Return and Refund Policy

At Dubai Sofa, we are committed to providing high-quality sofas, couches, and customized seating solutions for homes and businesses across Dubai. As a trusted destination for sofas in Dubai, we want every customer to have a positive shopping experience.

If you are not completely satisfied with your sofa purchase, our return, replacement, refund, and cancellation policy explains the conditions and process for resolving your concerns.

1. Return Eligibility

You may request a return for an eligible sofa purchased from Dubai Sofa if the following conditions are met:

The sofa must be in its original condition: The sofa must remain in the same condition in which it was delivered. It should not have been used, damaged, modified, repaired, reupholstered, or altered after delivery.
The return request must be made within 30 days of delivery: All eligible return requests must be submitted within 30 days from the date you receive your sofa. Return requests submitted after 30 days may not be accepted.
The sofa must include its original accessories and invoice: Please retain the original invoice, cushions, covers, accessories, packaging, and other items supplied with your sofa, where applicable. These items may be required to verify your order and process the return, replacement, or refund.
Customized sofas are eligible only in case of a manufacturing issue: Custom-made, tailor-made, or personalized sofas are generally not eligible for return because they are produced according to your specific requirements. However, if a customized sofa has a confirmed manufacturing defect, incorrect production, or workmanship issue, we may provide a repair, replacement, or refund following inspection.

These conditions help us maintain product quality and ensure that eligible returned sofas can be properly inspected and handled.

2. Non-Returnable Items

The following sofas and circumstances are generally not eligible for return or exchange:

Custom-sized or made-to-measure sofas: Sofas manufactured according to specific measurements, dimensions, configurations, fabrics, colors, or design requirements cannot normally be returned or exchanged. This restriction does not apply to confirmed manufacturing defects or errors caused by Dubai Sofa.
Special orders and personalized sofas: Sofas specially produced according to a customer’s requested design, upholstery, fabric, color, stitching, configuration, or other specifications are considered special orders and are generally non-returnable unless they arrive damaged or defective.
Clearance, discounted, or promotional sofas: Sofas purchased as final-sale, clearance, promotional, or specially discounted products may not be eligible for return or exchange unless the product is damaged or defective.
Sofas damaged through misuse or improper handling: We cannot accept returns for damage caused by accidents, misuse, improper handling, unauthorized modifications, incorrect cleaning, improper maintenance, or failure to follow the recommended sofa care instructions.
Used or altered sofas: Sofas that have been significantly used, modified, repaired, reupholstered, or otherwise changed after delivery may not qualify for a return.

Before purchasing from our sofa shop in Dubai, we recommend carefully checking your preferred sofa size, dimensions, fabric, color, design, configuration, and other specifications, particularly for customized sofas.

3. Refund Process

Once we receive and inspect an eligible returned sofa, the following process will apply:

Notification of Approval or Rejection: After inspecting the returned sofa, we will notify you whether your return and refund request has been approved or rejected. We may contact you by phone or email and provide an explanation if the return does not meet our eligibility requirements.
Refund Processing Time: If your return is approved, we will process the applicable refund within 7–10 business days. Refunds will normally be issued through the original payment method used for the purchase.
Delivery and Handling Charges: Original delivery, transportation, installation, or handling charges are generally non-refundable, except where the return is required because of an error by Dubai Sofa, an incorrect product supplied by us, or a confirmed manufacturing defect.

If a sofa is returned because you have changed your mind or no longer require the product, applicable delivery, collection, transportation, or handling charges may be deducted from the refund. The final refund amount will depend on the reason for the return and the condition of the sofa after inspection.

4. Damaged, Defective, or Incorrect Sofas

If your sofa arrives damaged, defective, or different from the product you ordered, please contact Dubai Sofa as soon as possible.

Notify Us Within 24 Hours of Delivery: Customers should contact us within 24 hours of receiving their sofa if they notice visible damage, manufacturing defects, incorrect dimensions, incorrect upholstery, missing components, or another issue with their order.
Prompt notification allows our team to investigate the problem and determine the appropriate solution.
Provide Clear Photographs or Videos: Please provide clear photographs or videos showing the issue. Where possible, include photographs of the complete sofa, the damaged area, and the packaging. This helps us assess the problem more efficiently.
Inspection and Resolution: Our team may arrange an inspection of the sofa. Depending on the nature and severity of the issue, we may offer a repair, replacement, or refund.

Issues that may qualify for a resolution can include:

Manufacturing defects
Significant damage during delivery
Incorrect sofa model or configuration
Incorrect color or upholstery supplied
Incorrect dimensions caused by our error
Missing parts or accessories
Poor workmanship
Other verified product defects

Our goal is to ensure customers purchasing sofas in Dubai from us receive a product that matches their order and meets our quality standards.

5. Cancellation Policy

Orders Can Be Cancelled Within 24 Hours of Placement: If you wish to cancel your sofa order, please contact us within 24 hours of placing the order. Orders cancelled within this period may be eligible for a full refund through the original payment method, provided production or fulfillment has not already progressed.
Custom-Made Sofas Cannot Be Cancelled Once Production Has Started: Custom-sized, tailor-made, and personalized sofas cannot normally be cancelled once production has started. These products are manufactured specifically according to your requirements, so stopping production may not be possible after this stage.
Before ordering a custom sofa in Dubai, please carefully confirm your measurements, fabric, color, design, configuration, and other specifications.
Orders Already Prepared for Delivery: If your sofa has already been prepared, dispatched, or scheduled for delivery, cancellation may be subject to applicable production, transportation, delivery, or handling charges.

This cancellation policy helps us manage production and delivery schedules efficiently while providing customers with clear terms.

6. How to Initiate a Return, Replacement, or Refund

To request a return, replacement, refund, or report an issue with a sofa purchased from Dubai Sofa, please contact our customer support team:

📞 Phone: +971 50 716 8667
📧 Email: info@dubaisofa.ae
📍 Address: Mall, Warehouse – Al Asayel St – 6 – near Al Quoz – Al Quoz Industrial Area 3 – Dubai

When contacting us, please provide your order details and clearly explain the reason for your request. Where applicable, include photographs or videos showing the sofa and the issue. Our customer support team will guide you through the return, replacement, or refund process and help resolve your concern.

7. Important Notes

Returns that do not meet the conditions of this policy may be denied.
Custom-made, personalized, and made-to-measure sofas are generally non-returnable unless there is a confirmed manufacturing defect, incorrect production, or workmanship issue.
Customers should carefully inspect their sofa when it is delivered.
Visible damage or product issues should be reported within 24 hours of delivery.
Please retain your invoice and order documentation until you are satisfied with your purchase.
Refunds are subject to product inspection and approval.
Delivery, transportation, installation, and handling charges may be non-refundable depending on the reason for the return.
Damage caused by misuse, improper handling, unauthorized modification, or failure to follow care instructions is not covered under this policy.
Used sofas may not be eligible for return unless the return relates to a confirmed defect or an issue caused by us.
We reserve the right to inspect returned sofas before approving a return, replacement, or refund.
Customers purchasing sofas in Dubai should carefully confirm product specifications before placing an order, especially for customized products.

8. Contact Dubai Sofa

If you have any questions about our Sofa Dubai return and refund policy, your order, or a product purchased from us, please contact our team.

Dubai Sofa

📞 Phone: +971 50 716 8667
📧 Email: info@dubaisofa.ae
📍 Address: Mall, Warehouse – Al Asayel St – 6 – near Al Quoz – Al Quoz Industrial Area 3 – Dubai

We are committed to providing quality sofas in Dubai, dependable customer service, and a straightforward process for handling returns, replacements, and refunds.