Refund policy

 

How do I Cancel an item purchased on Wooden Twist?

• Orders can be canceled if they are not shipped within 24 hours only, by contacting us at help@woodentwist.ae or on +971503048466.
• Refunds will be issued in Wooden Twist Wallet which can be used in future orders and has no expiry.
• If customer want refund in bank account then additional 10% restocking fee will be charged. ( Because online transactions involve payment gateway & IT charges, so we recommend refund in Wooden Twist Wallet to avoid these charges)

Delivery:

Most of the products are delivered in 24 to 48 hours & if you have opted for Super Fast Delivery at checkout then it will be delivered in 30mins to 2 hours ( Super fast delivery is applicable in Dubai only only on prepaid orders)

Our products are shipped from our multiple warehouses in UAE, India & USA depending upon the product. Products from our warehouse in India will be delivered in UAE in max 60 days. All taxes and customs duty will be paid by us (Wooden Twist) and the customer doesn't need to pay anything extra at the time of delivery. 

Products from our UAE warehouse are delivered in 24 to 48 hours.

In case of the absence of a service lift the product will be delivered to the ground floor only. To arrange delivery by stairs there will be a labour charge depending upon the product and location which can be paid at the time of delivery.

For big furniture products we provide free assembly.

Return Policy

Returns During Delivery

• In case of damage/defects or wrong item please inform before our delivery team leaves your premises & we will replace it with a correct one without any additional cost.
• If you have changed your mind and want to return the product, you can reject them before our delivery team leaves your premises. We will issue your refund amount within 24 to 48 hours in your Wooden Twist wallet after deducting forward shipping fee of AED 20 (for order value of AED 100 or below), AED 35 (for order value from AED 101 to 499) or AED 150 ( for order value above AED 499)

Returns After Delivery

• In case of damage/defects or wrong item you can raise a return request within 24 hours & we will replace it with a correct one without any additional cost.
• If you have changed your mind and want to return the product, you can return it within 3 days. We will issue your refund amount within 24 to 48 hours after product is picked by our team and quality check is done. Refund will be only issued in your Wooden Twist wallet after deducting shipping fee of AED 40 (for order value of AED 100 or below), AED 70 (for order value from AED 101 to 499) or AED 300 ( for order value above AED 499)

We strive to provide exceptional service to all our customers. However, please note that refunds or exchanges will not be accepted for the following products:

• Cut fabrics
• All perfume items
• Custom-made orders
• Used goods or items accidentally damaged by the shopper
• All linens, mattresses, mattress accessories, and pillows
• Items tagged as "Best Price" or sold "As is"
• Products sold during special sale events such as Valentine sale, Ramadan Sale, Warehouse Clearance Sale are non returnable.

Disclaimer:

Accessories shown in the image are only for representation and are not part of the product.
Depending on your screen settings and resolution on your device there may be a slight variance in fabric color and wood polish of the image and actual product.
Wood grains will vary from product to product .
Furniture having intricate hand-painted details are individual unique pieces and may have slight distinctions and variance between the picture and actual product.
The Primary material is the main material used to manufacture the product and in addition to the primary material there might also be other type of materials used in the manufacturing of the product

Delivery Rejection & Demurrage Charges for Custom and Non-Returnable Items

For products that are non-returnable or customized as per the customer's request, if the customer refuses to accept delivery upon arrival, the following terms shall apply:

• We will hold the product in our warehouse free of charge for up to 7 calendar days from the original delivery date.

• From the 8th day onwards, a demurrage fee of AED 50 per day will be applicable for a maximum of 30 days.

• If the product is not collected or delivery is not accepted within 37 days (7 free days + 30 chargeable days), we reserve the right to dispose of the product at our discretion.

• In such cases, no refunds will be issued, and Wooden Twist will not be liable for any further claims related to the disposed product.

This clause is strictly applicable to all custom-made orders and products marked as non-returnable on our website.