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Refunds and Return Policy

Refunds Policy

  • Refunds for cancellations or approved returns will be processed within 10–14 business days of confirmation. You will be notified once your refund has been initiated.
  • Refunds will only be made to the original payment method used for purchase or via bank transfer, in line with UAE Central Bank regulations.
  • The time taken for the funds to reflect in your account depends on your issuing bank.
  • Bank or payment gateway charges, if applicable, are the responsibility of the Customer unless the refund is due to a verified defective or damaged product.

Returns and Exchnages

General Conditions for Returns
  • Customers must initiate a return request within 7 days of delivery by contacting us at online@bigtree-group.com or by phone at +971 4 3413334.
  • All returns must be pre-approved by BigTree and accompanied by a Return Authorization Number. Unauthorized returns will not be accepted and will be returned at the Customer’s expense.
  • Products must be unused, uninstalled, unaltered, undamaged and in their original packaging with proof of purchase.
  • No returns will be accepted on products that have been installed, altered, cut, treated, processed, or damaged after delivery.
  • Unless the return is due to a verified defect, damage, or incorrect supply, the Customer is responsible for return shipping costs.
  • Verified defective or damaged items will be exchanged within 10–14 business days of complaint approval. Customers must provide images or videos of the damage.
  • Returns may be subject to a restocking fee of up to 25% of the product’s net value, as well as handling, repackaging, storage, or repair charges.
  • Returned products must be received by BigTree within 30 days of return authorization. Products received after 30 days, or in a condition other than brand new, will not be accepted.

 

Custom & Made-to-Order Products
  • Products that are custom-sized, made-to-order, special order, or marked as final sale cannot be returned or refunded.
  • Deposits on made-to-order and custom products are non-refundable.
  • In the unlikely event of a defect, customers must notify BigTree within 7 days of delivery, providing images or video as evidence.

 

Represented Vendors
  • For products supplied by third-party vendors represented by BigTree, the vendor’s own return policy will apply. Customers may contact BigTree for assistance in coordinating such returns.

 

Color Fading, Shrinkage & Wear
      • Natural variations in color, texture, or finish are not considered defects.
      • Fabrics, leathers, wood and handmade goods are not guaranteed against fading, shrinkage, or normal wear due to sun exposure, atmospheric conditions, or handling.