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: 5 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 25 years
- Foam
& Medical Mattress: Up to 5 years
- Note: Warranty does not cover damages due to improper storage or
incorrect installation, such as size mismatches between the mattress and
bed base.
International & Metal Furniture
Warranty:
- General
repairs: 1 year
- Mechanical
& electrical components: 6 months
Warranty Exclusions: Warranty will be void if any of the
following conditions are found:
- 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.
- 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.
- 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.
- 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.
- Refunds
to credit/debit cards will incur a 3% service charge.
Storage Policy
- Fully
paid items are eligible for 30 days of free storage.
- Storage
for partially paid items beyond the agreed delivery date cannot be
guaranteed.
- Beyond
30 days, a 5% monthly storage fee applies.
Customer Care
- Hotline: 800-THE
HOME (843 4663)
- Email: customercare@thehome.ae
- A
home delivery charge of AED 100 applies for orders below AED 1000.