Refund policy

Return & Exchange Policy

Ginox Steel does not offer cash refunds. Because most of our pieces are made-to-order or custom-produced in our own factory, every order is prepared specifically for the client. To protect both our clients and our craftsmen, we operate on a store-credit / exchange basis instead of monetary refunds.

Store-Ready Items (In Stock)

If you receive a stocked item and would like to return it, you may do so within 7 days of delivery, provided:

  • The item is unused, undamaged, and in its original condition
  • All original packaging and protective materials are intact
  • You contact us on WhatsApp (+961 03 474 886) before returning

Once we inspect and approve the returned item, we will issue you store credit equal to the value of the returned piece, which you may apply to:

  • Another product of the same value
  • A higher-value product, with the difference paid at time of exchange
  • Custom shipping charges on the exchange (see Shipping Policy)

Made-to-Order & Custom Pieces

Custom orders, bespoke commissions, and pieces produced to your specifications (dimensions, finish, material, upholstery) are non-returnable and non-exchangeable. This includes any product where you have chosen a finish, size, or configuration outside our standard stock.

Because these pieces are cut, welded, and finished specifically for you, they cannot be resold or re-stocked.

Damaged or Defective Items

If your item arrives damaged or with a manufacturing defect:

  • Contact us on WhatsApp within 48 hours of delivery with photos
  • We will inspect the damage and, at our discretion, repair, replace, or issue store credit
  • Damage caused after delivery (moving, use, environmental) is not covered

How the Exchange Works

  1. Message us on WhatsApp with your order number and reason for return
  2. We confirm eligibility and arrange collection (delivery fees apply — see Shipping Policy)
  3. Once received and inspected, your store credit is issued
  4. Choose your replacement piece; pay any difference (or shipping) at exchange

Return Shipping

Return delivery from your address to our showroom is at the client's cost, unless the return is due to our error or a manufacturing defect. Rates follow our standard shipping schedule based on your location and item type.

Deposits on Confirmed Orders

The 50% deposit paid at order confirmation is non-refundable if the order is cancelled after production has started. If cancelled before production begins (typically within 48 hours of order), the deposit may be converted to store credit at our discretion.

Contact

All return, exchange, or damage requests must be initiated via WhatsApp:
+961 03 474 886 — Message on WhatsApp

Last updated: August 2026