Refund policy
Returns & Installation:
Returns are accepted for change-of-mind cancellations only where products have not been installed, altered, or damaged after delivery. Once a product has been installed, change-of-mind returns will not be accepted.
This does not affect your rights under our Product Warranty. If an installed product develops a defect consistent with a manufacturing fault, you retain the right to make a warranty claim in accordance with the Warranty section of these terms. The following are not considered valid grounds for return or warranty claim after installation:
Damage caused during or after installation (when WoodUpp installers have not been used):
Defects resulting from incorrect installation or failure to follow WoodUpp’s installation guidelines
Normal wear and tear
Colour variation within acceptable manufacturing tolerances
Products that have been cut, modified, or customised after delivery
By proceeding with installation, the customer acknowledges that WoodUpp Middle East panels are a permanent wall fixture. WoodUpp UAE accepts no responsibility for any damage caused to walls, surfaces, ceilings, or any other part of the property during or after installation, including but not limited to:
Damage caused when attaching panels to walls
Marks, holes, or surface damage resulting from the installation process
Damage caused when removing or uninstalling panels
Any costs associated with restoring walls or surfaces to their original condition
It is the customer’s sole responsibility to ensure that the installation surface is suitable and that installation is carried out correctly, either by a qualified professional or strictly in accordance with WoodUpp’s installation guidelines. WoodUpp Middle East strongly recommends engaging a qualified installer. Any costs of remediation, redecoration, or restoration of surfaces are entirely the customer’s responsibility.
WoodUpp Installation Terms:
Call out fees: please note that we charge for call out fees. If you go ahead with the installation, the call out fee will be absorbed into the final installation fee.
Please note the price per panel does not include installation. Installation can be managed by our team so please request a quote at pm@woodupp.ae.
If you have booked and paid for installation through our team, please note the following:
- All installation surfaces must be level, dry, structurally sound, and ready to receive the panels.
- All electrical, plumbing, HVAC, and any other related building works within the installation area must be completed before commencement.
- The installation area must be cleared of obstructions and provide unrestricted access for our installation team.
- A reliable power supply and sufficient working space must be available throughout the installation period.
- Any moisture ingress, water damage, structural defects, or substrate issues must be rectified before installation. Please note that WoodUpp cannot be held responsible for any pre-existing site conditions, substrate defects, or moisture-related issues that may affect the performance or appearance of the finished installation.
If our installation team arrives on site on the date requested and confirmed by the installer controller and client and the site is not ready, a call out fee will be charged to the client.
Returns should be sent to:
Clarion Logistics Middle East Plot No. S10838, Jafza P.O Box 17656, Jebel Ali Dubai, UAE
Condition of Returned Items
You are welcome to inspect and handle your items upon receipt, in the same way you would when assessing a product in a physical store. However, any handling beyond what is reasonably necessary to assess the product may result in a reduction in your refund.
Items returned without their original packaging may be subject to a reasonable deduction from the refund amount, proportionate to any reduction in the resaleable value of the goods. Any deduction applied will be clearly communicated to the customer in writing before the refund is processed, along with a reasonable explanation of how the deduction amount was calculated. WoodUpp Middle East will never apply a deduction that exceeds the actual reduction in commercial value of the returned item. To avoid any deduction, we strongly recommend retaining and reusing the original WoodUpp packaging for all returns.
Refunds
If you cancel your purchase within the allowed period, we will refund all payments received from you, including standard delivery costs, within 14 days of receiving the returned goods or proof of return — whichever comes first, unless there is a legitimate reason for delay. Please note that any additional delivery costs incurred by choosing a non-standard delivery method will not be refunded. Refunds will be processed using the same payment method used for the original transaction. If the returned item shows signs of use or damage beyond normal inspection, a deduction reflecting the diminished value may be applied to your refund.
Product Warranty
All products purchased from www.woodupp.ae come with a 12-month warranty from the date of delivery. If you discover a defect in your product, you are entitled to one of the following remedies depending on the nature of the issue: repair, replacement, a partial discount, or a full refund.
All products must be thoroughly inspected by the customer upon delivery and before installation. WoodUpp Middle East strongly recommends that customers check all items for visible defects, surface damage, colour inconsistencies, and missing components prior to fitting. By proceeding with installation, the customer confirms acceptance of the product’s visible condition.
Warranty claims for visible defects such as surface damage, colour inconsistencies, or missing components will only be considered if reported to WoodUpp Middle East in writing at pm@woodupp.ae before installation takes place.
Warranty claims for latent or manufacturing defects that could not reasonably have been identified prior to installation will be considered provided that:
The claim is submitted in writing within 30 days of the defect being discovered
The defect is consistent with a manufacturing fault and not caused by improper installation, misuse, or external damage
Photographic evidence of the defect is provided at the time of the claim
The product has been installed by a qualified professional or in accordance with WoodUpp’s installation guidelines
If your warranty claim is approved, we will cover reasonable return shipping costs. Please ensure the item is returned in secure packaging and that you retain proof of postage. When returning an item under warranty, please clearly describe the defect in writing.
Warranty claims should be sent to:
Clarion Logistics Middle East Plot No. S10838, Jafza P.O Box 17656, Jebel Ali Dubai, UAE
Business Customer Terms
These terms and conditions are intended primarily for consumer purchases. Where goods are purchased by a business, contractor, interior designer, developer, or any other commercial entity (a “Business Customer”), the following variations apply.
The following consumer rights do not apply to Business Customers:
The 14 day right of cancellation
The 12 month consumer warranty — Business Customers receive a 6 month warranty from date of delivery
The right to a full refund for change of mind returns
Business Customers are responsible for:
Inspecting all goods upon delivery and reporting any defects or shortages in writing within 48 hours of delivery
Ensuring all products are installed in accordance with WoodUpp’s installation guidelines
Any damage caused to third party properties during installation
For Business Customers placing orders above AED 10,000, separate commercial terms may apply. Please contact us at pm@woodupp.ae to discuss a commercial agreement.
A Business Customer is defined as any person or entity purchasing goods for resale, installation in a commercial or residential development, or any other non-personal use. By placing an order, Business Customers confirm that they are purchasing in a commercial capacity and waive any consumer protection rights that would not ordinarily apply to commercial transactions under UAE law.
Complaints & Dispute Resolution
If you are unhappy with your purchase or the resolution provided, we encourage you to contact our customer support team in the first instance at pm@woodupp.ae. We are committed to resolving all complaints fairly and promptly.
If we are unable to resolve your complaint to your satisfaction, you have the right to escalate your complaint to the relevant UAE consumer protection authority. In Dubai, complaints can be filed with the Department of Economic Development (DED) via their Consumer Rights portal at consumerrights.ae. Outside of Dubai, complaints may be directed to the Ministry of Economy’s Consumer Protection Department.
