Return & Refund Policy

Last Updated: September 2026

At Taif Al Emarat, we are committed to providing customers with a clear, fair, and transparent process for returns, exchanges, cancellations, and refunds.

This policy applies to eligible purchases made through the Taif Al Emarat UAE online store and should be read together with our Shipping & Delivery Policy, Privacy Policy, and Terms & Conditions.

Nothing in this policy is intended to exclude, restrict, waive, or reduce any mandatory consumer right available under the laws and regulations of the United Arab Emirates.

1. Return & Refund Rights

Customers may be entitled to return products, receive replacements, or obtain refunds in circumstances provided by applicable UAE law.

For purchases made through the UAE online store, this includes applicable rights under UAE consumer-protection and modern technology-based trade legislation.

Eligibility depends on factors including:

• the reason for the return;
• the condition of the product;
• whether the product has been used;
• whether the product is defective or damaged;
• whether the product corresponds to its description;
• the applicable return period; and
• any lawful exception applicable to the product or transaction.

2. Eligible Online Returns

Subject to applicable UAE law and the conditions of this policy, a product may be eligible for return where, for example:

• it is defective;
• it arrives damaged;
• it is incomplete;
• an incorrect product is delivered;
• it materially differs from the description provided at the time of purchase;
• its condition does not correspond to what was agreed;
• a delivery delay materially prevents the customer from benefiting from the product as intended, where applicable under UAE law; or
• another legally recognized ground for return or reimbursement applies.

3. Change-of-Mind Returns

Where Taif Al Emarat offers a voluntary change-of-mind return in addition to mandatory statutory rights, the applicable commercial return period and conditions will be communicated to customers.

An eligible change-of-mind product should generally:

• be unused;
• remain in its original condition;
• remain in its original packaging where applicable;
• contain all original accessories and components;
• include any complimentary products or promotional gifts where applicable; and
• be accompanied by proof of purchase.

A voluntary commercial return policy does not replace or reduce mandatory rights provided under UAE law.

4. Perfumes, Cosmetics & Personal-Care Products

Because perfumes, cosmetics, and personal-care products may be affected by product-integrity, hygiene, and resale considerations, an opened, materially used, sprayed, altered, or customer-damaged product may not qualify for an ordinary change-of-mind return where legally permitted.

However, Taif Al Emarat will not automatically reject a claim simply because packaging was opened where the customer is reporting a genuine:

• defect;
• leakage;
• damage;
• incorrect product;
• counterfeit product;
• material discrepancy from the advertised or ordered product; or
• other legally recognized non-conformity.

Use that is reasonably necessary solely to check whether a product is defective will be considered in accordance with applicable UAE requirements.

5. Defective Products

Where a product is defective, Taif Al Emarat will provide the remedy required under applicable UAE consumer-protection legislation.

Depending on the circumstances and applicable legal requirements, the remedy may include:

• repair, where appropriate to the type of product;
• replacement;
• return of the product;
• refund of the applicable purchase price; or
• another remedy required under applicable UAE law.

Nothing in this policy limits mandatory rights concerning defective products.

6. Damaged, Incorrect or Incomplete Orders

If an order:

• arrives materially damaged;
• contains an incorrect product;
• contains the wrong size or quantity;
• is missing a purchased product; or
• otherwise materially differs from the confirmed order,

please contact Customer Support as soon as reasonably possible.

We may reasonably request:

• the order number;
• invoice or proof of purchase;
• photographs of the product and packaging where relevant;
• details of the affected item; and
• a description of the issue.

Where the issue is attributable to Taif Al Emarat or its fulfilment process, it will be handled without improperly passing the resulting cost to the customer.

7. Promotional & Discounted Products

A product does not automatically lose mandatory consumer protection merely because it was purchased:

• on sale;
• using a discount code;
• during a promotional campaign;
• as part of a bundle;
• through a gift-with-purchase promotion; or
• at another reduced price.

Promotion-specific conditions may apply to voluntary returns where they were clearly disclosed and are permitted by UAE law.

Nothing in a promotion may lawfully remove mandatory rights concerning defective, damaged, incorrect, unsafe, or non-conforming products.

8. Bundles & Gifts With Purchase

Where a qualifying purchase included a:

• complimentary gift;
• sample;
• promotional product;
• voucher; or
• bundle discount,

the applicable promotional item may need to be returned together with the qualifying product where legally permitted.

Where only part of an eligible promotional transaction is returned, any refund adjustment will be calculated transparently based on the actual transaction and applicable promotion.

Mandatory consumer rights will not be reduced.

9. How to Request a Return

To request a return, exchange, cancellation, or refund, please contact:

WhatsApp – Arabic: +971 50 816 0655

WhatsApp – English: +971 52 882 0010

Customer Support Hotline: +971 800 8243

Please provide:

• your order number;
• proof of purchase;
• the affected product;
• the reason for the request; and
• photographs where relevant.

Customer Support will review the request and provide the applicable instructions.

10. Return Collection & Costs

Where a return results from a defective, damaged, incorrect, incomplete, or non-conforming product attributable to Taif Al Emarat, applicable collection or return arrangements will be handled in accordance with UAE law.

For a voluntary change-of-mind return, any applicable collection or return cost will be communicated to the customer where legally permitted.

A return charge will not be imposed where doing so would unlawfully restrict a mandatory consumer remedy.

11. Inspection

Returned products may be inspected to verify:

• product identity;
• condition;
• packaging;
• whether the product has been materially used;
• whether components are missing;
• whether damage occurred after delivery; and
• the nature of an alleged defect.

A voluntary return may be refused where its stated lawful conditions are not satisfied.

This will not be used to deny a mandatory remedy for a defective or otherwise legally non-conforming product.

12. Refunds

Where a refund is due, Taif Al Emarat will process reimbursement in accordance with applicable UAE law.

Where reasonably possible, an electronically paid transaction will be refunded through the original payment method unless another lawful method is agreed.

For Cash on Delivery transactions, where available, Customer Support will communicate the applicable refund method.

Where a monetary refund is legally due, the customer will not be forced to accept store credit instead.

13. Refund Amount

Where a full refund is legally due, the applicable amount paid by the customer will be reimbursed in accordance with UAE law.

For partial returns, bundles, or promotional transactions, the refund may reflect the actual amount paid for the returned product and applicable promotional structure.

Any adjustment will be transparent and will not reduce a mandatory consumer entitlement.

14. Payment Provider Processing

After a refund is initiated, additional processing time may be required by the customer’s:

• bank;
• card issuer;
• digital wallet; or
• payment provider.

Such third-party processing time is separate from Taif Al Emarat’s internal refund process.

Any mandatory refund period under applicable UAE law will prevail.

15. Order Cancellation Before Dispatch

Customers wishing to cancel an order before dispatch should contact Customer Support as soon as possible.

Where fulfilment has not progressed to a stage where cancellation can no longer reasonably be stopped, we will attempt to process the cancellation.

This voluntary process does not replace mandatory rights provided under UAE law.

16. Delivery-Related Returns

A customer may have additional rights where:

• goods are not delivered in accordance with the agreed terms;
• delivery is materially delayed in circumstances recognized by applicable UAE law; or
• the delivered goods materially conflict with the digital contract or terms disclosed at purchase.

These cases will be assessed in accordance with applicable UAE legislation.

17. Consumer Complaints

Customers who believe their return, exchange, or refund request has not been handled correctly may contact Customer Support for review.

Nothing in this policy restricts the customer’s right to submit a complaint to the competent UAE consumer-protection authority.

18. Consumer Rights

Nothing in this Return & Refund Policy excludes, restricts, waives, or reduces mandatory consumer rights under applicable UAE legislation, including:

• Federal Law No. 15 of 2020 on Consumer Protection, as amended;
• Cabinet Resolution No. 66 of 2023 concerning its Executive Regulations; and
• Federal Decree-Law No. 14 of 2023 concerning Modern Technology-Based Trade.

Where this policy conflicts with a mandatory legal requirement, the applicable UAE requirement will prevail.

19. Contact Us

Taif Al Emarat – UAE Customer Support

WhatsApp – Arabic: +971 50 816 0655

WhatsApp – English: +971 52 882 0010

Customer Support Hotline: +971 800 8243

Please provide your order number when contacting Customer Support.