سياسة الاسترجاع
At Custom Cosa Furniture Trading FZE, customer satisfaction is our priority. We take great care in manufacturing, sourcing, and delivering premium furniture and interior products. Please read our Return & Refund Policy carefully before placing your order.
Return Eligibility
We offer collection for approved returns of eligible products within the United Arab Emirates.
Before placing your order, we recommend reviewing the product details and specifications carefully. Upon delivery, customers should inspect all items thoroughly and retain the original packaging until they are completely satisfied with their purchase.
Returns will only be accepted if:
- The item is unused and in its original condition.
- The item is returned with all original packaging, accessories, manuals, and documentation.
- The item has not been assembled, installed, altered, damaged, or modified after delivery.
- The return request is submitted within the applicable return period.
- The product qualifies for return under this policy.
Standard Product Returns
For standard, non-customized products, return requests may be submitted within 5 calendar days from the date of delivery.
Once the return request is approved, our team will arrange collection of the item from the original delivery address.
Products returned without their original packaging or in a condition different from that delivered may not be eligible for return approval.
Custom, Made-to-Order & Personalized Products
Most products offered by Custom Cosa Furniture Trading FZE are manufactured or customized specifically to customer requirements.
Accordingly, custom-made, made-to-order, personalized, modified, bespoke, or specially sourced products are non-returnable and non-refundable once production, customization, or procurement has commenced.
These products are produced exclusively for the customer and cannot be resold.
Exceptions may only be considered where the product:
- Arrives damaged during delivery.
- Contains a manufacturing defect.
- Differs materially from the approved quotation, design, or confirmed specifications.
Damaged, Defective or Incorrect Products
If you receive a damaged, defective, missing, or incorrect item, you must notify us within 3 calendar days of delivery.
To help us investigate the issue, please provide:
- Clear photographs and/or videos of the affected product.
- Photographs of the original packaging.
- A description of the issue.
- Your order number or invoice details.
Claims submitted after 3 days may still be reviewed at our discretion but cannot be guaranteed for approval.
Damage resulting from misuse, accidental impact, improper installation, negligence, incorrect maintenance, or normal wear and tear is not covered under this policy.
Collection & Return Process
Once a return request has been approved, collection will normally be arranged within 2–5 working days, depending on your location.
All returned products will undergo inspection at our warehouse before any refund, replacement, repair, or store credit is approved.
Approval of a return request does not automatically guarantee a refund.
Refund Timeline
Once the returned product has been inspected and approved, eligible refunds are generally processed within 3–7 working days.
Processing times may vary depending on your payment provider.
Credit Card, Debit Card & Digital Payments
Orders paid using:
- Credit Card
- Debit Card
- Apple Pay
- Google Pay
- Tabby
- Tamara
- Other approved online payment methods
will be refunded to the original payment method.
Please allow 7–14 business days for the refund to appear on your account, depending on your bank or payment provider.
Non-Returnable Items
The following products are not eligible for return or refund unless they are defective or damaged upon delivery:
- Custom-made furniture.
- Made-to-order products.
- Personalized or bespoke items.
- Products manufactured to customer specifications.
- Clearance, promotional, or final sale items (unless defective).
- Gift cards or digital products, where applicable.
Natural Material Variations
Many of our products are handcrafted using natural materials.
The following are considered natural characteristics and are not manufacturing defects:
- Natural wood grain patterns.
- Marble veining and texture.
- Travertine variations.
- Stone colour differences.
- Fabric texture and dye lot variations.
- Leather characteristics.
- Handmade finishing variations.
- Minor dimensional tolerances resulting from handcrafted manufacturing.
These natural variations make each product unique and are not grounds for return or refund.
Exclusions
Returns or refunds will not be accepted for:
- Damage caused after delivery.
- Improper installation by third parties.
- Misuse or abuse.
- Negligence.
- Water damage.
- Exposure to excessive heat or sunlight.
- Failure to follow care instructions.
- Products without original packaging.
- Minor cosmetic imperfections accepted within normal manufacturing tolerances.
Liability Disclaimer
To the maximum extent permitted under applicable UAE laws, Custom Cosa Furniture Trading FZE shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising from:
- Product installation.
- Product use or misuse.
- Transportation after delivery.
- Delayed installation by third parties.
- Customer handling.
- Business interruption or loss of profits.
Our total liability shall not exceed the purchase price paid for the affected product.
Investigation Requirements
For products requiring installation, including but not limited to wall-mounted furniture, mirrors, shelving units, wall panels, and decorative installations, we may request additional evidence during the investigation process, including:
- Front and rear photographs.
- Installation photographs.
- Images of mounting hardware.
- Images of the installation location.
- Videos demonstrating the reported issue.
- Any additional information reasonably required to complete our assessment.
Failure to provide sufficient information may delay or result in the rejection of the claim.
Order Cancellation
Orders for ready-stock products may be cancelled before dispatch, subject to confirmation by our Customer Support Team.
Orders for custom-made, made-to-order, or personalized products cannot be cancelled once production or procurement has commenced.
Where cancellation is approved after payment has been processed, any applicable payment gateway, banking, or administrative charges may be deducted from the refund.
Contact Us
For return requests, refund enquiries, damaged item reports, or general assistance, please contact us:
Custom Cosa Furniture Trading FZE
Email: support@customcosa.com
Website: customcosa.com
United Arab Emirates
For additional information, please also review our Privacy Policy, Terms & Conditions, Shipping Policy, and other policies available on our website.
