Returns & Refunds Policy
Clear return, refund and exchange guidance for UAE customers.
This policy explains how to request a return, when a refund may be available, and how damaged, faulty or incorrect items are handled.
Return Requests Must Be Made Within 30 Days
Change-of-mind return requests must be submitted within 30 days of delivery. Products must be unused, uninstalled, complete and returned in their original packaging.
How To Request A Return
All return, exchange or refund requests must be submitted in writing by email to sales@evolutionfires.ae.
Please include your order number, proof of purchase, delivery address, contact number, the product you wish to return and the reason for the return request. We may ask for photos or video before approving a return collection.
Return requests must be received within 30 days from the date of delivery.
Return Condition Requirements
For a change-of-mind return to be accepted, the product must be:
- unused, uninstalled and not assembled
- complete with all parts, accessories, manuals and remote controls
- returned in its original packaging
- in a condition suitable for resale
If packaging has been opened, damaged or repacked, deductions may apply where the condition affects resale value.
Products That Cannot Be Returned For Change Of Mind
We cannot accept change-of-mind returns where the product has been:
- installed, used, modified, wired or assembled
- damaged after delivery
- returned incomplete or missing parts
- removed from original packaging in a way that affects resale value
- custom-made, specially ordered or altered for you
This does not affect your rights where a product is faulty, damaged on delivery or incorrectly supplied.
Damaged, Faulty or Incorrect Items
If your product arrives damaged, faulty, incomplete or incorrect, please contact us as soon as possible at sales@evolutionfires.ae.
Please provide your order number, photos or video of the issue, and photos of the packaging where relevant. We will review the issue and may arrange repair, replacement, collection or refund depending on the circumstances.
Where the issue is confirmed to be our fault, the AED 400 change-of-mind return charge will not apply.
Return Collection Charge
For accepted change-of-mind returns, an AED 400 return charge may be deducted from your refund to cover original delivery and return collection costs.
This charge does not apply where the product is confirmed to be faulty, damaged on delivery or incorrectly supplied by us.
Inspection and Deductions
Refunds are processed only after the returned product has been received and inspected.
If parts are missing, accessories are missing, or the product or packaging is damaged beyond normal inspection, we may deduct a reasonable amount from the refund to reflect the reduced resale value.
Refund Method and Timing
For card payments, refunds will be processed back to the original payment method after the returned product has been inspected and approved.
For cash payment refunds, we may issue the refund by bank transfer. We will request your bank details by email once the return has passed inspection. We are not responsible for delays or loss caused by incorrect bank details provided by the customer.
Refunds are normally processed within 10 working days after inspection approval or, for bank transfers, within 10 working days after we receive the correct bank details.
Important Before Installation
Please inspect your product carefully when it arrives and check that it is the correct product before arranging installation, joinery, media wall work or contractor attendance.
We will not be responsible for third-party installation costs, contractor fees, joinery costs, removal costs or other project costs where a product has been installed, altered or work has been booked before the product has been checked.
Your UAE Consumer Rights
This Returns & Refunds Policy is provided in addition to any rights you may have under applicable UAE consumer protection laws. Nothing in this policy is intended to exclude or limit rights that cannot legally be excluded.
Last updated: May 2026
