Returns Policy

1. WHAT IF I’M NOT SATISFIED WITH MY PURCHASE?
We want you to be happy with your order. If you're not satisfied for any reason, simply complete our returns form to begin the process.

2. CAN I CANCEL MY ORDER?
If your order has already been processed, cancellation will be handled as a return. Items must be returned in their original condition and packaging within 21 days of the delivery confirmation date.

3. WHICH ITEMS ARE NON-RETURNABLE?
The following items are not eligible for return:

• Wall art
• Furniture
• Customized items
• Pre-orders
• Sale items

4. HOW CAN I RETURN AN ITEM?
Complete the returns form and follow the provided instructions. You will be guided step-by-step, and we will arrange a pick-up or provide shipping guidance depending on your location.

5. HOW MUCH DOES IT COST TO RETURN AN ITEM?

• Returns within the UAE are free of charge. However, please note that any original delivery fees (such as 2–4 hour or same-day delivery) are non-refundable.
  
• Returns for international orders are not free of charge. Please note that any shipping fees that may apply are non-refundable. Customers are responsible for covering all return shipping costs and any applicable credit card processing fees.
  

Once your return request is submitted, we will provide you with detailed return instructions based on your location.

6. CAN I CANCEL MY RETURN REQUEST?
Yes, you can cancel your request by contacting us before the pick-up is arranged or processed.

7. DO YOU OFFER PRODUCT EXCHANGES?
We do not currently offer general exchanges. If you wish to replace an item, please follow the standard return process. Once your return is approved, you may place a new order for the replacement item.

8. I RECEIVED A GIFT PURCHASED FROM YOUR WEBSITE — CAN I RETURN IT?
Yes, but refunds are not issued for gifts. You may return the item in its original condition and packaging, and once inspected and approved, we will issue store credit to your account. Please email sales@kashidadesign.com with the gift details. You must have an account with us, and the original purchaser will not be notified.

9. HOW LONG DOES IT TAKE TO RECEIVE MY REFUND?
Once we receive and inspect your return (usually within 5 working days of receipt), your refund or store credit will be processed based on your payment method:

• Original Payment Method: Your bank or payment provider will process the refund within 7–14 working days.
• Cash on Delivery Orders: Refunds will be issued as store credit within 2–3 working days, and a code will be shared with you via email.
• Store Credit: Your credit will be refunded to your account on our website within 2–3 working days, and a code will be shared with you via email.

10. CAN I GET A CASH REFUND FOR A CASH ON DELIVERY (COD) ORDER?
No, refunds for COD purchases will be issued as store credit.

11. WHAT SHOULD I DO IF MY ITEM ARRIVES DAMAGED?
Notify us within 24 hours of delivery and submit clear photographs of the damage. We will either ship a replacement (if available) or issue a refund/store credit.

12. WHAT IF I RECEIVE THE WRONG ITEM?
Please contact us within 24 hours of delivery with photos of the incorrect item. We will send you the correct item or provide a refund/store credit if it’s out of stock. Return instructions for the incorrect item will be provided.

13. CAN I RETURN AN ITEM THAT I DAMAGED OR MISHANDLED?
Unfortunately, we do not accept returns for items damaged due to misuse or mishandling. Our handcrafted products require gentle care—please follow cleaning and maintenance guidelines carefully.

14. ARE GIFT CARDS REFUNDABLE?
Gift cards are non-refundable and cannot be exchanged for cash. Orders purchased using a gift card are also non-refundable. However, if an eligible return is approved, the amount will be issued as store credit to your account.