Refunds for cancellations or approved returns will be processed within 10–14 business days of confirmation. You will be notified once your refund has been initiated.
Refunds will only be made to the original payment method used for purchase or via bank transfer, in line with UAE Central Bank regulations.
The time taken for the funds to reflect in your account depends on your issuing bank.
Bank or payment gateway charges, if applicable, are the responsibility of the Customer unless the refund is due to a verified defective or damaged product.
Returns and Exchnages
General Conditions for Returns
Customers must initiate a return request within 7 days of delivery by contacting us at [email protected] or by phone at +971 4 3413334.
All returns must be pre-approved by BigTree and accompanied by a Return Authorization Number. Unauthorized returns will not be accepted and will be returned at the Customer’s expense.
Products must be unused, uninstalled, unaltered, undamaged and in their original packaging with proof of purchase.
No returns will be accepted on products that have been installed, altered, cut, treated, processed, or damaged after delivery.
Unless the return is due to a verified defect, damage, or incorrect supply, the Customer is responsible for return shipping costs.
Verified defective or damaged items will be exchanged within 10–14 business days of complaint approval. Customers must provide images or videos of the damage.
Returns may be subject to a restocking fee of up to 25% of the product’s net value, as well as handling, repackaging, storage, or repair charges.
Returned products must be received by BigTree within 30 days of return authorization. Products received after 30 days, or in a condition other than brand new, will not be accepted.
Custom & Made-to-Order Products
Products that are custom-sized, made-to-order, special order, or marked as final sale cannot be returned or refunded.
Deposits on made-to-order and custom products are non-refundable.
In the unlikely event of a defect, customers must notify BigTree within 7 days of delivery, providing images or video as evidence.
Represented Vendors
For products supplied by third-party vendors represented by BigTree, the vendor’s own return policy will apply. Customers may contact BigTree for assistance in coordinating such returns.
Color Fading, Shrinkage & Wear
Natural variations in color, texture, or finish are not considered defects.
Fabrics, leathers, wood and handmade goods are not guaranteed against fading, shrinkage, or normal wear due to sun exposure, atmospheric conditions, or handling.
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