Refund policy

UAE Returns & Cancellation Policy

These terms apply to new orders where supplied before purchase. Existing orders retain the terms, warranties and more favourable binding promises applicable when ordered. A website update does not change an existing contract. Mandatory rights take priority over any conflicting condition.

1. Contact and legal rights / التواصل والحقوق القانونية

The UAE seller and guarantor is ORION BESPOKE LUXURY ECOMMERCE - FZCO, operating the VORELLI® brand; licence 54543, issued by Dubai Integrated Economic Zones Authority; VAT TRN 104868785700003. Registered address: Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates. Customer correspondence: VORELLI® Studio, 504, Floor 5, Sobha Ivory 1, Business Bay, Dubai. Email sales@vorelli.ae; telephone +971 58 565 1225. This is a separate seller from VORELLI LIGHTING LTD in the UK. Return destinations must be coordinated before dispatch; the studio is not automatically a return warehouse.

Read this with our Terms of Sale, Delivery Policy and Warranty & Satisfaction Guarantee. UAE consumer rights may apply to individuals and legal persons; a company purchase is not automatically outside protection. A valid statutory claim does not depend on our return-authorisation number, the original paper receipt or original packaging where purchase can reasonably be evidenced.

2. Additional 30-day satisfaction guarantee / ضمان الرضا الإضافي لمدة 30 يوماً

For new consumer purchases of standard goods, notify us within 30 calendar days after delivery and return within 14 days after notice, unless we arrange collection. For split orders, the period runs from the final delivery. This includes standard catalogue goods manufactured after ordering. The goods must be unused, uninstalled, unaltered, complete, undamaged and resaleable, with their protective packaging or a suitable equivalent. These conditions govern this additional change-of-mind guarantee only.

You pay the direct return cost disclosed before purchase. We refund the eligible goods price without a restocking fee within 14 days after receipt; inspection will be completed within that period, using the original payment method unless otherwise expressly agreed. A shorter legal deadline takes priority. Under this voluntary guarantee alone, original delivery and separately completed services are not refunded. Genuine customer-specific/personalised goods, business purchases and separately performed services are excluded unless an express guarantee or applicable law gives a right. For this additional guarantee, a purchase by a legal person qualifying as a consumer under applicable UAE law is not excluded merely because the buyer is a company. A business exclusion operates only where the purchase falls outside that consumer protection and no express guarantee applies. An existing broader promise remains binding; these exclusions are not retrospective.

3. Custom and business orders / الطلبات الخاصة والتجارية

Correctly supplied made-to-order, special-order and bespoke business goods are not supplied on approval or sale-or-return. Where no mandatory or contractual right applies, cancellation or voluntary return needs our written agreement. Your client changing preference, cancelling, delaying a site or failing to pay does not itself release the independent business buyer. Calling a catalogue item “made to order” does not itself determine legal rights.

Installed, electrically connected, used, soldered, rewired or altered business goods, including cut cables, chains or suspension parts, are not accepted for voluntary change-of-mind return. This does not exclude a valid fault, damage or non-conformity remedy, or a binding guarantee.

4. Exceptional voluntary business returns / الإرجاع التجاري الاختياري الاستثنائي

Obtain written agreement before dispatch. It must identify items, deadline, address, transport, inspection and refund/credit terms. Goods must be unused, uninstalled, unaltered, complete and resaleable in original protective packaging, including internal supports and accessories, unless an alternative is agreed in writing. Collection or receipt alone is not acceptance. We explain any inspection failure and agree next arrangements.

Only where no statutory or contractual free-return entitlement applies, a written exceptional business-return offer may specify a 20% restocking charge on the agreed net goods price, applicable VAT and separately identified transport. It applies only after express agreement before return, never automatically to a fault refund, the 30-day guarantee or a cancellation claim. No double recovery applies. Original delivery and completed services are excluded only where agreed and lawful. A monetary refund legally due cannot be replaced by compulsory credit.

5. Cancellation settlements / تسويات الإلغاء

Where there is no statutory or contractual free-cancellation right, we consider work completed, irrecoverable commitments and lawful net loss after reasonable mitigation, deducting avoided cost, supplier credits and resale recovery. A manufacturing percentage is not a percentage automatically retained. No automatic deposit forfeiture, penalty, duplicated cost or new card charge applies. The proposed calculation identifies goods, VAT, payments received and refund/balance, and requires express written agreement. A disputed claim must be justified separately under law; silence is not agreement.

6. Damaged, faulty or incorrect goods / المنتجات التالفة أو المعيبة أو غير الصحيحة

Inspect when practicable and report visible damage or shortages promptly, ideally within 48 hours with safe photographs of goods, labels and packaging. Report hidden defects promptly after discovery. This requested reporting period, a delivery signature, installation or missing packaging does not automatically remove legal rights. Stop using unsafe goods.

We investigate and provide the repair, replacement, return/refund or other remedy required by UAE law and the contract, including any right to choose a remedy, repeated-fault rights and remedies for supplier-caused storage, handling or installation damage. We do not insist on repair where you are entitled to reject or receive another remedy. Mandatory claims are not limited to the voluntary 30-day window or the lifetime-warranty exclusions. Required inspection, transport, removal, reinstallation and other legally recoverable costs are assessed on the facts and borne as required by law.

We confirm the remedy and timetable in writing and honour mandatory refund deadlines. Where a refund is agreed and no earlier legal deadline applies, we process it without undue delay and within 14 days of agreement; receipt or inspection cannot be used to postpone a statutory deadline. Refunds use the original method unless expressly agreed otherwise, without a fault-refund/restocking fee. Any legally required temporary substitute or compensation during repair is preserved.

7. Safe returns and separate items / الإرجاع الآمن والمنتجات المنفصلة

Use original protective packaging and supports where available. If missing or damaged, contact us before dispatch to agree safe packing or collection; this is not a condition extinguishing a valid fault claim. We bear reasonable return costs for a valid fault/error remedy and coordinate a UAE return location rather than impose an unexpected overseas factory return. Responsibility for additional transit damage depends on cause and agreed lawful risk, not an automatic customer liability.

A remedy for one item does not automatically entitle return of another conforming item, subject to whole-contract or commercial-unit rights. A warmer-LED preference is not itself proof of an incorrect specification. We investigate actual misdescription. Any LED-strip/driver change requires compatible parts, agreed scope, cost and warranty treatment and a suitably qualified technician. No modification should be made while an unresolved fault needs assessment unless urgent safety requires it.

8. Complaints / الشكاوى

Use the contact details above and request management review if unresolved. The competent UAE consumer authority and courts remain available. An automated Shopify return response cannot override these terms or mandatory rights. Terms of Sale · Delivery · Warranty.