We want you to be completely satisfied with your purchase but understand that sometimes an item needs to be returned. No worries – we are here to help!
We’re pretty up front about our products and services, and will not surprise you with any hidden fees or costs. We do place a few limitations on our returns policy, but we think that they are fair.
Customized Item Return Policy
Customized Item Only problems are fixed here; items are neither returned nor refunded. In case you feel any defect in the product, we only fix that. If sizes are same and you get color customized also that product is customizable.
Returns will not be accepted in the case of assembled products unless there is a manufacturing defect. The decision of the EMPIRE STAR FURNITURE TRADING CO LLC will prevail in such matters. Returns will be accepted only when the product is in unused new condition. Products with scratches, stains, damages, drilling, or any other modifications cannot be returned.
All items must be opened and inspected by the customer within 24 hours from delivery of the products purchased. (The products should be in their original packing). If this is not done, EMPIRE STAR HOME FURNITURE TRADING CO LLC. will not be responsible for any defect or fault, and an order will not be returnable.
Non-Refundable Purchases
Assembled/ disassembled items
Opened Sofas, Beds, Installed MDF items/Furniture
Used Bedding: Bed Linen, Duvets, Pillows and Pillow Tops
Any mattress or Filled and upholstered goods without a law label
Custom products, namely products that have been made to order. Products having been altered, changed or washed
We reserve the right to deny any return or exchange and may request picture identification
Items Specification:
We are still receiving new containers of raw materials from our vendors every month. The new stocks for a particular item may vary with slight differences in colors or fixing.
If a customer had placed 2 orders in 2 different periods for the same item, he or she should expect some slight differences in color or textures since manufacturing technology is in continuous development.
Mode of Return:
The refunds shall be made to your bank transfer within 7 working days from the date of cancellation. Therefore, if one has used a credit card, then the amount will be credited to his account. Please do keep in mind this is a lengthier process.
Mode of Cancellation:
The cancellation of an order is only acceptable within 24 hours of placing any order online or by the sales agent. After that, bank charges will be deducted as per the amount. And there is no cash back on customized orders.
Special Orders:
Made to order products cannot be returned or exchanged.
Delivery and Pickup Charges:
The original delivery charge will be deducted in case of no valid reason for return. If the Shipping was free with the Product there will be a charge of Minimum 300 AED as a pickup charge.
Inform us within 24 hours:
We need to be informed within 24 hours after your product delivery. After 24 hours, we won’t be in a position to accept your return, and customizable item not returnable.
Refund process
Of course, it can be that the order has a longer delivery time than you had previously seen or discussed with you by our sales experts. In that case, obviously, cancellation of the order-in-whole or in part is possible. You can contact our customer service regarding this. They will cancel the order for you. Only within the first 24 hours after placing or confirming the order is the cancellation of the order possible. The 95% purchased amount will be back in your bank account within seven working days. 5% amount will be deducted for bank charges upon cancellation of order. No order may be cancelled once the order is shipped. There’s no cash back on the custom-made products or orders.
Note: EMPIRE STAR FURNITURE TRADING CO LLC reserves the right to change its policy at any given time if need be, and hence we request our visitor/customers check on our return policy from time to time.