Refund & Cancellation Policy

1. About this policy

This policy explains what happens if you cancel a commission, whether deposits or payments can be refunded, and your rights if something we supply is defective. It applies to work made and supplied by Star Wrought Iron (L.L.C.) (النجمة للحديد المشغول (ش.ذ.م.م)), a limited liability company licensed by Dubai Economy & Tourism (Trade Licence No. 301117; Commercial Register No. 77587), and forms part of our Terms & Conditions.

Almost everything we make is custom or bespoke — designed, cut and finished specifically for you and your property — which is why the rules below differ from an ordinary shop purchase.

2. Summary

• Custom work is non-refundable once fabrication has begun.
• Deposits are non-refundable.
• Your legal rights for defective work are not affected. If something we supply is defective, you are entitled under UAE consumer protection law to have it repaired, replaced or refunded, as the law provides.

3. Cancelling a commission

To cancel you must tell us in writing (email or WhatsApp is sufficient) to info@starwroughtiron.ae. What happens depends on when we receive your notice:

“Fabrication begins” means the first cutting, forging, welding, machining or finishing work on materials for your order. We will confirm this in writing if you ask. If you pay a deposit, the amount and payment schedule will be stated in your quotation (50% unless the quotation says otherwise).

4. Changes to an approved design

Once you have approved the drawings, changes may affect price and completion date and, if fabrication has begun, may not be possible. We will tell you the cost of any requested change and start it only when you agree.

5. Defective work — your statutory rights

Nothing in this policy limits your rights under Federal Law No. 15 of 2020 on Consumer Protection and its executive regulations (or other UAE law that applies), which cannot be excluded by contract. If work or a product we supply is defective, does not match the agreed specification, or is not fit for its normal purpose, you may ask us to repair it, replace it or refund you, as the law provides, and we will remedy it in line with those rules.

To make a claim, contact us as soon as you notice the problem — ideally within 7 days of delivery or installation, although the legal time limits apply regardless — and include your name, the project address, photographs and a short description. We may need to inspect the work. We will respond promptly, and if the claim is valid we will repair or replace the item at no charge to you or refund you, as required.

The following are not defects: natural variation in hand-forged or hand-finished metal that is consistent with the approved sample or drawings; damage caused after handover by misuse, impact, alteration or repair by others; ordinary wear and weathering (including corrosion where the recommended maintenance was not carried out, particularly in coastal locations); and problems caused by the condition of the building, walls or floors we fix to when we told you about them in writing. We offer a 12-month workmanship warranty on eligible installations where the product was installed and maintained in line with our guidance.

6. How refunds are paid

When a refund is due we pay it by the same method you used where possible, within 14 working days of agreeing it. Card or bank charges deducted by third parties on the original payment are not refundable unless the refund is for a defect.

7. Complaints

If you are unhappy, please contact us first — email info@starwroughtiron.ae, telephone +971 4 339 1715 or mobile 052 658 8117. We aim to reply within 2 working days. You may also contact the consumer-protection authority in your emirate (for Dubai, Dubai Economy & Tourism).