Refund policy

These Terms of Sale apply to any order placed through the Alsandian Platform for delivery within the United Arab Emirates. By confirming your purchase you agree to be bound by these Terms of Sale in addition to the Terms & Conditions of Use.

Placing an Order

To place an order, add the product(s) to your shopping cart, proceed to checkout, provide accurate billing and delivery information, choose a payment method, and confirm your order. After confirmation, you will receive an order acknowledgement by email or SMS. The acknowledgement is not an acceptance of your order — a binding contract of sale is formed only when we issue an order confirmation or when the product is dispatched, whichever is earlier.

Payment

We accept the following payment methods, subject to availability:

  • Visa, Mastercard and American Express credit and debit cards.
  • Apple Pay and Google Pay.
  • Cash on Delivery (COD), where offered, up to a maximum order value of AED
  • Bank transfer or instalment plans through partner banks (subject to bank approval)

Full payment is required before dispatch, except for COD orders. If we are unable to charge the amount due for any reason, your order will be cancelled. All transactions are processed via secure, PCI-DSS-compliant payment gateways. We do not store full credit card numbers on our servers.

Delivery

Delivery is available across the seven Emirates of the UAE. Estimated delivery times will be shown at checkout and depend on the product, location and stock availability. Delivery charges (if any) will be calculated and displayed at checkout. We will contact you to schedule a convenient delivery slot for large furniture items. You or an authorised person aged 21 or above must be present at the delivery address to receive and inspect the items. Risk in the goods passes to you on delivery.

Assembly Service

Some items require assembly. Where assembly is offered, the cost (if any) will be shown at checkout. Customers who choose to self-assemble are responsible for following the instructions provided. Damage caused by improper self-assembly is not covered under warranty.

Cancellations

You may cancel an order free of charge before it has been dispatched. Once dispatched, cancellation is treated as a return and is subject to the Returns policy above. Custom or made-to-order items cannot be cancelled once production has begun.

Warranty

Most furniture is covered by a manufacturer’s warranty against material and workmanship defects, with periods varying by category and brand (typically 12 to 24 months). Specific warranty information is available on each product page. Warranty does not cover damage caused by misuse, improper assembly, accidents, normal wear and tear, or exposure to extreme heat, humidity or sunlight.

Returns

We accept returns on eligible items within 30 days from the date of delivery.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • The item must be in its original packaging with all accessories included.
  • Proof of purchase is required.

Non-returnable items:

  • Custom-made or made-to-order furniture
  • Items that have been assembled or used
  • Clearance or final sale items (if applicable)

Return Process

To initiate a return, please contact our support team at info@alsandian.com with your order number and reason for return. Our team will provide return instructions.

Return Shipping

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
For large furniture items, return pickup charges may apply.

Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund at no additional cost. When there is a damaged or wrong item, the replacement of the damaged part will be provided within 21 days. If the damaged part cannot be provided, our company is obliged to Take back the product. Our company is primarily responsible for providing a replacement for any damaged or incorrect part received. If we are unable to do so, we are obligated to take the product back.

Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds will be processed within 5–10 business days.
  • Refunds will be issued to the original payment method.

Cancellations

Orders can be cancelled before dispatch free of charge. Once dispatched, cancellations will be treated as returns.

Consumer Rights

Nothing in these Terms of Sale limits your statutory rights as a consumer under UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.

Contact Us

For any return or refund queries, please contact:
Email: info@alsandian.com
Phone: 06 563 8551