Refund and returns policy

Last updated 14 October 2026. This page explains how to return something you bought from Ghaf & Grain, and how refunds work. It does not affect your rights under the UAE Consumer Protection Law (Federal Law No. 15 of 2020).

Returning an item

You can ask to return most items within 30 days of receiving them. Items should be unused, in their original packaging and with any tags still attached, unless they arrived faulty or damaged.

Items we cannot take back

For hygiene and safety reasons we cannot accept returns of opened perfumes, cosmetics and personal care products, food, underwear and swimwear, items made or personalised for you, and gift cards, unless they are faulty.

How to start a return

Open the link to your order in your confirmation email and choose Request a return, or email us at hello@ghafandgrain.example with your order number. We reply within 2 working days with what to do next. Please do not send items back before we confirm the return.

Faulty, damaged or wrong items

If an item arrives faulty or damaged, or is not what you ordered, contact us within 7 days of delivery at hello@ghafandgrain.example with your order number and, if you can, a photo. We will replace it or refund it in full, including the delivery charge.

Return delivery

When you return an item because you changed your mind, sending it back is at your cost unless we tell you otherwise. We pay for returning faulty or wrong items.

Refunds

Once we have received and checked a returned item, we refund it within 14 days, in the same way you paid: card and PayPal payments go back to the same card or account, and cash on delivery or bank transfer orders are refunded by bank transfer. Your bank may take a few more days to show the money. Delivery charges are refunded only when the whole order comes back because of our mistake.

Exchanges

For a different size or colour, return the item for a refund and place a new order, or write to us and we will help when stock allows.

Contact us

Questions about a return? Email hello@ghafandgrain.example or call +971 4 000 0000. Ghaf and Grain Furniture Trading LLC (demo), Warehouse 14, Street 8, Al Quoz Industrial Area 3, Dubai, United Arab Emirates.