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Returns & Exchange Policy

At Kustom Space, we want every product to be the perfect match for your home. If something isn’t quite right, we’re here to help make it right.

1. Cancellation Before Delivery or Installation

You may cancel your order at any time before delivery or installation without any questions asked.

You may also refuse the product at the time of delivery or installation (while our team is still on site) and return it immediately.

2. Returns After Delivery

After delivery, you have 7 days to return eligible items.

Eligible for return:

  • Products that are unused, in their original condition
  • Items in the original packaging with all tags and accessories
  • Accompanied by the original invoice

Not eligible for return:

  • Customised or made-to-measure products
  • Installed products
  • Hygiene-related items
  • Clearance / sale items
  • Products damaged due to misuse, accident, negligence, incorrect DIY installation, improper cleaning, or natural causes

Important: We cannot accept returns without the original packaging.

3. How to Request a Return

Please contact us within 7 days of delivery with proof of any damage or manufacturing defect:

Once approved, we will arrange free collection of the item(s) from your location within 3–5 working days.

4. Inspection & Processing

After the returned item(s) arrive at our warehouse, they will be carefully inspected.
Approved refunds or replacements will be processed within 5 working days of successful inspection.

5. Refunds

  • Refunds are issued to the original payment method only.
  • We do not offer cash refunds.
  • For orders paid in cash, please provide a copy of your Emirates ID. We will issue a cheque refund and deliver it to your address.
  • VAT is fully refunded when a product is returned (please include the original invoice).

Refund Timeline:

  • Our processing: 4–8 working days after the item is received and approved at our warehouse
  • Card payments: Your bank may take an additional 7–10 business days to post the refund

If you have not received your refund yet:

  1. Check your bank or card statement again
  2. Contact your credit/debit card company
  3. Contact your bank
  4. If still unresolved, contact us at [email protected] or WhatsApp +971 58 824 5885

6. Partial Returns & Shipping Charges

If your original order qualified for free shipping and you return only part of the order, shipping charges and any Cash-on-Delivery fees will be deducted from the refund amount.

7. Replacement or Exchange

We offer a 14-day replacement or exchange policy for eligible items (subject to stock availability).
This policy does not apply after the 14-day period.

To request a replacement or exchange, please send proof of damage or manufacturing defect to:

Delivery time for the replacement product depends on your location and product availability.

8. Clearance & Sale Items

Clearance and sale items are final sale and cannot be refunded or exchanged (unless the product has a manufacturing defect).

Need help?
Our customer support team is ready to assist you.

Email: [email protected]
WhatsApp / Call: +97145704540
Working Hours: Monday – Saturday, 10:00 – 20:00 (GST)

Thank you for shopping with Kustom Space. We’re committed to making your experience smooth and satisfying.