Refund policy

We want you to be satisfied with your purchase. This policy explains when an item may be returned, how refunds are processed, and which items are excluded. It forms part of our Terms of Service.

Because our products are furniture often made to order, specially imported, or manufactured to a customer's specifications our return terms differ from those of a general retail store. Please read this policy carefully before placing your order.

Return Window

Requests to return an item must be made within two (2) days of delivery. Requests made after this period will not be accepted.

Conditions for Return

To qualify for a return, an item must:

  • Be unused, unassembled, and in its original condition;
  • Be complete with its original packaging and all accessories; and
  • Be accompanied by the receipt, invoice, or other proof of purchase.

Return Authorisation

Customers must contact Customer Support and obtain written authorisation before returning any item. Returns sent without prior authorisation cannot be processed.

Once your return request is approved, we will confirm the return address and the arrangements for collection or drop-off.

Acceptance on Delivery

Please inspect your items carefully before signing the delivery document and/or invoice. By signing the delivery document and/or invoice, you confirm that the goods have been received in good and satisfactory condition.

After delivery and acceptance, goods may not be returned or exchanged except:

  • Within the two (2) day return window described above, provided the item is unused, unassembled, and in its original condition; or
  • Where the item is damaged, defective, or incorrect, in which case the forty-eight (48) hour procedure described below applies.

Items That Cannot Be Returned

The following items cannot be returned:

  • Custom-made, specially imported, or made-to-order furniture;
  • Items marked as final sale, clearance, or ex-display;
  • Items that have been used, assembled, or installed;
  • Items damaged through misuse, improper assembly, improper storage, or normal wear and tear;
  • Gift cards; and
  • Goods that have been delivered and accepted, where the delivery document and/or invoice has been signed confirming receipt in good condition, except as expressly provided under the exceptions above.

Natural variations in wood grain, fabric weave, leather markings, and colour are inherent characteristics of the materials and are not considered defects.

Deposits and Cancellations

Deposits are non-refundable. Orders may not be cancelled by the customer once confirmed.

For specially imported or locally manufactured furniture, a minimum deposit of fifty percent (50%) of the total order value applies.

If the full outstanding balance is not settled within one (1) month of order confirmation, we reserve the right to cancel the order and retain the deposit to cover storage, preparation, and related expenses.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, is defective, or is not the item you ordered, please contact us within forty-eight (48) hours of delivery and provide photographic evidence of the issue.

We will evaluate the issue and, where appropriate, arrange a replacement, repair, or refund.

Fabrics and leather are not covered by warranty.

Return Transport Costs

Where a return is approved for a reason other than damage, defect, or an incorrect item, the cost of returning the goods will be borne by the customer. Delivery and transportation charges already paid are non-refundable.

Where an item is damaged, defective, or incorrect, we will arrange and cover the cost of collection.

Refunds

We will notify you once we have received and inspected your return and will let you know whether the refund has been approved.

If approved, the refund will be processed within ten (10) business days to your original payment method. Please note that your bank or credit card company may require additional time to process and post the refund.

Delivery and transportation charges are non-refundable.

If more than fifteen (15) business days have passed since your refund was approved and you have not received it, please contact us at online@mobilitop.com.

Exchanges

Exchanges are subject to stock availability and our approval.

The fastest way to obtain the item you want is to request a return for the original item and, once the return has been approved, place a separate order for the new item.

How to Start a Return

To initiate a return, please call +961-1-870000, extension 109, or email online@mobilitop.com with your order number and a description of the issue.