RETURN POLICY

Ordering a MacKenzie-Childs piece is more than just a purchase, it’s the beginning of a joyful journey, filled with the excitement of bringing whimsical artistry into your home. While we hope every experience delights you, should you need guidance, our comprehensive return and refund policy for online orders below will walk you through the next steps with ease.

 

RETURN PERIOD

  • You may request a return within 7 days of receiving your order.

  • This applies only to items purchased from our Dubai showroom or warehouse.

  • Items shipped from our USA distribution center (import stock) are final sale and non-refundable once dispatched.

 

ELIGIBILITY FOR RETURN

To qualify for a return:

  • The item must be unused, unopened, with original tags and packaging, and in the same condition you received it.

  • You must provide a valid proof of purchase.

  • Sale, discounted, or discontinued items cannot be returned.

  • Custom-made or personalized orders are non-refundable.

To start a return, please email care@mackenzie-childs.ae. If approved, we will give you instructions on how and where to send the product back.

Items returned without prior approval will be refused.

Return shipping costs are your responsibility.

 

CREDITS AND REFUNDS

  • A restocking fee may be applied and deducted from your refund.

  • Refunds will be made to the original payment method within 30 days (depending on your bank).

  • Shipping and customs duties are non-refundable.

  • Discounted Orders
    Refunds for items purchased with a promotional discount (such as our welcome 10% offer) will be calculated based on the amount actually paid after the discount, not the original full price. Discounts or promotional codes are not refundable or reusable once the order has been placed.

 

REPLACEMENTS

We understand that sometimes there may be a change of heart after your purchase. For products ordered online from our Dubai stock, we are pleased to offer replacement within 3 days of purchase, provided the item is in pristine, unused condition and the requested replacement is available in our Dubai showroom. This is a one-time courtesy for UAE online customers only. To process a replacement, you must visit the showroom in person.

  • If the replacement item is higher in price, the customer will pay the price difference.

  • If the replacement item is lower in price, no refund or store credit will be issued for the difference.

  • Replacements are subject to stock availability at the time of the request.

Please note:

  • Replacements are not available for products shipped from our USA distribution center (import stock).

  • Replacements are also not offered for GCC online orders.

 

DAMAGED RETURNS

Our products are handcrafted by artisans in the USA and abroad, and small variations in paint, color, or shape are normal and part of the unique character of each piece. These are not considered defects.

MacKenzie-Childs will not replace or return any items that are broken, chipped or damaged due to regular wear and tear or mishandling. MacKenzie-Childs designs are delicate in nature and should be treated and cared for as outlined on our website and in our care instructions.

If your order arrives damaged due to shipping:

  • If the damage is clearly visible at delivery (e.g., broken, crushed, or leaking package), you may refuse to accept the shipment and notify us immediately.

  • If the damage is noticed after opening the package, please notify us within 24 hours of delivery and keep the damaged item, carton, and packaging material for inspection.

Our customer support team will assist you with the return, replacement, or refund process.

 

FURNITURE RETURNS

  • Furniture can be returned within 7 days of delivery with proof of purchase.

  • A 30% restocking fee applies.

  • Returns must be pre-approved and arranged with our customer service or showroom. Unauthorized returns will be refused.

  • Damaged furniture must be reported within 5 business days of delivery. Claims made after this time will not be accepted.

  • Missing furniture parts or items must be reported immediately.

 

RECEIVING ORDERS

  • Please check your order at delivery.

  • If boxes look damaged (dented, punctured, crushed, etc.), notify the courier immediately.

  • If damage seems serious, refuse delivery and contact us at once.

 

VAT REFUNDS

In line with UAE VAT law, any approved refund will also include the 5% VAT originally charged on the returned item(s). For partial refunds, the VAT refunded will be calculated proportionally. Please note that shipping fees, customs duties, and taxes paid outside the UAE are non-refundable.

RETURN POLICY FOR INTERNATIONAL CUSTOMERS

  • International orders (outside the UAE) are not eligible for replacements, and returns are subject to shipping costs both ways.

  • Shipping costs to and from the UAE for international returns are your responsibility.

 

PRICE ADJUSTMENTS

  • If the price of an item you purchased is reduced within 10 days of your order date, you may request a one-time price adjustment.

  • Refunds will be made to the original payment method with proof of purchase.

  • Price adjustments do not apply to:

    • Free shipping promotions

    • Gifts with purchase or bundled offers

 

ADDITIONAL INFORMATION

We are pleased to assist you with any questions and concerns related to returns. Please contact us for further assistance.

Dubai Consumer Rights Logo

We fully comply with Dubai Consumer Protection Law, ensuring that your rights as a consumer are always protected. For more information, please visit consumerrights.ae.