RETURN, REFUND & CANCELLATION POLICY
1. INTRODUCTION
This Return, Refund & Cancellation Policy applies to products and services supplied under the Velar Wood brand.
Velar Wood is a brand owned and operated by Jawharat Al Furqan Carpentry LLC, located in Sajja Industrial Area, Sharjah, United Arab Emirates.
This Policy should be read together with our Terms and Conditions, Delivery and Installation Policy, Warranty Policy, and any quotation, invoice, drawing, or specification approved for the relevant order.
Contact Information:
WhatsApp: +971 50 393 3791
Email: info@velarwood.com
2. DIFFERENCE BETWEEN STANDARD AND CUSTOM-MADE PRODUCTS
Return and cancellation conditions depend on whether the product is a standard product or a custom-made product.
A. Standard Product
A standard product is a ready-made or regularly stocked product that has not been manufactured, modified, coloured, branded, sized, or configured specifically for the customer.
B. Custom-Made Product
A custom-made product includes any product that is:
- Manufactured according to customer measurements;
- Made in a selected size, colour, material, or finish;
- Modified from its standard design;
- Made according to an approved drawing or reference image;
- Branded with a customer’s name, logo, or artwork;
- Manufactured for a particular site, appliance, or space; or
- Otherwise made or ordered specifically for the customer.
Most wardrobes, cabinets, kiosks, booths, counters, reception desks, gaming tables, joinery products, and other made-to-order items supplied by Velar Wood are custom-made products.
3. CANCELLATION WITHIN 24 HOURS
A customer may request cancellation within 24 hours after order confirmation.
Cancellation within this period will be accepted without a cancellation fee only where Velar Wood has not already:
a. Started production;
b. Ordered or purchased special or non-returnable materials;
c. Started CNC cutting, fabrication, painting, polishing, printing, upholstery, or branding;
d. Prepared customised drawings or technical work involving additional cost;
e. Reserved third-party services or transport involving a non-refundable charge; or
f. Incurred another non-recoverable project expense.
Where no such work or cost has begun, the eligible payment will be refunded.
Non-recoverable payment gateway charges, bank charges, transfer charges, or currency conversion costs may be deducted where permitted by applicable law.
4. CANCELLATION AFTER 24 HOURS
After 24 hours, or once procurement, production, cutting, painting, printing, fabrication, upholstery, branding, or customised design work has started, a custom-made order cannot normally be cancelled.
The 50% advance payment may become non-refundable to the extent that it covers:
- Design and technical work;
- Materials ordered or purchased;
- Materials already cut or processed;
- Labour and production costs;
- Reserved production capacity;
- Supplier or subcontractor charges;
- Payment-processing costs; and
- Other expenses already incurred or committed for the order.
If Velar Wood agrees to accept a late cancellation, any refund will be calculated after deducting the actual costs and commitments relating to the order.
Acceptance of a late cancellation is not guaranteed and must be confirmed in writing by an authorised Velar Wood representative.
This section does not limit any mandatory customer rights available under applicable law.
5. DESIGN CHANGES
Design or specification changes must be requested in writing.
Minor changes requested within 24 hours may be accepted without an additional charge where the requested changes do not affect:
- Material requirements;
- Product dimensions;
- Production work;
- Approved price;
- Delivery schedule; or
- Work already completed.
Additional charges and additional production time may apply where a requested change requires:
a. New or revised drawings;
b. Additional or replacement materials;
c. Changes to size, design, colour, finish, hardware, accessories, branding, electrical work, plumbing, or internal layout;
d. Recutting, repainting, reprinting, rebuilding, or refabrication; or
e. Changes to work that has already been approved or completed.
Velar Wood will communicate any material change in price or estimated completion time before proceeding with the revised work.
6. RETURNS OF STANDARD PRODUCTS
A customer may request the return of an eligible standard product within seven calendar days after delivery.
A change-of-mind return will be considered only if the product:
a. Has not been used;
b. Has not been assembled or installed;
c. Has not been damaged or modified;
d. Is complete with all parts and accessories;
e. Is in its original saleable condition; and
f. Is returned in its original packaging where applicable.
A return request does not become approved until Velar Wood has inspected the product or reviewed sufficient evidence of its condition.
Original delivery, installation, assembly, payment-processing, and collection charges are not normally refundable for a change-of-mind return.
The reasonable cost of collecting or transporting the returned product may be deducted from the refund.
Nothing in this section limits rights relating to defective, damaged, or incorrectly supplied products.
7. CUSTOM-MADE PRODUCTS
Custom-made and made-to-order products cannot normally be returned or refunded because the customer:
- Changed their mind;
- No longer needs the product;
- Changed the intended location;
- Ordered an incorrect size;
- Supplied incorrect measurements;
- Selected the wrong colour, material, finish, or layout;
- Did not obtain required site or authority approval;
- Cannot fit the product through available access; or
- No longer prefers the approved design.
This applies where the product has been manufactured according to the quotation, approved design, dimensions, materials, colour, finish, and specifications.
Custom-made products may still qualify for repair, correction, replacement, or another legally appropriate remedy where there is a verified manufacturing defect, defective workmanship, transit damage for which Velar Wood is responsible, or a material difference from the approved specification.
8. PRODUCTS THAT CANNOT BE RETURNED FOR CHANGE OF MIND
Subject to applicable law, the following cannot normally be returned because of a change of mind:
a. Custom-made or personalised products;
b. Products made according to customer measurements;
c. Products with customised colour, paint, polish, printing, logo, or branding;
d. Products that have been installed, fixed, drilled, assembled, or connected;
e. Products damaged after delivery;
f. Products modified or repaired by the customer or another party;
g. Clearance, sample, display, or final-sale products identified as such before purchase;
h. Materials ordered specially for the customer; and
i. Products that cannot be resold for hygiene, safety, condition, or customisation reasons.
A final-sale or non-returnable description does not remove any mandatory rights relating to a verified defect or incorrect supply.
9. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
The customer should inspect the product as soon as reasonably possible after delivery or installation.
If the product is visibly damaged, defective, incomplete, or materially different from the approved specification, the customer should notify Velar Wood promptly through WhatsApp or email.
The complaint should include:
a. Customer name;
b. Order, quotation, or invoice reference;
c. Delivery or installation date;
d. Clear description of the issue;
e. Photographs or videos showing the issue; and
f. Any other reasonably requested information.
Reporting an issue does not automatically establish that the product is defective. Velar Wood may inspect the product or request additional evidence before confirming the cause and appropriate remedy.
10. AVAILABLE REMEDIES
Where Velar Wood confirms a manufacturing defect, defective workmanship, incorrect supply, or another issue for which it is responsible, the available remedy may include:
- Adjustment;
- Repair;
- Replacement of the affected component;
- Completion of missing work;
- Remanufacture;
- Replacement of the product;
- Partial refund;
- Full refund; or
- Another appropriate remedy required by applicable law.
The remedy will depend on the nature, severity, and practical effect of the issue.
Where an issue can reasonably be corrected through adjustment, repair, or replacement of an affected component without materially reducing the agreed function or appearance, Velar Wood may first be given a reasonable opportunity to perform that correction, subject to applicable law.
11. MINOR VARIATIONS
The following will not normally qualify for return or refund where they are within reasonable manufacturing or material tolerances and do not materially affect the product’s intended function:
a. Natural variation in wood grain, texture, pattern, shade, or colour;
b. Minor differences between a screen image, photograph, render, sample, and the finished product;
c. Minor variation caused by lighting conditions or different material batches;
d. Normal handmade or production tolerances;
e. Minor alignment or adjustment requirements that can reasonably be corrected; and
f. Natural characteristics of wood, veneer, stone, fabric, metal, paint, laminate, acrylic, glass, or other selected materials.
This section does not apply where the variation amounts to a material failure to follow an approved specification.
12. CUSTOMER-SUPPLIED MEASUREMENTS AND INFORMATION
Velar Wood is not responsible for fitting or design problems caused by incorrect or incomplete measurements, dimensions, specifications, drawings, appliance details, or site information supplied by the customer or a third party.
Any correction, remake, transport, dismantling, or reinstallation required because of incorrect customer-supplied information may be charged separately.
Where Velar Wood made an error in its own confirmed measurement or failed to follow an approved specification, the issue will be reviewed for an appropriate remedy.
13. DAMAGE AFTER DELIVERY
A return, replacement, or refund may be refused where damage results from:
a. Misuse, negligence, impact, overloading, or accident;
b. Water leakage, excessive moisture, heat, direct sunlight, chemicals, fire, pests, or unsuitable environmental conditions;
c. Incorrect cleaning or maintenance;
d. Unauthorised repair, modification, relocation, dismantling, or installation;
e. Defective walls, floors, ceilings, plumbing, electrical work, waterproofing, or other site conditions;
f. Customer-supplied appliances, equipment, or materials;
g. Normal wear and tear; or
h. Failure to follow reasonable care or operating instructions.
This does not affect liability that cannot lawfully be excluded.
14. DELIVERY DAMAGE
Where Velar Wood or its appointed delivery provider is responsible for delivery, visible delivery damage should be reported as soon as reasonably possible.
The customer should avoid using, installing, modifying, or disposing of the affected product until Velar Wood has reviewed the matter.
Where the customer independently arranges collection, transport, freight, installation, or a third-party courier, responsibility for damage will be assessed according to when and how the damage occurred.
15. RETURN AUTHORISATION
Products must not be returned to our factory, delivery team, installer, or another location without prior approval.
Before returning a product, the customer must contact Velar Wood and obtain return instructions.
Unauthorised returns may be refused, particularly where:
- The product is custom-made;
- The product requires inspection at the installation site;
- The factory has not been informed;
- Safe handling arrangements are required; or
- The product arrives damaged because of unsuitable return transport.
16. RETURN TRANSPORTATION
For an approved change-of-mind return of a standard product, the customer will normally be responsible for return transportation and collection charges.
Where the product is confirmed to be defective, damaged during delivery for which Velar Wood is responsible, or incorrectly supplied, reasonable return or collection arrangements will be handled according to the circumstances and applicable law.
The customer must package and protect an approved return appropriately where return transportation is arranged by the customer.
17. REFUND CALCULATION
An approved refund may be reduced by amounts lawfully chargeable for:
a. Completed design or technical work;
b. Materials purchased, ordered, cut, or processed;
c. Production and labour already completed;
d. Non-returnable supplier or subcontractor charges;
e. Original delivery, installation, assembly, or collection charges for a change-of-mind return;
f. Damage or loss in value caused after delivery;
g. Missing parts or accessories;
h. Non-recoverable payment gateway, transfer, or currency conversion charges; and
i. Other reasonable and documented costs directly connected with the cancellation or return.
No deduction will be made where prohibited by applicable law.
18. REFUND METHOD AND PROCESSING TIME
Approved refunds will normally be issued to the original payment method where reasonably possible.
Where that method is unavailable, the customer may be asked to provide an alternative verified account in the same customer or company name.
After the refund has been approved and all required information or returned products have been received, Velar Wood will normally initiate the refund within 7 to 14 business days.
Banks, card providers, payment gateways, and international transfers may require additional processing time outside Velar Wood’s control.
Velar Wood will not request a customer’s PIN, one-time password, complete card security code, or online banking password to process a refund.
19. CASH REFUNDS
A payment made by card, online gateway, bank transfer, or digital wallet will not normally be refunded in cash.
Cash refunds, where applicable, require written approval and appropriate proof of payment and identity.
20. PROMOTIONS, DISCOUNTS, AND BUNDLED ORDERS
Where a refund relates to a discounted, promotional, or bundled order:
a. The refund will be based on the amount actually paid for the eligible returned item;
b. The value of any benefit, gift, or bundle discount may be recalculated if part of the order is returned; and
c. A free promotional item may need to be returned unused or its stated value may be deducted where legally permitted.
21. REFUSAL OF DELIVERY
Refusing delivery does not automatically cancel an order or create a right to a refund.
If the delivered product matches the confirmed order and the customer refuses delivery, additional transport, storage, redelivery, or handling charges may apply.
For custom-made products, refusal of delivery because of a change of mind does not make the product returnable.
This does not apply where refusal is reasonably based on visible serious damage, an incorrect product, or another legally valid reason.
22. FAILED OR DELAYED DELIVERY
A delay does not automatically create a right to a full refund, particularly where the delay results from:
- Customer-requested changes;
- Late approvals or payments;
- Inaccurate customer information;
- Site access restrictions;
- Customs or border procedures;
- Supplier or transport disruption;
- Government restrictions;
- Force majeure; or
- Another circumstance outside Velar Wood’s reasonable control.
Where Velar Wood cannot fulfil an order, the matter will be reviewed and the customer will be offered an appropriate solution, which may include a revised schedule, alternative product, credit, partial refund, or full refund depending on the circumstances and applicable law.
23. GCC AND INTERNATIONAL ORDERS
For products delivered outside the UAE:
a. Custom-made products remain subject to the custom-order restrictions in this Policy;
b. Original shipping and freight charges may be non-refundable unless the return results from an issue for which Velar Wood is responsible;
c. The customer may be responsible for return freight, export or import procedures, customs charges, taxes, clearance fees, storage fees, and insurance;
d. Velar Wood cannot guarantee that customs duties or destination-country taxes will be refunded by the relevant authority; and
e. Mandatory consumer rights in the destination country will remain applicable where they cannot legally be excluded.
Customers should contact Velar Wood before returning any cross-border order.
24. CHARGEBACKS AND PAYMENT DISPUTES
Customers should contact Velar Wood first so that payment, cancellation, defect, or delivery concerns can be reviewed promptly.
Submitting false information, claiming that an authorised payment was unauthorised, or retaining a product after obtaining an improper payment reversal may result in recovery action where legally permitted.
Nothing in this section restricts a customer’s lawful right to contact their bank, payment provider, consumer protection authority, or another competent authority.
25. HOW TO REQUEST A CANCELLATION, RETURN, OR REFUND
Requests must be submitted through:
WhatsApp: +971 50 393 3791
Email: info@velarwood.com
Please provide:
- Customer’s full name;
- Order, quotation, or invoice reference;
- Contact details;
- Reason for the request;
- Delivery or installation date, where applicable;
- Photographs or videos, where relevant; and
- Any supporting payment or order information reasonably required.
A request is not approved until Velar Wood confirms its decision in writing.
26. POLICY ABUSE
Velar Wood may refuse a return or refund request involving fraud, deliberate damage, false information, substituted products, missing components, payment abuse, or another unlawful act.
Such refusal will remain subject to applicable law and the customer’s mandatory legal rights.
27. CUSTOMER RIGHTS
Nothing in this Policy is intended to exclude or reduce any consumer right or remedy that cannot legally be excluded under applicable UAE law.
Where any provision of this Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.
28. CHANGES TO THIS POLICY
Velar Wood may update this Policy to reflect changes in law, payment systems, products, delivery arrangements, or company procedures.
The updated version will be published with a revised “Last Updated” date.
The policy applicable to a confirmed order will normally be the version in effect when that order was confirmed, unless a change is legally required or agreed with the customer.
29. CONTACT US
Velar Wood
Owned and operated by Jawharat Al Furqan Carpentry LLC
Sajja Industrial Area, Sharjah, United Arab Emirates
WhatsApp: +971 50 393 3791
Email: info@velarwood.com