Refund / Return Policy
REFUND / RETURN POLICY
In order to provide the best customer service to our customers, we have put the following policies in place :
1. We do not accept Cancellations on any items once ordered and paid through the online order/payment facility or instore. Please call 04-3599095 or email firstname.lastname@example.org to discuss this before online custom ordering.
2. We do not provide Returns, Refunds or Exchanges once the furniture has been delivered, installed and acknowledged by the Customer. This applies to custom orders, new and pre-loved furniture.
3. Sale, Promotion, Order or Discounted items do not have a return or refund option.
4. For Health reasons, there is no refund or exchange for unwrapped mattresses.
Should you for any reason not like the product you received, you can return it to us within 7 days of delivery for a refund, except for made to measure products for which we don’t accept returns. Please note that Paint products are considered to be made to measure and cannot be returned nor refunded.
Store Credits are valid for 7 Days from date of issue.
Please send the product back to us as soon as possible together with the confirmation email or invoice copy and delivery note you received on delivery of the product, to the following address:
The Emporium UAE
Mana Mohammad Ayedh General Trading L.L.C.
Al Quoz Industrial Area 4, Al Asayel St. Warehouse 5, Dubai-UAE
(+971) 4359 9095
Where possible, please use or include all original boxes, instructions/documents, and wrappings. All costs and risks of returning the item will be your responsibility.
We will fully examine the returned product(s) and will notify you of your right to a refund. Any product that has been damaged, or that is returned not in the same condition in which you received it, or that has been worn/used beyond simply opening the packaging will not be reimbursed. You should, therefore, take good care of the product(s) while they are in your possession, and package the goods adequately as to ensure a return without damage.
The refund will include the shipping & handling fee (if any) that you paid when ordering. However the return should be done by our delivery services, then the standard delivery fee will be subtracted from the refund amount in order to cover the costs for returning the product(s). The refund will be processed as soon as possible (in any case within 30 days of the day that you have given us notice of return). If you used your PayPal balance or bank account to fund the original payment, the refunded money will go back to your PayPal account balance. If you used a credit or debit card to fund the original payment, the refunded money will go back to your card. We will always refund any money received from you to the credit card or bank account originally used by you to pay for your purchase.
Returns of defective products
We take great care to check your order to make sure it’s up to our standards before we package and dispatch it to you. We boast very low damage complaints, however, damage may exceptionally occur. We recommend to carefully inspect your product upon delivery, as we ask you to sign a document confirming that it appeared in good condition when you received it.
Should you not be satisfied with the state of the goods when you inspect them at delivery, please let our delivery partner know, note this on the form and contact us.
For minor defects, it may happen that you only realize after the delivery that you’re unhappy with the quality, or that we’ve sent you the wrong item. In this case just contact us as soon as possible, sending us a couple of photos of the damage or other issues you have with the product. Our team will then assess your complaint and, assuming your complaints are valid, tell you how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement. In this case, the costs and risks of returning the product will be our responsibility.
The Emporium UAE offers a 6-month warranty on any item in relation to woodworm/bugs in the furniture as all furniture is pre-treated prior to Sale.
In the very unlikely event of an infestation, The Emporium UAE will investigate and treatment will be provided if necessary. This will only be investigated if accompanied by the receipt and in date.
The Cost for delivery to The Emporium UAE for treatment will be the responsibility of the customer – once treatment is provided (free of charge) by The Emporium UAE – the item will be returned at our expense back to you. Another 6 Month warranty will be offered on the treatment.
On the basis that treatment is unsuccessful a replacement or refund will be offered but at the discretion of The Emporium UAE.
Within the UAE - DELIVERY
One –Off Items& On hand Items
In the UAE, we are able to deliver within 2-3 business days once the item is in-store (Charges Apply)
All orders within the UAE and Worldwide are chargeable for delivery. Excludes Promotions/Special Offers
Re-Orders/Special Orders may take up to 60days for delivery to The UAE. This is explained in more detail whilst placing your order and making payment. Please contact 04-3599095 should you need any clarification.
As with all custom orders in recycled wood, any imperfections or slight color change will be expected and just adds to the character and uniqueness of the piece.
Once in our Warehouse – delivery will be arranged within 2-3 business days
All Orders/Special Requests within the UAE and worldwide are chargeable.
In case of bad/wrong Address:
In case our shipping team can-not reach your location address, they will try 3 times to contact you by SMS or by phone. If after 3 attempts are done and no avail - the item(s) will be returned back to our warehouse. The customer will be charged for a failed delivery charge and additional storage costs will apply should delay continuing. This will be charged at 150aed per failed trip and 100aed storage per item per week.
We can arrange delivery internationally to most Gulf Countries, Arab countries, Far East, Europe and American countries with international shipping charges according to consignee's origin. In some countries, you may be required to pay customs duties on items. This cost is not included in the sale price and should be organized and paid by the customer with the help of The Emporium UAE. Extra charges for crates/wrapping also apply and can be given on request.
If you are in any doubt whether your order can be delivered on time or cost related, please call Customer Support on (+971)-4-359 9095 before ordering.