We invest a great deal of time and effort into ensuring that our products are produced to the best quality, using high-end fabrics, for a great standard of finishing. However, if you are not completely satisfied and believe the product to be faulty, or that it does not match expectations, we will investigate your concern and offer either an exchange of goods, refund or credit note at find of fault.

Should you wish to return a product, it must be unused, unassembled and kept in its original packaging (packed and taped ) in the condition you received it.

Ezzro will not offer a refund or a replacement, should there be damage resulting from; modifications, improper usage, improper assembly and/or the omission in following our care and maintenance recommendations. Items on sale cannot be exchanged or returned. All sales are final.

Allow sufficient time for the product to be shipped. Once the order is shipped no modification will be accepted, cancellations and returns will be subject to delivery costs.

Our operating hours (online shop and/or social media) are from 9 am to 5:00 pm weekdays, Monday through Friday, with the exception of public holidays in the UAE.

Please note that shipping charges are non-refundable and returns will be subject to delivery costs (except for the case of faulty products).

Damaged Items During Delivery (Courier Damage)
If your item arrives damaged due to courier handling, please call Ezzro (+971 055 882 9078) immediately at the time of receiving the order so we can assess the issue right away. For the official report, you must notify us by email within 24–48 hours after delivery at hello@ezzro.com, including clear photos or videos of the damaged item, the packaging, and the proof of delivery from the courier showing the date and time received. This documentation is required for us to file a damage claim with the courier.

Once the courier confirms and approves the claim, Ezzro can determine the most appropriate resolution, which may involve providing a full replacement, a partial replacement of the affected part, a repair, or a refund. The resolution is decided on a case-by-case basis, depending on the type and extent of the damage. Please note that courier-related damage is not considered a seller fault. Claims submitted after 48 hours will not be accepted.

All returned items related to courier damage must be packed and sealed in their original boxes and packaging, including all accessories, manuals, and protective materials. Items not returned in their original, unused, and properly sealed condition will not be accepted.

Manufacturing Defects (Non Courier-related Damage)
If the item shows a manufacturing defect that is not related to courier handling, please notify us within seven days of delivery and provide clear photos or videos showing the issue. All manufacturing-defect complaints must be submitted via email to hello@ezzro.com, which serves as the official channel for processing such claims.

Ezzro will assess the case to determine whether the appropriate solution is repairing the defective part, replacing the defective component, replacing the full item, or issuing a refund if repair or replacement is not possible. Manufacturing defects do not include issues caused by misuse, incorrect assembly, normal wear and tear, or modifications made by the customer.

Returned items for manufacturing defects must also be packed and sealed in their original packaging and returned in unused and resellable condition. Returns not meeting these conditions cannot be accepted.

All manufacturing-defect claims are handled in accordance with UAE Consumer Protection guidelines.

Should a part (as found on the assembly page) be missing, we can arrange for these to be posted directly to you free of charge. Please reach us on hello@ezzro.com

Please check your items as soon as they arrived .Any fault or inconvenience at delivery should be notified immediately to follow up and provide with a solution.

Due to the unique characteristics of wood, you can expect to have knots and grains and other natural irregularities in the wood. No piece of wood is the same; these natural irregularities are not considered a defect and generally enhance the overall uniqueness and character of natural wood.

Therefore, direct sunlight and heat from radiators, wood burning stoves or other heating sources can fade or dry out the surfaces on wood and textiles. For wood this is most predominant for the first months after assembly, but the process can continue throughout the life span of the product.

To qualify for an exchange of goods, refund or credit note (where applicable) - please contact our customer service within 7 days of receipt of product.

When returning an item, customers must ensure they receive an airway bill from the courier at the time of collection, with Ezzro as the destination. This document serves as official proof that the item has been collected. Customers are required to take a clear photo showing the courier driver (excluding their face), the logo on their uniform or vest, and the boxes being collected in the same image. This helps confirm that the item was handed over to Ezzro’s authorized courier. Please also keep the airway bill and the courier’s contact number until the return has been confirmed by Ezzro. Ezzro will not be responsible for items handed over without a valid airway bill, courier contact details, or clear photo provided - they all serve as proof of collection.