Return Policy

Return Policy

14-day returns

You have fourteen (14) days from the date you receive your order to return the Products (as defined in the Terms of Use) in its original condition with proof of purchase.

We will give you a refund, as long as your returned Products meets the terms and conditions described below.

This “good faith” returns policy is offered in addition to the rights you may have under the law. Nothing in this ‘Returns Policy’ is intended to affect any consumer rights that you may have under UAE law.

By original condition we mean:

  • You have kept all original packaging and labels in good condition and the Products can be resold at full price.
  • You have not used the Products.

How do I return my order?

  • If you want us to arrange a return for eligible Products, you may contact us through email at help@homesrus.ae, live chat on our website or online applications (“Platform”), or by calling our customer service on 800 RHOME (800-74663)
  • Our delivery service partner may take 3-5 business days to collect the Products from you. They will give you an acknowledgement receipt when they do.
  • Please note that if an incorrect Product is handed by you to our delivery service partner, we shall not be responsible for any loss/damage/theft caused to such incorrect Products while in transit or otherwise.
  • If you qualified for free shipping during the original order, you will not be charged for shipping during the return of that order.
  • If you choose the self-ship shipping option, eligible Products must be returned using a trackable shipping method. If you choose to return any Products to us, we will not be responsible for any loss or damage to them in transit and, for this reason if returned Products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.
  • We don’t offer exchanges where Products are not defective.
  • Please return your purchase in re-saleable condition in its original packaging with your original receipt. Please make sure that the Products are properly packed when you are returning it. Any Products returned without original receipt will be rejected. Please note, all Products’ packaging and certificates of authenticity, grading, and appraisal must be returned with the Products. Any Products that have been resized, damaged or otherwise altered after delivery will be rejected.
  • All Products are inspected when we get them back to determine whether they are in original condition or otherwise eligible for a refund.
  • If any or all the Products that were originally part of an order placed using a Gift Card or coupon code/offer are returned, then the Gift Card or coupon code/offer will no longer be applicable on the order. The benefit of the coupon/offer will also not be included in the refund. For example: If the Products returned are part of any free offer such as Buy 2 get 1 free or Buy 1 get 1 free, all the Products related to the offer have to be returned, as they have been purchased as part of a group offer.

Refunds

We will process your return and issue a refund with applicable deductions in accordance with our Refunds Policy.

What Products can’t be returned?

The following Products won’t be eligible for return / exchange / refund (unless faulty or not as described):

  • Products you received over 14 days ago.
  • Products that are not in their original condition.
  • Products that have been opened or unsealed (other than where necessary to inspect).
  • Products without original packaging or labels.
  • Products that have been used or damaged by you or are not in the same original condition as you received them.
  • Consumable Products which have been used or installed.
  • Products that fall under specific categories. For example, for hygiene reasons, no refund or exchange will be made on unwrapped bed linens, pillows and mattresses. sheets, comforters, duvet covers, memory foam, towels and bathrobes
  • Personalized Products which you requested to be designed on a custom made order request especially for you, such as custom ordered mattresses, bed linen, curtains.
  • Product(s) purchased by you which were on sale that are not defective in any way, or are tagged sold “as is”.
  • Damaged Products due to misuse or showing signs of wear and tear, even if they are still under warranty period.
  • Products that have been assembled, used, altered, or installed.

Please note that if you return Products that do not fall within the returns policy that is described above or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt.