Refund policy
** FOR DELIVERY TIMEFRAMES, DELIVERY CHARGES AND SHIPPING TERMS, PLEASE SEE OUR SHIPPING POLICY
Customer satisfaction is our highest aim, while we always push to bring you the best talent & accurate product display in the market, we care about your feedback & your over-all shopping experience on Walls Nation & the products of its partners.
That being said, we have placed the following Return/Refunds policy in place & a review system on products, please share your experience by submitting it through our Returns Center if a dispute arises.
Returns (Pre-Specified Specs / Listed Items)
Majority of the products on Walls Nation are produced On-Demand when an order is placed.
According to this model, we have crafted below returns policy that assures the most convenience for you as our valued customers while also protecting our manufacturing partners from misuse (For more information on how we operate, please check our About-Us Page).
To be eligible for a return, items must be unused and in the same condition that you received it. It must also be in its original packaging (If Applicable)
Cancelling A Placed Order (Prior Delivery)
You can cancel any order placed on our website within 24 Hours of placing it, for a full refund. After 24 Hours your order moves into production. Because production begins at that point, orders can no longer be cancelled or returned for a change of mind, and any cancellations after that window will exclusively be subject to below policies & return scenarios.
Policies & Return Scenarios (Post Delivery)
Below policies lasts 14 days. If 14 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange, but warranty will still apply, return delivery charges will apply if the product is not returned on-delivery.
Product Not Matching The Listing:
We offer hassle-free return for a product delivered not matching what is specified on the product page of the listing, please submit your request on our Returns Center to initiate a return, kindly note that if the returned item upon inspection is found to be matching the listed product, the refund request will be rejected or a resolution for exchange will be presented by reply on the request submitted.
Damaged Goods:
We approve refunds on the items received damaged or malfunctioned severely, we don’t charge return fee’s on severely damaged items, if it happens you received damaged goods, you can ask for an exchange delivered to you as soon as possible from the date of submitting your request on our Returns Center.
We will arrange the return for you, once we receive the product, we will inspect the cause of damage, depending on the severity of the damage, we will approve or reject a Refund or offer Complete Exchange of The Items (exchange is Exclusive in the scenarios of Delivery Caused Issues or Minor Damages)
Late Delivery:
We deliver according to the date set on your cart page while placing an order, if your order doesn’t have a delivery date set, we will deliver according to the delivery option you selected at checkout — Standard (30 days), Express (14 days) or VIP (7 days), each measured from order confirmation. If the delivery was delayed severely (more than 30 days beyond the option you selected) we will offer a full Store Credit Refund plus a compensation for the delay to be used with any future orders, you can submit & manage a cancellation for the order easily on our Returns Center.
Change of Mind:
Cancellations related to change of mind can be applied within 24 Hours of placing the order, before production begins, for a full refund. Once production has begun we are unable to accept a change-of-mind return; where we are able to help as a goodwill gesture, any refund can only be applied in the form of Store Credit Refund.
Product Did Not Fit / Wrong Dimensions:
Please note that all our products has clear specifications in terms of sizing on the listing, we highly recommend taking measurements at home/office prior placing your order on Walls Nation, if the dimensions listed are not suitable for your space, kindly request for Sizing Customization from our customer care prior placing your order. Return/Refund applies to such a scenario only in Store Credit.
Remote Area (Delivery Charges Refusal)
Within the United Arab Emirates, certain locations are classified as remote delivery areas (including but not limited to Ruwais and country border-line regions). Deliveries to such areas are subject to an additional AED 500 remote area surcharge. Delivery charges for destinations outside the United Arab Emirates are set out in our Shipping Policy.
Due to system limitations, Walls Nation is currently unable to automatically apply UAE remote-area delivery charges based on specific geographic zones at checkout. As a result, the UAE remote area surcharge may be communicated and requested after the order has been placed and prepared for dispatch.
By placing an order with Walls Nation, you acknowledge and accept the following:
- If your delivery address falls within a remote area, the AED 500 delivery surcharge must be settled prior to delivery.
- Refusal to pay the remote area delivery charge after order processing and preparation will be treated as a delivery refusal.
- In such cases, the order cannot be cancelled for a full monetary refund, as it would have already entered production and/or dispatch stage.
- Any approved refund will be issued strictly in the form of Store Credit only, in accordance with our standard return policy.
We strongly recommend confirming delivery eligibility and applicable charges with our customer care team prior to placing your order if you are located in or near remote areas.
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Returns (Customized Orders / Custom Specifications)
Customization is available on orders delivered within the United Arab Emirates only. Outside the United Arab Emirates, all orders are placed from our catalogue to pre-set specifications. Custom Made orders cannot be re-listed on the website or re-stocked, hence,
Please note that refunds are not applicable for any custom-made furniture orders, custom-made items are created according to the customer’s tailored specifications & cannot be refunded, kindly make sure you are certain of your requirements before placing a customized order with Walls Nation.
Damaged Custom Orders:
If your custom order arrived damaged, we do however offer a complete hassle-free exchange, we will schedule with you suitable time for return & process a newly made item as fast as possible + a goodwill credit of AED 300 (or the equivalent in your order currency) on your next order, Please submit your request on here on our Returns Center
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Exempt Goods
Several types of goods are exempt from being returned. Perishable goods such as flowers, plants, pillows, bed sheets, carpets & rugs cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards/Store Credit
- Clearance Products
- Editions Products (Non Returnable / Non Refundable)
To complete your return, we require a receipt or proof of purchase.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your card issuing bank, it may take some time before your refund is officially posted depending on each bank’s processing periods.
If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@wallsnation.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
International Delivery & Returns Policy:
Thank you for shopping with Walls Nation ! We want to ensure your complete satisfaction with your furniture purchase. Please review our return policy below, which applies to every destination outside the United Arab Emirates:
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Delivery Timeframe: Your delivery timeframe is the option you selected at checkout — Standard (30 days), Express (14 days) or VIP (7 days), measured from order confirmation. If there are any delays, we will notify you promptly.
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Returns: We accept returns under the following conditions:
- Damaged, Defective or Not-As-Ordered Items: If you receive an item that is damaged, defective, or does not match what you ordered, please contact our customer service within 14 days of delivery, quoting your order number and attaching photographs. We will arrange for a return and provide a replacement or refund.
- Incorrect Item: If you receive an item different from what you ordered, please contact our customer service within 14 days of delivery, quoting your order number and attaching photographs. We will arrange for a return and provide the correct item or refund.
- Change of Mind/Sizing Issue: Please make sure you take measurements & compare with the sizes on the listing, If you change your mind about the furniture purchase, we accept returns within 14 days from the delivery date. However, please note that shipping charges for the return will be borne by the customer. The returned item must be in its original condition, unused, and with all original packaging intact.
- Delayed Order Refund: If your order is delayed for more than 30 days, we apologize for the inconvenience caused. In such cases, we will offer you a refund of AED 500 (or the equivalent in your order currency) as compensation for the delay.
- Shipment Insurance: All our shipments are insured. If you do not receive your order within the specified timeframe or if the order is lost during transit, we will issue a full refund to the customer.
Please note:
- Refunds will be processed using the same payment method used during the purchase.
- Customized or made-to-order furniture items may have different return policies, for such conditions, please check the customized products policy above, which applies in every country we serve.
If you have any further questions or require assistance regarding our furniture product return policy, please contact our customer service team. We are here to help you!
