1. Return Period

Eligible products may be returned or exchanged within 14 days of delivery or collection, subject to the conditions below.

To qualify for a change-of-mind return, the product must:

• Be unused, uninstalled, and unaltered.
• Be in its original packaging and resalable condition.
• Include all accessories, components, manuals, and supplied parts.
• Be accompanied by the invoice, order confirmation, or other valid proof of purchase.

Simply receiving a returned product does not automatically mean that the return has been approved. Products may be inspected before a refund or exchange is processed.

2. Products That Cannot Normally Be Returned

Unless the product is defective, damaged, incorrect, or applicable law provides otherwise, change-of-mind returns may not be accepted for:

• Custom-made or made-to-measure products.
• Special-order products sourced specifically for a customer or project.
• Cut, fabricated, altered, or customized marble, stone, countertops, cabinetry, vanities, or similar items.
• Products that have already been installed, assembled, used, altered, or damaged after delivery.
• Clearance, final-sale, or promotional products where clearly identified as non-returnable before purchase.
• Products without their original packaging, for which their condition cannot reasonably be verified or resold.

These exclusions do not remove any rights a customer may have under applicable UAE law where a product is defective, damaged, incorrect, incomplete, or materially different from its confirmed description.

3. Damaged, Defective or Incorrect Products

Please inspect products as soon as reasonably possible after delivery. If a product arrives visibly damaged, incomplete, defective, or different from the confirmed order, contact Khan Home Building Materials promptly and provide:

• Your order or invoice number.
• Product details.
• A clear description of the issue.
• Photographs or videos where reasonably required for verification.

Where a valid claim is confirmed, we will provide an appropriate remedy in accordance with applicable UAE law, which may include replacement, repair, exchange, or refund depending on the circumstances.

4. Installed or Used Products

Products that have been installed or used are generally not eligible for a change-of-mind return. However, if an installed product is believed to have a manufacturing defect or another issue covered by applicable consumer rights or warranty terms, contact our team for assessment. Damage resulting from incorrect installation, misuse, improper handling, unauthorized alteration, or failure to follow applicable installation or maintenance instructions may not qualify as a product defect.

5. Marble, Stone, Tiles & Natural Materials

Natural materials may contain variations in colour, veining, texture, pattern, shade, and surface appearance. These natural characteristics are not normally considered defects when the supplied material is consistent with the agreed product description, sample, specification, and the material's normal characteristics. Customers and project teams are encouraged to review relevant samples, specifications, quantities, and finishes before confirming an order. Custom-cut or fabricated materials are generally not eligible for change-of-mind returns once production has started, except where applicable law provides otherwise.

6. Project, Bulk & Special Orders

Project-based, BOQ, bulk, customized, or special-order purchases may have return and cancellation conditions stated separately in the approved quotation, purchase order, or project agreement. Customers should review these conditions before confirming the order. Nothing in those commercial terms is intended to exclude rights that cannot legally be excluded under applicable UAE law.

7. Return Inspection

Returned products may be inspected to confirm product condition, packaging, installation or usage status, accessories and components, reported damage or defect, and compliance with the approved return conditions. If an item does not meet the requirements for a voluntary return, our team will explain the reason to the customer.

8. Refunds

Once an eligible return has been inspected and approved, the refund will normally be issued using the original payment method, where technically possible. The time required for the refunded amount to appear may depend on the relevant bank, card issuer, or payment provider. Original delivery or installation-related charges may not be refundable for ordinary change-of-mind returns where the service has already been completed. Where a return results from a confirmed defective, damaged, incomplete, or incorrectly supplied product, applicable delivery or collection costs will be handled in accordance with UAE law and the circumstances of the order.

9. Return Collection & Charges

Customers may be asked to return eligible products to the designated Khan Home location or arrange collection with our team. Any applicable collection, transportation, restocking, or handling charge for a voluntary return must be communicated and agreed before the return is processed. No unannounced logistics fee will be added contrary to the agreed order terms.

10. Order Cancellation

Orders may generally be cancelled before dispatch or before production begins, depending on the order's status and type. Customized, fabricated, made-to-measure, or special-order products may become non-cancellable once materials have been ordered or production has commenced. Any applicable cancellation condition should be communicated before the order is confirmed.

11. How to Request a Return

To request a return or exchange, or to report a product issue, contact Khan Home Building Materials with your order details and the reason for your request:

12. Your UAE Consumer Rights

This policy is intended to comply with applicable consumer-protection and e-commerce laws in the United Arab Emirates. Nothing in this policy limits or excludes any mandatory consumer right that cannot legally be waived. Where there is a conflict between this policy and a mandatory requirement of applicable UAE law, the legal requirement will prevail.

13. Changes to This Policy

Khan Home Building Materials may update this policy where required to reflect changes in our operations, services, or applicable regulations. The latest version will be published on our website with the updated revision date.