Last Updated: September 2026
Thank you for choosing Carpets Abu Dhabi for carpets, carpet tiles, rugs, and flooring solutions. We are committed to providing high-quality products and professional delivery and installation services. Please review the following Return & Refund Policy before placing an order.
1. Return & Refund Eligibility
- You may request a return or refund within 10 days of receiving your product, where the product is eligible for return.
- After 10 days from delivery, we generally cannot offer a refund or exchange.
- To be eligible for a return or refund, the product must:
- Be unused and not installed.
- Be in the same condition as delivered.
- Be in its original packaging, where applicable.
- Not show signs of damage, misuse, staining, cutting, alteration, or modification by the customer.
- We reserve the right to refuse returns that do not meet these eligibility requirements.
2. Custom, Cut-to-Size & Made-to-Order Products
Many of our carpet and flooring products may be supplied or prepared according to specific customer requirements.
The following products are non-refundable and non-returnable unless they are defective or supplied incorrectly by us:
- Custom-cut carpets
- Carpets prepared according to customer-provided measurements
- Made-to-order carpets
- Custom-size rugs
- Carpet tiles prepared specifically for a project
- Custom flooring materials
- Products specially ordered or sourced for a customer
- Installed carpets or flooring
Customers are strongly advised to confirm measurements, colors, patterns, textures, quantities, product specifications, and installation requirements before confirming an order.
Minor variations in carpet color, texture, pattern, pile appearance, or batch may occur and may not necessarily constitute a manufacturing defect.
3. How to Request a Return or Refund
To request a return or refund, please contact us directly:
Email: info@carpetsabudhabi.com
Phone / WhatsApp: +971-55-472-2980
Please provide:
- Order or invoice number
- Product name
- Quantity purchased
- Reason for the return or refund
- Clear photographs or videos, where applicable, especially for damaged, defective, or incorrect products
Our team will review your request and provide further instructions if the return is approved.
Products returned without prior authorization may not be accepted.
4. Return Shipping & Related Costs
Defective, Damaged, or Incorrect Products
If a product is confirmed to be defective, damaged before delivery, or incorrectly supplied due to our error, we may arrange a replacement, repair, or refund, depending on the circumstances.
Where applicable, we will cover reasonable return or replacement transportation costs caused by our error.
Change of Mind / Eligible Standard Products
For eligible standard, unused products, the customer is responsible for applicable return transportation or collection costs.
Products that have been cut, installed, altered, stained, damaged, or otherwise modified after delivery are generally not eligible for return.
5. Restocking Fee
Restocking Fee: AED 0.00
We do not charge a restocking fee for eligible returns.
However, applicable delivery, collection, installation, cutting, customization, or other service charges may be non-refundable where these services have already been performed.
6. Refund Process & Timeline
Once an approved returned product has been received and inspected:
- We will notify you by email or phone regarding the approval or rejection of your refund.
- If approved, the refund will normally be processed using the original payment method, where technically possible.
- Refunds typically take 10 to 15 business days to reflect in your account, depending on the payment provider, bank, or card issuer.
- Original delivery or installation charges are generally non-refundable unless the return is due to an error attributable to us.
7. Damaged or Defective Deliveries
If your carpet, rug, carpet tile, or flooring product arrives damaged or defective:
- Please inspect the product as soon as possible after delivery.
- Take clear photographs of the outer packaging, inner packaging, and affected product.
- Contact us within 48 hours of delivery at info@carpetsabudhabi.com or +971-55-472-2980.
- Do not install, cut, alter, or dispose of the affected product before our team has reviewed the issue.
After reviewing the issue, we may arrange an inspection, replacement, repair, or another appropriate resolution.
8. Order Cancellations
Standard Products
Standard or ready-stock orders may be cancelled within 24 hours of order confirmation, provided that processing, cutting, dispatch, delivery, or installation has not already started.
Custom & Made-to-Order Products
Once custom production, cutting, preparation, special ordering, or installation has started, cancellation requests may not be accepted.
If a cancellation is approved after certain services or preparations have already been completed, applicable costs may be deducted from the refundable amount.
9. Carpet Installation & Measurement
Where professional measurement or installation services are provided, customers should ensure that the agreed measurements, product selection, design, color, and installation requirements are confirmed before work begins.
Once carpet or flooring has been cut, fitted, installed, glued, stretched, or otherwise permanently modified, it generally cannot be returned due to a change of mind or customer preference.
Installation-related complaints should be reported to us promptly so that our team can inspect and address the issue where applicable.
10. Contact Information
For questions regarding this Return & Refund Policy, please contact us:
Company Name: Fixit Design Carpet and Curtains Trading L.L.C
Brand: Carpets Abu Dhabi
Website: carpetsabudhabi.com
Address: 4th St, Al Quoz 1 – Dubai, UAE
Phone / WhatsApp: +971-55-472-2980
Email: info@carpetsabudhabi.com