Refund & Return Policies

Refund & Return Policy

Last Updated: 28-12-2025

Thank you for choosing Dimos Home Furniture. We value your trust and are committed to providing a smooth, transparent, and reliable shopping experience. Please review our Refund & Return Policy to understand your rights and responsibilities as a customer.

1. Return & Replacement Eligibility

1.1 On-the-Spot Return at Delivery

Customers may return the item immediately at the time of delivery if:

●       The item’s color or appearance does not meet expectations

●       The item does not fit through the building entrance or inside the home

In such cases, the item will be taken back by the delivery team, and the refund will be processed within 7–14 business days.

1.2 Order Cancellation before Delivery

●       Cancellations made before or within 24 hours of scheduled appointment will be free of charge.

●       Cancellations made on the Delivery Day may incur appointment cancellation charges subject to the reason given.

1.3 Manufacturing Defects

●       Items with a verified manufacturing defect reported within 14 days of delivery will be eligible for free replacement or repair.

●       Replacement will be provided within 5–7 business days, subject to availability.

●       If a replacement is not available, the customer will be eligible for a full refund.

1.4 Post-Delivery Acceptance

Once the customer signs the delivery receipt and accepts the item:

●       Returns are not permitted unless a manufacturing defect is reported within 14 days.

●       The item must remain in original condition for inspection and validation.

1.5 Return Request Window

All return requests must be submitted within 14 days of delivery.

Dimos reserves the right to inspect the product before approving any return or refund.

2. Product Condition Requirements

To qualify for a return or replacement, the product must:

●       Be in original condition

●       Include all original packaging, labels, manuals, and accessories

●       Show no signs of wear, damage, stains, or modification

Items returned in poor condition may be rejected or subject to partial refund deductions.

3. Non-Returnable Items

The following items are not eligible for return:

●       Customized or made-to-order sofas

●       Items damaged due to misuse, improper handling, or unauthorized repairs

●       Clearance or final-sale items

4. Return Shipping Costs

●       If the return is due to Dimos’ error (wrong item, damaged item, manufacturing defect):
Return shipping is free of charge.

●       If the return is due to customer preference (change of mind, color preference, size issues after acceptance):
A flat SAR 250 return shipping fee will be deducted from the refund.

5. Refund Method & Timeline

Once the returned item is received and inspected:

●       Approval or rejection will be communicated within 3–5 business days

●       Approved refunds will be issued to the original payment method

●       For Cash-on-Delivery orders, refunds will be transferred to the customer’s bank account

●       Refunds may take 7–14 business days to reflect, depending on the bank

●       Shipping and return fees (if applicable) are non-refundable

6. Returns for Promotional Items

For items purchased under:

●       Buy 1 Get 1 offers

●       Cashback promotions

●       Discounted or bundle offers

Only returns and replacements are allowed. Refunds are not applicable.
 If a replacement is unavailable, credit in customer account on the website will be issued.

7. How to Initiate a Return

To request a return, please contact our customer care team within 7 days of receiving your order:

📧  Email: hello@dimos.com.sa
📞 Phone: 9200-08317
📱 WhatsApp: 0550501829
🌐 Online Form: www.dimos.sa/returns

Customer service hours:
Saturday to Thursday — 9:00 AM to 5:00 PM

Our team will assist you with the next steps, including pickup scheduling and return processing.

8. Your Rights Under Saudi Law

In accordance with the Saudi E-Commerce Law and the Consumer Protection Law issued by the Ministry of Commerce, customers are entitled to a refund or replacement in cases of:

●       Product defects or incorrect items delivered

●       Misleading or inaccurate product descriptions

●       Failure to deliver the product as agreed

Dimos fully complies with all applicable regulations and consumer rights in the Kingdom of Saudi Arabia.

If you have any questions or need assistance, our team is always here to help.

Store Name: Dimos
Location: Riyadh, Saudi Arabia