Refund and Returns Policy

Last Updated: 15 february 2026

Rose Collection (a trademark of Al Kouser General Trading LLC) is committed to delivering premium quality commercial, contract, and hospitality fabrics to our B2B clients across the UAE and international markets. Due to the nature of our industry—serving interior designers, hotels, resorts, healthcare facilities, and project developers—our return and refund policy is designed to balance flexibility with the practical realities of wholesale fabric trade.

Please read this policy carefully before placing your order.

1. General Policy Overview

As a wholesale supplier of over 1,000 SKUs across 100+ catalogues, we handle large-volume orders for commercial projects. All sales are considered final unless they fall within the specific conditions outlined below.

This policy applies to all fabric categories under RoseCollection, including:

  • Upholstery (Chenille, Velvet, Leather, Boucle, Jacquard)

  • Curtains and Drapery (Sheers, Blackout, Linen)

  • Performance Fabrics (Inherent FR, Antibacterial, Water Repellent, Nano Ceramic)

  • Bath Terry (Towels, Pool Towels, Robes)

  • Contract Fabrics (FR-treated, Healthcare-grade, Commercial Grade)

2. Fabric Returns – Conditions and Eligibility

We accept returns only under the following circumstances:

A. Defective or Damaged Goods

If you receive fabric that is defective or damaged during transit:

  • Notification Period: You must notify us within 7 calendar days of delivery.

  • Evidence Required: Please provide clear photographs of the damage or defect, along with your order number and a description of the issue.

  • Resolution Options: We will offer, at our discretion:

    • A full refund

    • Replacement of the damaged rolls

    • Credit note for future purchases

B. Manufacturing Defects

Our fabrics are sourced from Spain, Italy, Pakistan, Korea, China, and Turkey, and undergo rigorous quality checks at our 60,000 sq. ft. Ajman warehouse. However, if a manufacturing defect is identified:

  • Inspection Period: Claims must be raised within 14 days of receipt.

  • Sample Requirement: A sample of the defective fabric (minimum 1 meter) may be required for quality assessment by our suppliers.

C. Incorrect Shipment

If you receive fabric that does not match your order (wrong SKU, color, or design):

  • We will arrange for return pickup at our cost.

  • Full refund or replacement will be processed upon verification.

3. Non-Returnable Items

Due to the commercial nature of our business, the following cannot be returned or refunded:

  • Cut Yardage: Fabric cut to your specified length from our rolls.

  • Custom Orders: Fabrics specially sourced or dyed for your project.

  • Clearance or Discontinued Lines: Final sale items.

  • Sample Swatches: Fabric swatches and sample books (over 100 catalogues available) are provided for selection purposes and are non-returnable.

  • Fabrics After Processing: Once fabric has been cut, sewn, installed, or treated, returns cannot be accepted.

  • Terry Items: Due to hygiene reasons, bath towels, pool towels, and robes cannot be returned if opened or used.

4. Shade Variation and Dye Lots Disclaimer

As is standard in the textile industry:

  • Dye Lot Variations: Slight color variations may occur between different production batches. We recommend ordering all required yardage at once or requesting dye lot samples before bulk ordering.

  • Monitor Calibration: Color representation on your screen may vary from the actual fabric. We strongly recommend ordering physical swatches from our catalogue collection before placing bulk orders.

  • Shade Variation Claims: Returns based on minor shade variations within industry-accepted standards (ΔE < 1.0) will not be accepted.

5. Bulk Order Cancellations

For large-volume contract orders (hotels, healthcare, commercial projects):

  • Within 24 Hours: Full refund, less a 5% processing fee.

  • After 24 Hours but Before Production: Refund of 75% of order value.

  • After Production Begins: No cancellations accepted, as fabric is cut to your project specifications.

  • Special Orders: Fabrics imported specifically for your project (from Spain, Italy, Turkey, etc.) are non-cancellable once ordered from our suppliers.

6. Return Process – Step by Step

If you believe your order qualifies for a return:

  1. Contact Us: Email [Insert Email] with your order number, photos, and reason for return.

  2. Review: Our team will review your request within 2-3 business days.

  3. Return Authorization: If approved, you will receive a Return Merchandise Authorization (RMA) number and return shipping instructions.

  4. Shipment: Return the goods in original packaging with the RMA number visible.

  5. Inspection: Once received at our Ajman warehouse, goods will be inspected within 5-7 business days.

  6. Resolution: Refund or replacement processed accordingly.

7. Shipping Costs for Returns

  • Defective/Damaged/Incorrect Shipment: We will cover return shipping costs.

  • All Other Returns: Buyer is responsible for return shipping costs. Original shipping charges are non-refundable.

  • International Returns: For clients outside UAE, return shipping arrangements and costs must be discussed with our export team.

8. Refund Processing

Once your return is inspected and approved:

  • Refunds will be processed to the original payment method.

  • Processing time: 7-10 business days after approval.

  • For credit notes: Valid for 12 months from date of issue.

9. Warranty Claims

For fabrics covered under our warranty (as described in our Warranty section):

  • Warranty applies to manufacturing defects only, not normal wear and tear, improper installation, or misuse.

  • Claims must be submitted with proof of purchase and fabric samples.

  • Warranty period: As specified in your order confirmation or product catalogue.

10. Contact Information

For all returns, refunds, or warranty inquiries:

Al Kouser General Trading LLC
Trademark: Rose Collection
Warehouse & Office: Ajman, United Arab Emirates
Email: ceo@rosecollection.ae / info@rosecollection.ae
Phone/Whatsapp:  +971 562020225 / +971 06 748 0873

Please include your order number and “Returns/Refund Request” in the subject line.

11. Governing Law

This Return and Refund Policy is governed by the laws of the United Arab Emirates, specifically:

  • Federal Law No. 15 of 2020 on Consumer Protection

  • Cabinet Resolution No. 66 of 2023 on Commercial Transactions

Any disputes arising from returns or refunds shall first be attempted to be resolved through amicable negotiation, failing which the courts of Ajman, UAE shall have exclusive jurisdiction.

By placing an order with Rose Collection, you acknowledge that you have read, understood, and agreed to this Refund and Returns Policy.