We strive to ensure that you are fully satisfied with your purchase. However, we understand that in certain situations a return or refund may be necessary, and we are here to assist you throughout the process.
We are committed to transparency in our products and services, with no hidden fees or unexpected charges. While our return policy includes certain terms and conditions, we believe they are fair and designed to protect both our customers and our business.
Customized Item Return Policy
Customized items are made specifically according to customer requirements and therefore are not eligible for return or refund. In case of any manufacturing defect, we will inspect the item and provide repair services where applicable.
If the size remains the same but the color or finish is customized upon request, the product will still be considered a customized item and will not qualify for return or refund.
Returns for assembled products will not be accepted unless there is a verified manufacturing defect. In such cases, the decision of HOOR DECOR FURNITURE TRADING CO LLC shall be final.
Returns will only be accepted if the product is unused and in new condition. Items that show scratches, stains, damages, drilling, alterations, or any other modifications will not be accepted for return.
All items must be opened and inspected by the customer within 24 hours of delivery while in their original packaging. If this inspection is not completed within the specified time, HOOR DECOR FURNITURE TRADING CO LLC will not be held responsible for any defects or faults, and the item will not be eligible for return.
Non-Refundable Items
- Assembled or disassembled items
- Opened sofas, beds, or installed MDF items/furniture
- Used bedding items including bed linens, duvets, pillows, and pillow tops
- Mattresses or filled/upholstered goods without the original law label
- Custom-made or made-to-order products
- Products that have been altered, washed, or modified in any way
We reserve the right to deny any return or exchange request and may require photographic evidence for verification.
Item Specifications
As we regularly receive new batches of raw materials from our suppliers, slight variations in color, texture, or finishing may occur between different production batches.
If a customer places multiple orders for the same item at different times, minor differences in color or texture may occur due to ongoing manufacturing and material updates. These variations shall not be considered defects.
Mode of Return (Refund Process)
Approved refunds will be processed within 7 working days from the date of cancellation approval. Refunds will be made through bank transfer or returned to the original method of payment.
If the payment was made by credit or debit card, the refund will be credited back to the same account. Please note that processing times may vary depending on your bank and may take additional time to reflect in your account.
Mode of Cancellation
Order cancellations are only accepted within 24 hours of placing the order, whether online or through a sales representative.
After 24 hours, any applicable bank or transaction charges will be deducted from the refundable amount.
Customized or made-to-order items are strictly non-cancellable and non-refundable once production has commenced.
Special Orders
Made-to-order and custom-manufactured products cannot be returned, exchanged, or refunded unless there is a confirmed manufacturing defect.
Delivery and Pickup Charges
If a return is approved without a valid defect or company error, the original delivery charges will be deducted from the refund amount.
If free delivery was provided at the time of purchase, a minimum pickup charge of AED 300 will apply for returned items.
Inform Us Within 24 Hours
Customers must notify us within 24 hours of product delivery if there is any issue, defect, or concern.
After 24 hours from the time of delivery, we will not be able to process return requests. Customized or made-to-order items are strictly non-returnable.
Refund Process
In certain cases, delivery timelines may differ from the estimated timeframe previously communicated by our sales team. In such situations, cancellation of the order—either full or partial—may be considered before shipment.
To request a cancellation, customers must contact our customer service team. Cancellations are only valid within 24 hours of placing or confirming the order.
If eligible, 95% of the purchase amount will be refunded to the customer’s bank account within 7 working days. The remaining 5% will be deducted to cover bank or transaction charges.
Orders cannot be cancelled once they have been shipped. Custom-made and special-order items are strictly non-refundable and non-cancellable.
Note: HOOR DECOR FURNITURE TRADING CO LLC reserves the right to modify or update this policy at any time. Customers are advised to review the Refund & Return Policy periodically for any changes.