This page is provided for general information and is updated from time to time; the date it was last revised is shown alongside it. It does not replace the specific terms of your quotation or order. If anything here is unclear, please contact us and we will be happy to help.
Because our curtains, sheers and blinds are made to measure and produced specifically for your windows, the options for cancellation and refund are different from those for standard off-the-shelf products. This policy explains when you can cancel, what happens to your deposit, and how we handle any item that is faulty or not as described, in line with UAE Federal Law No. 15 of 2020 on Consumer Protection. Nothing in this policy limits or removes the statutory rights you have as a consumer. Where this policy and that law differ, the law applies.
Before production starts
You can cancel free of charge at any time before we begin cutting your fabric. Deposits are refunded in full, except for any special-order fabric we have already purchased at your written request, which is non-refundable once ordered. We will confirm the position with you before you cancel.
After production starts
Once we have started cutting or sewing your order, the materials are made to your specifications and cannot be resold. If you choose to cancel after production has started, for reasons other than a fault or an error on our side, we will charge only for the work completed and the materials used, and we will always tell you the exact figure before you confirm. This charge does not apply where an item is faulty, defective, or not as described. Those situations are covered in the next section and are handled at no cost to you.
Faulty or incorrect items
If an item is faulty, does not match the specification you approved, or was measured incorrectly by us, you are entitled to a remedy at no cost to you. Depending on the issue we will remake, repair, or refund the item, and we will agree the appropriate remedy with you in line with UAE Federal Law No. 15 of 2020 on Consumer Protection. To help us resolve matters quickly, please report the problem within 7 days of installation; this request for prompt notice does not limit or remove any statutory right you have, which continues for the period allowed by applicable law. Our Warranty Policy may also apply.
How refunds are made
Where a refund is due, we return the amount using the same payment method you used, unless we agree another method with you, and we process it promptly once the cancellation or return is confirmed. If only part of an order is affected, we refund the affected part.
Appointment cancellations
You can reschedule or cancel a measurement or installation appointment free of charge with reasonable notice. Repeated no-shows without notice may incur a visit fee, which we will always communicate to you before any rebooking.