Refund and Return Policy

At Swiss Star Furniture, customer satisfaction is extremely important to us. We understand that sometimes a product may need to be returned, and we’re here to support you throughout the process. We keep our policy transparent, fair, and simple — with no hidden conditions.

1. Customized Item Return Policy

Customized and Made-to-Order products are specially manufactured as per customer requirements; therefore they are non-returnable and non-refundable. If you find any manufacturing defect in a customized product, we will repair or replace the item as required. If the selected size or design is correct and approved by you, the product cannot be returned or refunded.

Returns or refunds are not accepted for assembled products unless there is a valid manufacturing defect. The decision of Swiss Star Furniture will be final in evaluating such cases. Returns will be accepted only if the product is unused and in original condition. Products with scratches, stains, damages, drilling, or any modification cannot be returned.

All items must be opened and inspected by the customer within 24 hours of delivery. If this is not done, Swiss Star Furniture will not be responsible for defects or faults, and the order will be non-returnable.

2. Non-Returnable Purchases

• Assembled / disassembled items
• Opened Sofas, Beds, Installed MDF items, Wooden Furniture
• Used Bedding, Bed Linen, Duvets, Pillows and Pillow Tops
• Mattresses / Filled and upholstered goods without a quality issue
• Custom products or products made to order
• Products that have been altered, washed, or used
• Products missing original packaging, accessories or labels

We reserve the right to request proof (images, videos, invoice copies) before approving a return or exchange claim.

Please note: Fabric, color, texture or finishing may vary slightly due to lighting, material variations, and manufacturing processes.

Mode of Return

Refunds will be processed via bank transfer within 7 working days from the date the return is approved and product is received back in our warehouse. If payment was made using a credit/debit card, the refund will be returned to the same account. Processing duration may vary depending on the bank.

3. Mode of Cancellation

Order cancellation is only possible within 24 hours of placing the order or before the product is scheduled for delivery/production.
After 24 hours, cancellation charges will apply. If the product is already dispatched, cancellation will not be possible.

There are no cancellations on custom-made or special-order items once production has started.

4. Special Orders

Products made specifically to customer requirements such as custom size, custom fabric, color or design are non-returnable and non-exchangeable.

5. Delivery & Pickup Charges

If a return is approved for a valid reason, the original delivery charges will be deducted.
If delivery was free and you request a return, a minimum 300 AED pickup charge will apply.

6. Inform Us Within 24 Hours

Any issue or defect must be reported within 24 hours of delivery. After 24 hours, we cannot accept returns, exchanges, or refund claims. Customized items are strictly non-returnable.

7. Refund Process

If cancellation is approved, the refundable amount (after deduction of any applicable charges) will be transferred within 7 working days.
For cancellations processed within the first 24 hours, 95% of the purchase amount will be refunded, and 5% will be deducted toward bank/processing charges.

No cancellation or refund is possible once the order is shipped or delivered.

Important Note:

Swiss Star Furniture reserves the right to update, modify, or change this policy at any time without prior notice. Customers are requested to refer to this page regularly.

Need Help?

For more details or return requests, please contact our Support Team:

Email: swissstar30@gmail.com
Phone: +971-525690208