Exchange and refund policy
Looking to return or exchange unwanted merchandise? You will find here everything you need to know about our exchange policies, the timeframes and the items that can be returned.
Return and exchange process
In referral to our Exchange and Refund section, our return policy allows you to exchange purchases made for any reason up to 7 days after you received or collected your order or from the date of your purchase receipt valid within the United Arab Emirates (UAE).
Refund is made in case of faulty items/manufacturer defect or out of stock. No refunds are accepted after 7 days of delivery date.
The Purchase Receipt or Sales Invoice or Order Confirmation or E-commerce Order Reference is mandatory to process either Exchange or Refund.
Products eligible for exchange must be:
(a) Unused, in perfect re-saleable condition, undamaged in any way, without any kind of apparent damage or tear;
(b) In the same condition as supplied, with original tags and packaging;
(c) With all its components to include but not limited to: plastic wrapping, cables, plastic ties and all product documentation must be in the box;
(d) If the order contained a free promotional gift, the gift must be included with the return of any related items
Products non-exchangeable nor refundable:
Your right to return a product does not apply to certain types of products. The following list provides a non-exhaustive list of the types of products you cannot cancel or return:
(a) For product purchased in promotion or discounted for more than 50% of its price;
(b) For product previously exchanged;
(c) For products personalized, made to measure;
(d) Items bought together as a bundle cannot be returned or exchanged separately;
(e) In accordance with global retail industry standards, we are unable to accept exchange of jewelry, watches and pens unless damaged or faulty;
(f) We are not responsible for lost, stolen or used gift cards and vouchers;
(g) We are unable to accept exchange on merchandise damaged by the customer;
Return and exchange conditions:
After we receive your item with the receipt, our team of experts will inspect the item and will process your refund/exchange.
(a) For non-faulty items, customer shall either exchange his item by another, or get a Gift Card valid for 6 months
(b) We are not responsible for lost Gift Cards or value vouchers;
(c) If an item is out of stock and amount already paid, we will cancel it from your order and refund the out-of-stock items (in the same method as the original form of payment) and dispatch the rest of the order;
(d) For faulty Item(s), refund will be made in the same method as the original form of payment. In case, the payment was made by credit card it may take up to 15 business days to complete the refund to the card;
(e) We do not charge a restocking fee; however, please note: (i) You are responsible for ‘Return Shipping Charges’ and ‘Return Custom Charges’ if applicable (ii) Original ‘Shipping Charges’ are non-refundable. We will only refund the value of the goods returned
How to exchange or return your purchased items:
(a) You might arrange to ship or deliver your items to our premises. When choosing the shipping option, the shipment must be made via trackable courier services, where name, signature and stamp of the receiver must be provided. We cannot accept return of damaged garments or products. We make sure you are notified by email.
(b) You can also choose for us to arrange a return collection for you where an additional pick-up fee will be charged. Our Customer Service will inform you on the amount of the extra fee to pay;All returns must be channeled
In the rare case where you might receive a faulty item, we aim to provide you with the ideal solution. We advise our customers to send photos of the faulty item, via email to firstname.lastname@example.org
a maximum of 24 hours after delivery. Our Customer Service will further investigate the case and revert to you within 48 hours to inform you of the procedure.
If there is any issue related to the quality of the purchased items, please contact our Customer Service Department within 24 hours after receiving your order for assistance. We will always aim to resolve any dispute as swiftly as possible.
We reserve the right to change our Terms and Conditions at any time. We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.
Last update: 24 May 2022