Legal

Refund & Cancellation Policy

Last updated: [DD Month YYYY] — placeholder date, update whenever this policy changes

Template notice: This is a general-purpose starting template, not legal advice. Refund and cancellation rules for custom-made goods are treated differently across UAE, Saudi, Qatari and other GCC consumer protection laws — have this reviewed by a qualified lawyer before publishing, and confirm the exact timeframes and percentages below match what you can actually operate.

1. Custom-Made Products

Every Senhai garage door is manufactured to order based on your exact measurements, material, and finish. Because of this, once production has started, orders generally cannot be cancelled or returned for a refund in the way an off-the-shelf product could be.

2. Cancelling Before Production Starts

If you cancel your order within [X days] of paying your deposit, and before we have begun manufacturing, your deposit is refundable, minus any costs already incurred (such as engineering or design work already completed).

3. Cancelling After Production Has Started

Once manufacturing has begun, your deposit is generally non-refundable, as materials have been cut and production resources committed specifically for your order. Contact us as soon as possible if your circumstances change — we'll always try to find a fair solution.

4. Damaged or Defective Items

If your door arrives damaged or with a manufacturing defect, contact us within [48–72 hours] of delivery with photos of the issue and your order details. We will assess the claim and arrange a repair, replacement part, or other resolution as appropriate.

5. Warranty Claims

Manufacturing defects covered under your door's warranty period (see our Terms of Service) are handled separately from the cancellation window above — contact us with your order number and a description of the issue and we'll guide you through the claims process.

6. What's Not Covered

Change-of-mind cancellations after production has started
Damage caused by improper installation, misuse, or lack of maintenance
Normal wear and tear

7. How to Request a Cancellation or Refund

Email us at [[email protected]] or message us on WhatsApp with your order number and the reason for your request. We aim to respond within [1–2 business days].