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Return and Refund Policy

Returns Policy & Refund Policy

As long as the product is unopened and still in its original condition and packaging you can return within 15 calendar days from the date of receipt. Kindly send back the item to Homesmiths Warehouse: Um Ramool, Near Mercedes R Us, Plot Number 414-0, Dubai,  UAE.  If you request a pickup service for the items to be returned or exchange, a charge of 50 AED will be applied.

Frequently asked questions about refunds

What form of refund can I get?

Once the product has been evaluated and it’s eligible for return, we will issue the refund process to your original payment mode. It will take a minimum of 7 business days to credit in your bank account, debit/credit card.

What if I receive an item with manufacturing defect?

If you have a complaint about your product or think it might have a defect, is damaged or has missing parts, you may call our customer service and we will sort this out for you. You may be sent a form to fill up which will be sent to your via email. You are requested to fill a complete form with pictures and videos of the item showing the fault or damaged part and we will then start investigating the problem.

We will arrange a courier pick up from your location. You must repack the item in the same original box it was delivered in and all the parts, labels, packaging and manual must be intact. Upon receipt, it will be submitted for the routine evaluation and testing.

If the item is confirmed to have a manufacturing defect by our product experts and technical team, we will repair it or issue a replacement. If the item has a missing part, we will provide what’s missing.

Should you decide that you do not want a replacement and the return request was received within 15 calendar days from the date of receipt, we will issue the refund to your original payment mode.

If the item is working and is proven to be not faulty or damaged or requires proper configuration or assembly we will return the item back to you.

How long does it take for the whole return and exchange process to be completed?

We usually collect items within 24-48 business hours from the date of your feedback. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product.

What delivery destinations does the Homesmiths return policy apply to?

Our return policy is applicable to items delivered within the United Arab Emirates only. We are unable to process a return for items shipped to any other destination.

What about peak seasons?

Please note that homesmiths.ae will not be able to accept any returns during busy months and seasons such as December and a month before Ramadan, unless the product has a manufacturing defect or missing parts. If you have any further queries regarding our returns policy, please drop us a line at talktous@homesmiths.ae

Products we can’t refund or replace

Products we can’t process for return are listed below: 

  • Paints
  • Items on sale (except those which have a manufacturing defect)
  • Electronic items where the original seal is broken
  • Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn)
  • Damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period
  • Items that have been assembled, used, altered or installed, unless defective
  • Items that were sealed and require their hygienic levels to be intact from the manufacturer
  • Seasonal products orders are not eligible for return and refund unless damaged Further exceptions are mentioned along with the product description.

Complete Refund

We will process the refund after receipt of the product by Homesmiths warehouse or stores. Refund will be processed based on the mode of payment of the order. As per customer request orders paid by credit/ debit card will be refunded by credit back to the credit/ debit card within 7 working days and the refund will reflect in the next statement.

If you originally paid by cash, we will refund you via bank transfer and you will be required to provide us with your bank account details. Alternatively, you may choose to receive a voucher for your cash which can be use for up to 1 year to purchase any other item from our store online.