PRODUCT WARRANTY

At 2XL Home, we are committed to ensuring the quality and durability of our products. To provide you with peace of mind and confidence in your purchase, we offer the following warranty policy

 

Coverage duration

The warranty period extends for 1 years from the date of purchase, applicable on selected items and only for residential use within the country of purchase. Please note that this warranty does not cover rented, commercial, or other non-residential uses.

What is covered?

• Our warranty covers manufacturing defects and craftsmanship issues pertaining  to furniture components and hardware including electrically operated mechanism, rails, hinges and similar hardware. 
• The warranty may include repair, replacement, or refund options, depending on the nature of the issue and the product's condition.

The warranty doesn’t cover:

• Damage resulting from misuse, mistreatment, abuse, negligence, or normal wear and tear (detailed further in point 4).
• Damages caused by accidents, natural disaster, unauthorised repair or improper assembly, installation or modification by third party 
• Damage resulting from exposure to extreme temperatures, moisture, or sunlight particularly for products not intended for outdoor use
• Incorrect storage, assembly, installation, or cleaning methods, as well as damage due to overloading shelves or drawers.
• Upholstered fabric issues such as tears, flattening, nap, pilling, fading, or stretching/shrinking.
• Stains, spills, or soiling caused by improper cleaning or maintenance.
• Products used as floor samples, display models, or for commercial purposes, as well as those purchased on an As-Is basis (purchase of display products from shop floor)  or during clearance sales.
• Damages caused by pets, such as scratches or chewing
• If the product has been physically modified or altered in any way from its original state
• Unauthored dismantle and Lost Parts or Hardware
• Failure to Comply with Manual Instructions

What is consider normal Tear & Wear

Tear and wear refer to the natural deterioration of a product's appearance or performance over time due to regular use. While our warranty typically covers manufacturing defects and craftsmanship issues, it's important to clarify what falls under tear and wear:

• Fading or discoloration of fabrics or materials over time
• Minor scratches, dents, or scuffs on surfaces caused by everyday use
• Gradual softening or flattening of cushions, padding, or upholstery or conform to the shape of the user
• Slight loosening of joints or fittings due to regular movement and usage
• Minor wear and tear that do not affect the functionality or structural integrity of the product.

Mattress Warranty

Mattresses are covered by a warranty ranging from 7 to 15 years, depending on the specific product.

The mattress warranty excludes:

• Cuts, scratches, or splits caused by sharp objects or accidents.
• Incorrect storage in outdoor or humid conditions.
• Incorrect cleaning, alterations, misuse, or unhygienic usage.
• Incorrect installation on an unsuitable bed base or using incorrect slats.
• The warranty does not cover handles, which should only be used for mattress alignment, not for flipping or lifting.

Claim Process

• To initiate a warranty claim, please contact our customer service team @800295 or customersupport@2xlme.com   within the warranty period.
• Provide proof of purchase, details of the issue, and relevant photographs to support your claim.
• Our team will assess the claim and guide you through the next steps, which may include repair, replacement, or refund.

 

Exclusion

• In cases where tear and wear are deemed excessive or premature, our customer service team will assess the situation and provide appropriate resolution options, which may include repair, replacement, or partial refund, depending on the circumstances.
• Variation in natural leather, including marks, scratches, or wrinkles, are inherent characteristics and are not considered defects.
• 2XL Home reserves the right to modify or update the warranty policy at any time.

 

EXCHANGE & REFUND POLICY - UAE

Exchange policy

Customer can exchange any item within 14 days from date of purchase for any reason if the following conditions are met:

• Item are unused, unopened and remain in the original condition and original packaging
• Furniture items are not delivered and remain in 2XL Home Warehouse
• Credit note will be provided for the full amount, minus shipping fee if items are delivered

 

 

Refund Policy

Customer can refund any item within 14 days from date of purchase for any reason if the following conditions are met:

• Item is found to have manufacturing defect
• Item is discrepancy
• Refund will be processed to the original payment method. Refunds take approximately 14 working days to be credited to customer’s account depending on the individual banking policy

 

Exchange or Refund is not applicable for:

• Item sold “AS-IS”
• Furniture sold from display
• Furniture and lighting that are delivered and installed
• Item without original packaging
• Item showing sign of Tear & Wear
• Towel, Bedding and Textile
• Items that are purchased more than 14 days

 

Terms of Exchange or Refund

• Original receipt is required (photo copy, re- print copy and mobile pictures are not acceptable)
• Credit note or Refund ( if applicable)  will be provided for the full amount, minus 199 Dh shipping fee if items are delivered

• If a purchase is made with promo voucher, and exchange or refund is required, the voucher value will be lost

 

CREDIT NOTE

Credit Note Issue

• Credit note will be issued for any returned items following Exchange & Refund Policy
• Original receipt is required - photo copy, re- print copy and mobile pictures are not accepted

 

Redeem

• Customer can choose to redeem the credit note in full or partially
• If the value of the purchase is less than value of the Credit Note (Partial redemption), the amount will be deducted and the remaining balance will be issued as new credit note
• If order paid with Credit note is cancelled, the amount will be issued as Credit note

 

Terms of Credit Note

• Valid for 180 days from the date of issue
• Can be redeemed only in 2XL Home stores in UAE. Original receipt is required
• Not valid for online purchase
• Any unused store credit can’t be redeemed after 180 days
• Validity date can’t be extended
• Credit note is not refundable and can’t be exchanged for cash

 

STORAGE PERIOD

Free Storage period

• All orders can be stored for free for max of 30 days (1 month) from purchase date and should be delivered to customer any time within this period

Paid storage period

• The free storage period can be extended for additional 30 days after storage payment is completed
• Storage fee = 5% from the transaction value for every additional 30 days
• The max period for paid storage is 90 days

Storage Fee Payment

• Payment can be done in any store prior to next delivery schedule or by payment link provided Store Manager
• Storage fee are non-refundable
• In the even where customer refuse to pay storage fee, 2XL Home reserve the right to cancel the order and issue credit note deducting the applicable storage fees.

Orders stored for more than 90 days

• In the event where the customer didn’t accept the delivery within 90 days, the order will be cancelled and credit note will be issued
• Any unpaid storage fees, will be deducted from the credit note

HOME DELIVERY

Delivery time

• Delivery is fulfilled between 10 AM and 6 PM, 6 days a week (Mon- Sat)
• Orders can be delivered anywhere within UAE

 

Missed Delivery

• In the event where no one is available to receive the order at the time of delivery, the items will be returned back to main warehouse
• New delivery time will be scheduled within 5-7 days and based on slot availability

 

Rescheduling of Delivery

• Customer can request reschedule of delivery 24h before delivery date by calling Customer Service Team at 800295

 

Delivery options

 

Express Delivery

• Available 6 days a week ( Mon- Sat) to all regions except Western Region (Abu Dhabi)
• Available for all items located in Warehouse except Mattresses and bed that needs to be manufactured
• Delivery fee – 299 Dh

 

Standard Delivery

• Available 5 days a week to all region except Western Region and distant Out of City regions
• Delivery to western region is done once a week
• Delivery fee – 99 Dh or free for orders with value higher than 2500 Dh