time without prior notice.

3.2 Product Availability

All products are subject to availability. We reserve the right to limit quantities, discontinue products, or refuse orders at our sole discretion. If a product becomes unavailable after you place an order, we will notify you immediately and offer alternative options or a full refund.

3.3 Product Variations

Our sand candles and Bukhur kits are handcrafted products. Slight variations in color, texture, scent intensity, and appearance may occur due to the natural materials used. These variations are not defects and are inherent to the artisanal nature of our products.

3.4 Customization & DIY Products

Our sand candle kits and Bukhur kits are designed for customer customization and DIY use. We provide instructions for proper use, but we are not responsible for results that vary based on individual application, environmental factors, or user error. Please read all instructions carefully before use.

4. PRICING & PAYMENT

4.1 Pricing

All prices are listed in Egyptian Pounds (EGP) and are subject to change without notice. We reserve the right to adjust prices at any time. Prices displayed at the time of purchase are the prices you will be charged, except where an error is discovered.

4.2 Payment Methods

We accept the following payment methods:

• Cash on Delivery (COD)

• Credit/Debit Cards (Visa, Mastercard)

• Mobile Wallets (as available through Shopify)

• Bank Transfers (upon request)

4.3 Payment Processing

By providing payment information, you authorize us to charge your account for the full purchase price, including applicable taxes and shipping fees. Payment processing is handled securely through Shopify's payment gateway. We do not store your full payment information on our servers.

4.4 Currency & Taxes

All prices are in Egyptian Pounds (EGP). Applicable taxes (VAT, sales tax, etc.) will be calculated and added to your order total at checkout. You are responsible for any additional taxes or duties imposed by your local government.

4.5 Promotional Codes & Discounts

Promotional codes and discount offers are subject to specific terms and conditions. We reserve the right to:

• Limit the use of promotional codes to specific products, customers, or time periods

• Modify or cancel promotional offers at any time

• Refuse orders that appear to be fraudulently using promotional codes

• Require proof of eligibility for certain discounts

5. SHIPPING & DELIVERY

5.1 Shipping Policy

Our complete Shipping Policy is available at https://aylaegy.com/policies/shipping-policy. By placing an order, you agree to our Shipping Policy in its entirety.

5.2 Free Shipping

Orders above 2,000 EGP qualify for free shipping within Egypt. This offer is subject to change without notice.

5.3 Delivery Times

Estimated delivery times are provided for informational purposes only and are not guaranteed. Delivery times depend on:

• Your location within Egypt

• Courier availability and capacity

• Weather conditions and unforeseen circumstances

• Order processing time

We are not responsible for delays caused by courier services, customs, or other factors beyond our control.

5.4 Shipping Carrier

We use Bosta for most deliveries within Egypt. You will receive a tracking number via email once your order ships. We are not responsible for packages lost or damaged by the courier after handoff.

5.5 Risk of Loss

Risk of loss and title for all products passes to you upon delivery to your address. We recommend inspecting your package immediately upon receipt and reporting any damage or discrepancies within 24 hours.

5.6 International Shipping

International shipping is available upon request. International customers are responsible for all customs duties, import taxes, and fees imposed by their country of residence. Delivery times for international orders are not guaranteed.

6. RETURNS, REFUNDS & EXCHANGES

6.1 Refund Policy

Our complete Refund Policy is available at https://aylaegy.com/policies/refund-policy. By placing an order, you agree to our Refund Policy in its entirety.

6.2 Return Window

Customers may request returns or exchanges within 14 days of receiving their order. Requests made after 14 days will not be accepted.

6.3 Return Conditions

Products must be:

• Unused and in original condition

• In original packaging (if applicable)

• Accompanied by proof of purchase (order number)

6.4 Non-Returnable Items

The following items are non-returnable:

• Customized or personalized products (once customization has begun)

• Products that show signs of use or damage

• Opened or used Bukhur kits or sand candles

• Clearance or final sale items (marked as such at purchase)

6.5 Return Process

To initiate a return:

1 Contact us at [customer service email] with your order number

2 Provide photos of the product and packaging

3 Await approval and return instructions

4 Ship the product back to us (customer pays return shipping unless defective)

5 Receive refund within 7-10 business days of receiving the returned item

6.6 Refund Method

Refunds will be issued to the original payment method used for purchase. Refund processing times depend on your bank or payment provider (typically 5-10 business days).

6.7 Defective Products

If you receive a defective or damaged product, contact us within 24 hours of delivery with photos. We will either replace the item at no cost or issue a full refund, including return shipping.

7. WARRANTY & DISCLAIMERS

7.1 Limited Warranty

We warrant that all products sold on our website are:

• Made from high-quality, natural materials

• Properly packaged for safe delivery

• Free from manufacturing defects under normal use

This warranty is valid for 30 days from the date of delivery.

7.2 Exclusions from Warranty

The warranty does not cover:

• Normal wear and tear

• Damage caused by misuse, abuse, or improper storage

• Damage caused by environmental factors (heat, humidity, light exposure)

• Damage caused by failure to follow care instructions

• Products damaged during shipping (covered under our Refund Policy)

7.3 Disclaimer of Warranties

EXCEPT AS EXPRESSLY PROVIDED IN SECTION 7.1, WE MAKE NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. OUR PRODUCTS ARE PROVIDED "AS IS" AND "AS AVAILABLE."

7.4 Product Safety & Usage

Our sand candles and Bukhur kits are designed for use by adults in well-ventilated spaces. We are not responsible for:

• Allergic reactions or sensitivities to fragrances or materials

• Misuse of products contrary to provided instructions

• Injuries or damage resulting from improper use

• Health effects from burning candles or using incense

Customers with respiratory conditions, allergies, or sensitivities should consult a healthcare provider before using our products.

8. LIMITATION OF LIABILITY

8.1 Limitation of Damages

TO THE MAXIMUM EXTENT PERMITTED BY LAW, AYLA SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, LOSS OF DATA, OR LOSS OF USE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

8.2 Cap on Liability

OUR TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING FROM OR RELATING TO THESE TERMS OR YOUR USE OF OUR WEBSITE SHALL NOT EXCEED THE TOTAL AMOUNT YOU PAID FOR THE PRODUCT(S) IN QUESTION.

8.3 Essential Provision

You acknowledge that these limitations are essential terms of this agreement and that we would not offer our products at the prices stated without these limitations.

9. INTELLECTUAL PROPERTY RIGHTS

9.1 Ownership

All content on our website, including but not limited to text, images, graphics, logos, product descriptions, and designs, is the exclusive property of Ayla or our content suppliers and is protected by Egyptian and international copyright laws.

9.2 License Grant

We grant you a limited, non-exclusive, non-transferable license to view and use the content on our website for personal, non-commercial purposes only. You may not:

• Reproduce, distribute, or transmit any content without our written permission

• Modify, adapt, or create derivative works based on our content

• Use our content for commercial purposes

• Remove or alter any copyright, trademark, or proprietary notices

9.3 Trademarks

"Ayla" and all related logos, product names, and distinctive brand features are trademarks of Ayla. You may not use these trademarks without our express written permission.

9.4 User-Generated Content

By posting comments, reviews, or other content on our website or social media, you grant Ayla a worldwide, royalty-free, perpetual license to use, reproduce, modify, and distribute your content. You represent that you own or have the right to use all content you submit.

10. USER CONDUCT & PROHIBITED ACTIVITIES

10.1 Prohibited Conduct

You agree not to:

• Violate any applicable laws or regulations

• Infringe on the intellectual property rights of others

• Engage in harassment, abuse, or discrimination

• Post false, misleading, or defamatory content

• Attempt to gain unauthorized access to our systems

• Interfere with or disrupt our website or services

• Engage in fraudulent or deceptive practices

• Use automated tools (bots, scrapers) to access our website

• Resell our products without authorization

• Violate our Privacy Policy or other policies

10.2 Consequences of Violation

If you violate these Terms, we reserve the right to:

• Suspend or terminate your account

• Cancel your orders

• Refuse future orders from you

• Report you to relevant authorities

• Pursue legal action to recover damages

11. PRODUCT-SPECIFIC TERMS

11.1 Sand Candle Kits

Sand candle kits are designed for DIY candle making. By purchasing a sand candle kit, you:

• Acknowledge that you have read and understand the included instructions

• Agree to use the kit only as directed

• Assume all responsibility for the final product created

• Release Ayla from liability for any issues with candles you create

• Agree that Ayla is not responsible for variations in appearance or performance

11.2 Bukhur Kits

Bukhur kits contain natural incense materials. By purchasing a Bukhur kit, you:

• Acknowledge that you have read and understand the included instructions

• Agree to use the kit only in well-ventilated spaces

• Assume responsibility for any allergic reactions or sensitivities

• Release Ayla from liability for health effects from using the product

• Agree that Ayla is not responsible for variations in scent or burn time

11.3 Candle Holders & Vessels

Candle holders and vessels are decorative items. We are not responsible for:

• Breakage or damage due to improper handling or storage

• Discoloration or staining from candle use

• Damage caused by exposure to heat or moisture

• Incompatibility with specific candle types

12. PRIVACY & DATA PROTECTION

12.1 Privacy Policy

Our Privacy Policy, available at https://aylaegy.com/policies/privacy-policy, explains how we collect, use, and protect your personal information. By using our website, you consent to our Privacy Policy.

12.2 Data Security

We implement industry-standard security measures to protect your personal and payment information. However, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security of your data.

12.3 Third-Party Services

Our website uses third-party services including Shopify, Bosta, and payment processors. These services are subject to their own terms and privacy policies. We are not responsible for their practices.

13. THIRD-PARTY LINKS & CONTENT

13.1 External Links

Our website may contain links to third-party websites. We do not endorse, control, or assume responsibility for the content, accuracy, or practices of external websites. Your use of external websites is at your own risk and subject to their terms and policies.

13.2 Third-Party Content

We may display third-party content, including social media feeds, reviews, or advertisements. We do not endorse or assume responsibility for third-party content.

14. MODIFICATIONS TO TERMS

14.1 Right to Modify

We reserve the right to modify these Terms at any time without prior notice. Changes become effective immediately upon posting to our website. Your continued use of our website following any modifications constitutes your acceptance of the updated Terms.

14.2 Notification

We will make reasonable efforts to notify customers of material changes to these Terms via email or website notice. However, it is your responsibility to review these Terms periodically.

15. DISPUTE RESOLUTION & GOVERNING LAW

15.1 Governing Law

These Terms and all matters relating to your use of our website are governed by and construed in accordance with the laws of Egypt, without regard to its conflict of law provisions.

15.2 Jurisdiction & Venue

You agree that any legal action or proceeding relating to these Terms or your use of our website shall be brought exclusively in the courts located in Egypt, and you consent to the jurisdiction and venue of such courts.

15.3 Dispute Resolution

Before initiating legal action, we encourage you to contact us to attempt to resolve any disputes informally. If informal resolution is unsuccessful, disputes shall be resolved through:

6 Negotiation between the parties

7 Mediation (if both parties agree)

8 Litigation in Egyptian courts (as a last resort)

15.4 Arbitration (Optional)

If both parties agree, disputes may be resolved through binding arbitration administered by a mutually agreed arbitrator or arbitration body in Egypt.

16. SEVERABILITY

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be severed, and the remaining provisions shall remain in full force and effect. We will replace the invalid provision with a valid provision that achieves the original intent as closely as possible.

17. ENTIRE AGREEMENT

These Terms, together with our Privacy Policy, Shipping Policy, and Refund Policy, constitute the entire agreement between you and Ayla regarding your use of our website and purchase of our products. These Terms supersede all prior agreements, understandings, and negotiations, whether written or oral.

18. CONTACT INFORMATION

For questions about these Terms of Service, or to report violations, please contact us:

Email: [customer service email]
Phone: [customer service phone]
Address: [Ayla business address in Egypt]
Website: https://aylaegy.com
Facebook: https://www.facebook.com/profile.php?id=61568816904910
Instagram: https://www.instagram.com/ayla.egystore/

19. ACKNOWLEDGMENT

By clicking "I Agree" during checkout or by continuing to use our website after these Terms are posted, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service in their entirety.

Last Updated: May 25, 2026

APPENDIX A: DEFINITIONS

"Ayla" or "Company" means the business entity operating the website aylaegy.com and selling sand candles, Bukhur kits, and related products.

"Customer" or "User" means any individual who accesses or uses our website or purchases products from us.

"Product" means any item offered for sale on our website, including sand candle kits, Bukhur kits, candle holders, wicks, and related items.

"Website" means our e-commerce platform located at https://aylaegy.com and all associated pages, services, and content.

"Order" means a customer's purchase request submitted through our website.

"Delivery" means the transfer of a product to the customer's specified address via our courier service.

"Refund" means the return of payment to the customer's original payment method.