Refund and Returns Policy

1. Introduction

At Cape Reed International (“Cape Reed,” “we,” “us,” or “our”), we are committed to providing high-quality custom-built thatched roofs and timber structures. This Refund and Returns Policy (“Policy”) outlines the terms and conditions under which refunds, returns, and cancellations are handled, in compliance with the laws and regulations of the United Arab Emirates (“UAE”).

2. Definitions

• Customer: An individual or entity that enters into a transaction with Cape Reed for the acquisition of goods or services.
• Goods: Tangible movable items, including custom-built structures and materials supplied by Cape Reed.
• Services: Design, construction, installation, and other related services offered by Cape Reed.
• Special-Order Goods: Goods that are procured or manufactured according to the customer’s specifications.

3. Refund Policy

3.1 General Provisions

• Refunds are considered in accordance with UAE consumer protection laws and the terms outlined in this Policy.
• Refunds will be processed using the original method of payment unless otherwise agreed.

3.2 Refunds for Goods

• Defective or Non-Conforming Goods: If the goods supplied are defective or do not conform to the agreed specifications, the customer is entitled to a repair, replacement, or refund within a reasonable period after delivery.
• Goods Not Fit for Purpose: If the goods are not suitable for the purpose communicated to Cape Reed, the customer may return the goods within seven (7) days of delivery for a full refund.

3.3 Refunds for Services

If the services rendered do not meet the agreed-upon specifications or are performed inadequately, the customer must notify Cape Reed within seven (7) days. We will remedy the defect within a reasonable time or provide a partial or full refund, depending on the circumstances.

4. Returns Policy

4.1 Return Conditions

• Returns are accepted only if the goods are in their original condition, have not been altered or installed, and are accompanied by the original invoice or proof of purchase.
• Special-order goods or custom-made items are generally non-returnable unless defective or not conforming to the agreed specifications.

4.2 Exclusions

• Goods damaged due to misuse, negligence, or unauthorized alterations by the customer are not eligible for return or refund.
• Normal wear and tear or damage caused by external factors (e.g., extreme weather conditions not covered under warranty) are excluded.

5. Cancellation Policy

5.1 Cancellation by Customer

• Services: The customer may cancel the services prior to commencement by providing written notice. Cape Reed reserves the right to charge a reasonable cancellation fee to cover costs incurred.
• Special-Order Goods: Orders for custom-made goods may be cancelled within three (3) days of order placement. After this period, cancellations may be subject to a cancellation fee up to the full value of the order.

5.2 Cancellation by Cape Reed

Cape Reed reserves the right to cancel an order or service due to unforeseen circumstances. In such cases, the customer will receive a full refund of any amounts paid.

6. Warranty

• All goods and services are covered by applicable warranties under UAE law.
• Specific warranty periods and terms are detailed in the contract or invoice provided to the customer.
• The warranty does not cover damage caused by unauthorized modifications, misuse, or external factors beyond Cape Reed’s control.

7. Process for Returns, Refunds, and Cancellations

7.1 Notification

The customer must notify Cape Reed in writing of any defects, returns, or cancellations. Notification can be sent via email to mideast@capereed.comor delivered to our office at Office 205, Building 4, Emaar Business Park – Dubai – United Arab Emirates.

7.2 Assessment

Upon receiving the notification, Cape Reed will assess the goods or services to determine eligibility for return, refund, or cancellation as per this Policy.

7.3 Resolution

• Cape Reed will communicate the outcome to the customer within ten (10) business days of the assessment.
• Approved refunds will be processed within fifteen (15) business days after approval.

8. Contact Information

For any queries or assistance regarding this Policy, please contact us at:

9. Legal Rights

• This Policy is governed by the laws of the United Arab Emirates.
• Nothing in this Policy is intended to limit the customer’s rights under UAE consumer protection laws.
• In the event of any inconsistency between this Policy and UAE law, the provisions of UAE law will prevail.

10. Amendments

Cape Reed reserves the right to amend this Policy at any time. The updated Policy will be posted on our website and will be effective from the date of posting.

11. Acceptance

By engaging with Cape Reed for goods or services, the customer acknowledges that they have read, understood, and agree to be bound by this Policy.