Refund policy

Before an object ships

An order can be cancelled at any time before dispatch by writing to support@covahouse.com. The House refunds the full amount to the original payment method.

After delivery

Fourteen days from delivery if you simply change your mind. Thirty days from the appearance of a defect for an object that is not as described, damaged or faulty, whether the fault was apparent or hidden.

Within the applicable window, an object may be returned if:

  • it is not as described, including a material flaw the object page did not disclose;
  • it arrived damaged; or
  • you have changed your mind, within fourteen days of delivery. Return carriage is paid by the buyer in that case.

A change-of-mind return cannot be accepted if the object has been altered, serviced, polished, re-cased, engraved, graded, submitted to a third party, or separated from the papers, box or accessories it was delivered with. For a numbered object, the Object Passport and any seal must be intact. These conditions do not apply where the object is not as described, damaged or faulty: a defect is covered whatever state the packaging is in.

How a return works

  1. Write to support@covahouse.com within the window, with the order reference and photographs of the object as received.
  2. The House confirms the return in writing and provides the return address and the required carrier and packaging. The House never publishes a return address, and a return sent to any address other than the one the House provides is not covered.
  3. The object travels insured, with signature, in the packaging the House specifies.
  4. The House inspects the object on arrival, against the evidence recorded before dispatch. We will keep you informed throughout the inspection process.

After inspection

If the return is accepted, the House refunds to the original payment method within seven working days of completing the inspection. Delivery charges already paid are refunded where the object was not as described or arrived damaged, and are not refunded on a change-of-mind return. Where the object was not as described, damaged or faulty, the House also pays the return carriage.

If the object returned is not the object that was sent, or has been altered, the House will say so with its evidence, and will return the object to the buyer at the buyer's cost. The House keeps photographic and condition evidence of every object before dispatch for exactly this reason.

Objects that are not sold through the website

Price on Request objects are purchased directly through Client Services under written terms agreed before payment. Those agreed terms govern any return or cancellation.

Damage in transit

Report damage within forty-eight hours of delivery, with photographs of the object, of the outer packaging before it is discarded, and of the shipping label where it is still available. The House manages the carrier claim on your behalf.

Faults after the return window

A fault that appears later is handled under the House authenticity guarantee where the object qualifies: twelve months from delivery, with a full refund of the price paid against return of the object if it proves inauthentic, and the House paying return carriage. Each object page states whether that object is covered. Any other later fault is handled under applicable law.

Your statutory rights

This policy is in addition to the rights a consumer has under the consumer protection law of the United Arab Emirates, and takes nothing away from them. Where a term here gives you less than the law requires, the law applies. In particular, the House does not use the conditions in this policy to refuse a remedy for an object that is defective, counterfeit or not as described.

Contact

Every return, refund and guarantee claim is handled by Client Services at support@covahouse.com. Please write before returning anything, so that the House can confirm the return and give you the address to use.

Last updated: 19 September 2026.

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