Refund & Returns Policy

Overview

At DunePine, customer satisfaction is important to us. We understand that sometimes a product may not meet expectations, and we aim to make our return and refund process clear, fair, and transparent.

This policy explains when returns are accepted, how refunds are processed, timelines involved, and any exclusions. By placing an order on dunepine.com, you agree to the terms outlined below.

Eligibility for Returns

You may request a return if all of the following conditions are met:

• The return request is submitted within 7 days of delivery
• The item is unused, unassembled, and in original condition
• The item is returned with original packaging, tags, and accessories
• Proof of purchase (order number or invoice) is provided

Returns that do not meet these conditions may not be approved.

Non-Returnable Items

The following items are not eligible for return or refund:

• Products that have been used, assembled, damaged, or altered
• Items damaged due to misuse, improper handling, or normal wear and tear
• Clearance or sale items marked as final sale
• Customized or made-to-order products (as detailed below)
• Mattresses (as detailed below)

Mattress Policy

For hygiene and made-to-order reasons, mattresses are non-returnable and non-exchangeable.

Please ensure correct size selection before purchase. Our support team can assist you in choosing the right fit.

All DunePine mattresses come with a 1-year limited warranty covering verified manufacturing defects, including:

• Stitching faults
• Spring deformation
• Foam sagging caused by manufacturing defects

This warranty does not cover comfort preference, normal wear and tear, or damage caused by misuse.

Made-to-Order Furniture

All sofas, beds, and custom furniture items are handcrafted upon order confirmation.

As these products are made specifically for each customer, returns, exchanges, or replacements are not accepted for reasons such as:

• Color tone variation
• Comfort preference
• Aesthetic or style changes

Exceptions apply only in cases of verified manufacturing defects or under DunePine’s management approval.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery.

To process your claim, we may request:

• Clear photos or videos of the damage
• Images of the original packaging
• Your order number

Once verified, we will arrange for a replacement, store credit, or refund, depending on the situation and product availability.

Return Process

To initiate a return:

1. Email us at support@dunepine.com
2. Include your order number, reason for return, and photos (if applicable)
3. Our support team will review your request and provide return instructions if approved

Note: Returns sent without prior approval may not be accepted.

Return Shipping

• Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item
• Original shipping fees are non-refundable
• We recommend using a trackable shipping service, as DunePine is not responsible for items lost during return transit

Refunds

Once we receive and inspect the returned item:

• You will be notified of the approval or rejection of your refund
• Approved refunds will be processed to the original payment method
• Refunds are typically processed within 7–10 business days, depending on your bank or payment provider

Late or Missing Refunds

If you have not received your refund after the processing period:

• Please check with your bank or card provider first
• If the issue persists, contact us at support@dunepine.com

Exchanges

We currently do not offer direct exchanges. If you wish to replace an item, please return the original product (if eligible) and place a new order.

Order Cancellations

• Orders can only be canceled before dispatch
• Once an order has been shipped, it cannot be canceled and must follow the return process instead

Contact Information

For any questions regarding returns, refunds, or warranties, please contact us:

Email: support@dunepine.com
Phone: +971 55 441 7453
Business Location: Sharjah Media City (SHAMS), UAE

Policy Updates

DunePine reserves the right to update or modify this policy at any time. Any changes will be effective immediately upon posting on this page.