Returns & Refunds Policy

Luxury Casaa is a UAE-based furniture, home décor and lifestyle retail and e-commerce brand operated by Luxury Casa, the legally registered business entity in the United Arab Emirates.

Through luxurycasaa.com, we offer furniture, artificial trees and flowers, floral arrangements, pots and planters, flooring, lighting, outdoor living, home décor and other home and lifestyle products to customers across the UAE.

At Luxury Casaa, we aim to provide a clear and transparent returns and refunds process. This policy applies subject to applicable UAE consumer-protection laws and does not limit any mandatory consumer rights that cannot legally be excluded.

1. Return Eligibility

Most eligible products may be returned within 3 days from the date of delivery.

To qualify for a return, the product must generally:

• Be unused and in its original condition.
• Be returned with its original packaging, tags, accessories and components.
• Show no signs of use, installation, assembly, modification, alteration or customer-caused damage.
• Be accompanied by proof of purchase or the relevant order number.

Products that have been used, installed, assembled, modified, altered, damaged after delivery or returned without the required original packaging may not be eligible for return, except where required by applicable law.

2. Non-Returnable Items

The following products are generally not eligible for return or exchange:

• Customized or made-to-order products.
• Personalized products.
• Products manufactured, sourced or ordered specifically according to a customer's requirements.
• Products marked as Final Sale or non-returnable at the time of purchase.
• Products that have been installed, assembled, modified, altered or used.
• Products damaged due to misuse, improper handling or incorrect installation after delivery.

Where a product has specific return restrictions or conditions, these may also be stated on the individual product page.

This section does not remove any mandatory rights a customer may have under applicable UAE law in relation to defective, damaged, misdescribed or incorrectly supplied goods.

3. Damaged, Defective or Incorrect Products

We recommend inspecting your order as soon as reasonably possible after delivery.

If a product arrives damaged, defective or different from the product ordered, please contact our Customer Care team promptly and preferably within 24 hours of delivery.

Please provide:

• Your order number.
• Clear photographs or videos showing the issue.
• Photographs of the packaging where relevant.
• A brief description of the damage, defect or incorrect product.

Once the issue has been reviewed, Luxury Casaa will arrange an appropriate resolution depending on the product, circumstances and applicable law. This may include repair, replacement, exchange, refund or another appropriate remedy.

Where a product is confirmed to have arrived damaged, defective or incorrectly supplied, Luxury Casaa will cover the applicable return transportation cost where a return is required.

4. How to Request a Return

To request a return, contact our Customer Care team within the applicable return period:

Email: info.luxurycasaa@gmail.com
Phone: +971 54 732 9007
WhatsApp: +971 54 732 9007

Please provide your order number and the reason for the return.

Our team will review your request and provide the relevant return instructions where the product is eligible.

Please do not send a product back before receiving return instructions from Luxury Casaa.

Products should be securely repacked in their original packaging to help prevent damage during return transportation.

5. Return Shipping

If a product is confirmed to have arrived damaged, defective or incorrectly supplied, Luxury Casaa will cover the applicable return transportation cost.

For eligible returns requested for reasons other than damage, defect or incorrect supply, return transportation charges may be the responsibility of the customer.

Any applicable return transportation charge will be communicated before the return is arranged.

We recommend carefully reviewing product descriptions, dimensions, specifications, colours, materials and other relevant details before placing an order.

For furniture and oversized products, customers should also confirm that the product can safely pass through entrances, doors, corridors, elevators, stairways and other access points before ordering.

6. Refunds

Once an approved returned product has been received and inspected, Luxury Casaa will normally initiate the applicable refund within 2–3 working days.

Approved refunds will generally be issued to the original payment method, where possible.

After the refund has been initiated, your bank, card issuer or payment provider may require additional processing time before the amount appears in your account. This may commonly take approximately 5–7 working days, although actual timing depends on the relevant provider.

For orders paid using Tabby or Tamara, refunds will be processed through the applicable payment provider in accordance with that provider's procedures.

For orders originally paid through Cash on Delivery or POS/Card upon delivery, the available refund method will depend on the original transaction method and operational availability. Where the original payment method cannot reasonably receive a refund, Luxury Casaa will communicate the available refund method to the customer.

7. Order Cancellations

Customers may request cancellation within 12 hours of placing an order, provided the product has not already been processed, customized, prepared for dispatch or dispatched.

Cancellation requests are subject to the status and nature of the order and are not automatically guaranteed.

Once an order has been dispatched, the applicable return conditions in this policy will normally apply.

Customized, made-to-order or specially ordered products may not be eligible for cancellation once production, customization or procurement has begun.

Nothing in this section limits any cancellation or consumer rights that may be mandatory under applicable UAE law.

8. Exchanges

Eligible products may be considered for exchange subject to approval and product availability.

Customized, made-to-order, personalized, Final Sale, installed, assembled, modified or used products are generally not eligible for exchange unless an applicable legal right or confirmed product issue requires otherwise.

Where an exchange is approved:

• Any additional amount due for a higher-priced replacement product may need to be paid by the customer.
• Any approved difference relating to a lower-priced replacement product will be handled according to the applicable refund arrangement.
• Additional delivery or collection charges may apply where appropriate and will be communicated in advance.

9. Processing Times

Once Luxury Casaa receives an approved returned product, it will be inspected to confirm that it meets the applicable return conditions.

Where a refund is approved, Luxury Casaa will normally initiate it within 2–3 working days following successful inspection.

The time required for the funds to appear in the customer's account after initiation depends on the bank, card issuer or payment provider.

10. Contact Us

For return requests, refund enquiries or questions regarding this policy, please contact:

Luxury Casaa
Operated by Luxury Casa
United Arab Emirates

Email: info.luxurycasaa@gmail.com
Phone: +971 54 732 9007
WhatsApp: +971 54 732 9007

Customer Support Hours:
09:00 AM–09:00 PM UAE Time