Refund & Returns Policy

Unless required by law or expressly approved in writing by Casper Nine, products are not returnable or exchangeable after delivery merely because the customer changes their mind, prefers another colour, changes room décor, ordered the wrong variation, or no longer wants the item.

Customised, personalised, made-to-order and specially configured products are final sale for change-of-mind purposes once production has started. This does not affect rights relating to a defect, damage, incomplete delivery or goods that are materially not as described.

If a product is defective, damaged, incomplete or materially contrary to its description when received, contact us promptly at info@caspernine.ae with your order number and supporting photographs or video where reasonably possible. We may request return or inspection of the item.

Where a legal return, exchange or warranty right applies, the appropriate remedy may include repair, replacement, exchange or refund depending on the circumstances and applicable UAE law.

Where applicable UAE law provides a remedy because delivery delay makes the goods unusable for their intended purpose, or because the supplied goods materially violate the agreed digital-contract terms, those mandatory rights remain available.

We ask customers to report visible delivery damage or an apparent defect within 48 hours so the matter can be investigated promptly. This is an administrative notification request and does not remove statutory rights that cannot be waived.

We may reasonably request photographs, video, serial or product information, packaging details, delivery information or return of the product so we can assess the claim. This requirement will be applied reasonably and will not be used to defeat a mandatory consumer right.

For a discretionary non-defective return that we approve, the item must normally be unused other than reasonable inspection, complete, and returned with supplied accessories and packaging where reasonably possible. We may refuse a discretionary return that has been damaged after delivery or materially altered by the customer.

If a customer refuses delivery or cancels at delivery solely because of a change of mind, without first identifying a valid issue such as damage, defect, incomplete delivery, an incorrect item or material misdescription, the actual delivery and return cost will be deducted from any approved refund. The amount is based on the delivery location and emirate, subject to a minimum of AED 50 and a maximum of AED 200.

For another discretionary non-defective return, original delivery charges may be non-refundable and reasonable return-delivery charges may be deducted where permitted and clearly communicated. No change-of-mind delivery deduction applies where the return is required because of our fault, a legally recognised defect, or another mandatory UAE consumer right.

Approved refunds are normally returned to the original payment method. Card refunds are processed back to the same card or payment instrument used for the original transaction where the provider requires this. BNPL refunds are handled through the relevant provider’s process.

We will submit an approved refund within the timeframe applicable to the circumstances and provider process. The time for funds to appear after submission depends on the card issuer, bank, payment gateway or BNPL provider.

Visible layer lines, seams, subtle texture, slight colour variation and reasonable dimensional tolerance are normal characteristics of layer-by-layer manufacturing and are not defects where they do not materially affect the advertised appearance, function or safety of the product.

Damage caused after delivery by impact, misuse, unauthorised modification, unsuitable heat, liquids, incompatible electrical components or use contrary to supplied instructions is not treated as a defect existing at delivery, subject to mandatory rights under law.

Email info@caspernine.ae with the order number, reason for the request and supporting information. Do not return an item without receiving return instructions where return is required.

Nothing in this policy limits a right that cannot be excluded under UAE consumer-protection or e-commerce law.

Read the full Terms & Conditions →