Returns, refunds & exchanges

01

How you buy from us

You can buy a piece on the showroom floor in Umm Ramool, or agree it with us over WhatsApp or by phone and pay through a secure payment link. This policy covers every one of those routes.

Your invoice is your proof of purchase. Keep it — a photograph of it is fine — along with the order confirmation we send you.

02

If a piece arrives faulty

Tell us within 14 days of delivery or collection and we will repair the piece at our factory, at our cost. We collect it, and we bring it back.

Repair is our first answer to a fault. It is the reason we kept the workshop — most defects are better solved at the bench than by sending a piece back into a warehouse. Where we determine that a piece cannot be repaired, we replace it or refund it.

This applies to every piece we sell, including made-to-order and bespoke work. It is protected by UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection.

A fault means:

• A defect in manufacture or workmanship
• Structural failure under normal household use
• Damage that was already there when the piece reached you
• A piece materially different from what was described or ordered

03

If you change your mind

In-stock catalogue pieces can be returned within 7 days of delivery or collection for a full refund. We inspect the piece at the workshop before the refund is released, and there is no restocking fee.

The piece needs to be:

• Unused, in its original condition, with its packaging and fittings
• Free of marks, odours, and pet or smoke exposure
• Returned with the invoice or order confirmation
• Brought back to the factory at your cost — or collected by us, with the actual cost deducted from the refund

04

What a change-of-mind return doesn't cover

Change-of-mind returns are for in-stock catalogue pieces. They do not apply to:

• Made-to-order pieces
• Anything customised in size, finish or fabric through Petra Wooden Industries
• Display and floor models, and clearance pieces sold as seen
• Pieces damaged after they reached you
• Pieces without an invoice or order confirmation

None of this affects a faulty piece. If something we made is defective, the repair above applies — whatever the piece is, and however it was ordered.

05

Twelve-month warranty

Every piece carries a twelve-month warranty from the date you receive it, covering frames, joinery, structure, and defects in manufacture or workmanship. We repair under warranty at our factory; where a piece cannot be repaired, we replace it.

The warranty does not cover:

• Wear, fading or pilling of fabric and leather
• Movement and variation in solid wood, stone and travertine — natural materials shift with heat and humidity, and no two pieces read the same
• Damage from misuse, overloading, standing water, direct sun, or cleaning products we haven't approved
• Pieces sold for the home and then put to commercial use
• Ordinary wear from ordinary use

06

How to start a return or a repair

Message the showroom on WhatsApp, call us, or send an inquiry. Include your invoice number and a few photographs of the piece and the fault.

We reply within 2 business days and arrange the inspection or the collection from there.

07

How refunds are paid

Refunds go back to the method you paid with. Card and payment-link refunds usually clear within 7 to 14 business days, depending on your bank. Cash purchases are refunded by bank transfer against the invoice.

Delivery charges are refunded when the piece was faulty. They are not refunded on a change-of-mind return.

08

Damage on delivery

Look the piece over before our team leaves. Note any damage on the delivery note and send us photographs within 48 hours.

If a defect only shows itself later, the 14-day right above still stands. The 48 hours is for damage you could see on the day.

09

Your rights under UAE law

Nothing here reduces the rights UAE law gives you. This policy sits on top of Federal Decree-Law No. 15 of 2020 on Consumer Protection and Cabinet Decision No. 66 of 2023.

If we cannot settle something between us, you can raise it with the Department of Economy and Tourism in Dubai.

Read the full terms & conditions