Return Policy

This Return Policy outlines the terms and conditions under which returns, cancellations, and modifications are handled for custom-made furniture orders placed with Customized Furniture (customizedfurniture.ae).

1. Nature of Custom-Made Goods

Due to the unique and personalized nature of our business, which involves designing, building, and finishing items based on the client’s specific measurements, materials, and design choices, our policy differs significantly from standard retail returns.

All custom-made furniture orders are considered final sales and are generally non-refundable and non-returnable once production has commenced.

2. Cancellations and Modifications

A. Order Cancellation

Window for Cancellation: A full refund may be issued only if the order is canceled within 48 hours of the signed sales agreement and before any materials have been procured or initial manufacturing steps have begun.
Late Cancellation: If an order is canceled after the 48-hour window but before major production has begun, a cancellation fee will apply to cover administrative costs, design fees, and the cost of any materials already purchased or cut. This fee is typically 25% of the total order value.

B. Order Modification

Requests for modifications (e.g., changing dimensions, material color, or fabric) must be submitted in writing immediately.
Modifications requested after production has commenced may result in additional charges and could extend the estimated delivery timeline. Any additional costs and time extensions will be formally documented in a Change Order and must be approved and signed by the client before work continues.

3. Returns and Refunds for Defects or Non-Compliance

A return or refund is only considered if the product delivered substantially fails to meet the agreed-upon specifications or is found to be defective in material or craftsmanship.

A. Reporting Non-Compliance

The client must inspect the furniture immediately upon delivery and installation.
Any claim of defect or non-compliance must be submitted in writing (via email to info@customizedfurniture.ae) within 7 days of delivery.
The claim must include a detailed description of the issue, the order number, and supporting evidence (photographs or videos).

B. Verification and Resolution

Inspection: Customized Furniture will dispatch an expert team to inspect the furniture at the client’s location in Dubai.
Verification: If the defect or non-compliance is verified and determined to be the fault of the manufacturing or installation process (and not resulting from misuse or normal wear and tear):
- Repair/Rectification (Primary Resolution): We will first attempt to repair or rectify the item to meet the agreed specifications at no cost to the client. This is our primary remedy.
- Replacement: If the item cannot be repaired to meet the specifications, we will proceed to replace the item entirely.
- Full Refund (Final Resolution): A full refund is only offered if both repair and replacement are deemed impossible or unreasonably delayed.

C. Normal Wear and Exclusion

This policy does not cover issues arising from:

Normal wear and tear.
Misuse, improper cleaning, or accidents.
Natural variations in wood grain, leather markings, or fabric dye lots, which are inherent to natural materials.

4. Warranty

All custom-made furniture from Customized Furniture is covered by a 5-year warranty on craftsmanship. This warranty covers structural defects and issues arising from the manufacturing process. Please refer to our separate Warranty Policy for full details.