At EBRAHOME, customer satisfaction is our top priority. Due to the customized nature of our pergolas, we have established a strict returns and refunds policy. Please review the following details carefully before making your purchase.
1. General Returns Policy
1.1 Non-Returnable Products
All pergolas sold by EBRAHOME are custom-made to your specifications, including size, color, and optional features (e.g., motorization, accessories). As such, returns are not accepted unless the product is defective or damaged upon delivery.
1.2 Damaged or Defective Items
If your product arrives damaged or defective, please contact us immediately at:
- Email: sales@ebrahome.com
- Phone: +971 50 579 5289
To process your claim, you will need to:
- Notify us within 48 hours of receiving the item.
- Provide clear photos or videos of the damage/defect.
- Include your order number and contact details.
We will review your claim and, if approved, arrange for a repair, replacement, or refund.
2. Refund Policy
2.1 Refund Eligibility
Refunds will only be issued under the following circumstances:
- The product is damaged or defective upon arrival, and the issue cannot be resolved by repair or replacement.
- An error was made on our part in processing your order (e.g., wrong product delivered).
2.2 Non-Refundable Situations
- Change of mind: Custom orders cannot be refunded or exchanged if you simply change your mind after the product has been manufactured or delivered.
- Improper Installation or Misuse: Damage caused by improper installation or misuse is not eligible for refunds or returns.
2.3 Processing Refunds
Once your refund is approved, it will be processed within 7-14 business days. The refund will be issued using the same method of payment that was used for the original purchase. Please allow additional time for your bank or payment provider to process the refund.
3. Repairs and Replacements
3.1 Repairs for Damaged Products
In cases where minor damage has occurred during shipping or installation, we may offer to repair the product. A technician will assess the issue and determine whether repair is feasible. In most cases, repairs will be carried out at no additional cost to you.
3.2 Replacements
For products that cannot be repaired, we will arrange for a replacement to be shipped to you. Replacement delivery times may vary depending on stock availability and production timelines.
4. Contact for Returns or Refunds
If you have any questions or need assistance with a return or refund, please contact us at:
- Phone: +971 50 579 5289
- Email: sales@ebrahome.com
- Hours: Monday-Friday, 8am-9pm GST
Our customer service team is here to help resolve any issues and ensure you are fully satisfied