Refund policy

Return and Refund Policy

At PurePoint, every order is handled with care to make sure your furniture arrives as expected, in the right condition, and with the correct selected details.

This policy explains when an order can be cancelled, returned, replaced, repaired, or refunded.

1. Order Cancellations

You may request to cancel your order within 24 hours of placing it, provided that the order has not moved into preparation, production, sourcing, or delivery coordination.

Once an order has moved into preparation, production, sourcing, or delivery coordination, cancellation may no longer be possible. If a cancellation is approved after work has already started, any costs already incurred by PurePoint may be deducted from the refundable amount.

To request a cancellation, please contact us at info@purepoint.ae with your order number.

2. Returns for Change of Mind

Due to the nature of furniture orders, large-item delivery, and handling requirements, we do not accept returns for change of mind after delivery.

This includes cases where the customer changes their preference regarding size, color, finish, fabric, style, room fit, or layout after the order has been confirmed and delivered.

Before completing your order, please review all product details carefully, including dimensions, finishes, quantities, delivery address, and access requirements.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incomplete, or different from what was confirmed in your order, please contact us within 48 hours of delivery at info@purepoint.ae.

Please include:

  • Your order number
  • A clear description of the issue
  • Photos or videos showing the issue
  • Photos of the packaging, if applicable

Our team will review the case and may arrange an inspection, repair, replacement, missing-part delivery, or refund depending on the nature of the issue.

If the issue is confirmed to be caused by a manufacturing defect, delivery damage, or an error from PurePoint, we will handle the approved repair, replacement, or refund at no additional cost to you.

4. Items Not Eligible for Return

The following items are not eligible for return unless they are damaged, defective, or incorrectly supplied:

  • Furniture that has already been delivered and accepted
  • Items prepared, customized, or ordered specifically for your order
  • Items damaged due to misuse, improper care, incorrect cleaning, or customer handling
  • Items damaged due to incorrect access, moving, storage, or installation by a third party
  • Items with normal fabric, wood, stone, leather, or finish variations that are part of the material character
  • Items with minor color differences caused by screen settings, lighting, photography, or natural material variation

5. Delivery Access and Failed Delivery

Customers are responsible for making sure the delivery address, contact number, access, lift availability, parking, and room measurements are suitable before delivery.

If delivery cannot be completed because of incorrect information, unavailable access, unavailable recipient, restricted building access, or unsuitable space, re-delivery fees may apply.

If an item cannot fit through the building entrance, lift, staircase, corridor, doorway, or intended room, the item will not be considered defective. In such cases, return, exchange, or refund approval will be reviewed at PurePoint’s discretion.

6. Refunds

Approved refunds will be processed to the original payment method used for the order.

Once approved, refunds are usually processed within 7 to 14 business days. The final time required for the amount to appear in your account may depend on your bank or payment provider.

Delivery, assembly, handling, or service fees may be non-refundable unless the refund is due to a confirmed error, damage, or defect caused by PurePoint.

7. Exchanges and Replacements

Where applicable, PurePoint may offer a repair, replacement, exchange, or missing-part delivery instead of a refund.

The final resolution will depend on the type of item, the issue reported, the inspection result, and product availability.

8. Warranty and After-Sales Support

Some PurePoint products may include a warranty against manufacturing defects. Warranty coverage, duration, and exclusions may vary by product and will be handled according to the warranty terms provided for that item.

The warranty does not cover misuse, accidents, improper cleaning, exposure to unsuitable conditions, normal wear and tear, or damage caused by third-party handling, moving, or installation.

9. How to Contact Us

For cancellations, return requests, damage reports, refund questions, or after-sales support, please contact us at:

PurePoint Home Furniture
Email: info@purepoint.ae
Website: https://purepoint.ae

Please include your order number in all communication so we can assist you faster.

10. Your Consumer Rights

This policy does not affect any rights you may have under applicable consumer protection laws in the United Arab Emirates.