Privacy Policy
# Wanas Home — Privacy Policy & Store Policies
**Last Updated: 9 October 2026**
Welcome to Wanas Home.
This Privacy Policy and Store Policies document explains how Wanas Home collects, uses, stores, and protects personal information, as well as the terms applicable to orders, custom and made-to-order furniture, returns, refunds, deliveries, warranties, payments, and product inspections.
By accessing our website, placing an order, contacting us, or using our services, you acknowledge that you have read and understood the policies below.
Nothing in these policies is intended to exclude, restrict, or limit any rights available to customers under applicable laws of the United Arab Emirates.
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# 1. Privacy Policy
## 1.1 Information We Collect
When you visit our website, communicate with us, request a quotation, create an account, place an order, arrange delivery, or otherwise interact with Wanas Home, we may collect information including:
### Personal Information
- Full name - Email address - Telephone number - Billing address - Delivery address - Account details - Order information - Product preferences - Custom furniture specifications - Measurements and dimensions supplied by you - Communications with our customer service or sales team - Information submitted through forms, WhatsApp, email, telephone, social media, or other communication channels
### Transaction Information
We may collect information relating to your purchases, including:
- Products purchased - Order value - Order date - Payment status - Refund information - Delivery information - Invoice information - Transaction references
Payment card information may be processed directly by banks, payment gateways, or other authorized payment service providers.
Wanas Home does not necessarily receive or store your complete credit or debit card details when payments are processed through third-party payment providers.
### Technical and Website Information
When you use our website, certain information may be collected automatically, including:
- IP address - Device type - Browser type - Operating system - Approximate location based on IP address - Website pages visited - Date and time of visits - Referring website - Website interactions - Cookie identifiers - Analytics information
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## 1.2 How We Use Your Information
We may process personal information for purposes including:
- Processing and fulfilling orders - Preparing quotations - Confirming product specifications - Manufacturing custom products - Processing payments - Arranging delivery and installation - Providing invoices and order confirmations - Communicating order updates - Providing customer support - Managing returns, refunds, repairs, replacements, and warranty requests - Verifying transactions - Preventing fraud or unauthorized activity - Maintaining customer records - Improving our products and services - Improving website functionality and user experience - Understanding how customers use our website - Managing customer accounts - Responding to enquiries and complaints - Sending marketing communications where permitted - Complying with applicable legal, regulatory, accounting, tax, and reporting obligations - Establishing, exercising, or defending legal claims
We will process personal information only where permitted under applicable law.
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## 1.3 Marketing Communications
Where permitted by applicable law, Wanas Home may send customers information about:
- New products - Collections - Offers - Promotions - Discounts - Events - Interior design inspiration - Other Wanas Home products and services
Where consent is required, marketing communications will only be sent after obtaining the appropriate consent.
Customers may unsubscribe from marketing communications at any time using the unsubscribe option included in the communication or by contacting Wanas Home.
Unsubscribing from marketing communications will not prevent us from sending necessary transactional communications relating to an existing order, payment, delivery, warranty claim, or customer service request.
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## 1.4 Cookies and Similar Technologies
Our website may use cookies and similar technologies to operate and improve the website.
Cookies may be used for purposes including:
- Remembering customer preferences - Maintaining shopping carts - Keeping customers signed in - Website security - Fraud prevention - Analytics - Website performance - Understanding customer interactions - Advertising and marketing, where permitted
Some cookies may be essential for the website to function properly.
Where required by applicable law, customers will be provided with appropriate choices regarding non-essential cookies.
Users may also control cookies through their browser settings. Disabling certain cookies may affect website functionality.
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## 1.5 Sharing Personal Information
Wanas Home may share personal information where reasonably necessary with trusted third parties involved in operating our business and providing our services.
These may include:
- Payment processors and banks - Delivery and logistics providers - Furniture installation teams - Manufacturers and suppliers - IT service providers - Website hosting providers - Cloud storage providers - Customer support systems - Analytics providers - Marketing service providers - Accounting and professional advisers - Auditors - Insurance providers - Government authorities, courts, or regulators where legally required
Third parties should only receive information reasonably necessary to perform their services and are expected to handle personal information appropriately and in accordance with applicable requirements.
Wanas Home does not sell customers' personal information as a business practice.
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## 1.6 Payment Security
Payments may be processed through third-party payment gateways, banks, card networks, or payment service providers.
Payment information submitted through those services may be processed according to the privacy and security practices of the relevant payment provider.
Customers should review the applicable payment provider's terms and privacy policy where appropriate.
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## 1.7 Data Retention
Wanas Home retains personal information only for as long as reasonably necessary for the purposes for which it was collected, including:
- Completing orders - Providing warranties and after-sales services - Maintaining transaction records - Handling disputes - Complying with tax, accounting, regulatory, and legal obligations - Establishing or defending legal claims
Retention periods may differ depending on the type of information and applicable legal requirements.
When information is no longer reasonably required, it may be securely deleted, anonymized, or otherwise disposed of in accordance with our applicable procedures.
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## 1.8 Data Security
Wanas Home takes reasonable technical and organizational measures designed to protect personal information from:
- Unauthorized access - Unauthorized disclosure - Accidental loss - Misuse - Alteration - Destruction
However, no internet transmission, electronic system, or storage method can be guaranteed to be completely secure.
Customers are responsible for keeping account passwords and other login credentials confidential.
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## 1.9 International Data Transfers
Some service providers used by Wanas Home may process or store information outside the United Arab Emirates.
Where personal information is transferred internationally, Wanas Home will take appropriate measures where required by applicable law to protect the information and ensure that the transfer is handled in accordance with applicable data-protection requirements.
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## 1.10 Your Privacy Rights
Subject to applicable UAE law and any applicable exemptions, individuals may have rights in relation to their personal information, including the right to:
- Request information about personal data being processed - Request access to personal information - Request correction of inaccurate or outdated information - Request deletion of personal information where applicable - Request restriction or cessation of certain processing where applicable - Withdraw consent where processing is based on consent - Object to certain processing where applicable - Request information regarding certain automated processing or decisions where applicable - Raise a complaint regarding the handling of personal information
Certain information may need to be retained where required by law, for legitimate business records, or for the establishment, exercise, or defense of legal claims.
To exercise a privacy right, please contact Wanas Home using the contact information provided at the end of this policy.
We may request reasonable information to verify the identity of the person making the request.
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## 1.11 Children's Privacy
Our products and services are intended primarily for adults capable of entering into commercial transactions.
We do not knowingly seek to collect personal information directly from children where doing so would be inconsistent with applicable law.
If we become aware that personal information relating to a child has been collected improperly, we will take reasonable steps to address the matter.
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## 1.12 Third-Party Websites
Our website may contain links to third-party websites, payment platforms, social media services, or other external services.
Wanas Home is not responsible for the privacy, security, content, or practices of third-party websites or services.
Customers are encouraged to review the privacy policies of any external service they use.
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# 2. Custom & Made-to-Order Furniture Policy
Many Wanas Home products are made to order and may be customized according to customer requirements, including:
- Dimensions - Materials - Colors - Finishes - Fabrics - Configurations - Other agreed specifications
Before production begins, Wanas Home will provide the customer with the agreed specifications, which may include:
- Product dimensions - Materials - Colors - Finishes - Fabrics - Selected options - Price - Estimated production timeline
The customer is responsible for carefully reviewing and approving these details before production begins.
Once the customer approves the final specifications and production has commenced, the order cannot ordinarily be cancelled or modified due to a change of mind, subject to applicable UAE laws and the customer's statutory rights.
Any requested modification after production has commenced may be declined or may result in additional costs and changes to the estimated completion date.
Customization does not affect the customer's statutory rights in relation to products that are defective, damaged, unsafe, or materially different from the specifications approved by the customer.
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# 3. Return, Exchange & Refund Policy
## 3.1 Standard Products
Eligible standard, non-customized products may be accepted for return or exchange in accordance with the conditions and timeframes stated by Wanas Home and applicable UAE law.
To be eligible for a change-of-mind return where such a return is offered, the product may be required to:
- Be unused - Be undamaged - Be in its original condition - Include all components and accessories - Include original packaging where reasonably applicable - Be accompanied by proof of purchase
Certain products may not be eligible for change-of-mind returns due to their nature, condition, or customization.
Nothing in this section limits statutory rights relating to defective, damaged, unsafe, or non-conforming products.
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## 3.2 Custom / Made-to-Order Products
Custom and made-to-order products are produced specifically according to the customer's approved specifications.
Accordingly, such products may not be eligible for cancellation, return, or refund due solely to a change of mind once production has commenced, subject to applicable UAE laws and statutory consumer rights.
This includes products manufactured or modified according to customer-selected:
- Dimensions - Materials - Fabrics - Colors - Finishes - Designs - Configurations - Other personalized specifications
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## 3.3 Damaged, Defective or Incorrect Products
If a product is delivered:
- Damaged - Defective - Unsafe - Missing components - Incorrect - Materially different from the customer's approved specifications
please contact Wanas Home within **[X hours/days]** of discovering the issue and provide reasonable supporting information.
Supporting information may include:
- Order number - Description of the issue - Photographs - Videos - Photographs of packaging - Any other information reasonably required to assess the issue
Wanas Home will assess the claim and, where applicable, arrange an appropriate remedy such as:
- Repair - Replacement - Completion or correction - Refund
Any remedy will be provided in accordance with the circumstances of the case and applicable UAE law.
The reporting period stated above is intended to assist us in investigating delivery-related issues promptly and does not limit statutory rights that cannot legally be excluded or restricted.
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## 3.4 Refund Processing
Where a refund is approved, Wanas Home will ordinarily process the refund using the original payment method where reasonably possible.
Processing times may depend on the relevant:
- Bank - Card issuer - Payment gateway - Payment service provider
Wanas Home is not responsible for processing delays caused solely by the customer's bank or payment provider after the refund has been properly initiated.
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# 4. Damage & Inspection Policy
Customers are encouraged to inspect furniture at the time of delivery and installation.
Customers should check, where reasonably possible, for:
- Visible damage - Scratches - Broken components - Missing components - Incorrect items - Incorrect colors or finishes - Material discrepancies - Obvious dimensional discrepancies - Installation issues
Any visible damage, missing component, or obvious discrepancy should be reported to the delivery or installation team before completion of the delivery whenever reasonably possible.
Customers may be asked to provide photographs or videos of:
- The product - The affected area - Packaging - Product labels - Delivery condition
This information may be used to assist Wanas Home in assessing the issue.
Reporting an issue at the time of delivery helps us resolve the matter efficiently.
However, failure to identify a defect during delivery does not limit statutory rights relating to defects or problems that could not reasonably have been discovered during the delivery inspection.
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# 5. Wanas Home Warranty
Unless a different warranty period is expressly stated on the relevant product page, quotation, order confirmation, or invoice, Wanas Home provides a **24-month warranty against manufacturing defects from the date of delivery**.
The warranty applies subject to the conditions below and applicable UAE law.
## 5.1 What Is Covered
The warranty may cover:
- Manufacturing defects - Structural defects resulting from manufacturing - Defective hardware - Defects caused by manufacturing - Defects caused by Wanas Home or its authorized assembly or installation process
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## 5.2 What Is Not Covered
Unless otherwise required under applicable law, the warranty does not ordinarily cover:
- Normal wear and tear - Damage caused by misuse - Accidental damage - Improper use - Improper cleaning - Failure to follow care instructions - Exposure to excessive moisture - Exposure to excessive heat - Exposure to inappropriate environmental conditions - Damage caused by pets - Damage caused by accidents - Damage caused by moving or relocating furniture after delivery - Damage resulting from customer disassembly or reassembly - Modification by an unauthorized person - Repairs performed by an unauthorized person - Damage caused by third-party contractors - Cosmetic deterioration arising from normal use
Natural materials including wood, leather, stone, marble, and similar materials may contain natural variations in grain, pattern, texture, shade, veining, or appearance.
Reasonable natural variations are not necessarily manufacturing defects.
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## 5.3 Warranty Claims
To submit a warranty claim, customers may be required to provide:
- Proof of purchase - Order number - Description of the issue - Photographs or videos - Other reasonable information required to assess the claim
Wanas Home may inspect the product before determining the appropriate warranty remedy.
Depending on the circumstances and applicable law, remedies may include repair, replacement, or another appropriate solution.
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# 6. Shipping, Delivery & Assembly Policy
Wanas Home offers delivery and assembly services within selected areas of the United Arab Emirates.
Availability, fees, and estimated delivery times may vary according to:
- Delivery location - Product type - Product dimensions - Product weight - Order value - Accessibility - Installation requirements
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## 6.1 UAE Delivery
Free delivery may apply to orders delivered within **[specified UAE areas]**, subject to any conditions displayed on the relevant product page, quotation, order confirmation, or checkout.
Additional charges may apply to areas outside the standard delivery zone.
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## 6.2 GCC Delivery
Delivery to GCC destinations may be available for selected orders.
GCC delivery charges will be calculated separately based on factors including:
- Destination - Product dimensions - Product weight - Packaging - Transportation requirements - Customs requirements - Applicable taxes or charges - Installation requirements, if applicable
Any applicable delivery quotation will be communicated to the customer before confirmation where appropriate.
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## 6.3 Delivery Timeframes
Any production or delivery dates provided by Wanas Home are estimates unless expressly agreed otherwise in writing.
For made-to-order products, delivery estimates begin after the customer has:
1. Approved the final specifications; and 2. Completed the required payment or deposit.
Although we aim to meet estimated timelines, delays may occasionally occur due to circumstances including:
- Material availability - Manufacturing delays - Supplier delays - Shipping delays - Customs procedures - Access restrictions - Events outside our reasonable control
Where reasonably possible, Wanas Home will communicate material delays to the customer.
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## 6.4 Customer Responsibility for Access
The customer is responsible for ensuring that the delivery location is accessible and suitable for the furniture being delivered.
Before delivery, customers must inform Wanas Home of relevant restrictions including:
- Narrow doors - Narrow entrances - Narrow corridors - Staircases - Elevator dimensions - Elevator restrictions - Parking restrictions - Building access procedures - Delivery time restrictions - Community access requirements - Loading restrictions - Floor level - Difficult access conditions
Customers should ensure that the furniture can physically pass through entrances, elevators, stairways, corridors, and other access points.
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## 6.5 Special Access
Where delivery requires special arrangements such as:
- Cranes - External lifts - Hoisting - Specialist moving equipment - Building permits - Third-party lifting companies
additional fees may apply.
Such services will be subject to availability and prior approval.
Unless expressly agreed otherwise, third-party specialist access services are not included in standard delivery charges.
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## 6.6 Failed Delivery
If delivery cannot be completed because of circumstances attributable to the customer, including:
- Incorrect address information - Customer absence at an agreed delivery time - Inadequate access - Undisclosed building restrictions - Product being unable to fit through the available access route
Wanas Home may arrange another deli