Refund and Returns Policy

At Excel Kitchen LLC, we take pride in providing premium-quality products and professional service to our valued customers. Our Refund and Returns Policy is designed in accordance with the UAE Federal Law No. (15) of 2020 on Consumer Protection and outlines the conditions under which customers may request a return or refund.

1. Return Eligibility

Customers are eligible to return products within 15 calendar days from the date of delivery, provided the following conditions are met:

  • The product is unused, undamaged, and returned in its original packaging.

  • The product is defective, faulty, damaged during delivery, or not as described.

  • A valid proof of purchase (invoice or receipt) is presented.

Note: Items that have been used, installed, customized, or are no longer in original condition are not eligible for return unless a manufacturing defect is confirmed.

2. How to Request a Return

To initiate a return or exchange, please contact our customer support by email at info@excelkitchenllc.com and include the following:

  • Your full name and contact information

  • Order number and date of purchase

  • A detailed description of the issue

  • Supporting images (for damaged or defective items)

Our team will review your request and provide further instructions, including the return address and shipping details.

3. Return Method

Returns can be made using one of the following methods:

  • By courier/mail to the address provided in the return instructions

  • In-store return at one of our official locations (if applicable)

  • Kiosk return where available

Customers are responsible for safely packaging the product and arranging return shipping unless otherwise instructed.

4. Refund Process

Upon receipt and inspection of the returned item, refunds will be processed within 7 business days. Refunds will be issued using the original payment method. For Cash on Delivery (COD) orders, refunds will be processed via bank transfer or issued as store credit.

Please note:

  • Shipping and handling charges are non-refundable, except in cases where the return is due to our error or product defect.

  • You will be notified once the refund is completed.

5. Exchanges

If preferred, customers may request an exchange for the same or a similar item (subject to availability). Exchange requests follow the same return eligibility criteria outlined above.

6. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Customized or made-to-order products

  • Final sale or clearance items

  • Products that have been damaged after delivery due to misuse or improper installation

7. Legal Compliance

This policy complies with UAE Federal Law No. (15) of 2020 concerning Consumer Protection. Customers who believe their rights have been violated may contact the UAE Ministry of Economy – Consumer Protection Department for further assistance.

If you have any questions regarding our returns policy, please contact us at:
📧 info@excelkitchenllc.com
📞 +971 4 267 9180