Refund policy
Refund & Returns Policy
Overview
At Dune & Pine, every product is crafted with exceptional care and attention to detail. As most of our products are made-to-order and manufactured exclusively for each customer, we encourage you to review all product details carefully before placing your order.
This policy explains our return, refund, cancellation, and warranty terms. By placing an order on dunepine.com, you agree to the terms outlined below.
Made-to-Order Furniture
All sofas, L-shaped sofas, U-shaped sofas, sofa beds, armchairs, divan beds, upholstered beds, hydraulic storage beds, kids' beds, bunk beds, day beds, headboards, ottomans, benches, and all other custom furniture are handcrafted exclusively upon order confirmation.
Each piece is manufactured according to your selected size, design, fabric, colour, finish, and specifications and undergoes a thorough quality inspection before dispatch.
As these products are custom-made specifically for you, all sales are final. Once an order has been confirmed, made-to-order furniture cannot be cancelled, returned, exchanged, replaced, or refunded.
This policy applies regardless of:
- Change of mind.
- Comfort or seating preference.
- Colour or fabric tone variations due to screen settings, photography, or lighting.
- Personal preference after delivery.
- Incorrect measurements or specifications provided by the customer.
Mattress Policy
Every Dune & Pine mattress is manufactured exclusively upon order confirmation.
Due to hygiene standards and the made-to-order nature of our mattresses, all mattress sales are final.
Mattresses cannot be cancelled, returned, exchanged, or refunded once an order has been confirmed.
Please ensure you select the correct mattress size and specifications before placing your order. Our team is always happy to assist you before your purchase.
All Dune & Pine mattresses are covered by a 1 to 5 Years Limited Manufacturing Warranty against verified manufacturing defects, including:
- Manufacturing-related stitching defects.
- Spring failure or deformation caused by manufacturing.
- Foam sagging resulting from manufacturing defects.
The warranty does not cover:
- Comfort preference.
- Normal softening of foam.
- Normal wear and tear.
- Damage caused by misuse, abuse, stains, burns, moisture, improper handling, or accidental damage.
Eligible Returns
Returns are accepted only for eligible non-custom, non-mattress products that meet all of the following conditions:
- The return request is submitted within 3 days of delivery.
- The product is unused, unassembled, and in its original condition.
- The product is returned with its original packaging, accessories, and tags.
- Proof of purchase (order number or invoice) is provided.
Products that do not satisfy these conditions may not be eligible for return.
Non-Returnable Items
The following products are not eligible for cancellation, return, exchange, replacement, or refund:
- All made-to-order furniture.
- All mattresses.
- Products that have been used, assembled, installed, altered, or damaged after delivery.
- Products damaged due to misuse, improper handling, or normal wear and tear.
- Clearance, promotional, discounted, or final sale items.
Return Process (Eligible Products Only)
If your product qualifies for a return under this policy:
- Email us at support@dunepine.com.
- Include your order number, reason for return, and photographs (if applicable).
- Our customer support team will review your request and provide return instructions if approved.
Returns sent without prior approval will not be accepted.
Return Shipping
- Customers are responsible for return shipping costs unless an incorrect item was supplied by Dune & Pine.
- Original delivery charges are non-refundable.
- We recommend using a trackable shipping service, as Dune & Pine is not responsible for items lost or damaged during return transit.
Refunds
Once an eligible returned item has been received and inspected:
- You will be notified whether your refund has been approved or declined.
- Approved refunds will be processed to the original payment method.
- Refunds are generally processed within 7–10 business days, depending on your payment provider.
Late or Missing Refunds
If you have not received your refund after the stated processing period:
- Please contact your bank or payment provider first.
- If the issue persists, contact us at support@dunepine.com.
Exchanges
Dune & Pine does not offer exchanges on made-to-order furniture or mattresses.
Eligible non-custom products may be returned in accordance with this policy, after which a new order can be placed if required.
Order Cancellations
- Eligible stocked products may be cancelled before dispatch.
- Made-to-order furniture and mattresses cannot be cancelled once an order has been confirmed, as production begins specifically for your order.
Contact Us
If you have any questions regarding this policy, please contact us:
Email: support@dunepine.com
Phone: +971 55 441 7453
Business Location: Sharjah Media City (SHAMS), United Arab Emirates
Policy Updates
Dune & Pine reserves the right to update or modify this Refund & Returns Policy at any time without prior notice. Any changes will become effective immediately upon publication on this page.