Cancellation & Refund Policy

Non-returnable items

Change-of-mind returns are not accepted. Faulty, damaged or incorrectly supplied items remain covered by applicable consumer rights.

Please check the dimensions, specifications and quantities before ordering.

24-hour cancellation window

For shop orders accepting these terms, you may request cancellation within 24 hours of successful payment using the buttons in your account. The countdown starts when payment succeeds. Confirming or changing a delivery date does not restart it. Select a reason and either the entire order or whole item lines; individual quantities within a line cannot be cancelled separately.

Requests submitted before the deadline place the order on hold until reviewed. Submitting a request does not itself issue a refund. We will notify you of approval or the reason for declining. After the window closes, made-to-order items move to Production Started; imported pre-orders move to Awaiting Arrival. Self-service change-of-mind cancellation then closes.

Partial cancellations and delivery

Before submitting, you will see the selected-item refund, any delivery adjustment and the final refund amount. Discounts are allocated as recorded on the original order. The remaining order must satisfy the minimum conditions accepted at checkout. If it does not, you can request whole-order cancellation instead.

Free delivery is recalculated for your delivery area using the original order's delivery rules and remaining product value after discounts. If free delivery is lost, the delivery fee is deducted from the refund with your acceptance. Delivery has no VAT in this checkout calculation; product VAT is included in the item refund. The original payment and invoice remain recorded. If all remaining items are cancelled, the remaining delivery charge is also refunded.

Stock and imported pre-order items

Change-of-mind returns are not available for stock or imported pre-order items. Contact us with your order number about cancellation during the applicable window or an issue with your item. Please contact us before arranging a return for a faulty or incorrect item.

Damaged, defective or incorrect items

If an item arrives damaged, defective or different from your confirmed order, contact us promptly with your order number, a description of the issue and photographs where possible. We will assess the issue and arrange the appropriate repair, replacement or refund in accordance with applicable UAE consumer law.

The made-to-order change-of-mind restriction does not remove your statutory rights in these situations.

Delivery changes or orders we cannot fulfil

Delivery estimates may change with product complexity, quantities, material availability or production workload. We will inform you of changes and discuss revised delivery arrangements. If we cannot fulfil your order, we will explain the reason and arrange cancellation and the refund due. Statutory cancellation and refund rights are not excluded by an estimated delivery window.

Approved refunds

We will confirm the refund amount and notify you when the refund has been initiated. Refunds are returned to the original payment method. Card refunds typically appear within 5–10 business days after processing, depending on your bank or payment provider; some may take longer.

If the refund has not appeared after the expected period, contact us with your order number so we can help check its status.

Your consumer rights

Nothing in this policy limits rights or remedies provided by applicable UAE consumer protection law.