Return Policy
OUR RETURN / PURCHASE POLICY
In the circumstance where you are not satisfied with the quality or condition of our Goods, you may return the Goods within 3 days for a full refund of the purchase price less return shipping cost as per weight and volume. Goods returned must not be damaged and in original condition and must be returned with original packaging, in an unmarked and unused condition, unassembled.
All shipping charges are non-refundable.
Only collected items from QUESERA’S WAREHOUSE can be returned by customers to the same warehouse for exchange or refund. (FOR UAE)
QUESERA delivery team will pick & return good from your location and there will be return shipping cost as per weight and volume of each product. (FOR UAE)
Upon receipt of the Goods and subject to the terms of this Agreement, a refund will be issued within 5-7 Business Days.
CREDIT MAY BE RETURNED TO YOU ONLY IN THE FOLLOWING WAYS:
As store credit in your QUESERA account, with no expiry date
As an exchange (as appropriate) for another item from QUESERA
As a refund to your credit card (not valid for cash on Delivery orders)
It’s the customer responsibility to maintain all the original packing materials. All Good(s), must be returned with / in their original packaging failing which the order isn’t eligible for return.
Upon request, our delivery team MAY assist to assemble the items on site. Should you require them to take with them the packaging materials after assembling, you will have given your acceptance of the goods delivered and shall then not be eligible for return.
All assembled items are not eligible for return.
It is the Customer’s responsibility to ensure that returned items are returned safely. QUESERA takes no responsibility for lost Goods and the Customer will be solely liable for the shipment cost of the return.
Sofas and dining tables are none refundable/exchangeable once they are out of packing.
Refunds will be done only through the Original Mode of Payment
DAMAGED & FAULTY RETURNS
Within 24 hours of receiving the products purchased, the product must be opened and checked by the customer (maintaining the original packing).
If any customer received a faulty or damaged item, QUESERA must be notified by official email to (SUPPORT@QUESERA.AE) upon receiving the goods and follow the correct returns policy as stipulated above.
As stipulated in the terms above, QUESERA must issue a return authorization, before customers are able to return the goods. Unauthorized returns will not be accepted.
As stipulated above, all returned products must be in their original condition and packaging, with all accessories. It should not be lost, changed, used or altered in any way, shape or form. It must also be unmarked and unassembled in any way.
Even if item is faulty or defected, packing must be maintained for return. QUESERA reserves the right to deduct 25% of the total product value if returned without packaging.
CUSTOM MADE AND PRE-ORDERED RETURNS
Customized products items cannot be refunded for change of mind or exchanged. It is the customers responsibility to make sure that ALL custom made orders are 100% what they want.
Pre-Orders are usually delivered in the period specified in the item title. Some delays are expected on few occasions due to shipping line route change or delays in custom clearance. If that happen, customer have the right to ask for canceling the order and get full refund without claiming any extra compensation for the delay.
CANCELLING YOUR ORDER
You are able to cancel your order if you decide that you no longer want to go through with your purchase and change your mind. All you have to do is let us know, and only if your goods have not already been dispatched, we will cancel your order and refund you.
Please note as stipulated above this does not apply to custom-made and pre-ordered items.
Your order MUST be cancelled before the dispatch of goods. If the items have been dispatched and left, the shipping fees WILL NOT be included in the refund.
In the event of a customer order, which involves a special item(s) being produced by our manufacturers, refunds are not available, if the item(s) are already in production.
ITEMS SPECS
We keep receiving new containers every months. New stocks from particular item may have very slight differences in colors or fixing technology from the previous patches.
If Customer placed 2 orders in 2 different periods for the same item. Customer should expect some slight differences in color or textures as manufacturing technology keeps developing.
Even if item is faulty or defected, packing must be maintained for return. QUESERA reserves the right to deduct 25% of the total product value if returned without packaging.