At Aurelis Grande, customer satisfaction is important to us. We carefully select every product in our collection and strive to ensure that each order meets your expectations.
This Returns & Refund Policy explains the conditions under which products may be returned, exchanged, or refunded.
1. Return Eligibility
If you are not completely satisfied with your purchase, you may request a return, subject to the conditions outlined below.
To be eligible for a return, products must:
- Be returned within 14 calendar days from the date of delivery.
- Be unused and in their original condition.
- Include all original packaging, accessories, manuals, and documentation.
- Show no signs of installation, assembly, misuse, or damage caused after delivery.
Returns that do not meet these conditions may not be accepted.
2. Non-Returnable Items
For hygiene, safety, or business reasons, the following items cannot be returned unless they are defective or delivered incorrectly:
- Custom-made or made-to-order products.
- Products manufactured or modified to customer specifications.
- Clearance or final sale items.
- Products damaged after delivery due to misuse, improper handling, or normal wear and tear.
3. Damaged or Incorrect Products
If your order arrives damaged, defective, or incorrect, please notify us as soon as possible after delivery.
To help us resolve the issue promptly, please provide:
- Your order number.
- A description of the issue.
- Clear photographs showing the damage or incorrect item.
Once your request has been reviewed, we will determine the most appropriate solution, which may include:
- Replacement of the product.
- Repair (where applicable).
- Partial refund.
- Full refund.
Each case is assessed individually.
4. Return Process
To request a return, please contact our customer support team before sending any products back.
Your request should include:
- Full name.
- Order number.
- Contact information.
- Reason for the return.
Once approved, we will provide instructions regarding the return process.
Products should not be returned without prior authorization.
5. Refunds
Once the returned product has been received and inspected, we will notify you of the outcome of your return request.
If approved, your refund will be processed using the same payment method used for the original purchase.
As all online payments are processed through PayPal, refunds will also be issued via PayPal, subject to PayPal’s processing times and policies.
Please note that payment processing times may vary depending on PayPal and your financial institution.
6. Return Shipping Costs
Unless the return is due to:
- a damaged product,
- an incorrect product,
- or an error on our part,
customers are responsible for any return shipping costs.
Original delivery charges are generally non-refundable unless otherwise required by applicable law.
7. Order Cancellations
Orders may be cancelled before they have been dispatched.
If an order has already been prepared for shipment or dispatched, cancellation may no longer be possible.
If cancellation is approved after payment has been processed, any applicable refund will be issued through PayPal.
8. Warranty Claims
Certain products may be covered by a manufacturer’s warranty or a warranty provided by Aurelis Grande.
Warranty coverage does not apply to:
- Normal wear and tear.
- Damage caused by improper use.
- Improper assembly or installation by the customer or third parties.
- Accidental damage.
- Exposure to unsuitable environmental conditions.
- Lack of proper maintenance.
Where applicable, warranty claims will be assessed individually.
9. Limitation of Liability
Aurelis Grande shall not be liable for indirect, incidental, or consequential losses arising from the use or inability to use our products, except where such limitation is prohibited by applicable law.
Nothing in this Policy limits any mandatory consumer rights available under the laws of the United Arab Emirates.
10. Contact Us
If you have any questions regarding returns, refunds, or warranty claims, please contact us.
Aurelis Grande
Dubai, United Arab Emirates
Email: info@aurelisgrande.com
Phone: +971 58 520 3007
Our Commitment
At Aurelis Grande , we believe that exceptional service extends beyond the moment of purchase.
If you experience any issue with your order, our team will work with you to find a fair and practical solution. We value long-term relationships with our customers and are committed to delivering not only premium outdoor furniture, but also a professional and reliable customer experience.