Returns, exchanges and refunds
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This policy explains exchanges and returns. A change of mind is different from receiving a defective product or one that does not match the order. This policy does not reduce mandatory UAE consumer rights.
Ready-made, non-personalized products: change of mind
You may request a return or exchange within 14 calendar days of receiving a ready-made, non-personalized product. It must not have been used, washed or altered, and should include its accessories, tags and original packaging where available. Normal inspection of size and condition alone is not treated as use. Submit the request within the window; if our reply is delayed, the date of your first message is used.
Products personalized with names or specifications
An item made with an approved personal name, size or design is not accepted for a change-of-mind return after correct fulfilment, where its personalized nature was disclosed before purchase and to the extent allowed by applicable rules. This exception does not cover defects, production errors or differences from approved specifications, and does not remove other mandatory rights.
Defects, damage or incorrect products
Contact us when you discover the issue, with the order number, a description and images if available. A 24- or 48-hour report is not imposed as a condition that removes defect rights, and the 14-day change-of-mind window does not extinguish statutory defect or non-conformity rights. Appropriate remedies may include repair, re-fulfilment, replacement or refund depending on the issue and applicable right. We cover necessary costs of remedying our error or a product defect.
How to request a return
- Email tatreezuae26@gmail.com with your order number, the product, the reason and your preferred remedy.
- We aim to reply within two business days with instructions and the appropriate return address.
- Do not send the product to an unconfirmed address. A timely request preserves the date of your claim.
- Send it back within seven calendar days of receiving instructions, unless otherwise agreed or required by law. Use tracked delivery and keep the receipt.
- We inspect the return and communicate the outcome within three business days of receipt. If declined, we explain the reason without limiting your legal rights.
Return and exchange charges
For change-of-mind returns, the customer pays the actual return delivery cost charged by their chosen carrier; we charge no restocking or handling fee. Original delivery charges for a completed service are not refunded in that case unless legally required. For a defect or store error, we arrange the return or cover its agreed reasonable cost, and original delivery charges are refunded when the whole order is returned for that reason. Any delivery cost for an elective size exchange is disclosed before you agree.
Refunds
When a refund is due, we process it within a maximum of seven business days after receiving the return, or approving cancellation where nothing must be returned. This period includes return inspection. Refunds go to the original payment method where possible; store credit is not substituted without your agreement. Your bank or payment provider may take additional time to display the funds. We provide a transaction reference when available and help follow up delays.
The amount is based on the price actually paid after discounts, with delivery charges handled as explained above. Exchanges depend on replacement availability; if unavailable, an eligible refund can be arranged instead. If funds do not appear after our refund notification, contact us so we can check the reference with the payment provider.