Provider: Dubai Smart Home (DSH), the trading name of Dubai Smart Home LLC, a mainland Dubai limited liability company, registered office at One Central, 8th and 9th Floor, Trade Centre 2, Dubai, United Arab Emirates.
The policy is grounded in:
- Federal Decree-Law No. 15 of 2020 on Consumer Protection;
- Cabinet Resolution No. 66 of 2023 implementing the Consumer Protection Law;
- Federal Law No. 5 of 1985 (the UAE Civil Code), in particular articles 270 to 272 dealing with rescission and termination of contracts of sale and works.
Where the Customer is a consumer for the purposes of Federal Decree-Law No. 15 of 2020, this policy operates alongside, and does not reduce, the Customer's non-waivable statutory rights.
1. Cooling-Off and the Custom-Works Exception
UAE consumer law provides a 14 calendar-day cooling-off right for certain digital and distance purchases. DSH installation projects, however, are commissioned, customised works performed at a specific Site (designed, programmed and engineered for the Customer's villa) and fall under the bespoke-services exception under Federal Decree-Law No. 15 of 2020 and Cabinet Resolution No. 66 of 2023, which excludes pure cooling-off withdrawal once design, procurement or installation has begun.
For clarity:
(a) any pure off-the-shelf product purchased remotely from DSH (for example a stocked accessory ordered online without site visit or design) carries the standard 14-day cooling-off right where the Customer is a consumer, subject to the product being unused, in original packaging, and returned to the registered office at the Customer's cost;
(b) projects that involve site survey, design, custom programming or non-stocked Hardware are commissioned services and are governed by the cancellation tiers below rather than by a flat cooling-off rule.
2. Cancellation Before Deposit
The Customer may walk away from a quotation at any time before paying any deposit. No fee is payable. Any documentation provided to date (preliminary equipment schedule, indicative pricing) remains the IP of DSH and must not be passed to other contractors for execution.
3. Cancellation After Deposit, Before Procurement
If the Customer cancels after paying the deposit but before DSH has placed any non-cancellable purchase order with a manufacturer or distributor:
(a) DSH refunds the deposit minus the design fee already earned (calculated by the design hours logged at the engineer rate set in the SOW or, if not set, at the standard engineer rate quoted in writing, capped at the design package value in the SOW);
(b) DSH delivers a written statement of design hours used and any overhead costs incurred (for example draughtsman fees, third-party CAD licences) and applies them against the deposit;
(c) the refund is paid within 14 working days of the cancellation being acknowledged in writing.
4. Cancellation After Procurement
Lutron HomeWorks QSX, Lutron Ketra, Crestron, JVC reference projectors, Trinnov, Kaleidescape, Klafs and many other premium brands are custom-ordered to specification and are non-returnable to the manufacturer once the order has been confirmed.
If the Customer cancels after DSH has placed orders for non-returnable Hardware:
(a) the Customer pays for the Hardware in full and takes possession of the stock at a Site or storage location of the Customer's choice within the UAE;
(b) DSH refunds any portion of the deposit that exceeds the design fee plus the Hardware cost plus any non-cancellable supplier deposits;
(c) where Hardware is on a returnable line (for example, a UniFi network switch within the manufacturer or distributor return window), DSH will return it for credit and pass the credit through, less any restocking fee charged by the supplier (typically 10% to 20%) and less the courier or freight cost of the return;
(d) DSH delivers a manufacturer warranty pack and a basic operating brief with the Hardware so that the Customer or another qualified installer can pick up the project later.
5. Cancellation During Installation
If the Customer cancels after installation has started:
(a) installer time used to date is billed at the rate set in the SOW or, if not set, at the standard engineer rate quoted in writing, plus any specialist day rates already booked (for example a calibration specialist held on standby);
(b) Hardware already installed remains the Customer's, and DSH is not obliged to remove it (removal can be quoted as a separate scope on request);
(c) Hardware delivered to Site but not yet installed is treated under clause 4 (returnable items refunded less restocking; non-returnable items invoiced and handed over);
(d) any developer NOC, DCD, DEWA, TDRA or MOIAT fee already paid is non-refundable to DSH and is therefore non-refundable to the Customer; DSH provides the receipts and the file references so that the Customer can pursue credit directly with the relevant body if it chooses;
(e) the day-30 return tune does not apply where the project is cancelled before Acceptance.
6. Defective Hardware: Refund versus Replacement
For defective Hardware that is in manufacturer warranty, the default remedy is repair or replacement by the manufacturer, managed by DSH on the Customer's behalf, in line with the Warranty Policy at /legal/warranty.
A refund is offered in place of replacement only where:
(a) the manufacturer accepts a refund instead of repair under its own warranty terms; or
(b) the defect is a fundamental defect that frustrates the purpose of the contract under article 270 of the UAE Civil Code; or
(c) consumer-protection rules under Federal Decree-Law No. 15 of 2020 or Cabinet Resolution No. 66 of 2023 require a refund (for example where a recurring fault has not been remedied within a reasonable period).
If a refund is agreed, it is calculated on the original invoice value of the affected Hardware and labour, less depreciation where the Hardware has been in service for more than 12 months and the manufacturer applies a depreciation schedule.
7. Refund Method and Timeline
Where a refund is owed:
(a) the refund is paid back to the original payment method wherever possible (bank transfer to the Customer's UAE account, card chargeback, or cheque);
(b) the refund is paid in AED, even if the original invoice was settled in another currency (DSH uses the prevailing CBUAE indicative rate on the date of refund and discloses the rate used);
(c) the refund is paid within 14 working days of the cancellation being acknowledged in writing or, where a defect is being assessed, within 14 working days of the defect being confirmed;
(d) DSH may delay the refund by up to a further 7 working days where the Customer's bank requires additional documentation under UAE anti-money-laundering rules.
DSH does not charge a cancellation administration fee on top of the deductions set out above.
8. Disputes
If the Customer disputes a cancellation calculation or a refund amount, the parties will:
- Discuss the dispute in good faith between authorised representatives within 14 calendar days of the dispute being raised in writing.
- If the discussion does not resolve the dispute, refer the matter to the Dubai Department of Economic Development consumer-rights mediation channel under Federal Decree-Law No. 15 of 2020 (Consumer Protection) and Cabinet Resolution No. 66 of 2023.
- If mediation does not resolve the dispute within 30 calendar days, either party may issue proceedings before the Dubai Courts, applying UAE federal law as set out in the Master Terms of Service.
The parties may agree to refer a dispute to the DIFC Courts under their opt-in jurisdiction where the Master Terms of Service or the SOW so provides.
Nothing in this clause prevents the Customer from raising a separate complaint with any other UAE consumer-rights authority that has jurisdiction.
9. Last Updated
This Refund and Cancellation Policy was last updated on 22 June 2026. DSH may update it from time to time. The version of the policy in force at the Effective Date of an SOW continues to govern that SOW.
For cancellation or refund enquiries, contact support@dubaismarthome.ae.