Returns and Refund Guidance

Return window

You may request a return within 30 days of the delivery date. Requests made after 30 days are handled under the manufacturer's warranty instead.

Condition of returned items

• The item must be unused, uninstalled and un-commissioned.
• Original packaging, manuals and accessories must be complete.
• The original tax invoice or delivery note must be available.

What cannot be returned

• Custom-fabricated stainless steel (tables, sinks, hoods, counters, shelving) built to your drawings or measurements.
• Special-order items brought in from the manufacturer specifically for your project.
• Equipment that has been installed, commissioned or connected to gas, water, drainage or power.
• Consumables, chemicals and hygiene items once the seal is broken.

Damaged or incorrect on arrival

Inspect the shipment before signing. Note any visible damage on the delivery note and report it to us with photographs within 48 hours of delivery. Items that arrive damaged, faulty or different from what was ordered are collected, replaced or refunded at our cost.

How to start a return

1. Contact our sales team on +971 6 543 4416 or [email protected] with your invoice or order reference.
2. Send photographs of the product and its packaging.
3. We confirm the return in writing and arrange collection or drop-off at one of our branches.
4. The item is inspected on arrival at our warehouse.

Refunds

Approved refunds are issued to the original payment method within 7–14 business days of the returned item passing inspection. Bank processing time is not included in that period.

Return shipping costs

Return shipping is the customer's responsibility for change-of-mind returns. Al Razana covers collection when the item is faulty, damaged in transit or was supplied incorrectly.

Warranty

Manufacturer warranty is separate from this return policy and continues to apply after the 30-day window. Warranty claims are handled through our service team with the original invoice.