Returns Policy

What is your policy on returns?
We understand that you may occasionally wish to return your purchases. We'll be happy to help you with the process.
We do not accept:
-  Products damaged by misuse or showing signs of wear, even if they are still under warranty.
- Products that have been used, altered, assembled or installed, unless they are defective.
- Lingerie, underwear, swimwear, beachwear, jewellery, perfumes, disposable items such as nappies, or nursing and maternity products like bottle warmers, if their packaging has been opened. Of course, we will take back defective products.
- Toiletries, perfumes and cosmetics.
- Bedding, mattresses, bath products, kids' products, pillows, sheets, comforters, bed-in-a-bag, duvets, duvet covers, memory foam, towels and bathrobes that have been removed from their packaging.
-  Products that have already been assembled, unless there is a manufacturing defect. We reserve the right to check for defects and will repair or replace the defective products at our discretion.
-   Products you wish to exchange for a different colour or size. (We currently do not offer an exchange service which means that you will need to return the product first and purchase what you wish instead).
Please return your non-furniture products in their original packaging, within 14 days of delivery. Double-check that you've included the original invoice, all the accessories, promotional gifts and warranty cards that came with your order.
 
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Can I return part of a promotional purchase, where the discount was calculated on the total cost of my purchase?
Yes, you can return items that were originally part of a promotion, but you will lose out on the discount.
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What if I want to return a product that was part of a Buy 1 Get 1 Free offer or a Bundle promo?
If you want to return part of such an order, call Customer Service or return the product to our store. Please note, you will only be able to place an online return request if you're returning the entire order.
Here's how your refund works: 
Once we receive all the products we will issue the refund to your credit card, bank account, PayPal or Tabby account as the case may be.
If you paid by cash, here's how your refund works:
- If you return your order by calling Customer Support, you can ask for a bank transfer, a refund to your Shukran Pay wallet or a Credit Voucher (in case your Shukran Pay wallet is not activated or you're a guest user). 
- If you return to store, you can request for a cash refund, a Credit Voucher or a refund to your Shukran Pay wallet.
- If you place an online return request, you’ll receive a refund to your Shukran Pay wallet or a Credit Voucher  (in case your Shukran Pay wallet is not activated or you're a guest user).
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My Same Day Delivery didn't arrive on the same day. Will my Same Day Delivery charge be refunded?
If, for some reason, we fail to deliver on the same day, your Same Day Delivery charges of AED 18 will be refunded to you.
However, if you miss the delivery because you're not at the delivery location when our delivery partner arrives with the order, we're sorry, your Same Day Delivery charges will not be returned to you.
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What if I want to return part of an order that came with a voucher?
Whether you return your order partially or fully, your voucher will be cancelled. You will however, receive a refund for your return.
If you've already spent your voucher, the value of the voucher will be deducted from your refund.
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My original order was AED 200 or more, so I qualified for free shipping. Do I still get free shipping if I return all or part of my order?
Yes, you will. We will not deduct shipping charges from your refund.
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Can I exchange my purchase for another product?
You'll be able to return a product to a Splash or Centrepoint store, and use your cash refund or Credit Note to buy a new product right away. However, you'll only receive a cash refund if you'd paid for your order by cash.
Your Credit Note will be valid for 6 months from the date of issue and can be used online or in-store.
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If I pay for my order with a Credit or Debit Card, how long will it take to process my refund?
If you've paid by Credit or Debit Card, here's how long it will take:
1. 2-3 business days to receive your returned items.
2. 2 business days to perform a quality check and issue the refund.
Your bank or card issuer may take an additional 4-15 business days to process the transaction.
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I paid for my order by Cash on Delivery. Can I return the products and get a cash refund?
Your Cash on Delivery charge will only be refunded if you return your entire order.
Here’s how it works:
Return to store – If you paid by cash and then returned a product to the store, you can get a cash refund. You can also opt for a Credit Voucher or get a refund to your Shukran Pay wallet.
Call for a pickup – You can ask Customer Support to transfer your refund to your bank account or opt for a refund to your Shukran Pay wallet. Guest users can opt for a Credit Voucher. 
Online return – We’re sorry, we won’t be able to offer you a cash refund or a bank transfer. You'll receive a refund to your Shukran Pay wallet, while guest users and users who have not activated Shukran Pay will get a Credit Voucher.
Credit Vouchers are valid for 12 months from the date of issue and can be used online and in-store.
Refunds to Shukran Pay wallet can be checked in the Shukran Pay section under My Account and can be used to shop any of our brands online or in-store.
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What is Shukran Pay?
Shukran Pay is a secure wallet which can be used to shop all Landmark Group brands, online or in-store. You can get instant refunds for your returns into your Shukran Pay wallet.
If you pay for a product by cash and return it, we’ll refund the amount to your Shukran Pay wallet.
Refunds for products you've shopped with Shukrans, gift cards or Credit Vouchers will only go to your Shukran Pay wallet. If not activated, then a new Credit Voucher will be issued for the refund amount.
Please note, we’ll be able to credit your refund to Shukran Pay only if you’re a registered user with an activated Shukran Pay wallet. Guest users or registered users who have not activated their Shukran Pay wallet will receive a Credit Voucher. The voucher will be valid for 12 months from the date of issue and can be used to shop any Landmark Group brand, online or in-store.
You will not be able to use your Shukran Pay balance to pay for shipping or Cash on Delivery charges.
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I paid for an order with my Shukrans and then cancelled the order, what happens to my balance?
The amount will be refunded to your Shukran Pay wallet. You can check the updated balance in My Account.
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I paid for an order using only a Return Voucher, and then cancelled the order. Can I use the Return Voucher again?
Sure. You can use the Return Voucher again after an email confirmation from us.
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I paid for part of my order with Shukrans or a Credit Voucher and requested to pay the balance using Cash on Delivery. I cancelled the order before it arrived. How will my refund be processed?
You’ll receive a refund for the same amount to your Shukran Pay wallet. You can then use your Shukran Pay balance to shop any of our brands, online or in-store.
If you're a guest user or a registered user who has not activated your Shukran Pay wallet, we will issue a new Credit Voucher for the same amount as your existing one. Your new Credit Voucher will be valid for 12 months from the date of issue, and can be used to shop any of our brands, online or in-store.
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I paid for part of my order with my Shukrans or Credit Voucher and the rest with my Credit Card, Debit Card, PayPal or Tabby, and then cancelled the order before it was dispatched. How will my refund be processed?
We'll credit back the balance you spent through Shukrans to your Shukran Pay wallet.
If you're a guest user or registered user who has not activated your Shukran Pay wallet, we will issue a new Credit Voucher for the same amount as your existing one. Your new Credit Voucher will be valid for 12 months from the date of issue and can be used to shop any of our brands, online or in-store.
The rest of your payment will be refunded to your Credit Card, Debit Card, PayPal or Tabby account, depending on your payment method.
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I paid for part of my order using either Shukrans or Credit Voucher and the rest of it with a Credit Card, Debit Card, PayPal or Tabby. I want to return the entire order now. How is my refund processed?
No problem. After we verify your returns, we'll credit back the balance you spent through Shukrans to your Shukran Pay wallet.
If you're a guest user or registered user who has not activated Shukran Pay wallet and used a Credit Voucher, we will issue a new voucher for the same amount as your existing one. Your new Credit Voucher will be valid for 12 months from the date of issue, and can be used to shop any of our brands, online or in-store.  
The remaining amount will be refunded to your Credit Card, Debit Card, PayPal or Tabby account, depending on your payment method.
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I paid for an order using a Credit Voucher and a Credit or Debit Card, but I want to return a part of my order. How is my refund processed?
If you want to return a part of your order, we will issue a new Credit Voucher, or a refund to your Shukran Pay wallet. The rest of the amount will be refunded to your Credit or Debit Card.
This could work in the below manner: 
Imagine an order with three products worth AED 20 each, having a total value of AED 60. The order was paid for with a Credit Voucher or Shukrans worth AED 30 as well a Credit or Debit Card. If you return two products, your refund of AED 40 will be split between a Credit Voucher or Shukran Pay, worth AED 20 (refund of AED 10 for each product) and a Credit or Debit Card refund worth AED 20 (refund of AED 10 for each product).
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I’ve just returned my Cash on Delivery order. Will my Cash on Delivery charge be refunded?
It depends on whether you return your order fully or partially. If you return the entire order, your Cash on Delivery charges will be refunded. If you return only part of your order, your Cash on Delivery charges will not be refunded.
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I just returned my Same Day Delivery order. Will my Same Day Delivery charges be refunded?
Your Same Day Delivery charge is the additional AED 18 that you pay to get your product delivered the same day to select locations in Dubai, Sharjah and Ajman.
- You received the wrong product.
- It was damaged.
- It did not match the description on the site.
Your Same Day Delivery charge will not be refunded if you’ve returned your products for any other reason, such as ordering the wrong size.
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If I return a product to store, can I receive my refund partly in cash, and the remaining as a Credit Voucher ?
No, we're sorry, you will not be able to split your refund in any way.
If you've paid by cash, you can opt for a cash refund, a Credit Voucher  (if your wallet is not activated) or a refund to your Shukran Pay wallet.
If you've paid by card, you'll receive a refund to your card or Shukran Pay or Credit Voucher (if wallet is not activated).
 
Your Credit Voucher will be valid for 12 months from the date of issue, and can be used to shop any Landmark Group brand, online or in-store.
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If I paid for my order with Shukrans and then cancelled the order before dispatch, how is my refund processed?
If you cancel the order before dispatch, the Shukrans you've spent will be credited back to your Shukran Pay wallet.
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Where can I spend my Credit Voucher ?
Credit Vouchers can be used to shop at any Landmark Group brand, online or in-store.
Your Credit Voucher will be valid for 12 months from the date of issue.
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If I return a product that I bought with a Credit Voucher to a store, how is my refund processed?
We'll first check your products. Once that's done, you can opt either for a Credit Voucher, or a refund to your Shukran Pay wallet. 
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If I buy a product partly with cash and partly with Shukrans or a Credit Voucher, and then return it to a store, how is my refund calculated?
For your cash payment, you will receive a cash refund. The amount that you've paid using Shukrans or a Credit Voucher will be returned to you either as a new Credit Voucher or refunded to your Shukran Pay wallet.
You can also opt to receive your full refund in your Shukran Pay wallet or as a Credit Voucher .
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I bought a product by paying Cash on Delivery and returned it to store in exchange for a Credit Voucher, which I then spent on new purchases. If I return these new products I bought to a store, can I receive a cash refund?
No, we're sorry, we offer cash refunds only when you return a product bought by Cash on Delivery, to a store. Since your second purchase was made with a Credit Voucher, it is no longer eligible for a cash refund on return.
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If I paid for my order with Shukrans and then returned it to a store, how is my refund processed?
When you return a product to a store, the Shukrans you've spent will be credited back to your Shukran Pay wallet.
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If I decide I don't want my order when it's being delivered, can I return it directly to your delivery partner?
Yes, you can return your order at the time of delivery.
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I have other questions about returns, refunds and cancellations. Who can I call?
Our Customer Support team is here to answer your questions 24 hours a day, 7 days a week. Call us on 800-SPLASH (800-775274).
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Will my VAT be refunded when my products are returned?
Yes, your VAT will be refunded to you. Just make sure that you include your invoice when you make a return.
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I just returned my order. Will I receive refund of charity amount?
Unfortunately, no. Charity donations are non-refundable.
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I just cancelled my order. Will I receive refund of charity amount?
We're sorry, charity donations are non-refundable. Unfortunately, this applies both if you cancel the order or if we do so at our end because of stock, shipment or other issues. 
However, if you have placed a Cash on Delivery order, you will not need to pay the charity donation if you cancel your order. 
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