Refund policy
Version 2026-09-03 · Last updated 3 September 2026
1. Cancelling your order
Before production starts, you may cancel at any time and receive a full refund — there is no 24-hour cut-off, and it does not matter how long ago you ordered.
Once production has started we may still accept a cancellation. In that case we deduct only the actual, documented, non-recoverable costs already incurred on the work completed, and refund you the balance. We do not apply an arbitrary or punitive cancellation charge.
2. Changing colours, finishes or other options
We can often change a standard option after you order, provided the relevant irreversible production stage has not begun — for example final measurement, cutting timber, or applying fabric or veneer — and the option you now want was available as a published option for that product when you bought it.
Where we accept a change we charge the difference if the new option costs more, and refund or credit the difference if it costs less. We recalculate production and delivery timing where needed, and confirm the revised specification, price and timing to you in writing.
3. Change-of-mind returns
Produced-after-order products. Because each piece is manufactured to the specification you selected after you ordered, we do not accept a return simply because you have changed your mind. This restriction is limited to change of mind. It does not affect your rights where a product is defective, damaged, incorrectly supplied, misdescribed, or otherwise not what you ordered, and it does not affect your statutory rights.
Products held in stock. You may request a change-of-mind return within 24 hours of delivery, provided the product is unused, undamaged, in its original condition and, where reasonably applicable, in its original packaging. Returns are subject to inspection and prior approval.
Where we approve a stock-product change-of-mind return: no restocking fee applies; you pay the actual return transport cost unless a specific offer says otherwise; and once approved you must return the product, or make it available for collection, within three business days.
4. Damage, missing items and incorrect items
If your delivery arrives visibly damaged, incomplete or different from what you ordered, please contact Team@povellea.ae within 48 hours of delivery, with your order number, a description, and photographs or video.
This 48-hour request helps us investigate quickly. It is not a deadline that removes your rights. It is not a waiver, you do not lose your warranty by missing it, and a claim is not automatically rejected after 48 hours. Faults that are not visible on delivery are covered by your statutory rights and, where applicable, by our commercial warranty.
5. How we put things right
Where a problem is confirmed, our normal commercial workflow is to inspect the issue, then carry out a free repair where repair is appropriate, then replace where repair is impossible, unreasonable, unsuccessful or the fault recurs, and then refund where repair and replacement are unavailable or fail to bring the product into conformity.
This is our commercial process, not a limit on your rights. Where UAE consumer protection law gives you a stronger or earlier remedy, that law prevails and you may rely on it instead.
6. If the same fault comes back
You are not required to accept unlimited repeated repairs.
- First confirmed defect: free repair where repair is appropriate.
- If the same defect returns after repair, you may request complete replacement of the affected piece.
- If the same defect returns after that replacement, you may return the replacement and receive a refund of the amount paid for that piece.
Nothing in this process restricts an earlier or broader remedy required by UAE law.
7. Repair timeframes
After inspection we confirm the expected repair period to you in writing. A covered repair will not exceed 10 calendar days from the date we receive the item, or obtain the access needed for an on-site repair. Delay caused by your own availability is not counted.
If a covered repair is expected to exceed seven calendar days, we will write to you with the reason, the current status, a revised completion date, and a temporary alternative piece or another lawful arrangement agreed with you.
If a covered repair exceeds 10 calendar days for a reason attributable to us, you may reject the delayed repair and ask us to collect the affected piece and refund the amount you paid for it. This does not limit a stronger remedy available under UAE law.
8. Who pays, and when you are refunded
Where the return or remedy is caused by a manufacturing defect, an error by us, delivery damage, misdescription, non-conformity attributable to us, or a problem we cannot resolve: we pay the collection and return costs; no restocking fee applies; the refund is made to your original payment method; and an approved refund is processed within 7–14 business days of approval and, where applicable, collection. Your bank or payment provider may need additional time, which is outside our control.
9. Defect remedies and the commercial warranty are separate
The remedies in this policy are your rights when something is wrong with an order. Separately, every Povellea piece also carries a one-year commercial warranty that we give voluntarily. Its full terms are on our Warranty and Povellea Care page, which is the binding source. The two are independent: using one does not remove the other.
10. Custom design fees
The design fee for our custom design service is paid before design work starts.
If you go on to buy the product, that fee is credited towards the purchase on the terms in your written proposal. It is not redeemable for cash.
If no purchase is concluded, the fee becomes non-refundable once both the first meeting has taken place and work has begun on drawings, concepts or proposals. Before both of those have happened, it is refundable in full. A consultation or a quotation is not an order and does not commit you to buy.
The full terms are in section 11 of our Terms of Service and Sale.
11. Natural variation
Variation in wood grain, veneer, texture, weave and tone, and minor colour differences caused by photography, lighting or screen settings, are characteristics of the materials and are not defects. This does not cover the wrong material, a materially wrong colour or specification, damage, or poor workmanship.
Business details are in our Legal Notice.
Your consumer rights
Nothing in this policy reduces your statutory rights under UAE consumer protection law. Any term that purports to waive those rights is void.