Returns & Refunds Policy

At Dubai Office Carpets, customer satisfaction is important to us. This Returns & Refunds Policy explains how returns, exchanges, cancellations, refunds, damaged products, defective products, and carpet installation issues are handled for orders placed through our website.

This policy applies to carpet products and related services supplied by Dubai Office Carpets in Dubai and the UAE.

By placing an order with us, you acknowledge and agree to the terms of this policy.

1. Return Window

Eligible non-customized products may be returned within 7 days from the date of delivery, provided that the product meets the return conditions outlined below.

The return period applies only to products that are eligible for return. Customized, cut-to-size, made-to-measure, installed, or specially ordered carpets may be excluded from standard returns.

Customers should contact us before sending any product back. Returns sent without prior approval may not be accepted.

2. When Can a Product Be Returned?

A return may be accepted when:

The product is eligible for return under this policy.
The product has not been installed or used.
The product is in its original condition.
The product has not been cut, altered, or customized.
The product has not been damaged after delivery.
The return request is made within the applicable return period.
The customer provides the original order details or proof of purchase.

Returns for reasons such as ordering the wrong product, changing your mind, or selecting the wrong colour or design are subject to the eligibility conditions, return charges, and exclusions stated in this policy.

3. Custom and Made-to-Measure Carpets

Many of our carpets are supplied according to specific customer requirements, including:

Custom measurements
Cut-to-size requirements
Specific colours
Specific designs
Material selection
Made-to-order products
Customer-approved installation measurements

Because these products are prepared specifically for an order, customized, made-to-measure, cut-to-size, or specially ordered carpets are generally non-returnable and non-refundable once production, cutting, preparation, or installation has started.

Before production or cutting begins, customers should carefully check and approve the measurements, colour, design, material, and other order details.

4. Non-Returnable Products and Services

The following are generally not eligible for return or refund:

Customized carpets
Made-to-measure carpets
Cut-to-size carpets
Carpets that have been installed
Used or altered carpet materials
Products damaged after delivery due to customer handling
Special-order products that were obtained specifically for the customer
Clearance or final-sale products, where clearly identified as such
Completed installation services, except where a confirmed workmanship issue applies

If a product is identified as non-returnable on its product page or quotation, that information will also apply to the order.

5. Incorrect, Damaged, or Defective Products

If you receive a product that is damaged, defective, incorrect, or different from what was ordered, please contact us as soon as possible and preferably within 24 to 48 hours of delivery and before installation or use.

Please provide:

Order number or proof of purchase
Description of the issue
Clear photographs or videos where appropriate
Photographs of the packaging if the product arrived damaged

Our team may inspect the product or arrange an inspection before approving a replacement, correction, exchange, or refund.

Where the issue is confirmed to have resulted from our error or a manufacturing defect, we will determine the appropriate solution based on the circumstances.

6. Returns for Change of Mind or Incorrect Selection

If you change your mind after receiving an eligible non-customized product, or you ordered the wrong product, return eligibility will depend on the product condition and whether the product has been used, altered, cut, or installed.

Any applicable return delivery or collection charges will be communicated before the return is arranged.

Customized and made-to-measure carpets are not eligible for return simply because the customer changes their mind after production or cutting has started.

7. How to Request a Return

To request a return, contact our support team using the details provided below.

Please include:

Your name
Order number
Product name
Reason for the return
Date of delivery
Photos or other supporting information, if applicable

Our team will review the request and confirm whether the product is eligible for return.

Do not send a product back before receiving return instructions from our team.

8. Return Method

Approved returns may be arranged through the return method confirmed by our team.

The applicable return method may depend on:

Product size
Product condition
Customer location
Reason for return
Whether the product was delivered or collected
Whether the product has been installed

Any applicable return collection or shipping charges will be communicated before the return is processed.

9. Return Inspection

Returned products may be inspected before an exchange or refund is approved.

The product must meet the applicable return conditions. If a returned product is used, damaged, altered, cut, stained, installed, or otherwise no longer in an acceptable condition, the return may be refused.

For damaged or defective products, we may request photographs, arrange an inspection, or take other reasonable steps to confirm the reported issue.

10. Exchanges

Exchanges may be available for eligible products, subject to product availability and the conditions of this policy.

An exchange may not be available for:

Customized carpets
Cut-to-size products
Made-to-measure carpets
Installed products
Special-order products

If the replacement product has a different price, any applicable price difference will be communicated before the exchange is confirmed.

11. Refunds

If a return or cancellation is approved for a refund, the refund will be processed after the return is approved and, where applicable, the returned product has been inspected.

Refunds may be issued to the original payment method unless another arrangement is agreed with the customer.

Approved refunds are generally processed within 7 to 15 working days after the refund is approved.

The time taken for the amount to appear in the customer’s account may also depend on the customer’s bank or payment provider.

12. Cancellation Policy

Customers may request order cancellation before production, cutting, material preparation, or installation begins.

Cancellation eligibility depends on the stage of the order.

Cancellation before preparation

If an order has not yet entered production, cutting, special procurement, or preparation, cancellation may be possible subject to the applicable terms.

Cancellation after preparation or production

If materials have already been prepared, cut, customized, ordered specifically for the customer, or otherwise committed to the order, the payment may be non-refundable.

Cancellation after installation

Orders cannot normally be cancelled once installation has been completed.

Any approved cancellation refund will be processed according to the refund terms stated in this policy.

13. Carpet Installation Services

Our carpet installation services are provided for residential and commercial spaces, including offices, villas, apartments, and other properties.

Installation services are not treated in the same way as physical carpet product returns.

If you believe there is an issue with the installation workmanship:

Contact us as soon as possible.
Explain the issue clearly.
Provide photographs or videos where possible.
Allow our team to inspect the installation.
Where an installation issue is confirmed, we may arrange corrective work where applicable.

Completed installation services are generally not refundable solely because the customer changes their mind after the work has been completed.

14. Customer Measurements and Approvals

Customers are responsible for reviewing and approving order details before production or installation, including:

Measurements
Carpet size
Colour
Pattern or design
Material
Product selection
Installation requirements

Where a customer has provided or approved incorrect measurements, colours, designs, or other specifications, Dubai Office Carpets may not be responsible for resulting changes or replacement costs.

For professional measurement requirements, customers should discuss the requirements with our team before confirming the order.

15. Natural Carpet Variations

Some carpet materials may have natural variations in:

Colour
Texture
Pattern
Surface appearance
Fibre direction

The appearance of a carpet can also vary depending on lighting, screen settings, room conditions, and viewing angle.

Minor variations that are normal for the selected material are not necessarily considered manufacturing defects.

16. Return and Refund Exclusions

A return or refund may be refused where:

The return request is made after the applicable return period.
The product has been installed.
The product has been cut or altered.
The product has been used or damaged by the customer.
A customized product has already entered production.
The product was specially ordered for the customer and cannot reasonably be resold.
The customer did not follow the return instructions provided by our team.
The issue is caused by incorrect measurements or specifications approved by the customer.

These exclusions do not affect any rights that may apply under applicable law.

17. What Happens After a Return Is Approved?

Once a return is approved:

Our team will provide return or collection instructions.
The product will be returned using the agreed method.
The product may be inspected where necessary.
We will confirm the applicable outcome.
An approved refund will be processed according to this policy.

Depending on the situation, the outcome may be a refund, replacement, exchange, correction, or another appropriate solution.

18. Contact Us

If you have questions about returns, refunds, exchanges, cancellations, carpet products, or installation services, please contact us.

Dubai Office Carpets
Dubai, United Arab Emirates

Phone / WhatsApp: +971 50 213 6026
Email: info@dubaiofficecarpets.ae
Website: dubaiofficecarpets.ae

We recommend contacting us before returning any product so that our team can provide the correct return instructions.

19. Changes to This Policy

We may update this Returns & Refunds Policy when necessary. Any updated version will be published on this page with the revised terms.

Customers should review the policy applicable at the time of placing an order.