1. Change of Mind Returns
We want you to be happy with the objects you bring into your space. If something isn't quite right, we're here to help.
This Refund & Return Policy explains when products purchased from Fasthaus may be returned, exchanged or refunded.
Changed your mind? Eligible products may be returned within 14 days of delivery.
To qualify for a return, the product must:
- Be unused and in its original condition
- Be free from damage, marks, scratches or signs of prolonged use
- Include all original components, accessories and documentation
- Be returned in its original packaging wherever reasonably possible
2. Starting a Return
To request a return, contact us within 14 days of receiving your order and provide:
- Your order number
- The product you wish to return
- The reason for the return
3. Return Shipping
For change-of-mind returns, the cost of returning the product is the customer's responsibility.
Original delivery charges are non-refundable unless the return is due to an error by Fasthaus or the product is faulty, damaged or otherwise does not conform to the order.
Customers are responsible for ensuring returned products are securely packaged. We recommend using a trackable delivery service.
4. Damaged, Faulty or Incorrect Products
If your product arrives damaged, faulty, with missing components, different from the product ordered or materially different from its description, please contact us as soon as reasonably possible.
For visible delivery damage, we recommend contacting us within 48 hours of delivery so we can investigate the issue with the delivery provider quickly.
Where possible, please include photographs of the product and the issue, the external and internal packaging, and the shipping label.
The 48-hour notification period helps us investigate delivery damage and does not limit any rights you may have under applicable UAE consumer protection law.
Once the issue has been assessed, Fasthaus may offer an appropriate repair, replacement or refund, depending on the circumstances and your applicable legal rights.
Where the issue is attributable to Fasthaus, we will cover reasonable return or replacement delivery costs.
5. Customised & Made-to-Order Products
Some Fasthaus pieces may be customised, personalised or produced specifically for your order.
Unless faulty, damaged, incorrect or otherwise required by applicable law, customised or personalised products cannot be returned simply because you have changed your mind.
Where a product is described as made-to-order but has not been personalised or customised specifically for you, any return eligibility stated on the relevant product page will apply.
We recommend checking all dimensions, colours, specifications and customisation selections carefully before placing your order.
6. Products That Cannot Be Returned
Change-of-mind returns may not be accepted for:
- Customised or personalised products
- Products damaged after delivery
- Products showing clear signs of prolonged use
- Products returned with missing essential components or accessories
- Products otherwise identified as non-returnable before purchase, where permitted by law
7. Refunds
Once we receive your return, we will inspect the product and notify you of the outcome.
If approved, your refund will be issued to the original payment method.
We aim to process approved refunds within 5 to 10 business days after the returned product has been received and inspected.
Your bank, card issuer or payment provider may require additional time before the refund appears in your account.
Any differences caused by bank charges, foreign exchange rates or payment-provider processing are outside Fasthaus's control.
8. Exchanges
If you would prefer another colour, variant or eligible product, contact us and we will let you know whether an exchange is available.
Exchanges are subject to product availability.
Where an exchange is requested simply because you changed your mind, you may be responsible for the associated return and redelivery costs.
If the exchange is required because Fasthaus supplied an incorrect, faulty or damaged product, Fasthaus will cover the reasonable associated delivery costs.
9. Refunds for Cancelled Orders
If you contact us before your order has entered production, preparation or dispatch, we will do our best to cancel it.
Orders that have already been dispatched will generally need to follow the normal returns process.
Custom or personalised orders may not be cancellable once production has started.
10. Colour, Texture & Production Variations
Fasthaus products are design-led objects, and some products may have minor variations in colour, texture, surface finish or appearance resulting from the materials and production process.
Small variations that are inherent to the product and do not affect its intended use are not necessarily considered defects.
However, if you believe the product you received is materially different from its description or product images, contact us and we will review it with you.
11. Products Damaged After Delivery
Fasthaus cannot normally provide a refund or replacement for damage resulting from:
- Misuse or accidental damage
- Incorrect assembly
- Failure to follow care or safety instructions
- Improper storage
- Unauthorised modifications or repairs
- Normal wear and tear
12. Consumer Rights
This policy is intended to explain Fasthaus's returns process and does not exclude or limit any rights or remedies available to consumers under applicable laws of the United Arab Emirates.
Where applicable law provides greater rights than those described in this policy, those legal rights will apply.
13. Contact Us
If you have a question about a return, refund or product issue, please contact Fasthaus through the contact details provided on our website.
When contacting us about an existing order, please include your order number so we can assist you more quickly.