Refund & Return Policy

Last Updated: 24 August 2026

At Molton Brown Carpenter, we want you to be satisfied with your furniture purchase. Because furniture can be large, heavy, assembled, customized, or made specifically for an individual order, certain return conditions apply.

This Refund & Return Policy applies to purchases made through moltonbrowncarpenter.com, unless a different written agreement has been provided for a particular order.

Nothing in this policy is intended to limit any mandatory rights or remedies available to consumers under applicable UAE law.

1. Return Period

For eligible standard, non-custom products, customers may request a return within 14 days of receiving the product, unless a different period is specifically stated on the product page, quotation, invoice, or order confirmation.

The return request should be submitted as soon as possible after identifying an issue.

2. Conditions for Change-of-Mind Returns

A standard product may generally be eligible for return where:

• The return request is made within the applicable return period.
• The product has not been used.
• The product has not been damaged, stained, modified, or misused.
• The product has not been improperly assembled or installed.
• The product remains in its original condition.
• Original packaging is retained where reasonably possible.
• All accessories, components, manuals, and accompanying items are returned.
• The product can be resold in its original condition.

All returns are subject to inspection.

We reserve the right to refuse a change-of-mind return where the product does not meet the applicable return conditions, subject always to mandatory consumer rights under UAE law.

3. Custom-Made and Made-to-Order Furniture

Furniture manufactured specifically according to a customer’s:

• Custom dimensions
• Custom design
• Custom colour
• Custom fabric
• Custom material
• Custom configuration
• Personal specifications
• Bespoke joinery requirements

may not be eligible for return or cancellation due to a change of mind once production has started.

Before production begins, customers should carefully review and confirm all dimensions, colours, materials, finishes, designs, and specifications.

This restriction does not remove any applicable legal rights relating to defective, damaged, incorrectly supplied, or materially non-conforming products.

4. Damaged Products on Delivery

Customers should inspect furniture as soon as reasonably possible after delivery.

If a product arrives visibly damaged, please:

1. Take clear photographs and/or videos of the damage.
2. Keep the original packaging where possible.
3. Contact us as soon as possible.
4. Provide your order number and photographs/videos showing the issue.

We will review the claim and determine the appropriate remedy, which may include repair, replacement, or refund depending on the circumstances and applicable law.

5. Defective or Incorrect Products

If a product is defective, materially different from what was ordered, or otherwise does not conform to the agreed specifications, please contact us promptly.

Depending on the circumstances and applicable UAE law, we may provide an appropriate remedy, which may include:

• Repair
• Replacement
• Refund
• Partial refund
• Another legally appropriate resolution

A customer should not attempt to repair, modify, dismantle, or permanently install a product with a suspected manufacturing defect before contacting us, unless necessary for safety.

6. Incorrect Measurements or Customer-Provided Information

For custom furniture, customers are responsible for providing accurate information where measurements or specifications are supplied by the customer.

This may include:

• Room dimensions
• Doorway measurements
• Staircase access
• Lift dimensions
• Wall dimensions
• Installation area
• Required clearances

Where we are responsible for measuring or verifying dimensions, the applicable agreed measurement process will apply.

7. Assembly and Installation

Where assembly or installation is provided by us, customers should ensure that the installation area is accessible and ready.

Where customers choose self-assembly or third-party installation, we may not be responsible for damage caused by:

• Incorrect assembly
• Incorrect installation
• Improper handling
• Modification
• Failure to follow instructions
• Use of unsuitable tools or materials

This does not affect any mandatory rights relating to defects or non-conforming products.

8. Non-Returnable or Restricted Items

Subject to applicable law, certain products may not be eligible for change-of-mind returns, including:

• Custom-made furniture
• Bespoke furniture
• Made-to-order items
• Products manufactured to customer specifications
• Products that have been assembled or installed
• Products that have been modified
• Products that have been damaged, stained, or used
• Products that cannot reasonably be returned to resalable condition

Any specific product-level return restriction will be communicated where applicable.

9. Return Request Process

To request a return, contact us with:

• Full name
• Order number
• Product name
• Date of delivery
• Reason for return
• Photographs/videos where relevant
• Any other information reasonably required to evaluate the request

Contact:

Email: [Your Business Email]
Phone/WhatsApp: [Your Phone/WhatsApp Number]

We will review the request and provide instructions where the return is approved.

Please do not send products back without receiving return instructions from us.

10. Return Collection

Where a return is approved, the return may be arranged through our delivery/collection service or another method communicated by us.

Depending on the reason for the return:

• Return/collection charges may apply to approved change-of-mind returns.
• We may bear reasonable return costs where the product is defective, damaged before delivery, or incorrectly supplied, subject to the circumstances.
• Additional handling, assembly, installation, or special collection costs may apply where permitted and where clearly communicated.

11. Refunds

Once an approved return is received and inspected, we will confirm whether the refund is approved.

Approved refunds will generally be processed using the original payment method where reasonably possible.

The time for the amount to appear in the customer’s account may depend on the payment provider, bank, card issuer, or other payment service.

Refunds will not be intentionally delayed beyond the period reasonably required to complete the applicable return, inspection, and payment process.

12. Delivery Charges

For a change-of-mind return, original delivery charges may be non-refundable where the applicable delivery service has already been provided, subject to applicable law.

Where the return is due to a confirmed defect, incorrect item, or other issue for which we are responsible, applicable delivery or return charges will be handled in accordance with the circumstances and applicable law.

13. Exchanges and Replacements

Where appropriate, we may offer:

• Replacement of the same product
• Replacement of a defective component
• Repair
• Exchange for another product
• Refund

Any price difference for an exchange will be communicated before the exchange is completed.

14. Promotional and Discounted Products

Promotional, sale, clearance, or discounted products may have specific return conditions.

Any special return restriction will be communicated on the product page, quotation, invoice, or order confirmation.

Mandatory consumer rights concerning defective or non-conforming goods remain unaffected.

15. Inspection

All returned products may be inspected before a refund, exchange, or other remedy is finalized.

Inspection may consider:

• Product condition
• Damage
• Usage
• Assembly
• Installation
• Missing components
• Original packaging
• Signs of modification
• Manufacturing defects
• Whether the product matches the original order

16. Consumer Rights

Nothing in this policy excludes, restricts, or replaces any consumer rights or remedies that cannot legally be excluded under applicable UAE law.

Where a product is defective, unsafe, materially non-conforming, or otherwise subject to a mandatory legal remedy, we will handle the matter in accordance with applicable law.

17. Changes to This Policy

We may update this Refund & Return Policy from time to time.

The latest version published on this Website will apply to purchases made after the effective date of the updated policy, subject to applicable law and any rights already arising from previous orders.

18. Contact Us

Business: Molton Brown Carpenter
Website: moltonbrowncarpenter.com
Email: moltonbrown.shj@gmail.com, info@moltonbrowncarpenter.com
Phone/WhatsApp: +971 54 724 3030
Business Address: Al Sajaa Industrial Area, Sharjah, United Arab Emirates