Delivery, Returns & Refunds

DELIVERY SERVICE LEVEL AGREEMENT

This Agreement represents a Service Level between the customer and Hive Living and to reserve the rights for both parties as per the agreed scope of work. This Agreement outlines the parameters of all delivery services covered as they are understood from the terms and conditions and as mentioned in this agreement.


DELIVERY TERMS AND CONDITIONS

1. Delivery and Assembly

  • Upon receipt of the purchase price in full we will give you a delivery date for the items purchased by you (the “Goods”). The delivery date quoted by us is an estimation only and is not a guaranteed delivery date for your order.


HOME DÉCOR, FURNITURE AND LIGHTING

Shipping and Delivery

WITHIN THE UAE

  • Standard Delivery 3–5 Business Days
  • Free delivery for orders AED 1000 and above.
  • AED 75 shipping fee for orders below AED 1000.
  • For other locations within the GCC charges will be applicable.
  • All delivery times are calculated from the date of full payment and order confirmation.
  • Changes or cancellations to delivery appointments must be made at least 24 hours before the scheduled delivery time.


Delivery Hours

Deliveries are made during the following hours:

  • Days: Monday to Saturday
  • Time: 9:00 AM – 8:00 PM


Customer Responsibilities

To ensure successful delivery, the Customer agrees to:

  • Provide accurate delivery address and contact details
  • Ensure access to the premises at the scheduled time
  • Confirm that elevators, entryways, and stairs can accommodate the item(s)
  • Clear the path for safe delivery and assembly
  • When the Goods are ready for delivery we will contact you to arrange a date and time for delivery using the contact details provided by you. You will be responsible for arranging adequate access and space at the delivery location to facilitate the delivery. Our delivery team cannot remove any existing furniture at the delivery address to accommodate delivery of the Goods.
  • If the Customer is not present during the scheduled delivery time, a re-delivery fee of AED 200 will apply.
  • The Company is not responsible for delays caused by events outside its control (e.g., severe weather, road closures).
  • If delivery is impossible due to access limitations, items may be returned or redelivered at the Customer’s expense.

Once the Goods have been delivered we will dispose of the original packaging upon your request.


2. Defective Goods

  • You or your representative will be asked to inspect the Goods and sign a delivery note to confirm that the Goods have been received in good condition and complete with no obvious damage to the Goods.
  • You should not accept the delivery without checking the Goods.
  • A signed delivery note without mention of any damage or discrepancy denotes your acceptance of the entire order in perfect condition.


3. Return, Refunds and Exchange Policy

  • Effective from January 01, 2018 (5%) VAT will be applicable on supply of goods.

In the interest of providing you with the best customer service, Hive Living has put the following return, refund and exchange terms and conditions in place.


FURNITURE AND LIGHTING
  • Goods may be returned or exchanged within 30 days from the date of purchase together with the original receipt for a full refund.
  • All Goods returned must be in their original packaging.
  • No exchange or refund will be accepted if the Goods are damaged and such damage occurred after purchase or after delivery acceptance.
  • Please note that no exchange or refund will be accepted on special orders, Goods purchased at a discount, books, burnt candles, any fabric or wallpaper orders, directly delivered upholstered furniture, and/or used bed and bath products - unless damaged prior to purchase or delivery acceptance.


CANDLES, ACCESSORIES AND HOME DÉCOR

Goods may be returned or exchanged within 30 days from the date of purchase together with the original receipt for a full refund subject to the items being:

  • Unused
  • Undamaged
  • In its original packing

Note: For hygiene reasons, no refund or exchange will be made. On unwrapped bed linens, towels, fabrics, pillows and mattresses and any other products that fall under the Bath & Bed category.


4. Storage of Goods

  • We will provide free storage for the Goods for 30 days from the purchase date. If you are unable to take delivery on the confirmed date, we will store the Goods free of charge for an additional 30 days. After that, storage charges of AED 75 per sqft per month will apply and must be paid before delivery.
  • No returns or exchanges will be accepted once the Goods are released from storage, delivered, assembled, or unpacked—unless agreed in advance.
  • If delivery is not taken within 90 days of the initial delivery date, we reserve the right to dispose of the Goods at our discretion without notice. Any proceeds will be used to cover storage and disposal costs, and the remaining balance will be handled as per applicable laws and regulations.