Thank you for choosing Carpets Abu Dhabi for carpets, carpet tiles, rugs, flooring solutions, and professional carpet installation services across the UAE.
This Return & Refund Policy explains when returns, exchanges, replacements, repairs, cancellations, and refunds may be available. Nothing in this policy is intended to limit or exclude any rights or remedies that consumers may have under applicable UAE consumer protection laws.
1. Standard Products – Returns & Refunds
For eligible standard, non-customized carpet products, you may request a return within 30 days of receiving the product, provided that:
- The product is unused and uninstalled.
- The product is in its original condition.
- The product is returned with its original packaging, where applicable.
- The product has not been damaged, altered, cut, stained, washed, or otherwise modified after delivery.
- The product is not custom-cut, custom-made, or otherwise customized for the customer.
Returns must be approved by Carpets Abu Dhabi before the product is sent back.
We reserve the right to inspect returned products before approving a refund or exchange.
2. Custom-Cut & Customized Carpets
Carpets that are cut, manufactured, measured, shaped, edged, or otherwise customized according to the customer’s measurements, specifications, colour, design, quantity, or other requirements are considered customized products.
Examples include:
- Custom-cut carpets
- Wall-to-wall carpets cut to specific room measurements
- Custom-sized carpet pieces
- Bespoke mosque carpets
- Customized office carpets
- Carpet runners made to specific dimensions
- Carpets with customized edging or finishing
- Products manufactured or prepared according to customer specifications
Because these products are specifically prepared or customized for the customer, change-of-mind returns or exchanges are generally not accepted once cutting, production, preparation, or installation has started.
However, customized products remain covered by applicable UAE consumer protection rights. If a product is defective, materially different from the agreed specifications, incorrectly supplied, or the installation is defective, we will assess the issue and provide an appropriate remedy in accordance with applicable law and the circumstances of the case. This may include repair, replacement, re-performance of the service, or refund where applicable.
Customers should carefully confirm carpet measurements, colour, design, material, quantity, and other specifications before approving a custom order.
3. Defective, Damaged or Incorrect Products
If you receive a carpet or related product that is:
- Defective;
- Damaged;
- Incomplete;
- Incorrectly supplied; or
- Materially different from the agreed description or specifications,
please contact us as soon as reasonably possible after discovering the issue.
Please provide:
- Order or invoice number;
- Product details;
- Description of the problem; and
- Clear photographs or videos where applicable.
We will inspect or assess the issue and determine the appropriate remedy in accordance with applicable UAE consumer protection requirements.
Where the issue is confirmed to be our responsibility, we will not charge the customer for reasonable costs associated with the applicable repair, replacement, or other approved remedy.
4. Carpet Installation Services
Carpet installation services are performed according to the approved order, measurements, carpet specifications, site conditions, and installation requirements.
If an installation defect is caused by our installation team, please contact us so that we can inspect the installation and, where appropriate, correct or re-perform the installation.
Installation services are not eligible for a change-of-mind refund after the service has been completed, except where applicable law provides otherwise or where the service was not properly performed.
5. Return Shipping & Collection
Defective, Damaged or Incorrect Products
Where a return or replacement is required because of a confirmed defect, damage, incorrect product, or error attributable to Carpets Abu Dhabi, we will arrange or cover reasonable return or collection costs, where applicable.
Change of Mind – Eligible Standard Products
For an eligible standard carpet product returned because of a change of mind or incorrect selection, the customer may be responsible for reasonable return shipping or collection costs.
Any applicable return charges will be communicated before the return is arranged.
6. Refunds
Once an eligible returned product has been received and inspected, we will notify you whether the return has been approved.
If a refund is approved, the refund will normally be processed using the original payment method.
Refund processing may take 10–15 business days after approval, depending on the payment provider, bank, or card issuer.
Where applicable, original delivery, collection, installation, cutting, or other service charges may be non-refundable, except where the refund is required because of our error, defective goods, or another circumstance requiring reimbursement under applicable UAE law.
7. Restocking Fee
Restocking Fee: AED 0.00
We do not charge a standard restocking fee for eligible returns.
Any reasonable return, collection, delivery, cutting, installation, or service charges applicable to a particular return will be disclosed to the customer before processing the return.
8. Order Cancellation
Customers may request cancellation of an order before cutting, customization, manufacturing, preparation, delivery, or installation has started.
Once cutting, customization, manufacturing, preparation, or installation has started, cancellation may not be possible for custom-made or custom-cut carpet products.
If cancellation is requested after work has started, we will assess the order and any applicable refund or charges in accordance with the order terms and applicable UAE law.
Nothing in this section limits statutory consumer rights.
9. Damaged Deliveries
If a carpet or product appears damaged at the time of delivery, please notify us as soon as possible and provide photographs of:
- The outer packaging;
- The inner packaging; and
- The damaged product.
Prompt notification helps us investigate and resolve delivery-related issues quickly.
Failure to notify us promptly does not, by itself, remove any rights or remedies that cannot lawfully be excluded under applicable UAE law.
10. Products Not Eligible for Change-of-Mind Returns
The following are generally not eligible for change-of-mind returns once cutting, production, customization, preparation, or installation has started:
- Custom-cut carpets
- Made-to-measure carpets
- Wall-to-wall carpets prepared to specific measurements
- Customized mosque carpets
- Customized office carpets
- Custom carpet runners
- Carpets with customized edging or finishing
- Products manufactured or customized according to customer measurements
- Products customized according to customer-selected colours, designs, materials, or specifications
- Completed carpet installation services
This does not affect rights relating to defective, damaged, incorrectly supplied, or improperly installed products or services.
11. How to Request a Return or Refund
To request a return, replacement, repair, cancellation, or refund, contact us using the details below.
Please provide:
- Order or invoice number;
- Product or service name;
- Date of purchase/delivery;
- Reason for the request; and
- Photos or videos where relevant.
Do not send a product back without receiving return instructions from us.
12. Contact Us
Fixit Design Carpet and Curtains Trading L.L.C
Brand: Carpets Abu Dhabi
Website: https://carpetsabudhabi.com/
Address: 4th St, Al Quoz 1 – Dubai, UAE
Phone / WhatsApp: +971-55-472-2980
Email: info@carpetsabudhabi.com
For return, refund, replacement, repair, installation, or cancellation inquiries, please contact us using the details above.
We aim to handle all return, refund, replacement, and service requests fairly and in accordance with applicable UAE laws and regulations.
13. Policy Updates
We may update this Return & Refund Policy from time to time to reflect changes in our business practices or applicable laws and regulations.
The latest version published on this page will apply to future orders.