Refund and Returns Policy
Effective date: May 4, 2026 Last updated: May 21, 2026
This Refund and Returns Policy ("Policy") explains your rights and the process for cancelling Orders, returning Goods, and obtaining a refund from Madar Al Noor General Trading LLC, trading as "Al Asala Furniture" (Trade Licence 918328, TRN 104586776700003). It is part of our Terms and Conditions.
We want every Customer to be fully satisfied with their purchase. If something is not right, please contact us first — most issues can be resolved quickly.
1. Quick summary
| Policy URL | https://alasalafurniture.com/refund-returns-policy/ |
|---|---|
| Notification window | Customer must notify Al Asala Furniture within 24 hours from delivery |
| Return window | 3 calendar days from delivery for eligible stock items |
| Eligible condition | Unused, fully resaleable, in original packaging, with all parts, manuals, fittings, and accessories |
| Custom item exception | Custom-made and made-to-order goods are non-refundable and non-cancellable once production has started, except where goods are defective |
| Refund method | Approved refunds are issued to the original payment method after inspection; bank transfers may take an additional 3-5 working days |
| Return shipping | Al Asala pays collection for wrong items or damage on delivery; customers pay return delivery or collection charges for other eligible returns |
| Restocking fee | A 15% restocking fee may apply; it is waived where the return is due to Al Asala Furniture’s error |
| Situation | What you can do |
|---|---|
| Stock item, undamaged, in original packaging | Notify us within 24 hours of delivery and return within 3 calendar days for refund or exchange (restocking fee may apply) |
| Custom-made or made-to-order item | Non-refundable and non-cancellable once production has started, except for defects |
| Item arrives damaged or with manufacturing defect | Notify us within 48 hours of delivery — free repair, replacement, or refund |
| Wrong item delivered (our error) | Free pickup and replacement |
| Latent (hidden) defect that appears later | Covered under Warranty Policy for the warranty period |
2. Cancellation of Orders before dispatch
2.1 Stock items
You may cancel a Stock-item Order at no charge any time before dispatch. Once the Order has left our warehouse for delivery, the return procedure in section 3 applies instead.
2.2 Custom orders
Custom Orders include any Goods that are made-to-measure, made to a specified colour or fabric, customised with logos or branding, or otherwise produced specifically for you. These Orders may be cancelled, with full refund of any deposit paid, only if cancellation is requested in writing before production has started.
Once production has started, the Custom Order is non-cancellable and non-refundable, save where the Goods are defective.
2.3 How to cancel
Email sales@alasalafurniture.com with the subject "Cancellation Request — [Order #]". We will confirm within one (1) working day whether the Order has been dispatched / production has started, and process the cancellation accordingly.
3. Return of Stock items in resaleable condition
3.1 Eligibility window
To return a Stock item, you must notify us within 24 hours from the date of delivery and return the item within 3 calendar days from the date of delivery. The item must meet all of the following conditions:
- Item is unused and in fully resaleable condition.
- Item is in its original packaging with all parts, manuals, fittings, and accessories.
- No visible damage, marks, scratches, scent (e.g., smoke), or alterations.
3.2 Items not eligible for return
- Custom or made-to-order Goods.
- Items marked "Final Sale" or "Showroom Clearance" on the Quotation or product page.
- Items damaged after delivery due to misuse, mishandling, or installation by parties other than us.
- Items that have been assembled in a way that prevents disassembly without damage (unless installed by us).
3.3 Restocking fee
A restocking fee of 15% of the item price may be deducted from the refund to cover inspection, repackaging, and return-to-warehouse logistics. The fee is waived where the return is due to our error.
3.4 Return shipping
- For returns due to our error (wrong item, damage on delivery), we arrange and pay for collection.
- For other eligible returns, the Customer is responsible for arranging and paying for return delivery to our Dubai warehouse, or paying our nominated logistics partner the prevailing collection charge.
3.5 Refund timing and method
Once the returned item has been received and inspected, we will issue the refund within 14 working days, using the original payment method. Bank transfers may take an additional 3–5 working days to appear on your statement, depending on your bank.
If you used VAT-registered company funds and the original invoice carried VAT, the refund will include the VAT amount, and a credit note will be issued for your records.
4. Damaged, defective, or wrong items
4.1 On delivery
Inspect every delivery in the presence of the courier or installation team. If you see any visible damage, missing parts, or wrong items:
- Note the issue on the delivery note before signing.
- Photograph the issue (item, packaging, delivery note).
- Email sales@alasalafurniture.com within 48 hours of delivery, with subject "Delivery Issue — [Order #]" and attach the photos.
4.2 Our remedy
At our option, we will:
- Replace the affected Goods at no charge.
- Repair the affected Goods at no charge.
- Issue a partial or full refund where repair / replacement is not feasible within a reasonable period.
We will arrange free collection of the affected Goods.
4.3 Latent defects
For defects that become apparent only after the 48-hour inspection window — e.g., mechanism failure, finish problems — please refer to our Warranty Policy. Standard manufacturer warranty applies based on the item.
5. Refunds for cancelled deliveries / installation no-show
If our delivery or installation team arrives at the agreed time and the site is not ready, access is denied, or no authorised person is present to receive the Goods, we may charge a re-attendance fee to cover the failed visit. This fee will be deducted from any refund or invoiced separately. We will reschedule the delivery / installation as soon as possible.
6. How to start a return or claim
- Email sales@alasalafurniture.com with subject:
– "Return Request — [Order #]" for Stock-item returns – "Delivery Issue — [Order #]" for delivery damage – "Warranty Claim — [Order #]" for in-warranty defects
- Include: Order number, item description, reason for return, photos (where applicable), and your preferred remedy.
- We will respond within 1 working day with next steps and, where applicable, a Return Material Authorisation (RMA) reference.
- Do not return Goods without an RMA — items returned without authorisation may be refused.
7. Showroom purchases
This Policy applies to purchases made through the Website. For purchases made directly at our showroom (Dubai Municipality Furniture Market), the same terms apply unless a different return policy was clearly disclosed at the time of purchase.
8. Statutory rights
Nothing in this Policy limits or excludes any rights you may have under applicable UAE consumer protection law (UAE Federal Law No. 15 of 2020 on Consumer Protection, Cabinet Resolution No. 66 of 2023, and related regulations) where you qualify as a consumer. Where this Policy is more generous than statutory rights, the more generous terms prevail.
9. Contact
Postal address: PO Box 66583, Dubai, United Arab Emirates
Showroom plus code: 596P+GH Dubai (map/search reference, not a postal code)
Madar Al Noor General Trading LLC (Al Asala Furniture) Block 3 Unit 11 and Block 3 Unit 12 Dubai Municipality Furniture Market Nad Al Shiba Third, Dubai United Arab Emirates
Email: sales@alasalafurniture.com Telephone: +971 (0)52 889 2288 Showroom hours: 10:00–22:00, 7 days a week