This policy explains how to return goods bought from Buildplate and when we issue refunds. It applies to distance (online) sales in the United Arab Emirates and is intended to meet Federal Law No. 15 of 2020 on Consumer Protection and its executive regulations. Your statutory rights are not affected.
1. Cooling-off period (standard goods)
For unused, non-personalised catalogue products, you may withdraw from the contract within 14 calendar days of receiving the goods, without giving a reason. This reflects the typical cooling-off right for distance contracts under UAE consumer protection rules.
To use this right, the item should be:
- Returned within the 14-day period (or proof of sending within that period)
- Unused, in the same condition you received it, with original packaging where reasonably possible
- Complete with accessories included in the order
Unless the goods are defective or not as described, you normally bear the cost of return shipping. We recommend a trackable service. Risk in the returned goods stays with you until we receive them.
2. Goods that cannot be returned under cooling-off
UAE distance-selling rules allow traders to exclude cooling-off for certain goods. The following are not eligible for a change-of-mind return once production has started or the item has been personalised, unless they are defective or not as agreed:
- Products made to your specifications (custom dimensions, colours, layouts, attachments, engraving, or similar)
- Photo-based or artwork-based products (including lithophane frames) produced from files you supplied
- Sealed goods that are not suitable for return for health or hygiene reasons if you unsealed them
- Goods that were clearly personalised as a gift after you approved a mock-up
Please check configurations and artwork carefully before you pay or approve a proof. See also Order Cancellation.
3. Defective, damaged, or not as described
If goods are defective, unsafe, damaged in transit due to our or the courier's fault, or significantly different from the description or your confirmed order, you are entitled to a remedy under UAE consumer protection law. Depending on the issue, that may be repair, replacement, or a refund.
As a store commitment, contact us within 30 days of delivery with photos so we can resolve manufacturing defects quickly. This does not shorten any longer period the law gives you for hidden defects or goods that are not fit for their ordinary purpose.
For defects or our error, we cover return shipping and any replacement delivery.
4. How to start a return
- Email info@buildplate.ae with your order number, the product, and the reason (cooling-off, defect, or other). Attach photos if relevant.
- We will confirm whether the return is approved and how to send the item back.
- Ship the goods as instructed. Keep the tracking number until the refund is complete.
5. Refunds
Once we receive the returned goods (or you provide reasonable proof of return) and confirm they qualify, we refund the price you paid for those goods, including original outbound delivery where the law or this policy requires it (for example defects or our cancellation).
Refunds are made to the original payment method within 14 days. Banks and card schemes may take additional time to show the credit. We will not charge a restocking fee for a valid cooling-off or defect return.
If we made an error on a custom item, we will reprint or refund as agreed after you contact us, ideally within 48 hours of delivery with photos.
6. Promotional items and gifts
If a free gift was added because your basket met a threshold, and a return takes the remaining goods below that threshold, we may ask you to return the gift or deduct its ordinary selling price from the refund, unless the return is for a defect in the paid goods.
7. Complaints
If we cannot resolve a return or refund, you may contact the Ministry of Economy — Consumer Protection (moec.gov.ae) or the economic department of the emirate where you live or where we operate.
