THE HOME – Terms and Conditions

Quality Assurance

UAE Made Products Warranty (All-Inclusive Repair Warranty):

• Applicable to: Sofas, Upholstered Beds (Divan Base), and Fabric Wall Panels (Headboards), all crafted in the UAE
• Frame & Spring: 2 years
• Foam, Fabric, Mechanisms & Electricals: 6 months
• Note: Fabric types such as leather, PU, and PVC are not covered under warranty.

Mattress Warranty (All-Inclusive Repair Warranty):

• Cooltech Spring Mattress: Up to 10 years
• Foam & Medical Mattress: Up to 3 years
• Note: Warranty does not cover damages due to improper storage or incorrect installation, such as size mismatches between the mattress and bed base.
• A size variation of +-2cm in mattresses or toppers shall be considered within acceptable manufacturing tolerance.

• General repairs:  1 year
• Mechanical & electrical components: 6 months

• Improper use, excessive soiling, or staining.
• Incorrect assembly or installation by third-party suppliers.
• Placement outdoors or in humid environments.
• Water, alcohol, or other liquid damage.
• Improper cleaning methods.

Customer Responsibility

• Customers must ensure within 48 hours of placing the order that the product fits through all access points such as elevators, corridors, and staircases.
  Any required modifications should be made within this period to prevent delivery delays or extra charges.
• It is the customer’s responsibility to ensure clear and adequate access for delivery and to check for any restrictions on building access or timing.
• Customers are required to inspect fragile items (e.g., marble, glass) at the time of delivery and report any visible defects within 24 hours.

Return, Refund & Exchange Policy

• 90-Day Exchange Policy: If the mattress is not comfortable, it can be exchanged once with the same size mattress (standard sizes only). A delivery charge of AED 100 + VAT applies.
• Standard mattress sizes are: 120×200, 160×200, 180×200, 200×200.
• Any request for change in mattress size after order confirmation shall be subject to a deduction of 30% from the original order value while processing the refund or adjusting the amount against a new order.
• Any mattress submitted for return, exchange, or warranty claim must be clean, hygienic, and free from stains, odors, or damage.
• Accessories can be returned or exchanged within 7 days if unused, undamaged, and returned with the original receipt and packaging. A redelivery charge
  applies.
• Exchanges/refunds for damaged or defective items are only applicable if repair is not possible, at the sole discretion of the company.
• No exchanges or refunds will be accepted due to customer fault, change of mind, or disliking of the product after delivery.
• Furniture cannot be returned or exchanged after delivery.

General Terms & Conditions

• Made-to-order products cannot be canceled, returned, or exchanged.
• Third-party deliveries are non-returnable.
• The warranty applies to domestic use only and does not cover improper use, staining, damage from liquids, or incorrect cleaning methods.
• Store credits are valid for 12 months.
• “As-Is” products, showroom pieces, open mattresses, and unwrapped linen are non-returnable and non-exchangeable.
• Product colors, textures, and finishes may vary slightly due to screen settings or production batches.
• Customers are responsible for maintaining the product according to care instructions to keep it within warranty terms.
• Products may have a temporary scent resulting from the manufacturing and packaging process; this is considered safe and will naturally dissipate over time.
• Any damages during transit should be reported immediately with supporting evidence (photos, reports).
• Specific return packaging requirements must be followed, including original packaging and labeling.
• The warranty will be void if unauthorized personnel alter, misuse, or repair the product.
• THE HOME shall not be liable for any indirect, incidental, or consequential damages resulting from the use of its products.
• A non-refundable deposit is required for made-to-order items.
• Customers must inspect the product at the time of delivery and report any visible defects within 24 hours.
• THE HOME reserves the right to refuse returns if the product is misused or damaged post-delivery.
• Customers are responsible for proper assembly and maintenance as per the product manual.
• Normal Sagging, Softening, or Compression of Sofas resulting from regular usage, including frequent sitting over time, shall not beconsidered a manufacturing defect and is therefore not covered under warranty.
• Products that are relocated, shifted, or moved from the original delivery location shall not be covered under warranty.
• Any disputes shall be referred to arbitration in accordance with UAE law.

Delivery Policy

• Customers must prepare the delivery area in advance to avoid delays.
• Full payment is required 3 business days before the agreed delivery date; any delay will result in rescheduling to the next available slot.
• Free delivery and installation for orders above AED 1000 (VAT inclusive).

• Staircase delivery charges:
• • Up to 5 floors: Free
  • 6-15 floors: AED 200
  • Above 15 floors: Customer must arrange transport; delivery will be to the ground floor only.
• If delivery is missed two times, every subsequent rescheduling will incur a charge of AED 100 + VAT per attempt, or 3% of the invoice value, whichever is higher.
• The customer or their representative must be present during delivery.

Cancellation Policy

• Cancellations (except for made-to-order items) are allowed 3 days before delivery for a credit note.
• Cancellations requested within 24 hours of the scheduled delivery time will incur a 10% fee, inclusive of VAT.
• Refund processed through Tabby, Credit card, or Debit card payments shall be subject to a 3% cancellation and processing fee.
• Refund to credit cards or debit cards may take approximately 2 to 3 weeks to reflect in the customer’s account, subject to bank processing timelines.

Storage Policy

• Fully paid items are eligible for 60 days of free storage.
• Storage for partially paid items beyond the agreed delivery date cannot be guaranteed.
• Beyond 60 days, a 5% monthly storage fee applies.

Customer Care

• Hotline: 800-THE HOME (843 4663)
• Email: info@thehome.ae
• A home delivery charge of AED 100 applies for orders below AED 1000