الإرجاعات واسترداد الأموال

How to Cancel or Return an Item Purchased on Opel Home

Cancellation Due to Damage: If you receive a damaged or defective product, inform the delivery person immediately and report the issue by raising a ticket at our Help Center. The damage or defect will be assessed within 72 hours, and a solution will be provided. If Opel Home determines that the product is indeed damaged, it may be returned, replaced, or another corrective action may be taken as deemed appropriate.
Cancellation Due to Incorrect Product: If the product does not match the specifications of your original order, raise the issue immediately by submitting a ticket at the Help Center.
Cancellation Before Dispatch (Change of Mind): You can cancel your order for any product within 24 hours of placing it, and a refund will be credited to your Opel Home Wallet for the corresponding order. Cancellation at this stage is possible only if the product has not been shipped or is in the production or pre-production stage.
Change-of-Mind Return After Delivery: Change-of-mind returns are accepted within 72 hours (3 days) of delivery, provided the product has not been used or damaged. Raise a ticket at the Help Center within that window to request one.

Please note that you must submit any concern regarding damage, a defect or a change of mind within 72 hours of delivery. Requests submitted after this period will not be entertained. For fragile items, customers are requested to provide an unboxing video in case of damage or defect.

Who Pays for Return Transport

If the product is defective or damaged, Opel Home covers the cost of return or replacement transport.
For a change-of-mind return, the customer is responsible for the return delivery charge.

For further details, please contact our Customer Care or raise a ticket at the Help Center.

Return & Refund Policy

If you qualify for a refund, the following guidelines will apply:

The process for refunds or replacements will begin only after the pickup of all canceled items from your premises.
Once the products are received back at our warehouse, a refund will be initiated within 2-3 business days.
Refunds will be processed via bank transfer, cash, or the original payment method. Cash on Delivery and Card on Delivery orders are refunded as store credit.
Depending on the order, processing charges may be deducted.

Warranties

Our products come with a 12-month warranty that covers manufacturing and workmanship defects occurring during the warranty period, applicable to products purchased after February 25th, 2023. The warranty runs from the date of delivery and applies to items used under normal household conditions. It covers the wood, frame and manufacture of the product.

This warranty does not cover:

Fabric, colour, cushions, padding, or any other upholstery material.
Normal colour change, and any issue arising from regular use.
Normal wear and tear due to regular use.
Minor scratches, cuts, or damages caused by incorrect cleaning methods or accidents.
Damage resulting from improper installation or assembly by the customer.
Products that have been stored, assembled, installed, or used improperly.
Damage caused by continuous exposure to direct sunlight or water.
Natural expansion and contraction of solid wood due to climate changes.
Wood grain patterns, seasonal splits, or joint openings that occur naturally over time.
Non-standard dry cleaning procedures or harsh chemical usage.
Acceptable variations in dimensions (up to 2 inches) due to natural materials and manufacturing processes.
Unevenness of up to 5mm due to floor or surface levels.

Please note that if the product is moved from its original delivery location, the warranty will be considered void. Additionally, any repairs or installations performed by unauthorized third parties will also void the warranty.

Warranty Contact

For any warranty-related issues, please raise a ticket through the Help Center, and we will address your concerns promptly.

Delivery Information

We currently deliver within the United Arab Emirates only.
Our support and delivery team will coordinate with you to ensure a seamless installation process.
Free delivery applies only to the first delivery attempt at your shipping address. Additional charges will apply for subsequent delivery attempts.
In the absence of a service lift, delivery will only be made to the ground floor of your building.
Extra charges may apply for weekend or specific-time deliveries.
If your order reaches the nearest delivery center and you fail to accept the products, they will be held for 10 days. After this period, Opel Home may charge for extended storage of the items.

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