Refund policy

1. General Governing Principles

  1. This Return & Refund Policy ("Policy") governs all purchases of products (the "Products") executed through ashop.ae ("A SHOP", "we", "us" or "our").
  2. By placing an order, the customer ("Customer", "you" or "your") agrees to be bound by the terms set forth herein.
  3. This policy is read and interpreted in light of the other Policies and our standard terms and conditions.

2. Return Eligibility & Category Exclusions

  1. Notice & Return Request Window:
    1. Standard Return Window: The Customer must formally notify A SHOP and initiate a return request through the return-refund claim form ("Claim form") within five (5) calendar days from the confirmed delivery date. Download the Refund & Return Claim Form, complete it and send it to info@ashop.ae together with your proof of purchase.
    2. EU Statutory Right of Withdrawal: For orders dispatched to destinations within the European Union, Customers retain the statutory right to cancel or return their purchase within fourteen (14) calendar days from delivery without providing justification, subject to standard return condition criteria.
  2. A return shall only be approved provided all of the following conditions are satisfied:
    1. the Product remains unused, unworn, unassembled, unaltered, unwashed, and free from any wear, tear, or damage.
    2. the Product is fully enclosed in its complete original packaging (including wooden crates, branded boxes, dust bags, and protective foam) with all intact tags, security seals, certificate of authenticity and accessories attached.
    3. valid proof of purchase (original sales receipt, tax invoice, or order confirmation) is provided.
  3. Except for verified damaged or wrong-item delivery, the following Product categories are strictly non-returnable and non-refundable:
    1. customized, bespoke, personalized, or made-to-order Products.
    2. dinnerware sets, cutlery, crystal glassware, and kitchenware that have been unsealed, washed, or used for food or beverage service due to health and public hygiene protocols.
    3. partial Products' sets or incomplete Products' collections.
    4. pre-ordered goods once processing or production has commenced.
    5. sale, clearance, or promotional discounted items.
    6. showroom floor samples, display units, or items designated as 'Exhibition Samples'.
    7. perishable goods, personal care items, hazardous materials, and digital or physical gift cards.
    8. hardwired, installed, mounted, or altered electrical fixtures, sconces, and chandeliers.
    9. Products damaged post-delivery due to improper handling, assembly, dishwasher use, or customer misuse.
  4. Customer acknowledges that natural variations in glaze, hand-gilded elements, grain, shade, veining (in marble or natural stone), mouth-blown glass bubbles, or artisan metal patinas (including silver, brass, or copper oxidization post-unboxing) are inherent characteristics of luxury craftsmanship and do not constitute manufacturing defects.

3. Order Cancellations

  1. Orders canceled prior to warehouse dispatch are eligible for a full refund through the original payment method.
  2. Orders cannot be canceled once shipped or dispatched. If the Customer no longer wishes to retain the items, they must accept delivery and initiate the standard return process under Section 2.
  3. Orders for customized or pre-ordered goods cannot be canceled or refunded once production or processing has begun.

4. Damaged, Defective or Incorrect Shipments

  1. The Customer must inspect all shipments immediately upon arrival.
  2. If a Product arrives damaged, defective, or incorrect, the Customer must notify A SHOP at info@ashop.ae within 24 hours of receipt. The notification must include, in addition to the Claim form, a clear high-resolution photographic and/or video evidence showing:
    1. outer transit packaging or crate damage.
    2. specific Product defect or breakage.
    3. Product serial tags and certificate of authenticity (where applicable).
  3. Upon verification of a valid damaged or incorrect item claim, A SHOP will issue a full refund or replacement, covering all associated return freight and replacement delivery costs. Failure to report within 24 hours shall constitute unconditional acceptance of the shipment.

5. Shipping, Logistics & Heavy Freight Provisions

  1. Except for verified damaged or wrong-item claims under Section 4, the Customer is solely responsible for paying all return shipping and freight costs.
  2. Original shipping, white-glove assembly, and transit delivery fees incurred at the time of purchase are non-refundable.
  3. If a package is returned to A SHOP due to an incorrect/incomplete shipping address provided by the Customer or a refusal to accept delivery without authorization, all two-way shipping costs and handling fees will be deducted from any applicable refund.
  4. Heavy, fragile, or high-value freight (e.g., designer furniture, marble tables, crystal chandeliers) must be re-packed in their original custom timber crates and reinforced packaging to prevent transit breakage. Returns without original structural crating will be rejected.

6. White Glove Delivery & Specialized Installations

  1. For orders utilizing white-glove, uncrating, or on-site placement services, the Customer or authorized agent must inspect all Products and sign the Proof of Delivery (POD) release form prior to the departure of the assembly team.
  2. Signing the POD without written reservation shall constitute conclusive evidence that the Product was delivered complete, undamaged, and assembled in accordance with luxury standards. Cosmetic damage, scratches, or missing parts reported after the delivery team has departed will not qualify for return or replacement.
  3. Any claim regarding electrical malfunction must be established prior to physical installation. Once an electrical item has been hardwired or affixed to a structure, it shall be deemed accepted by the Customer, subject only to applicable manufacturer warranties.

7. Processing, Timelines & Settlement

  1. All returned items undergo a formal Quality Assurance (QA) inspection upon receipt at our warehouse. A SHOP will notify the Customer via email regarding the approval or rejection of the refund within fourteen (14) days upon receipt at our warehouse.
  2. Approved refunds will be automatically processed back to the Customer's original payment method within ten (10) business days of warehouse inspection approval.
  3. Financial institutions may require additional time to post transactions. If the approved refund is not reflected on your account after fifteen (15) business days, please contact customer support at info@ashop.ae.
  4. All refunds, reimbursements, or credit adjustments processed by A SHOP shall be executed exclusively in United Arab Emirates Dirhams (AED), regardless of the original currency used or selected by the Consumer at the time of transaction.
  5. Where an order was paid in a foreign currency via an international card, payment gateway, or banking institution, the refund amount converted to AED shall reflect the net price credited in AED at the time of purchase. A SHOP shall not be held liable for any variances, exchange rate fluctuations, foreign conversion surcharges, or foreign transaction fees imposed by the Consumer's issuing bank or payment processor.
  6. At the explicit written request of the Customer, approved refunds may be issued as non-transferable A SHOP Store Credit. Store credit settlements are issued within twenty-four (24) hours of QA approval, hold no cash value, and remain valid for twelve (12) months.
  7. Where a return is requested due to Customer change-of-mind or Customer's remorse, non-recoverable payment processing fees charged by merchant card gateways or Buy-Now-Pay-Later (BNPL) providers (including Stripe, Tabby, or Tamara) may be deducted from the net refund sum.
  8. For international shipments, local import duties, customs tariffs, VAT, and clearance fees paid to government authorities are non-refundable by A SHOP.

8. B2B, Fraud Prevention and Legal Reservation

  1. Purchases executed under commercial invoices, corporate accounts, or bulk trade agreements (for hospitality, restaurants, or interior design projects) are governed strictly by separate B2B Supply Contracts and are excluded from consumer retail return rights.
  2. Returned items that fail serial matching or show evidence of unauthorized component swapping will be rejected and reported to legal authorities.
  3. A SHOP reserves the right to reject return requests or deactivate accounts of Customers exhibiting systemic, abusive, or fraudulent return patterns (including "wardrobing" or temporary staging of decor items).
  4. Delivery timelines provided by A SHOP are estimates only. Unexpected shipping delays resulting from customs clearance procedures, port congestion, import holds, severe weather, or force majeure events do not entitle the Customer to cancel an order mid-transit or demand an immediate refund prior to completed physical delivery and formal inspection.