Refund policy

Pan Gulf Refund & Return Policy

Customer Satisfaction

At Pan Gulf, customer satisfaction is our priority. We are committed to delivering high-quality customized furniture and interior solutions that meet the approved specifications and provide an exceptional customer experience.

If you have any questions or concerns regarding your order, our Customer Care team is available to assist you throughout the process.

Customized Furniture & Interior Orders

As the majority of Pan Gulf products are custom-made and manufactured specifically for each customer, all orders are produced according to the dimensions, finishes, materials, and specifications approved prior to production.

Because these products are made exclusively for you, they cannot be resold or restocked.

Accordingly:

  • Customized and made-to-order products are non-returnable and non-refundable.

  • Customers are responsible for carefully reviewing and approving all drawings, dimensions, finishes, colours, materials, and specifications before production begins.

  • Once production has commenced, orders cannot be cancelled except where required by applicable law or otherwise approved by Pan Gulf.

Standard Products

Where Pan Gulf supplies standard, non-customized products, returns may be accepted provided the product:

  • is unused and in its original condition;

  • is returned in its original packaging (where applicable); and

  • complies with the return conditions outlined below.

Order Cancellation

Orders may be cancelled within 24 hours of placement for a full refund, provided production has not commenced.

After this period, manufacturing, procurement, and production activities begin.

Cancellation requests received after production has started may:

  • incur cancellation charges;

  • be ineligible for a monetary refund; or

  • be approved as Store Credit at Pan Gulf's discretion.

Customized orders cannot be cancelled once production has commenced.

Returns & Refunds

For eligible standard products, return requests must be submitted within 14 days from the delivery date.

Returns requested after this period cannot be accepted.

Manufacturer warranties, where applicable, will continue to apply.

If a customer refuses delivery without a qualifying reason under this policy, applicable delivery and return transportation charges may be deducted from any approved refund.

Incorrect Product

If the delivered product differs materially from the approved order confirmation or product description, Pan Gulf will arrange collection at no additional cost.

Following inspection, Pan Gulf may:

  • provide a replacement;

  • issue a full refund; or

  • offer an exchange where appropriate.

If the product is found to match the approved specifications, the return request may be declined.

Damaged or Defective Products

Customers should inspect all products immediately upon delivery and notify Pan Gulf within 48 hours if damage or manufacturing defects are identified.

After inspection, Pan Gulf may:

  • repair the product;

  • replace the affected item;

  • replace defective components;

  • exchange the product; or

  • issue a refund where repair or replacement is not reasonably possible.

For minor transport-related damage, repair or replacement is generally the preferred solution.

Damaged Customized Products

If a customized product is damaged during delivery or contains a verified manufacturing defect, Pan Gulf will:

  • arrange collection where necessary;

  • repair or replace the affected item at no additional cost; and

  • where appropriate, provide Store Credit as a goodwill gesture for any inconvenience.

Delivery Timeframes

Estimated delivery dates are provided during quotation or order confirmation.

Production schedules vary depending on project size, customization requirements, material availability, and installation scope.

While Pan Gulf makes every reasonable effort to deliver on schedule, delivery dates are estimates only.

Pan Gulf shall not be liable for delays caused by:

  • supplier delays;

  • shipping or transportation disruptions;

  • customs clearance;

  • force majeure events;

  • customer-requested design changes;

  • delayed site readiness; or

  • circumstances beyond our reasonable control.

Where significant delays occur, Pan Gulf will keep customers informed and work to complete delivery as soon as reasonably possible.

Customer Changes After Approval

Any request to change approved designs, materials, dimensions, finishes, colours, or specifications after production has commenced may:

  • extend production timelines;

  • incur additional charges; and

  • require approval by Pan Gulf before implementation.

Site Readiness & Installation

Customers are responsible for ensuring that:

  • the installation site is safe and accessible;

  • measurements provided are accurate;

  • all required civil works are complete before installation; and

  • sufficient access is available for delivery.

Pan Gulf is not responsible for delays or additional costs resulting from inaccessible sites, incorrect customer measurements, unfinished premises, or restricted access.

Additional delivery or installation visits may incur extra charges.

Incorrect Measurements

Where measurements are supplied by the customer or their representative, the customer accepts responsibility for their accuracy.

Products manufactured according to customer-provided measurements cannot be returned or refunded due to sizing errors.

Where Pan Gulf conducts an official site measurement, products will be manufactured according to the approved measurements.

Remote Area Deliveries

Certain delivery locations, including remote regions within the UAE, may be subject to additional transportation charges.

Where applicable:

  • customers will be informed before delivery;

  • additional charges must be paid before dispatch; and

  • refusal to pay applicable delivery charges after production or dispatch has commenced will be treated as refusal of delivery.

Customized products remain subject to the customized order policy.

Non-Returnable Items

The following products cannot be returned unless they are damaged, defective, or supplied incorrectly:

  • Customized furniture

  • Custom upholstery

  • Made-to-order cabinetry

  • Bespoke wardrobes

  • Interior joinery

  • Mattresses (once unpackaged)

  • Bedding and pillows

  • Carpets and rugs

  • Clearance or final sale items

  • Gift cards and Store Credit

Refund Processing

Approved refunds will be processed using the original payment method wherever possible.

Processing times vary depending on your payment provider.

If you have not received your refund:

  • check your bank account;

  • contact your card issuer; and

  • if the refund is still outstanding after the applicable processing period, contact Pan Gulf Customer Care.

Gift Purchases

Where a product has been purchased as a genuine gift and shipped directly to the recipient, approved refunds may be issued as Store Credit or Gift Credit.

Otherwise, refunds will be processed to the original purchaser.

GCC Delivery & Returns

This policy also applies to deliveries made to:

  • Saudi Arabia

  • Oman

  • Kuwait

  • Bahrain

  • Qatar

Estimated delivery times vary depending on customs clearance, transportation schedules, and installation requirements.

Damaged or Incorrect Products

Customers must notify Pan Gulf within 48 hours of delivery.

Following verification, Pan Gulf will arrange collection where required and provide a repair, replacement, exchange, or refund as appropriate.

Change of Mind

Customized products supplied within GCC countries remain non-returnable and non-refundable.

Eligible standard products may be returned within 14 days provided they:

  • remain unused;

  • are in their original packaging; and

  • are returned at the customer's expense unless otherwise agreed.

Shipment Insurance

All GCC shipments are insured during transit.

If a shipment is lost before delivery, Pan Gulf will investigate with the shipping provider and, where appropriate, arrange a replacement or issue a refund.

Contact Us

If you have any questions regarding returns, refunds, exchanges, warranty claims, delivery, or customized orders, please contact the Pan Gulf Customer Care team.

We are committed to resolving all enquiries fairly, efficiently, and professionally.