Return Policy

Customer satisfaction is our top priority. At Emirati Home, we work hard to provide high quality craftsmanship, accurate product displays, and a smooth shopping experience across all our products and partner brands.

To ensure transparency and fairness, we have implemented the following Return & Refund Policy.

Returns for Standard Items or Items with Pre Specified Specifications

Most products sold by Emirati Home are made to order.

To protect both our valued customers and our manufacturing partners, the following return policy applies:

  • Items must be new, unused, and unopened.
  • Items must be returned in the same condition as received.
  • Items must be in their original packaging (if applicable).

Order Cancellation (Before Production)

You may cancel your order within 24 hours of placing it on our website for a full refund.

After 24 hours, your order enters production. Cancellations after this period are accepted only under the conditions listed below.

Post Delivery Policies & Return Scenarios

These policies are valid for 20 days from the date of delivery.

If more than 20 days have passed, we cannot offer a refund or exchange. However, your product warranty will still apply.

If items are not returned at the time of delivery, return delivery fees will be charged.

1. Product Not as Listed

If the item you received does not match the product description on the website:

  • Submit a request through our Returns Center.
  • If inspection confirms the product differs from the listing, a refund or exchange will be approved.
  • If the product matches the listing, the refund request will be denied, and an exchange option will be offered instead.

2. Product Damage

If your item arrives damaged or malfunctioning, we will approve a refund or exchange.

  • You may request an exchange immediately through the Returns Center.
  • After receiving the returned item, we will inspect it to determine the cause of damage.
  • Depending on the severity, we will either:
    • Approve a refund, or
    • Provide a full exchange

3. Delayed Delivery

If no delivery date is specified, orders are delivered within 15 working days.

If delivery is delayed beyond 30 days, you may:

  • File a cancellation request through the Returns Center
  • Receive a full refund
  • Receive a credit voucher as compensation for the delay

4. Change of Mind

  • Cancellation within 24 hours → Full refund
  • Cancellation after 24 hours → Store credit only

5. Incorrect Dimensions / Product Does Not Fit

All product listings include clear size specifications. We strongly recommend measuring your space before placing an order.

If the product does not fit your space:

  • Only Store Credit is eligible for returns/refunds
  • Custom sizing should be requested before placing the order

6. Refunds for Customized Orders

Custom-made items are produced specifically according to your requirements and cannot be restocked or resold.

Therefore:

  • Custom orders are non-refundable
  • Please ensure all specifications are correct before placing a custom order

Defective Custom Orders

If a custom item arrives damaged:

  • We offer a hassle-free exchange
  • A new replacement will be produced and delivered
  • You will receive AED 500 compensation as credit toward a future order
  • Submit your request through the Returns Center

Exempt Items (Non-Returnable)

The following items cannot be returned:

  • Bedding
  • Carpets & rugs
  • Intimate-use products
  • Gift cards

A receipt or proof of purchase is required for all return requests.

Missing or Delayed Refunds

If you have not received your refund:

  • Check your bank account again
  • Contact your credit card provider
  • Contact your bank

If you have completed all steps and still have not received your refund, please email us at:

care@emiratihome.com

Gifts

  • If the item was marked as a gift and shipped directly to you, you will receive store credit for the return value.
  • If the item was not marked as a gift, or the giver had it shipped to themselves, the refund will be issued to the gift giver.