Refund & Cancellation Policy

Last Updated: August 2026

Aqua Soléa is a trading brand operated by Gifted General Trading L.L.C. and forms part of the Gifted Products brand family.

Aqua Soléa supplies substantial outdoor living products that may require advance preparation, delivery planning, site coordination and installation arrangements.

Please read this Refund & Cancellation Policy carefully before placing an order.

By placing an order through Aqua Soléa, you agree to the terms below.

1. No Change of Mind Refunds After Dispatch

Once an order has been dispatched, it cannot be cancelled, returned or refunded because the customer has changed their mind, no longer requires the product, ordered the wrong product or decided that the product is no longer suitable for their property.

All sales are final following dispatch, except where a remedy is required under applicable UAE law.

Customers must review the product description, dimensions, specifications, finishes, delivery requirements and installation information carefully before placing an order.

2. Cancellations Before Dispatch

Customers should contact Aqua Soléa immediately if they wish to cancel an order.

A cancellation may only be accepted where the order has not:

• Entered processing or preparation.
• Been allocated for delivery.
• Been dispatched.
• Been specially ordered or sourced.
• Entered production or customisation.
• Had installation resources or third-party services committed to it.

We cannot guarantee that a cancellation request will be accepted after an order has been placed.

Where a cancellation is accepted, any approved refund will normally be issued to the original payment method.

3. Made-to-Order and Special-Order Products

Products that are made to order, customised, specially sourced, configured to the customer’s requirements or reserved specifically for a project may be non-cancellable once preparation, production or sourcing has begun.

This may apply before physical dispatch where the non-cancellable status and relevant specifications were disclosed to the customer.

Deposits, committed supplier costs and completed work may be non-refundable to the extent permitted by law and as disclosed before the order is confirmed.

4. Dispatched Orders

An order is considered dispatched once it has been handed to the delivery provider, allocated to an active delivery journey or has otherwise left the warehouse or supplier for delivery to the customer.

Once dispatched:

• The order cannot be cancelled.
• Change of mind returns will not be accepted.
• Refusing delivery does not create a right to a refund.
• Delivery and preparation costs already incurred are not refundable.

This does not affect mandatory rights where a product is defective, incomplete, damaged before receipt, incorrectly supplied, materially different from its description or otherwise protected under applicable UAE law.

5. Defective, Damaged or Incorrect Products

If a product is delivered damaged, defective, incomplete or materially different from the product ordered, please contact Aqua Soléa as soon as reasonably possible.

Customers should provide:

• Their order number.
• A clear description of the issue.
• Photographs of the complete product.
• Close-up photographs of the relevant damage or defect.
• Photographs of the outer delivery packaging.
• Photographs of labels and product identification.
• Video evidence where reasonably requested to demonstrate an operational issue.
• Details of any issue noted during delivery or installation.

Visible delivery damage should ideally be reported within 24 hours. A delay in reporting does not automatically remove a mandatory legal right, but it may affect our ability to determine when and how the damage occurred.

Products, components and packaging connected with a claim should not be disposed of until Aqua Soléa confirms that they may be discarded.

6. Inspection and Assessment

Aqua Soléa may arrange an inspection or request additional evidence before approving a repair, replacement, completion of missing work or refund.

Depending on the nature of the concern, we may need to:

• Inspect the product at the property.
• Test the product or individual components.
• Review installation conditions.
• Review water, electrical, gas or plumbing connections.
• Confirm maintenance and usage history.
• Obtain an assessment from the manufacturer, supplier or installer.

Submitting a claim does not automatically entitle the customer to a refund.

7. Available Remedies

Where a qualifying defect, incorrect product, incomplete order or pre-delivery damage is confirmed, Aqua Soléa will provide an appropriate remedy in accordance with applicable UAE law.

Depending on the circumstances, the remedy may include:

• Repairing the product.
• Replacing a defective component.
• Replacing the product.
• Completing missing work or supplying missing components.
• Correctly performing an installation service.
• Issuing an appropriate full or partial refund.

A refund may not be the first or only available remedy where the product can reasonably be repaired, replaced or brought into conformity with the agreed order, subject to applicable law.

8. Matters That Are Not Normally Defects

The following do not normally constitute defects where they do not materially affect the agreed product, specification or function:

• Minor colour or texture variations.
• Differences caused by lighting, photography or screen display.
• Minor manufacturing tolerances.
• Natural variations in materials or finishes.
• Decorative items shown in lifestyle images but not listed as included.
• A product appearing different because of the customer’s surrounding landscaping, lighting or property design.
• Normal wear and tear.
• A customer changing their preferred colour, layout or product after dispatch.
• A product being unsuitable because inaccurate measurements or site information were supplied by the customer.

9. Damage or Problems After Delivery

Aqua Soléa is not responsible for damage or problems caused after delivery by:

• Misuse or improper handling.
• Accidental impact or damage.
• Incorrect maintenance.
• Failure to follow product or manufacturer instructions.
• Unauthorised alteration or modification.
• Installation by an unauthorised third party where this caused the issue.
• Incorrect water chemistry or treatment.
• Incorrect electrical, gas or plumbing connections.
• Unsuitable ground, drainage or structural conditions.
• Failure to obtain required property or building approvals.
• Exposure outside the product’s intended environmental specifications.
• Normal wear and tear.

Products damaged after successful delivery by the customer, another person or unsuitable site conditions are not eligible for a refund or replacement unless otherwise required by law.

10. Installed Products

Once a product has been installed, assembled, connected, filled, used or altered, it cannot be returned for a change of mind.

Where an installed product has a genuine defect or the installation service was not performed to the agreed standard, Aqua Soléa will assess the issue and provide an appropriate remedy where required.

The customer must not remove, dismantle, relocate, modify or arrange unauthorised repairs to a product that is subject to an active claim unless required for immediate safety reasons or approved by Aqua Soléa.

Unauthorised work may affect our ability to inspect the original issue.

11. Installation Fees

Standard installation of an outdoor BBQ kitchen costs AED 399.

The installation charge is non-refundable once the installation service has been completed correctly.

Where installation is cancelled before the appointment and before resources have been committed, Aqua Soléa may consider a refund of the installation charge.

Where an installation cannot proceed because the site is not ready, access is unavailable, approvals have not been obtained or inaccurate information was supplied, rescheduling or additional attendance charges may apply.

This does not affect rights relating to an installation service that was not completed or was not performed to the agreed standard.

12. Refused or Failed Delivery

Refusing delivery does not automatically cancel an order or create a right to a refund.

Where delivery cannot be completed because:

• The recipient is unavailable.
• The customer cannot be contacted.
• An incorrect or incomplete address was provided.
• Access to the property was not arranged.
• Building or community approval was not obtained.
• The delivery route is unsuitable because information was not disclosed.

Aqua Soléa may arrange another delivery and may charge reasonable additional costs arising from the failed attempt. Any additional charge will be explained before redelivery.

13. Return, Removal and Collection

Products must not be returned, dismantled or transported without prior written approval from Aqua Soléa.

Where an approved remedy requires collection or removal, Aqua Soléa will provide appropriate instructions.

Aqua Soléa will bear reasonable collection costs where required because we supplied a qualifying defective, incorrect or pre-delivery damaged product.

The customer may be responsible for removal, collection, restoration or related costs where a return is accepted outside a mandatory legal obligation or where the issue was caused by the customer or the property.

14. Refund Processing

Approved refunds will normally be issued to the original payment method used for the order.

Gifted General Trading L.L.C. cannot normally issue a refund to a different card, account or person.

Once a refund has been processed, the time taken for it to appear will depend on the customer’s bank, card issuer or payment provider.

Refunds involving a third-party payment or Buy Now Pay Later provider may also be subject to that provider’s processing procedures and timelines.

15. Late Delivery

Delivery timings are estimates unless a guaranteed date has been expressly confirmed in writing.

A delivery delay does not automatically create a right to a refund.

However, where delivery has been delayed to such an extent that the customer can no longer reasonably benefit from the product or service, any rights available under applicable UAE law will continue to apply.

16. Abuse of the Claims Process

Gifted General Trading L.L.C. reserves the right, to the extent permitted by law, to reject claims or restrict future transactions where there is reasonable evidence of fraud, deliberate damage, false information, substitution of products, fabricated evidence or other misuse of the returns and claims process.

17. Statutory Rights

Nothing in this policy is intended to exclude, restrict or override rights that cannot legally be excluded under applicable consumer protection laws in the United Arab Emirates.

Where there is a conflict between this policy and a mandatory requirement of applicable UAE law, the mandatory legal requirement will apply.

18. Contact Us

For cancellations, product concerns or installation issues, please contact:

Please include your order number whenever contacting us about an existing order.