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Shipping & Returns

Shipping Policy

Deliveries

Delivery in U.A.E. will be made to the address specified when you complete the order, At point of delivery, identity verification of the Consignee by sighting either an original labour card, passport, driving license, emirates ID Free zone ID to support consignee verification, will be required by our courier partners.

 

Please note that we do not do international shipping.

 

We use a variety of delivery methods, depending on the size of the product you order. Some products are delivered directly by our supplier and the supplier will contact you to arrange delivery.

 

Whilst we make considerable effort to deliver all your products within 48 working hours of the date of your order, we shall not be liable if we fail to do so in part or in full due to circumstances beyond our control. We shall contact you to let you know if we are having any problems getting a product to you within that time. Supplier delivered products for areas outside of main city limits that are classed as remote or semi remote may take up to 5 working days dependant on supplier schedules. (Contact Customer Support if further information is required)

Return & Exchange Policy

When you buy from OudHouse.ae we want you to be happy with your purchase. So if you need to return a product, get it exchanged or refunded, we want to make it as easy as possible.

 

Bought from OudHouse.ae

 

Here is everything you need to know:

 

Our refund policy 

 

If any of our products fall below the high standard you expect, we will happily refund or exchange it according to the terms and conditions set out below.

  • OudHouse.ae is unable to procure products: a reasonable time of 7-10 days from the date of authorization has to be given.

  • Products faulty on arrival and non repairable.

  • Products are lost in deliveries.

  • Product is not repairable.

  • Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Bundle offers or “Buy 1 Get 1 free” offers: In this case you will have to return all the items in this offer.

  • Refund settlement will take place once the returned product has been received back and a quality check has taken place, this procedure normally takes 4-5 days, then 2 business days to issue the refund. Please be aware that sometimes the refund will not show on your account until the next statement cycle is issued from your bank.

  • We will refund the delivery charge in full if the product received is faulty / damaged and you return all products of your order at the same time. If you choose to keep some of the products, we will retain the balance of the delivery charge that applies to the products you keep.

  • Please keep all items with their complete packaging and inside packaging intact if you intend to refund any items within the conditions set out. No exchange or refund will be considered without it.

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How to return a product?

All orders will be refunded if the product is received “Faulty / damaged” or within a 7 day period if the product is found to be Faulty (Exceptions apply see electrical returns) in such cases the product must be returned with all correct manuals, packaging intact and all correct cables that came with the product, if any of these are found to be incorrect then the refund will not be processed. (Contact customer services for courier uplift date)

 

After the 7 day window for refund of faulty products any product that becomes faulty after this period will be subject to the manufactures warranty, OudHouse.ae customer support can assist in directing you to a OUD HOUSE location so that after sales service with the supplier can be arranged. ( where applicable)

 

Any product past the initial period of refund as set out above and after the manufacturer warranty period will not be eligible for either refund or exchange.

 

Courier delivered products

If the product was delivered to your home or office by a courier, we can arrange a courier collection for its return. Call customer services (contact@oudhouse.ae) to arrange this. Please make sure courier collected products are well packaged for their return journey all outer packaging must be in the condition it was received in.

 

Supplier delivered and large products

Larger products or products delivered directly by one of our suppliers. To return these products sens e-mail (our customer services contact@oudhouse.ae). We'll arrange for the supplier to contact you to agree a suitable collection date.

 

How to exchange or replace a product

In case of an incident where a replacement product may be required again please contact the customer services team who will arrange this in line with the Terms & Conditions for replacement and/or faulty products.

 

Courier returns

Sens e-mail (customer services) on contact@oudhouse.ae to arrange a courier collection. If you paid by card, we will refund you on the same once the quality check has been carried out.

 

Charges and getting your refund

Returns are free of charge for dead received items. Charges will apply for items where you the customer change your mind after the product has been shipped.

 

Delivery charges

If you have told us you're going to return all of your order within seven working days of receiving it due to faulty products we will refund your delivery charge in full. If you're only returning some of the products, or all of the products but after the seven working day period, your delivery charge will not be refunded and further charges for uplift may apply.

 

Getting your refund

If a courier collects your returned product, your refund will be on the card you used to pay and will be as per the next billing cycle once we've received your returned product on OudHouse.ae approval. You must also return any free or discounted products bought together as part of a promotional offer. If the product does not fully comply with our policy, we reserve the right to charge a restocking fee.

 

Your Consumer rights

Nothing in our returns policy affects your consumer rights.

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