Refund policy

Last updated: 14 October 2026

We want every piece to arrive exactly as you expect. This policy explains what happens if it does not, and how returns work. Nothing in it affects your rights under the consumer protection laws of the United Arab Emirates.

If something is wrong with your piece

If a piece arrives damaged, faulty or different from its description, please tell us within 30 days of delivery, with your order number and photographs. Keep all of the packaging. You may choose a replacement, a repair or a full refund. A refund includes the original delivery charge and any duties you paid, and we arrange and pay for the return.

If the outer packaging is visibly damaged when the parcel arrives, please note it with the courier or photograph it before opening, and let us know within 48 hours. This lets us claim from the carrier on your behalf.

Changing your mind

You may return most pieces within 14 days of delivery for a refund, even when nothing is wrong. The piece must be unused and in the condition in which it arrived, with its original box, display base, packaging, certificates and any documents.

The following cannot be returned because you have changed your mind. If they arrive faulty, damaged or not as described, the section above still applies.

  • Bespoke commissions, and pieces made or personalised to your specification.
  • Pieces sourced specially for you through our private sourcing service.
  • Books and other printed publications.
  • Any piece marked "final sale" on its page before you buy it.

How to return a piece

  1. Write to us within 14 days of delivery with your order number and the piece you would like to return.
  2. We will confirm the return and send instructions. Within the UAE we arrange collection. For other countries we explain how to send the piece back by a tracked courier.
  3. Pack the piece in its original packaging, as it was sent to you.

Please contact us before sending anything back, so that we can make sure it reaches us safely.

Return costs

Within the UAE, collection is free. For orders delivered outside the UAE, returns for a change of mind are at your cost, and the original delivery charge, import duties and taxes cannot be refunded. Returns of faulty, damaged or incorrect pieces are always at our cost.

If an international parcel is refused or cannot be delivered, we will refund the price of the piece less the cost of returning it to us and any duties or charges we have to pay.

Refunds

When the piece is back with us and we have checked it, we refund you within 7 working days to your original payment method. Your bank or card provider may take a few more days to show the credit. If a returned piece is not in its original condition, we will contact you before deciding on the refund.

Exchanges

If you would prefer a different piece, return the original as above and place a new order, or write to us and we will arrange it for you.

Cancelling an order

You may cancel an order free of charge at any time before it is dispatched. Once it has left us, the return terms above apply.

Contact

The Automotive House, 75 Goshi Warehouse City, 26 19D Street, Al Quoz Industrial Area 3, Dubai, United Arab Emirates
Email: collect@automotivehouse.com
Phone: +971 58 221 8857