Customized Item Return Policy – Capital Star Furniture
At Capital Star Furniture, every customized item is made exclusively to your specifications with care and attention to detail. Therefore, customized products are not eligible for return or refund. If there’s an issue with your customized order, we will fix or repair the item to ensure it meets our quality standards — replacements or refunds do not apply.
Please note, if you have selected a custom color while keeping the same size and design, that product is still considered custom-made.
General Policy
We want every customer to be fully satisfied with their purchase. However, due to the nature of furniture customization, certain policies and limitations apply to ensure transparency and fairness.
We do not apply hidden fees or unexpected charges, but we do follow specific guidelines regarding product returns and cancellations.
Limitations
- Assembled products cannot be exchanged unless a manufacturing defect is confirmed by Capital Star Furniture.
- Returns will only be accepted if the product is in unused and original condition.
- Items that have scratches, stains, damages, drilling holes, or modifications are not eligible for return.
- Customers must inspect all items within 24 hours of delivery while maintaining the original packaging. Failure to do so releases Capital Star Furniture from liability for any damage or defects reported later.
Non-Refundable Purchases
The following items are not eligible for return or refund:
- Assembled or disassembled items
- Opened sofas, beds, or installed MDF furniture
- Used bedding (bed linens, duvets, pillows, mattress toppers, etc.)
- Mattresses or upholstered furniture without a law label
- Made-to-measure or customized items
- Products that have been altered, modified, or washed
- Capital Star Furniture gift cards
Capital Star Furniture reserves the right to refuse a return or exchange at any time and may request picture identification for verification.
Item Specifications
We regularly receive new batches of raw materials from our suppliers, which may cause slight variations in color, texture, or finishing. If multiple orders of the same item are placed at different times, please note that minor differences may occur due to updates in manufacturing technology or fabric batches.
Mode of Return & Refund
Refunds are processed via bank transfer within 7 working days after cancellation confirmation. If payment was made via credit card, the refund will be credited back to the same account. Please note that bank processing times may vary.
Order Cancellation
- Orders can be cancelled within 24 hours of placement (online or through a sales agent).
- Cancellations after 24 hours will incur bank charges (approximately 5%), deducted from the refund amount.
- Customized orders cannot be cancelled or refunded once production has begun.
Special Orders
All made-to-order or custom-built products are final sale and cannot be returned or exchanged.
Delivery & Pickup Charges
If a return is requested without a valid reason, the original delivery fee will be deducted. If the product was delivered with free shipping, a minimum pickup charge of AED 150 will apply.
Notification Period
Customers must report any issue within 24 hours of delivery. After this period, the order will not be eligible for return or complaint, and customized products remain non-returnable.
Refund Process
If your order’s delivery time is longer than what was initially confirmed by our team, you may cancel your order within 24 hours of placement. Upon cancellation, 95% of the total amount will be refunded within 7 working days, while 5% will be deducted as bank transaction fees.
Once an order has been shipped or dispatched, it cannot be cancelled. There is no cash back or refund on customized products.
Policy Updates
Capital Star Furniture reserves the right to amend or update this policy at any time. We encourage all customers to review our return and cancellation policy periodically for the latest information.