Returns & Refunds

Returns & Refunds Policy

1. Overview

At HOMELVES, we strive to ensure customer satisfaction. If you are not satisfied with your purchase, you may request a return, exchange, or refund subject to the eligibility requirements and conditions set out below.

2. Return Eligibility

Before placing your order, we recommend reviewing the Return & Exchange policy section available on each product page.

2.1 General Conditions

To be eligible for a return:

• The return request must be submitted within the applicable return window.
• The product must be unused, undamaged, and in its original condition, unless the return is due to a reported defect or damage.
• The product must be kept in its original packaging with all accessories, parts, manuals, and other items supplied with it.
• Valid proof of purchase, such as an invoice or order confirmation, is required.
• The return must be approved by HOMELVES before the product is collected or returned.

2.2 Return Window

• Return requests must be submitted within 48 hours of delivery.
• Requests received after 48 hours will not be eligible for return, except where otherwise required by applicable law.
• The 48-hour return window does not override the product-specific eligibility and non-returnable conditions stated in this policy.

2.3 Return Approval

All return requests are subject to a Quality Check (QC) before approval.

Customers must provide clear photos and a video showing the product's condition, including any damage, defect, or other issue being reported. HOMELVES may request additional evidence or information where required.

Submitting a return request does not mean that the return has been approved. A return will only proceed after HOMELVES has reviewed the request and confirmed its approval.

2.4 Return Eligibility

Furniture Requiring Assembly/Installation

A customer may request a return within 48 hours of delivery only if the product has not been assembled or installed and otherwise meets the return conditions in this policy.

Once assembly or installation has started or been completed, the product is not eligible for a change-of-mind return.

After assembly or installation, a return, repair, replacement, or refund may only be considered where the product is confirmed to be damaged or defective.

Note - Unpacking large furniture items and placing them in the designated area is considered part of the installation scope. 

Pre-Assembled Furniture and Home Accessories

When a product is delivered already assembled, the customer must inspect the product at the time of delivery.

Any damage or defect identified after delivery must be reported within 48 hours and will be assessed by HOMELVES in accordance with the QC process.

Minor variations in colour, texture, wood grain, pattern, or finish that naturally occur due to materials or manufacturing are not considered defects.

2.5 Non-Returnable Items

The following products are not eligible for a change-of-mind return:

• Furniture that has been assembled or installed.
• Mattresses, bedding, soft furnishing and other hygiene-sensitive products once opened.
• Customized, personalized, or made-to-order products.
• Clearance or final-sale products.

This does not prevent a customer from reporting a product that was delivered damaged or defective, subject to inspection and approval by HOMELVES.

3. Inspection of Furniture at Delivery

Customers are expected to inspect furniture at the time of delivery or installation.

If visible damage or an issue is identified, the customer should notify the delivery or installation team immediately.

Any damage or defect discovered after delivery must be reported to HOMELVES within 48 hours of delivery and supported by the photos and video required under Section 2.3.

Acceptance of furniture at delivery does not prevent the customer from reporting a genuine damage or defect discovered within the applicable reporting period.

4. Return Process

To request a return:

• Contact HOMELVES within 48 hours of delivery.
• Provide your order details and reason for the return.
• Submit the required clear photos and video of the product.
• HOMELVES will review the request and confirm whether the return is approved.
• If approved, HOMELVES will arrange or provide instructions for collection of the product.
• The product will undergo a final inspection after it is received by HOMELVES.
• If the product passes the final inspection, the applicable refund will be processed.
• Returns must not be sent or handed over without prior approval from HOMELVES.

To request a return or schedule an approved pickup, contact HOMELVES at support@homelves.ae or through the contact form on the HOMELVES website.

Return Handover Conditions

For an approved return:

• The product must be securely packed in its original packaging.
• All accessories, parts, manuals, and other supplied items must be included.
• A pickup confirmation or receipt will be provided where applicable.

HOMELVES may reject a return if the product received does not match the condition shown during the QC review or does not meet the eligibility requirements of this policy.

5. Refund Policy

5.1 Final Inspection and Approval

• Approval of a return request does not automatically guarantee a refund.
• All returned products will undergo a final inspection after receipt by HOMELVES to confirm that:
• The returned product matches the approved return request.
• The product is in the required condition.
• All applicable accessories, parts, and packaging have been returned.
• There is no additional damage, misuse, or alteration that was not disclosed during the return request.
• Once the final inspection is completed and approved, the refund will be processed.
  

5.2 Refund Methods

5.3 Refund Timeline

Approved refunds are generally processed within 4–15 business days after final approval.

The time required for the refunded amount to appear in the customer's account may vary depending on the bank or payment provider.

6. Return Collection Fees

For eligible change-of-mind returns, the following collection fees apply:

• Home Accessories, Home Décor, and all eligible non-furniture items: AED 29 per return.
• Furniture With assembly requirement : AED 149 per return
• Furniture Without assembly requirement: AED 49 per return.

The applicable return collection fee will be deducted from the refund amount.

No return collection fee will be charged where HOMELVES confirms that the product was delivered damaged, defective, or incorrectly supplied.

Original delivery or other service charges are not refundable unless otherwise confirmed by HOMELVES or required by applicable law.

7. Damaged, Defective, or Incorrect Products

If a product is received damaged, defective, or different from the product ordered, the customer must:

• Report the issue within 48 hours of delivery; and
• Provide clear photos and a video showing the product and the reported issue.

HOMELVES will assess the request and, where the issue is confirmed, determine the appropriate resolution, which may include repair, replacement, exchange, or refund, depending on the circumstances.

Products must not be assembled, installed, altered, repaired, or further used after a visible damage or defect has been identified unless instructed by HOMELVES.

8. Cancellations

An order may be cancelled within 24 hours of placing the order, provided it has not yet been dispatched.

If an order has already been dispatched, it can no longer be cancelled. Any request to return the product after dispatch or delivery will be handled under this Returns & Refunds Policy and will be subject to the applicable eligibility requirements and return fees.

Customized or made-to-order products may not be cancelled once production or customization has started.

9. Exchange Policy

Exchanges are subject to product eligibility and availability and are not guaranteed.

Where a direct exchange is not available, the customer may return an eligible product in accordance with this policy and place a new order.

Any exchange involving a damaged or defective product is subject to HOMELVES' inspection and approval.

10. Contact Us

For returns, refunds, cancellations, or other support:

Email: support@homelves.ae
Phone: +971 4 397 0818

Customers should provide their order number and registered contact details when contacting HOMELVES to help us process the request efficiently.