Who we are: Dubai Smart Home (DSH) is a brand operated by Orbis Dynamics L.L.C-FZ (Meydan Free Zone, Dubai, licence no. 2538620.01). Full company details are on the Legal Notice page.
1. Who you pay, and who refunds you
Products and installation works are sold, invoiced and paid for directly between you and the licensed UAE mainland Partner we introduce, as explained in our Terms of Service. Any deposit or payment you make goes to the Partner, so any refund is paid by the Partner under your Partner Contract.
DSH's own consultation, design and coordination service is free to you, so there is nothing to cancel or refund with DSH. You can stop working with us at any time.
2. Standard cancellation terms we ask Partners to offer
The cancellation terms that bind you are those in your Partner Contract. The standard approach we ask our Partners to follow is:
(a) Before you pay a deposit: you can walk away from a quotation at any time, at no cost.
(b) After a deposit, before products are ordered: the deposit is refunded, less any design or survey cost the Partner stated in its quotation.
(c) After products are ordered: many premium products (for example Lutron, Crestron, JVC, Trinnov, Kaleidescape) are made to order and cannot be returned once ordered. You pay for those products and they are delivered to you. Returnable items are returned for credit, less any supplier restocking fee and freight.
(d) During installation: you pay for work done and products delivered to date. Authority and community fees already paid are not refundable by the authority, so they cannot be refunded.
(e) Off-the-shelf items bought remotely: where you are a consumer and bought a stocked item without a site survey or design, the item can be returned within 14 days if unused and in its original packaging, as UAE consumer law provides.
3. Faulty products
For a faulty product under warranty, the normal remedy is repair or replacement, as set out in our Warranty Policy. A refund applies where the manufacturer offers one, where the fault defeats the purpose of the purchase, or where UAE consumer law requires it. The refund is paid by the Partner that sold the product.
4. How DSH helps
If you want to cancel or need a refund, tell us at support@dubaismarthome.ae. We will contact the Partner, help agree the figures, and follow up until the refund is paid. Partners normally refund to the original payment method within 14 working days of agreeing the amount.
5. Disputes
If a cancellation or refund cannot be agreed with the Partner, you may raise a complaint with the Dubai Department of Economy and Tourism consumer-protection channel or at consumerrights.ae, or take the matter to the Dubai Courts under your Partner Contract.
6. Earlier projects
If DSH issued the quotation or invoice for your project before 28 September 2026, the cancellation and refund terms that applied when you signed continue to apply to that project.
7. Last updated
This policy was last updated on 28 September 2026. For cancellation or refund questions, contact support@dubaismarthome.ae.