Thank you for shopping at DXB Acoustic. We strive to provide high-quality acoustic products and soundproofing services that meet your needs. However, we understand that there may be occasions when you need to return a product or request a refund. Please read our Return and Refund Policy carefully to understand your rights and obligations.

1. Return Eligibility

We accept returns under the following conditions:

  • Standard Products: Return requests must be made within 10 calendar days from the date of delivery.
  • Custom Orders: Custom-made or made-to-measure products (e.g., panels tailored by size, color, fabric, branding, or other modifications) are non-returnable and non-refundable, unless they arrive damaged or defective.
  • Installed Items: Products that have already been installed or used are not eligible for return or refund.
  • Products must be unused, unopened, and in their original packaging with all accessories and documentation.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom acoustic panels and bespoke items
  • Clearance or discounted items marked as “Final Sale”
  • Items damaged after delivery due to misuse, improper installation, or lack of care
  • Services (installation, site visits, consultation fees) once rendered

3. Damaged or Defective Products

If your item arrives damaged, incomplete, or not as described, please follow these steps:

  1. Notify us within 48 hours of delivery at info@dxbacoustic.com or via WhatsApp.
  2. Provide a clear photo/video of the issue and a copy of your order confirmation or invoice.
  3. Our team will investigate and respond within 2 working days with a resolution.

Resolution Options:

  • Full replacement of the item (if in stock)
  • Repair or replacement of affected parts
  • Partial or full refund, depending on the severity of the issue

4. Refunds (if applicable)

Once your return is received and inspected:

  • We will notify you by email or call regarding the approval or rejection of your refund.
  • If approved, your refund will be processed within 7–14 business days.
  • Refunds will be issued to your original method of payment.

Please note:

  • Shipping and installation charges are non-refundable.
  • If the return is not due to our error, you will be responsible for return shipping costs.

5. Exchanges

We only replace items if they are defective or damaged upon arrival. If you wish to exchange an item for the same product, contact us at info@dxbacoustic.com.

6. Order Cancellations

You may cancel your order before it is dispatched by contacting us immediately.

  • For customized orders, cancellation must be made within 12 hours of order placement. After this time, production begins, and cancellation is no longer possible.
  • Refunds for cancelled orders will be processed within 7 business days.

7. How to Return

To initiate a return:

  1. Email us at info@dxbacoustic.com or call us at +971-56-367 8787.
  2. Include your order number, product details, and reason for return.
  3. We will provide you with return instructions and a return shipping address.

Returns must be shipped using a trackable courier. We are not responsible for lost or delayed return shipments.

8. Contact Us

If you have any questions about our Return and Refund Policy, please reach out:

📧 Email: info@dxbacoustic.com
📞 Phone/WhatsApp: +971-56-367 8787
🏢 Address: DXB Acoustic, Warehouse 3, Opp. Orange Pier, Al Khawaneej 2, Dubai, UAE