Returns & Refund Policy

What you can change, exchange, or return after ordering with WS Living.

Our refund position

WS Living operates a strict no refund policy. If you decide you don't want your order when it arrives, tell the delivery team before you sign and we'll take it back to the warehouse. In that case we can issue an exchange or a credit note.

Once the delivery note is signed, the order counts as accepted and is no longer eligible for refund, exchange, or credit.

Bought in our showroom?

Items bought directly at our Al Quoz showroom can be exchanged, or swapped for a credit note, within 7 days of purchase. The piece needs to be unused, unmarked, undamaged, and in its original condition, and you'll need the original receipt with you.

Changing or cancelling an order

• Before production starts: you can cancel, with a 10% cancellation fee.
• Once production begins: cancellations are no longer possible.
• Approved returns: need our written approval first and carry an AED 700 handling fee.

Final Sale Items

The following pieces are final sale and can't be cancelled (once confirmed), returned, exchanged, or refunded, because they need specialist handling and installation:

• Cabinets
• Marble
• Travertine
• Limestone
• Other natural stone pieces

Before you confirm one of these, please check that the size suits your space and that every entrance, hallway, lift, staircase, and doorway can fit it through. We can't be held responsible for access issues or incorrect measurements. The same terms apply to customised items and anything under Last Chance, Sale, or Clearance.

What we can't take back

Items aren't eligible for return, exchange, or refund if they are:

• More than 7 days past the delivery date
• No longer in original condition
• Damaged, stained, or altered
• Missing original packaging, or with packaging already opened
• Assembled or installed after delivery
• Signed for and accepted at delivery
• Customised, or bought under Last Chance, Sale, or Clearance

On delivery

Our team asks for a signature to confirm you're happy with the item, so please check it before you sign. If something isn't right, say so on the spot and they'll take it back. Our customer service team will reach out within 24 hours to sort it out.

A note on installation: assembly is only included on items bought with assembly support. We don't install chandeliers, lighting, wall décor, mirrors, or any fixed pieces, so please arrange your own fitter for those.

Delivery timing

We deliver to the address on your order and always aim to meet the agreed timeframe. Delays outside our control don't entitle you to damages, cancellation, or a refund. Full timelines are on our Standard Delivery Policy page.

Thank you for choosing WS Living.

Questions about a return? Email us at customerservice@wsliving.ae or customerrelation@wsliving.ae, or call +971 4 255 6547.