Returns & Refunds

1. Returns Eligibility

You may request a return for unused, undamaged, and non-customized items within 7 days of delivery, provided the item is returned in original packaging and condition.

• The item must be unused, uninstalled, and free from wear.
• The item must be non-customized and not made to order.
• Eligible returns may be exchanged or upgraded to a product of equal or higher value.

Natural material variations in wood grain, tone, texture, or finish are not considered defects.

2. Non-Returnable Items

The following items cannot be returned or refunded:

• Custom-made or made-to-order products
• Personalized items
• Items showing use, installation, alteration, or damage after delivery

3. How To Initiate A Return

Contact us within 7 days of delivery and include:

• Order number
• Photos of the item and packaging
• Reason for return

Our team will review the request and provide instructions on how and where to send the return.

4. Return Shipping / Collection Fee

A flat courier collection fee of AED 150 applies for eligible returns and will be deducted from the refund amount. This is a return collection fee, not the checkout delivery fee.

The collection fee is waived only when the return is due to a verified manufacturing defect or fulfillment error by OKRA.

5. Refund Timeline & Method

Once your return is received and inspected:

• Eligible refunds are processed to the original payment method only.
• Refunds are processed within 7-10 business days after approval.
• Delivery charges are not refundable unless the return is approved due to OKRA's error or a confirmed manufacturing defect.

6. Damaged Or Incorrect Items

If an item arrives damaged or incorrect, notify us within 48 hours of delivery with clear photos of the outer packaging, inner packaging, and the item. After review and approval, OKRA may offer repair, replacement, or refund depending on the issue.

7. Cancellation Before Delivery

Orders may be canceled within 24 hours of order placement only if they have not yet been dispatched. Cancellation is not available once a product has already been accepted for return, exchange, or replacement.