Policies

1 · Payment

How you pay, and when

1.1 Accepted methods

We accept bank transfer, cheque and cash. All prices are quoted and payable in UAE Dirhams (AED).

Online orders are paid by card at checkout by default. In person at the showroom, we also accept cash, cheque and card/POS.

1.2 Retail orders

Retail purchases are paid in full at the time of order — online at checkout, or at the showroom.

1.3 Bulk & project orders

Bulk and project orders are confirmed with a 30% deposit, with the balance due before delivery. Payment terms for repeat and contract clients can be agreed per contract, or discussed directly with your sales contact.

1.4 Taxes

Prices shown on this site include 5% UAE VAT. VAT is itemised separately on your invoice.

2 · Shipping & Delivery

Where we deliver, how fast, and what it costs

2.1 Coverage

We deliver across Dubai and all Emirates of the UAE.

2.2 Delivery times

For in-stock items: within 48 hours inside Dubai, and within 72 hours to surrounding areas and other Emirates. Made-to-order items follow the timeline agreed in your quote (typically 30–45 days production, plus delivery).

2.3 Delivery fee

Delivery fees: AED 100 within Dubai city, AED 200 to Sharjah, Ajman and Umm Al Quwain, and AED 300 to Abu Dhabi.

2.4 Installation & receiving

Deliveries are carried out by our own crew, with installation completed at the same time. Delivery and installation are available across all Emirates of the UAE.

Please inspect the items with our team at handover and note any issue on the delivery record — this makes any after-sales claim faster and simpler.

2.5 Missed deliveries

If nobody is available at the agreed time, we will contact you to rebook. A second delivery attempt is charged at the same rate as the first.

3 · Return & Refund

What can come back, and what can't

3.1 The basics

A full refund can be requested within 14 days of receiving a brand-new, unused MR.BIG item in its original packaging.

All in-stock items qualify for this, provided you notify us formally within 48 hours of placing your order, and physically return the item within 14 days of receipt. Return shipping is paid by you, and the cost may vary depending on the number of items returned.

3.2 Condition of returned items

• The item must be brand-new, unused, with all original packaging intact.
• There must be no marks, alterations, damage or signs of wear.
• A restocking fee of 20% may apply to some items.

3.3 Damaged or defective items

If your order arrives damaged or with a manufacturing defect, we will repair or replace it as quickly as possible. Claims for damaged or missing items are only accepted if reported to our delivery crew at the time of delivery — we're unable to accept these claims afterwards.

Beyond the 48-hour order-notification window described in 3.1, we're unable to accept returns.

3.4 What can't be returned

• Assembled or custom-made items cannot be returned or exchanged.
• Assembly fees, delivery fees and installation fees are non-refundable.
• Once an order has entered production, in most cases it can no longer be changed or cancelled for any reason.

3.5 Other terms

If you're unable to receive your order on the scheduled delivery date, a storage fee may be charged per day. If any MR.BIG product is shipped outside the UAE, all return and warranty policies become void.

4 · Warranty

Written down, honoured in person

4.1 Warranty periods

Warranty starts on the date of delivery and applies to the original purchaser.

4.2 What the warranty does not cover

• Normal wear and tear, including but not limited to fading fabric, surface scratches, wear, or other appearance changes that don't affect function.
• Damage caused by misuse, abuse, negligence or improper operation.
• Damage or deformation caused by excessive or improper use, including use beyond the product's intended purpose or recommended weight capacity.
• Any modification, alteration or repair carried out by anyone not authorised by MR.BIG — this voids the warranty.
• Accidental damage, or damage from fire, water, moisture, pests, or similar external or environmental factors beyond MR.BIG's control.

4.3 How to claim

Message us on WhatsApp or use the After-sales Support page with your order reference (or product code), a description of the issue and photos. No forms in triplicate — a photo and a sentence is enough to start.

5 · After-sales Service

The numbers we answer to

These are the same numbers printed on our Capabilities page and in your contract. For service requests, see After-sales Support.

Changes to these policies

If we update these policies, the changes will be posted on this page with a new "last updated" date, so you always know the terms that apply. Policy changes never reduce the warranty on products you have already purchased.