At Storm Interiors & Furniture, we handle customer complaints and suggestions professionally and clearly to improve the customer experience and maintain the quality of our services and products, while protecting Storm’s operational and financial rights under the laws applicable in Saudi Arabia.
This policy applies to all services and products provided through Storm’s website or official channels, including interior design, implementation, finishing and fit-out, bespoke furniture and furnishings, and ready-made products listed on the website.
1. Scope of this policy
This policy describes how we receive and handle complaints and suggestions relating to:
- Residential, office and commercial interior design services.
- Implementation, finishing and fit-out services.
- Bespoke furniture and furnishings.
- Ready-made products.
- Shipping, delivery and receiving orders.
- Customer service and the ordering experience.
- Technical or operational feedback relating to a service or product.
This policy does not replace the returns, exchanges and refunds policy, and does not create an independent right to cancellation, refund or compensation. It only governs the receipt, review and response to complaints and suggestions.
2. Submitting a complaint or suggestion
Customers may submit a complaint or suggestion through Storm’s official communication channels, providing the information needed for a proper review.
A submission must include:
- The customer’s name.
- The order or invoice number, where available.
- Mobile phone number.
- The type of service or product.
- A clear description of the complaint or suggestion.
- Supporting photographs, video or documents where the complaint concerns a product, implementation, shipping, damage or a technical issue.
- The date the product was received or the service carried out, where applicable.
Unclear or incomplete submissions, or those without sufficient evidence of the issue, will not be processed. Additional information may be requested before the review begins.
3. When complaints must be submitted
A complaint must be submitted within a reasonable period after the issue becomes apparent, the product is received or the service is carried out.
For ready-made products, furniture and shipping, customers must observe the deadlines specified in the shipping, exchange and returns policies published on the website.
Complaints about design or implementation must be raised during the work stages or immediately at handover. Late feedback is not accepted where it results from the customer changing their mind, using the service or product, or the customer or a third party making changes after handover.
A complaint made after a product has been used, installed, moved or modified, or after a service has been approved or received without comments, may not be accepted where the cause or timing of the issue cannot be established.
4. Complaint review process
After receiving a complaint with all required information, Storm reviews it internally according to the circumstances.
The review may include:
- Verifying the order or invoice number.
- Reviewing the service or product scope.
- Reviewing attached photographs, videos or documents.
- Checking communications and approval records.
- Inspecting the product or completed work where necessary.
- Contacting the design or implementation team, factory or shipping company, as applicable.
Storm aims to respond within an estimated 1 to 3 working days after receiving all required information. Technical cases, or those involving suppliers, shipping or manufacturing, may take longer depending on their nature.
5. Scope of remedial action
If an error by Storm is established, the appropriate action is determined by Storm according to the circumstances.
This may include:
- Explaining the circumstances to the customer.
- Correcting information or a procedure.
- Repairing a fault where present.
- Adjusting the affected part.
- Repeating part of the work where necessary.
- Replacing a damaged or missing part.
- Providing an appropriate technical or operational solution.
- Limited compensation only where legally required or agreed in writing.
The primary remedy is repair, adjustment or correction where possible. Customers are not entitled to demand a financial refund or cancellation where the issue can be remedied.
6. Cases that do not require compensation or a refund
The following do not oblige Storm to refund, compensate or cancel:
- A customer changing their mind after payment or approval.
- A customer disliking a design after using all agreed revisions.
- A change in personal taste after approving the design or product.
- Requests for revisions outside the quotation or contract scope.
- A customer’s delay in supplying information or approvals.
- Incorrect dimensions or information supplied by the customer.
- A site not being ready for implementation, installation or delivery.
- Use, installation or movement of the product after receipt.
- The customer or a third party intervening in the product or completed work.
- Damage caused by misuse, improper storage or transport.
- Natural variations in wood, fabric, leather, stone or other materials.
- Minor colour differences caused by lighting or screen settings.
- Complaints made after the specified deadline or without clear evidence.
- Expectations not expressly included on the product page, quotation or contract.
7. Suggestions
Storm welcomes customer suggestions for improving services, products, the website experience, delivery or customer service.
Suggestions are reviewed internally according to their importance and feasibility. They are not binding on Storm and do not create a financial entitlement, compensation or an obligation to implement them.
Storm may use general customer suggestions to improve its services, products and website experience without a financial obligation to the person submitting them, unless a separate written agreement states otherwise.
8. Complaints do not suspend financial or contractual obligations
Submitting a complaint does not suspend the customer’s existing financial or contractual obligations.
The customer remains responsible for paying amounts due, receiving the order, providing approvals and cooperating with remedial action unless Storm agrees otherwise in writing.
If the customer refuses to cooperate with inspection, remedial action, rescheduling or providing required information, Storm may close the complaint or suspend its handling until the requirements are met.
9. Limits of Storm’s responsibility
Where an error by Storm is established, its responsibility is limited to directly remedying that error in an appropriate way according to the circumstances.
Storm is not responsible for indirect, consequential or estimated losses, including lost opportunities, interrupted use of a space, third-party costs, operational losses or amounts not agreed in writing beforehand.
Storm is also not responsible for issues caused by inaccurate customer information, inappropriate use, third-party intervention or circumstances beyond its control.
10. Contact channels
Complaints and suggestions may be submitted through the following official channels:
- Website: interiordesign.com.sa
- WhatsApp: 00966115157292
- Email: info@interiordesign.com.sa
- Working hours: 9am–5pm
Complaints and suggestions are handled during official working days. Reports made through unofficial channels, personal accounts or parties not authorised by Storm are not accepted.
11. Policy updates
Storm may update this policy at any time to reflect the nature of its services and products, operational requirements and applicable laws.
The version published on the website when the complaint or suggestion is submitted applies, unless a written contract or mandatory law states otherwise.
Last updated: 03/07/2026