Returns and refund policy
OMBAI Returns and Refund Policy
We accept exchanges or returns for online and store purchase within 14 days of purchase, supported by proof of purchase. Items must be in perfect, unused condition and returned in their original packaging. For eligible returns, store credit will be issued, which is valid for 3 months, or you may choose to exchange the item for something else of the same value
No exchange, refund or credit note will be accepted on custom orders, pre-orders, goods purchased at a discounted price, used goods or damaged goods.
Items can be returned directly to our Al Quoz showroom located at Unit 97, Goshi Warehouses City, Al Quoz Industrial 3, Dubai or through our return pick-up service for a minimal charge of AED 290.
If you are willing to use our return pick-up service, you can initiate the return within 2-3 days from the date you receive your items. Simply contact our customer care team with your order details and reason for the return. We will arrange for the items to be picked up from your location within 2-3 working days of your request.
Due to hygiene and health considerations, we cannot accept returns or exchanges for bedding items, including sheets and duvet covers.
It is the customers' responsibility to make sure that they have acquired adequate approvals or permits for the delivery of their pieces in advance, along with the correct space for the delivery of your items, inclusive of ensuring the product will fit through all necessary doors and lifts.
Refunds
Refunds will only be provided for defective items if repair or replacement is not an option and only if items have been delivered faulty or incorrect. Items delivered faulty or incorrect need to be reported on the day of delivery to be eligible for refund. Once we receive the returned items at our warehouse, we will process your refund. If you made your purchase using a card, refunds will be credited back to the same card within 5-7 working days. Our aim is to process all refunds swiftly, typically within 2-3 working days after verification.
Delivery, shipping, and installation fees cannot be refunded. Gift Cards cannot be refunded or exchanged for cash equivalent.
Please note that each piece in our collection is handcrafted by skilled artisans, making it truly one-of-a-kind. Natural variations in color, joints, and surfaces are inherent to the design and are not considered faults.
Returning Damaged Items
Inspect your items carefully upon delivery. If any product is damaged or marked, it is crucial that you report the issue on the same day of delivery. To do this, please follow these steps:
- Document the Damage: Take clear photographs of the damaged item from multiple angles. Ensure that the photos capture the extent of the damage, including packaging if necessary.
- Contact Us: Reach out to our customer care team immediately with your order details, a description of the damage, and the photographic evidence you collected.
- Return the Item: You must return the damaged item in the original packaging it was received in. We will arrange for a pickup of the item within 2-3 working days after your return request is confirmed.
- Replacement or Refund: Once we receive the returned item at our warehouse, we will assess the damage. If the damage is verified, we will either send you a replacement or process a refund, depending on your preference.
Disclaimers
OMBAI disclaims any liability for special, incidental, or consequential damages. Our liability is limited to the purchase price of the affected products. For claims of damage due to misuse or incorrect installation, please provide clear photographic evidence to support your claim, as we reserve the right to deny requests lacking sufficient documentation.
For any questions or to initiate a return, please contact our customer service team at contact@ombai-living.com.