Why Desqo
Warranty & Returns
How we look after you before and after delivery, including returns for made-to-order furniture.
Need help with an order?
- 1Message us
On WhatsApp or email care@desqo.ae with your order number.
- 2Add photos
A full view, an angled view, a close-up of the issue, and the packaging if it was damaged in delivery.
- 3We sort it out
We confirm the next step: repair, replacement, alteration or remake.
Cancelling your order
You can cancel free within 24 hours of placing your order. Once 24 hours have passed, the order is considered to be in production and is no longer eligible for cancellation or amendment. Requests to amend colour, size or other specifications may be made within the same 24-hour period.
Refunds go back to your original payment method and usually reach your account in 5–7 working days, depending on your bank. The 3% card processing fee charged by the payment provider is not refundable; the rest is refunded in full.
Damage on delivery
Check your piece after assembly. Report any damage, defect or incorrect item within 72 hours with photos or a video, and we repair, replace, alter or remake it free.
If something isn't as ordered
Where a delivered item differs from the confirmed order specifications, such as colour, finish or dimensions, due to an error on our part, customers are requested to notify us within 72 hours of delivery. Upon review, and where the variance is confirmed, Desqo will arrange collection, rectification and redelivery of the item at no additional cost.
Variances that can be rectified in this manner do not constitute grounds for cancellation. Cancellation and refund will be considered only where a confirmed issue cannot reasonably be rectified, or where the item materially fails to meet the agreed quality, specifications or product representation.
Your 2-year warranty
Every Desqo piece is checked before it leaves our workshop and comes with a 2-year structural warranty from your delivery date. It covers the frame, joints and manufacturing defects under normal home use.
- ✓Frame and structure: cracks, breaks or loose joints from a manufacturing fault
- ✓Manufacturing defects in materials or workmanship
- ×Normal wear and tear, including fabric pilling, softening of cushions and fading
- ×Scratches, dents, stains or burns from everyday use
- ×Damage from misuse, accidents, pets or the wrong cleaning products
- ×Indoor furniture used outdoors or left in strong direct sun or humidity
- ×Repairs or changes made by anyone other than Desqo, or commercial use
Colour and natural variation
Each piece is crafted to order using natural and dyed materials, so slight differences in tone, grain or veining are part of its character. Colours may also appear differently depending on screen settings and lighting. These variations fall within normal manufacturing tolerance and are not considered a defect or grounds for return or exchange.
If you feel the colour or finish differs noticeably from your confirmed order, please contact us within 72 hours of delivery with clear photos taken in daylight. Our team will review it and, where an issue is confirmed, arrange a suitable remedy, which may include adjustment, refinishing or replacement of the affected part, at our discretion. Refunds are considered only where a confirmed issue cannot be resolved.
Why no change-of-mind returns?
Most of our pieces are made for one order, in the size, fabric and finish chosen for it. That is why we can't take them back for a change of mind once production starts. Not sure about a size or finish? Message us before you order and we will help you check.
Warranty and returns questions
What does the 2-year warranty cover?
The frame, joints and manufacturing defects under normal home use, from your delivery date.
What is not covered?
Normal wear and tear, scratches or stains from use, misuse or accidents, indoor furniture used outdoors, and repairs made by anyone other than Desqo.
How do I make a claim?
Message us on WhatsApp or email care@desqo.ae with your order number and photos. We confirm the next step.
Can I cancel after 24 hours?
Once 24 hours have passed, the order is considered to be in production and is no longer eligible for cancellation.
How long does a refund take?
Usually 5–7 working days after cancellation, depending on your bank. The 3% card processing fee is not refundable.
My piece arrived damaged. What now?
Report it within 72 hours with photos or a video, and we repair, replace or remake it free.
I measured wrong. Can I return it?
Not once production starts, as it was made for your order. Message us before ordering and we will help you check the size.
Exceptional cancellations
Any cancellation accepted after the 24-hour period, at Desqo's discretion, will be subject to a cancellation charge of 50% to 70% of the order value, reflecting the stage of production and the materials and workmanship already committed to the order. Any remaining balance will be refunded to the original payment method. Delivery within the timelines set out in our Delivery policy does not constitute grounds for cancellation.
Something not right?
Message us with your order number and photos, Monday to Saturday, 9am to 6pm.
