At Enza Home UAE, we are committed to ensuring your complete satisfaction with every purchase. Please review our policy below regarding returns, refunds, and exchanges.
1. Return Policy
We accept returns under the following conditions:
- Time Frame: You have 14 days from the date of delivery to request a return.
- Condition: The item must be in its original, unused, and undamaged condition, with all original tags, packaging, and documentation intact.
- Proof of Purchase: A valid proof of purchase (e.g., invoice or order number) is required.
Important Note for Furniture Items: Due to the nature of our products, we cannot accept returns for items that have been assembled, used, or damaged after delivery.
2. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are defective or damaged upon arrival:
- Mattresses & Bedding
- Custom-made or bespoke furniture
- Clearance or final sale items (as marked at the time of purchase)
3. Damaged or Defective Items
Your satisfaction is our priority. If your item arrives damaged, defective, or with a manufacturing fault, please contact us immediately.
- Reporting Time: You must report the issue within 48 hours of delivery.
- Evidence: Please provide clear photos or a video of the damage/defect.
- Resolution: We will arrange for a free inspection, repair, replacement, or collection and refund at our discretion.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.