Return & Refund Policy

Effective Date: September 2, 2026
Last Updated: September 3, 2026

At NeroCasa, every piece is created with care and, in many cases, produced specifically for the customer. Because our marble furniture is made to order and may be manufactured according to individual specifications, returns, cancellations, refunds, and exchanges are subject to the conditions set out below.

This policy applies to purchases made through the NeroCasa website and should be read together with our Terms of Service and Shipping & Delivery Policy.

Nothing in this policy excludes, limits, or overrides any mandatory rights or remedies available to consumers under applicable laws and regulations of the United Arab Emirates.

1. MADE-TO-ORDER PRODUCTS

NeroCasa operates primarily on a made-to-order model.

Products may be manufactured specifically according to the customer's selected or approved specifications, including:

Dimensions
Marble type
Marble colour
Marble selection
Shape
Edge profile
Base design
Base material
Finish
Custom design requirements
Other agreed specifications

Because a made-to-order piece may be manufactured specifically for an individual customer, it may not be suitable for resale in the same way as standard retail stock.

Accordingly, a customer's right to cancel, return, or exchange a product solely because of a change of mind may be restricted once production has commenced, subject always to applicable UAE law.

2. ORDER CANCELLATION

2.1 Cancellation Before Production

A customer may request cancellation before production begins.

Where NeroCasa approves the cancellation, any applicable refund will be processed to the original payment method, subject to applicable law.

A cancellation request should be submitted as soon as possible because orders may move into production shortly after payment and confirmation.

2.2 Cancellation After Production Begins

Once production has commenced, the order may no longer be cancellable solely because the customer has changed their mind.

This is because materials, labour, cutting, fabrication, finishing, and other production resources may already have been committed specifically to the order.

Any request received after production has commenced will be reviewed based on the status and nature of the order.

This restriction does not affect applicable rights relating to products that are defective, damaged, incorrect, incomplete, or materially different from what was agreed.

3. CHANGE-OF-MIND RETURNS

For products that qualify for a change-of-mind return, a return request must generally be made within 7 calendar days from the date of delivery.

To be considered for a change-of-mind return, the product must:

Be unused;
Remain in its original condition;
Not have been damaged after delivery;
Not have been altered, modified, or repaired;
Include applicable original components and accessories; and
Be in a condition that reasonably permits resale.

A return request does not automatically constitute an approved return.

NeroCasa may review the product and the circumstances of the request before confirming whether the return is accepted.

Important

Because NeroCasa products are made to order, custom-made or personalised products may not qualify for a change-of-mind return once production has commenced, subject to mandatory rights under UAE law.

4. DEFECTIVE, DAMAGED, INCORRECT, OR NON-CONFORMING PRODUCTS

NeroCasa takes responsibility for addressing products that are defective, damaged, incomplete, incorrect, or materially different from what was agreed at the time of purchase, subject to applicable law.

If you believe there is an issue with your order, contact NeroCasa as soon as reasonably possible.

Please provide:

Order number;
Customer name;
Photographs of the product;
Clear photographs of the affected area;
Video where useful;
Description of the issue; and
Any other information reasonably requested by NeroCasa.

After assessment, NeroCasa may provide an appropriate remedy depending on the circumstances and applicable law.

This may include:

Repair;
Replacement;
Correction;
Completion of missing components;
Collection and re-delivery; or
Refund.

The appropriate remedy will depend on the nature and seriousness of the issue and the circumstances of the order.

5. DAMAGE DURING DELIVERY OR INSTALLATION

NeroCasa provides delivery and installation for applicable furniture orders within the UAE.

Our delivery and installation teams are expected to take reasonable care when handling your furniture.

Customers should inspect the product during or immediately following delivery and installation.

If visible damage is identified:

Notify the delivery or installation team immediately where possible;
Take clear photographs and/or video;
Keep the product and packaging in the condition received where reasonably possible; and
Contact NeroCasa with your order information.

Where assessment determines that damage occurred during transportation or installation by NeroCasa or an appointed delivery/installation provider, NeroCasa will arrange an appropriate resolution in accordance with applicable law.

6. NATURAL MARBLE IS UNIQUE

Marble is a natural stone, and no two slabs are guaranteed to be identical.

Natural variations may include:

Veining;
Colour;
Tone;
Texture;
Mineral deposits;
Patterns;
Natural pores;
Fossils;
Mineral markings;
Fissures or other natural stone characteristics.

These characteristics are inherent to natural marble.

A finished piece may therefore differ from:

Website photographs;
Social media photographs;
Display pieces;
Previous orders;
Other pieces made from the same marble type; or
Digital representations shown on a screen.

Such natural variation does not automatically constitute a defect.

Where a specific marble slab or selection has been approved by the customer, NeroCasa will make reasonable efforts to manufacture the order consistently with that selection. However, the final piece remains subject to the natural characteristics of the stone.

Exact replication of a photograph, veining pattern, shade, or mineral marking cannot be guaranteed.

7. DIMENSIONS AND CUSTOMER-APPROVED SPECIFICATIONS

Customers are responsible for carefully reviewing the dimensions and specifications of their order before production begins.

This includes, where applicable:

Length;
Width;
Height;
Thickness;
Marble selection;
Finish;
Shape;
Base specifications;
Edge profile; and
Other custom requirements.

Where a customer supplies or approves measurements or specifications, NeroCasa will manufacture according to the approved information.

If incorrect information is supplied or approved by the customer, NeroCasa may not be responsible for resulting sizing, fit, access, or compatibility issues unless the issue resulted from an error by NeroCasa.

Customers should ensure that the intended location can accommodate the completed product, including its delivery and installation requirements.

8. CUSTOMER ACCESS AND DELIVERY CONDITIONS

Before ordering, customers should consider whether the product can reasonably be transported into the intended property.

Customers should inform NeroCasa of relevant restrictions, including:

Narrow entrances;
Small elevators;
Stairs;
Restricted building access;
Limited parking;
Security restrictions;
Restricted delivery hours; or
Other access limitations.

Where a product cannot be delivered or installed because of conditions attributable to the customer or the property, NeroCasa may need to reschedule delivery or agree an alternative arrangement.

Reasonable additional costs arising from customer-caused delivery difficulties may apply where communicated and agreed.

9. CHANGE-OF-MIND RETURNS — COSTS

Where NeroCasa approves a change-of-mind return, the customer may be responsible for reasonable costs associated with:

Collection;
Transportation;
Handling;
Re-delivery where applicable; or
Other return logistics.

Any applicable costs will be communicated where reasonably possible.

This section does not apply in a manner that would unlawfully reduce a customer's mandatory rights under UAE law.

10. PRODUCTS DAMAGED AFTER DELIVERY

NeroCasa is not generally responsible for damage caused after successful delivery and installation where the damage results from circumstances attributable to the customer or a third party.

Examples may include:

Improper use;
Accidental impact;
Improper movement;
Third-party installation;
Unauthorised repairs;
Unauthorised modifications;
Excessive heat;
Scratches occurring after delivery;
Use of inappropriate chemicals or cleaning products;
Failure to follow care instructions; or
Other misuse or negligence after delivery.

This does not affect rights relating to an underlying manufacturing defect or another issue for which NeroCasa is legally responsible.

11. REFUNDS

Where a refund is approved, NeroCasa will generally process the refund to the original payment method used for the order, unless another method is agreed or required by applicable law.

Once NeroCasa has processed the refund, the time required for the funds to appear in the customer's account may depend on:

The customer's bank;
Card issuer;
Payment provider; or
Other financial institution.

NeroCasa is not responsible for processing delays caused by third-party financial institutions after the refund has been successfully initiated by NeroCasa.

12. EXCHANGES

Customers may request an exchange where appropriate.

Exchange requests are subject to:

The condition of the product;
Whether the product is made to order;
Whether production has commenced;
Availability of the requested replacement;
The reason for the exchange; and
Applicable UAE law.

Products that are defective, damaged, incorrect, incomplete, or materially non-conforming will be assessed and addressed in accordance with applicable law.

A change-of-mind exchange may not be available for custom-made or personalised products once production has commenced.

13. CUSTOM-MADE PRODUCTS

Custom-made products require particular consideration because they may be manufactured specifically according to an individual customer's requirements.

Once production has commenced, a customer may not be able to cancel, return, or exchange a custom-made product solely because of a change of mind.

This may include products manufactured according to:

Customer dimensions;
Customer drawings;
Customer-provided references;
Customer-selected materials;
Custom shapes;
Custom bases;
Custom finishes; or
Other individually requested specifications.

This section does not remove any mandatory rights relating to defective, damaged, incorrect, or non-conforming goods under UAE law.

14. RETURN CONDITION

Where a return is approved, NeroCasa may require the product to be returned in an appropriate condition.

The customer must not:

Modify the product;
Repair the product without approval;
Alter the product;
Remove essential components;
Deliberately damage the product; or
Subject the product to unreasonable use before return.

NeroCasa may inspect the product before confirming the final return or refund outcome.

15. INSPECTION AND ASSESSMENT

NeroCasa may reasonably request photographs, videos, measurements, documentation, or a physical inspection to determine the nature of an issue.

Where physical inspection or collection is required, NeroCasa will coordinate the process with the customer.

Assessment may consider:

The condition of the product;
The original order specifications;
The production details;
The reported issue;
Delivery and installation circumstances;
Whether the issue is a natural characteristic of marble;
Whether the issue resulted from customer use or damage; and
Any other relevant circumstances.

16. HOW TO REQUEST A RETURN, REFUND, OR EXCHANGE

To submit a request, contact NeroCasa using the contact details published on our website.

Please provide:

Order Number:
Customer Name:
Phone Number:
Email Address:
Date of Delivery:
Reason for Request:
Photographs / Videos:

For damaged or defective products, clear photographs and video can significantly assist with assessment.

NeroCasa will review the request and communicate the next steps.

Submitting a request does not guarantee that a return, exchange, replacement, repair, or refund will be approved. Each request will be assessed according to the circumstances, this policy, and applicable UAE law.

17. UNDELIVERABLE OR REFUSED ORDERS

If a customer refuses or prevents delivery of an order without a valid reason, NeroCasa may contact the customer to arrange an alternative delivery.

For made-to-order or custom products, refusing delivery does not automatically cancel the customer's payment obligation or create an automatic right to a refund.

Any resulting cancellation, return, storage, collection, or transportation arrangements will be assessed under this policy and applicable UAE law.

18. NO WAIVER OF LEGAL RIGHTS

Nothing in this policy is intended to exclude, restrict, or waive any consumer right, guarantee, remedy, or protection that cannot legally be excluded under the laws and regulations of the United Arab Emirates.

If applicable law provides a customer with a mandatory right that conflicts with a provision of this policy, the mandatory legal requirement will prevail to the extent of the conflict.

19. POLICY ABUSE

NeroCasa reserves the right to investigate return and refund requests where there is reasonable concern regarding misuse of the return process, false claims, intentional damage, fraudulent activity, or other abuse.

This does not affect legitimate consumer rights or remedies available under applicable UAE law.

20. CONTACT US

For return, refund, exchange, damage, or product-related enquiries, please contact:

NeroCasa
United Arab Emirates

Website: https://nerocasa.com/
Email: nerocasamarbles@gmail.com
Phone / WhatsApp: +971 50 858 8828

21. CHANGES TO THIS POLICY

NeroCasa may update this Return & Refund Policy from time to time to reflect changes to our products, services, operations, or applicable legal requirements.

The version applicable to an order will generally be the version in effect when that order was placed, subject to any mandatory requirements of UAE law.

Effective Date: September 2, 2026
Last Updated: September 3, 2026