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•  Warranties & Aftercare
  Last updated: October 2025This Warranty & Aftercare Policy (“Policy”) describes the coverage, exclusions, and obligations relating to all EBRAHome products (“Goods”) and services (“Services”). It forms an integral part of the EBRAHome Terms & Conditions and applies worldwide.

  1. Warranty overview

  EBRAHome warrants that its products are free from material and manufacturing defects under normal use and proper maintenance for the periods listed below.

  Component / Product Category	Warranty Coverage	Duration
  Structural aluminum frames	Structural integrity, corrosion resistance, weld defects	10 years
  Motorized systems (louvers, actuators, drives)	Mechanical & electrical performance	5 years
  Electrical controls, lighting, sensors	Manufacturing & operational faults	3 years
  Fabric roofs, blinds, textiles	UV resistance, stitching, colorfastness	2 years
  Cushions, upholstery, accessories	Workmanship, seam integrity	1 year
  Installation workmanship (if by EBRAHome)	Alignment, sealing, fitting	12 months

  Warranty begins from the date of delivery or handover, whichever occurs first.

  2. Scope of warranty

  1. EBRAHome will, at its discretion, repair, replace, or credit any product found defective due to faulty materials or workmanship within the applicable warranty period.
  2. Replacement parts may be new or refurbished and will assume the remaining warranty of the original item.
  3. The warranty covers only the product itself—not removal, transportation, reinstallation, or site labor unless specifically included in writing.
  4. For international clients, defective parts may be shipped free of charge, but shipping or customs duties are the Client’s responsibility.

  3. Exclusions

  This warranty does not cover:

  1. Damage caused by misuse, neglect, accident, alteration, improper assembly, or non-EBRA installation.
  2. Natural aging or wear (e.g., fading, minor surface marks, or discoloration).
  3. Corrosion or fading caused by sea air, acid rain, or improper cleaning agents.
  4. Electrical damage from unstable voltage or lightning strikes.
  5. Damage from extreme weather (storms, floods, sand abrasion, earthquakes).
  6. Unauthorized modification, painting, or drilling into structures.
  7. Differences in color or texture due to production batch variation.
  8. Consumables and maintenance items (batteries, bulbs, remotes).

  4. Client responsibilities

  1. Perform regular cleaning and maintenance per EBRAHome’s care guidelines.
  2. Inspect and tighten screws, bolts, and connections annually or after extreme weather.
  3. Disconnect power to motors and lighting during storms or long periods of disuse.
  4. Store cushions and fabrics when not in use for extended durations.

  Failure to maintain or misuse the product voids the warranty automatically.

  5. Claim procedure

  1. Submit written claim to support@ebrahome.com including:
     • Proof of purchase (invoice, contract, or warranty card).
     • Photographs and description of defect.
     • Installation address and date of delivery.
  2. EBRAHome may request additional evidence or inspection.
  3. If claim is approved, EBRAHome will determine remedy:
     • Replacement part shipment,
     • On-site repair (where feasible), or
     • Credit toward a new product.
  4. Turnaround times vary depending on location, part availability, and logistics.

  6. Warranty limitation

  1. EBRAHome’s total liability under this warranty shall not exceed the purchase price of the defective product.
  2. The warranty provides the exclusive remedy for defects; all implied warranties of merchantability or fitness for a particular purpose are excluded.
  3. Under no circumstance shall EBRAHome be liable for indirect, incidental, or consequential damages such as loss of profit, downtime, or inconvenience.
  4. Any replacement or repair does not extend the original warranty period.

  7. Transferability

  Warranties apply only to the original purchaser and are not transferable unless approved in writing by EBRAHome.

  8. International warranty support

  For overseas installations:

  • EBRAHome provides remote diagnosis and ships replacement components;
  • Labor and customs clearance are the Client’s responsibility unless a regional service partner agreement exists.

  9. Service and maintenance plans

  EBRAHome offers optional maintenance packages covering:

  • Annual inspection and cleaning,
  • Motor calibration and lubrication,
  • Fabric waterproofing renewal,
  • Replacement of gaskets and LED fittings.

  These services are chargeable and distinct from warranty coverage.

  10. Governing law

  This Policy is governed by the laws of the United Arab Emirates. Disputes are subject to Dubai International Arbitration Centre (DIAC) jurisdiction in English.

  Acknowledgment

  By purchasing or using EBRAHome products, the Client acknowledges full acceptance of this Warranty & Aftercare Policy.
•  Delivery & Return

  1. Delivery Framework

  1.1. Delivery Options

  EBRAHome delivers worldwide using one of the following modes:

  • Domestic UAE / GCC: Direct delivery by EBRAHome logistics or approved subcontractors.
  • International: Freight arranged under Incoterms 2020 — EXW, FOB, CFR, CIF, DAP, or DDP — as specified on the Order Confirmation or Commercial Invoice.
  • Client Collection: Clients may arrange their own carrier at their cost and risk after written clearance from EBRAHome.

  1.2. Delivery Timelines

  1. Estimated delivery windows are provided in writing upon order confirmation.
  2. Actual lead times depend on product type, configuration, fabrication schedule, and logistics route.
  3. EBRAHome shall not be held liable for delays caused by:
     • Customs inspections, strikes, port congestion, or governmental restrictions;
     • Force majeure events (weather, natural disasters, war, pandemics);
     • Client-side issues (inaccessible site, unpaid balance, pending approvals).

  1.3. Delivery Readiness

  The Client must ensure that:

  • The delivery site is accessible for trucks or cranes, free from obstacles, and legally authorized for delivery or installation;
  • Foundation, flooring, or structural base work (if applicable) is completed before EBRAHome’s arrival;
  • Electrical conduits, drainage, and other related infrastructure are ready for connection.

  If EBRAHome’s team arrives and the site is not ready, the Client will bear the cost of waiting time, re-delivery, or additional mobilization.

  2. Transfer of risk and title

  1. Risk of loss or damage to the Goods passes to the Client as follows:
     • Under EXW/FOB/CFR/CIF/DAP/DDP, at the moment specified by Incoterms 2020.
     • For local UAE deliveries, upon physical delivery to site or handover to the Client’s representative.
  2. Title (ownership) passes only after full payment has been received by EBRAHome, even if the Client has possession.
  3. The Client is responsible for insuring the Goods during transit, unloading, and storage unless otherwise agreed in writing.

  3. Inspection and acceptance

  1. Upon delivery, the Client (or authorized representative) must:
     • Inspect all items for quantity, condition, and conformity with the Order Confirmation;
     • Record any visible damage or discrepancy on the delivery note before signing;
     • Take photographs of any damage immediately.
  2. Any visible defect or shortfall must be reported to EBRAHome in writing within 48 hours of delivery.
  3. Any hidden defect (not visible upon delivery) must be reported within 7 days of discovery and not later than 30 days from delivery.
  4. If no written complaint is received within these timeframes, the delivery shall be deemed accepted in full.

  EBRAHome reserves the right to inspect any alleged defect before approving claims or replacements.

  4. Storage and delayed delivery

  1. If the Client requests delayed shipment or installation beyond the agreed delivery date:
     • EBRAHome may store the Goods for up to 30 days free of charge;
     • Thereafter, storage fees of 1.5 % of the order value per month will apply;
     • Risk transfers to the Client from the date the Goods were first ready for shipment.
  2. Extended storage beyond 90 days may result in cancellation and forfeiture of the deposit at EBRAHome’s discretion.

  5. Returns

  5.1. General Eligibility

  1. Returns are accepted only upon prior written authorization from EBRAHome.
  2. Returned items must be:
     • Unused, undamaged, and in original packaging;
     • Shipped prepaid and insured to EBRAHome’s designated warehouse;
     • Accompanied by proof of purchase and return authorization code.
  3. Unauthorized or freight-collect returns will be refused at receipt.

  5.2. Return Windows

  Product Type	Return Eligibility	Notes
  Stock items	Within 14 days of delivery	Subject to inspection
  Custom-made / fabricated	Non-returnable	Once production begins
  Sale / clearance items	Final sale	No return or refund

  5.3. Return Inspection

  Returned items undergo a full inspection. If accepted:

  • EBRAHome will issue a credit note or refund (excluding original shipping and handling).
  • Refunds are processed within 14 business days via the same payment channel. If the returned item shows wear, damage, or signs of use, EBRAHome may deduct refurbishment costs or reject the return entirely.

  6. Cancellation policy

  1. Orders may be cancelled before production begins upon written notice.
  2. Once production starts, cancellation is not permitted, and the deposit is automatically forfeited.
  3. EBRAHome may cancel an order and refund payments if fabrication becomes commercially impracticable due to supply restrictions or force majeure.

  7. Damages in transit

  1. EBRAHome is not liable for damage during transport under EXW, FOB, CFR, or CIF terms; the Client must file claims directly with the carrier or insurer.
  2. For DAP/DDP or EBRAHome-managed deliveries, liability is limited to repair or replacement of the damaged item only, subject to verified inspection.
  3. In all cases, consequential damages, lost profits, or site downtime are expressly excluded.

  8. Return shipping responsibility

  1. The Client bears all costs associated with return freight, insurance, and import/export duties, except where EBRAHome has shipped incorrect or defective goods.
  2. If EBRAHome agrees to arrange collection, related costs will be deducted from the refund.

  9. Non-deliverable or unclaimed goods

  1. If delivery fails due to Client inaccessibility, refusal, or absence, EBRAHome may:
     • Reattempt delivery at additional cost; or
     • Place the goods in storage and notify the Client.
  2. If unclaimed within 90 days, EBRAHome may sell or dispose of the goods without further notice, applying proceeds against outstanding charges.

  10. International customs, taxes, and imports

  1. All customs duties, VAT, and import taxes are borne by the Client unless specified as DDP (Delivered Duty Paid).
  2. The Client must ensure compliance with all import regulations, product standards, and certification requirements in their country.
  3. EBRAHome shall not be liable for detention, seizure, or penalty resulting from import non-compliance.

  11. Return exclusions

  Returns or replacements will not be accepted for:

  • Minor finish variations or surface marks consistent with production;
  • Damage from improper assembly, handling, or exposure to weather;
  • Color deviations due to screen display or lighting differences;
  • Goods installed or modified after delivery.

  12. Liability and remedy limitation

  1. EBRAHome’s total liability for any delivery or return claim is limited to the net invoice value of the goods concerned.
  2. No liability shall extend to:
     • Indirect or consequential losses;
     • Client delay penalties or project liquidated damages;
     • Third-party reinstallation or storage fees.
  3. Replacement or credit of the defective item is the Client’s sole and exclusive remedy.

  13. Governing law and jurisdiction

  This Policy and all related transactions are governed by the laws of the United Arab Emirates, excluding conflict-of-law principles. Disputes shall be resolved exclusively under the Dubai International Arbitration Centre (DIAC), in English, under one arbitrator appointed by mutual consent.

  Acknowledgment

  By accepting delivery, the Client acknowledges having read, understood, and accepted this Delivery & Returns Policy as legally binding.

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