Returns & Refunds

This Return & Refund Policy sets out when and how you can return office furniture purchased from FurnitureSupplier.ae, the costs involved, and how refunds are issued. It applies to orders delivered within the United Arab Emirates. By placing an order with us, you agree to the terms below.

All amounts are in UAE Dirhams (AED). This policy should be read together with our Terms & Conditions. Where a signed quotation or supply contract sets out different terms, that document takes precedence.

Nothing in this policy affects your statutory rights in respect of goods that are faulty, damaged on arrival or not as described.

These standard terms apply to all customers unless a separate written agreement is in place:

• Retail customers — the standard terms set out below apply in full.
• Trade & business accounts — standard terms apply, with additional provisions for bulk and project orders (see section 14).
• Custom & contract orders — governed primarily by your signed quotation, which may vary these terms.

You may request a return within 14 days of delivery, assessed per item. We are unable to accept change-of-mind return requests made after this period.

A valid proof of purchase — your order number or invoice — is required for every return. To qualify, the item must be unused, in fully resalable condition, and returned in its original, undamaged packaging with all fittings, fixings, keys and documentation included.

Items sent back without prior approval or without proof of purchase may be refused or returned to you at your cost.

Every returned item is inspected on arrival at our Jebel Ali warehouse. To be accepted, products must be:

• Unused and free from marks, scratches, stains or assembly wear
• In their original, undamaged packaging, including any inner protection and manufacturer’s box
• Complete with all components, fixings, keys and manuals
• Flat-pack items unopened and unassembled

We recommend keeping all original packaging until you are satisfied with your purchase. Items that show signs of use, assembly or damage may be refused, or accepted at a reduced credit at our discretion.

The fee is calculated on the price paid for the returned item(s) and covers inspection, repackaging and handling. It is deducted from the store credit issued to you.

The restocking fee does not apply to items that are faulty, damaged on arrival or incorrectly supplied.

Return shipping and collection costs are the customer’s responsibility. You may arrange your own courier, or ask us to collect for a fee quoted at the time of approval based on the item size and your location.

You are responsible for packing the item safely for transit. We strongly recommend an insured, trackable service — FurnitureSupplier.ae cannot be held responsible for items lost or damaged on their way back to us, and return shipping charges are non-refundable.

The full return address is provided with your return reference. Returns are received at our warehouse in the Jebel Ali Industrial Area, Dubai.

The following are sold as final sale and cannot be returned or exchanged unless they are faulty or incorrectly supplied:

• Custom & made-to-order furniture — built or finished to your specification.
• Clearance & sale items — sold at a reduced price as final sale.
• Assembled or installed products — once they have been built or fitted.
• Ex-display units — sold as-seen in their current condition.
• Hygiene items once unsealed — for health and safety reasons.

This does not affect your rights where such items arrive faulty or are not what you ordered.

We do not offer direct item-for-item swaps. If you would like a different product, return the eligible item under the terms above and place a new order — any store credit issued can be applied to your replacement purchase.

If you received the wrong size or specification, or you are unsure which product suits your space, contact us and we will advise the best option before you return anything.

Approved change-of-mind returns are refunded as store credit, valid against future purchases with FurnitureSupplier.ae. We do not offer cash or card refunds for change-of-mind returns.

Store credit is issued within up to 14 days of the returned item being received and inspected. The following are deducted before credit is issued:

• The 15% restocking fee
• Any collection or return shipping charges owed

Store credit is issued to the account or contact used for the original order. Items that are faulty, damaged on arrival or incorrectly supplied are refunded in full to your original payment method — see the next section.

Please inspect your order on delivery. If the packaging or goods are visibly damaged, note it on the delivery paperwork where possible and let us know straight away.

If your order arrives damaged, faulty or is not what you ordered, contact us within 48 hours of delivery with your order number and clear photographs of the item and its packaging.

We will arrange a repair, replacement or full refund to your original payment method at no cost to you. The restocking fee and return shipping charges do not apply to our errors or to manufacturing faults. Faults that appear later in normal use are handled under warranty (see below).

Our furniture carries a commercial warranty against manufacturing defects. The warranty period varies by product and is shown on the product page or your invoice.

Warranty cover applies to defects in materials and workmanship under normal commercial use. It does not cover fair wear and tear, misuse, accidental damage, or damage caused by incorrect assembly or unsuitable environments.

To make a warranty claim, contact us with your order number and photographs of the issue and we will advise the next steps.

Orders can be cancelled free of charge at any time before dispatch — please contact us as soon as possible. Once an order has been dispatched or delivered, the standard return terms above apply.

Custom and made-to-order items cannot be cancelled once production has begun, and any deposit may be non-refundable as set out in your quotation.

Large, project or contract orders placed through a trade or business account may be governed by a separate signed quotation or supply agreement, which takes precedence over these standard terms.

Partial returns from a bulk order are assessed on a case-by-case basis and a restocking fee may apply per item. For anything relating to a project order, please contact your account manager, who can advise on eligibility, collection and lead times.