Returns Policy

Delivery

• Free doorstep delivery across the UAE
  
  
  
• Orders are processed from Dubai; typical delivery 2–3 working days
  
  
  
• Rug deliveries are scheduled with you to ensure safe handling and access
  
  
  
• Please ensure that your delivery site has suitable access — including doorways, staircases, and service elevators large enough for the rug. House of Serene cannot be held responsible if delivery cannot be completed due to restricted access or site conditions. In such cases, the order will be considered fulfilled.
  

Rug Home Trials

• Dubai: Try up to 3 rugs in your home before you decide
  
  
  
  
• Other Emirates: Available on request (service fee may apply and is reimbursable upon purchase)
  
  
  

Returns

• Décor: Return within 7 days if unused and in original packaging
  
  
  
• Rugs (custom and ready-made): Final sale, no returns.
  
  
  
• Faulty or damaged items: Notify us within 48 hours with photos for replacement or refund
  
  
  
  
  

Cancellations, Returns & Exchanges

• Cancellations: Orders can be cancelled within 24 hours of confirmation. Rug orders (custom and ready-made) cannot be cancelled once production or delivery has been scheduled.
  
  
  
• Returns: Décor items can be returned within 7 days, if unused and in original packaging. Rugs are final sale and non-returnable.
  
  
  
• Exchanges: Décor items may be exchanged within 7 days. Rugs cannot be exchanged.
  
  
  
• Faulty/Damaged Items: Notify us within 48 hours (with photos) if your order arrives faulty or damaged. We will arrange a replacement or refund.
  
  
  

Liability

We are not liable for indirect, incidental, or consequential damages arising from use of the Website or purchase of products, except as required by UAE law. Our maximum liability will not exceed the amount paid for the product in question.

Intellectual Property & Submissions

All content on this Website is the property of House of Serene. Any comments, feedback, or suggestions submitted to us via the Website or email become our property. We will not use your name in connection with any such submissions without permission, unless required by law.

Security of Payment Information

We use secure server software (SSL) to encrypt payment details during transmission. All card transactions are processed via a secure payment gateway. Your personal data is handled in accordance with our Privacy & Cookie Policy.

Governing Law & Jurisdiction

These Terms & Conditions and any disputes arising from orders placed via this Website are governed by the laws of the United Arab Emirates.