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Refund policy

Exchanges, Returns & Refund Policy

The consumer shall know the policies of the shop especially the replacement and return policy.

At The People Of Sand, we are proud to offer a good customer care. If you are not 100% satisfied with your purchase from The People Of Sand FZE, please contact us within 3 days of your order to organise the return. All sale items are final sale and cannot be exchanged or returned*.

FAQs:

  • We offer FREE returns on jewelry except earrings for UAE orders ONLY. Jewelry is shipped from Dubai, UAE. 
  • We don't offer returns on sale items. 
  • We offer returns and refund on carpets worldwide minus delivery cost from Morocco**. You will be required to handled the pickup and return directly with courier. ** excluding sales and flash sales. Carpets are carpets shipped from Morocco.
  • If you would like to make a return for a full refund, you will need to send us an email to let us know what it is you would like to return and we will arrange a FREE pick up for you.
  • Any items returned to our office after the 3 days will be denied any form of refund or store credit.
  • Any excessive activity with regards to returning or exchanging items will be reviewed by The People of Sand and can be refused at our discretion.
  • If you were shipped the wrong order or a faulty item, please notify us immediately by contacting our Customer Care team a hello@thepeopleofsand.com and quoting the order number and fault or incorrect item. We will send you the correct item upon receipt of proof that you have been sent a wrong or faulty item.
  • Customers can cancel their order/requested services within 1-2 hours; refunds will be made back to the payment solution used initially by the customer. Please allow for up to 4-5 days for the refund transfer to be completed.
  • We don't refund the shipping fee on free delivery deliver orders (Toal value above AED499).
  • *50% OFF Flash sales can only exchanged and refunded for store credits.

For Carpet Collection: Simply fill in our returns form indicating what you are returning and send it back to us at Sanyat bouchaara 2 Av 8 N 25 S.M. SALE. Morocco. Please make sure when you return your goods to us, your parcel clearly states that it is an unwanted item you are returning and duty has already been paid. This will ensure that your returned goods are not held in Morocco customs, which could otherwise result in delays in processing your refund. Once we have received the return we will issue a full refund minus our original delivery cost from Morocco to your original delivery address (Aramex).

For Jewelry Collection: 

We offer free exchange or return on new, unworn items within 3 days of receipt except earrings. Please reach out to our customer service if you wish to return an order. Personalized jewellry pieces are made especially for you; therefore, they cannot be exchanged or returned. Refund can only be processed within 30 days of delivery.

Our jewelry goes through thorough quality control procedures, however, if you find that an item that was shipped to you is damaged, please contact customer service within 3 days of receipt. THEPEOPLEOFSAND FZE is not responsible for damages caused by misuse and/or negligence. 

PLEASE NOTE: All sale items are final sale and cannot be exchanged or returned.

Claims / Faulty Items

Please notify us in writing within 15 working days from the date you received your order if you believe the item you have received to be faulty.
It is important to note that many of our products are handmade and therefore will they appear uneven in color, size, shape and finish. 
If you have a claim then please send us pictures on email and we will have a look at what the problem might be, but we reserve the right to reject complaints in accordance with the above mentioned. Don't alter the faulty items by trying to fix them. 

Faulty Pouffes - Due to the handmade and hand-dyed nature, each pouffe may vary slightly in colour. There may be small imperfections and irregularities in the finish products as a normal part of the handmade procedure. Note that we only exchange the item if it is consider faulty (stitches, ripped leather). 

If your new leather pouffe has a strong smell, it is due to this natural, harmless, tanning process. It will fade away. It is mentioned in the description and it is not consider faulty.

Faulty Carpets - Due to handmade and hand-dye nature, each carpet may vary in color and sizes.  Our carpets are butter white and this is clearly stipulated in the description. There may be small imperfections and irregularities in the finish products as a normal part of the handmade procedure. Any of these issues should be inspected via the pictures on our site before purchasing. When you open the packages, carpet's creases are normal. It is due to the tension the structure. With the weight of the carpet it will bounce back. the rug will flatten in a couple of  weeks. Note that we only exchange the item if it is consider faulty (stains). 

Cancelled Orders

Consumers are not entitled to a replacement in these Situations:

If the consumer changed his mind about the item that he/she/it purchased because he found the same product at a different store for a lower price.

Lost or Damaged in Transit

We cannot accept responsibility for any items lost or damaged in transit. 

Last updated: 28/09/2022

Customer Service: hello@thepeopleofsand.com

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