You may cancel an order in the situations below. This policy works together with Returns & Refunds and Shipping & Delivery. Mandatory rights under Federal Law No. 15 of 2020 on Consumer Protection apply in addition to this page.
1. Before we start production or dispatch
Email info@buildplate.ae with your order number as soon as possible. If we have not started making a custom item and the parcel has not been handed to the courier, we will cancel and refund the full amount paid, including delivery, to the original payment method.
Refunds are issued within 14 days of cancellation. Your bank or card issuer may take extra time to post the credit.
2. After dispatch (standard goods)
If the order has already shipped, you cannot stop delivery in every case. You may refuse the parcel or, once delivered, use the 14-day cooling-off return for unused standard (non-personalised) goods, as described in Returns & Refunds. Return shipping is then usually at your cost unless the goods are defective or we were at fault.
3. Custom, personalised, and approved mock-ups
Once we have started producing an item made to your specifications, or you have approved a digital mock-up for a bespoke or corporate order, we cannot cancel for change of mind. UAE distance-selling rules allow this for goods clearly personalised or made to specification.
We will still cancel or remake at no cost if we have not followed your confirmed instructions, or if the goods are defective or not as agreed.
4. Cancellation by us
We may cancel an order before delivery if:
- There is an obvious pricing, stock, or system error
- We cannot manufacture or obtain the goods in a reasonable time
- We cannot deliver to the address provided
- We reasonably suspect fraud or an unauthorised payment
- Fulfilment would breach UAE law
If we cancel for reasons other than your breach or suspected fraud, we will refund everything you paid for the cancelled goods and related delivery.
5. Late delivery
If we miss a delivery time we stated or agreed, and you do not accept a new date, you may cancel the affected goods and receive a refund of amounts paid for those goods, in line with UAE consumer protection rules.
6. How to request a cancellation
- Write to info@buildplate.ae or call +971 58 560 5321.
- Include your name, order number, and which items to cancel.
- We will confirm in writing whether the cancellation is accepted and when the refund will be sent.
7. Complaints
Unresolved cancellation disputes can be taken to the Ministry of Economy — Consumer Protection (moec.gov.ae) or your emirate's economic department.
