Returns Policy

1. In short

• Faulty, damaged or wrong item? Tell us within 7 days of delivery. We will replace it or refund you, at our cost.
• Changed your mind? Standard, unused items in original packaging can be returned within 7 days of delivery. You pay the return delivery.
• Special-order or custom items cannot be returned unless faulty.
• Nothing here reduces your legal rights under UAE consumer protection law.

2. Check your order on delivery

Please check the goods against your delivery note when they arrive, ideally in front of the driver. If anything is visibly damaged or missing, write it on the delivery note and take photos. This helps us resolve claims with the carrier quickly. You can still report a problem later — just within the time limits below.

3. Faulty, damaged or incorrect goods

If goods arrive faulty, damaged, incomplete or not what you ordered, contact us within 7 days of delivery with your order number and clear photos. We will:

• arrange collection of the item, or ask you to send it back at our cost;
• replace it with the correct or a working item; or
• if we cannot replace it, or you prefer, refund the price you paid for it, including the original delivery charge.

If a fault only appears later, please still contact us. Your rights for defective goods under UAE law are not limited by the 7-day period above; the period is how quickly we ask you to report obvious problems so they can be verified.

4. Returns because you changed your mind

UAE law does not oblige a seller to accept change-of-mind returns, but we accept them on standard stock items when all of the following are true:

• you tell us within 7 days of delivery;
• the item is unused, uninstalled and in its original, undamaged packaging with all parts and fittings;
• it is a standard catalogue item, not a special order or custom item (see below); and
• you can show proof of purchase (order number or invoice).

You are responsible for the cost and risk of returning the goods to us. We inspect returns on arrival; if an item is not in a resaleable condition we may refuse the refund or deduct a reasonable amount for the loss in value.

5. Items we cannot take back

Unless they are faulty, we cannot accept returns of:

• special-order, made-to-measure, cut-to-size, custom-finish or non-stock items ordered specifically for you;
• items that have been installed, used, altered or damaged after delivery;
• items returned without their original packaging or with parts missing;
• items marked as final sale or clearance on your quotation or invoice.

We will tell you on the quotation if an item is a special order, so you know before you commit.

6. How to return something

1. Contact us by email at info@glassstore.ae or WhatsApp on +971 55 874 5144. Include your order number, what you are returning, why, and photos if it is a fault.
2. We will confirm whether the return is accepted and how to send or hand it back.
3. Pack the goods securely in their original packaging. Returns are accepted at our warehouse (No.21, Al Quoz Industrial Area 4, Dubai) by arrangement, or by a courier you choose. Please do not send anything back without our confirmation.

7. Refunds

Once we have received and inspected the returned goods we will confirm the outcome. Approved refunds are made within 14 days of that confirmation, in AED, by the same method you paid with where possible. For cash-on-delivery orders we refund by bank transfer to an account in your name, so we will ask for the details.

For change-of-mind returns we refund the price of the goods; the original delivery charge is refunded only if the return is because of our error.

8. Cancelling an order

You can cancel an order before it is dispatched by contacting us as soon as possible — we will refund anything you have paid. Once an order has been dispatched, or if it is a special order that we have already started sourcing or preparing for you, the returns rules above apply instead.

9. Trade and project customers

If you buy under a written quotation or project agreement, and it contains different return or cancellation terms, those terms apply to that order. Otherwise this policy applies. See also our Terms & Conditions.

10. Contact us