Here’s a legally compliant Return & Refund Policy tailored for a Dubai/UAE-based dropshipping business, aligned with UAE Consumer Protection Law (Federal Law No. 15 of 2020), E-Commerce Law, and Ministry of Economy guidelines.
🔁 Return & Refund Policy – Dubai / UAE Dropshipping
Effective Date: [Insert Date]
Last Updated: [Insert Date]
We want you to be satisfied with your purchase. If you're not completely happy, we're here to help. This Return Policy outlines your rights and responsibilities under UAE law and our dropshipping model.
1. 📦 Return Eligibility
You may request a return within 14 days of receiving the item if:
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The item is defective, damaged, or not as described.
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You received the wrong item.
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The product is unused, in its original packaging, and includes all tags/manuals.
⚠️ Certain items are non-returnable due to hygiene, perishability, or customization.
2. 🚫 Non-Returnable Items
According to UAE Consumer Protection guidelines, the following cannot be returned:
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Personal care, cosmetics, underwear, and intimate items
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Customized or personalized items
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Items bought on final sale or clearance
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Downloadable software or digital products
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Opened electronics/accessories unless defective
3. 🔁 Return Process
To initiate a return:
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Contact our support team at support@[yourdomain].com within 14 days of delivery.
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Provide:
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Order number
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Photos/videos of the item (if defective or damaged)
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Reason for return
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Once approved, you will receive instructions and a return address (typically our supplier’s address overseas or local logistics partner).
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You are responsible for return shipping costs, unless the product was defective or incorrect.
4. 💸 Refunds
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Refunds are processed within 5–10 business days after we receive and inspect the returned item.
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Refunds will be made using the original payment method.
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We reserve the right to reject refunds for used, damaged, or returned items not in original packaging.
💡 Under UAE law, refunds must be processed in the same currency/method paid, unless agreed otherwise.
5. 🔄 Exchanges
We do not offer direct exchanges. Please return the original item and place a new order.
6. 🛑 Order Cancellations
Orders may be canceled within 12 hours of placement if not yet shipped. After that, cancellation may not be possible due to supplier fulfillment timelines.
7. 📦 Items Not Received
If your item has not arrived within the estimated timeframe:
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Contact us after 21 business days of order confirmation.
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We will investigate with the supplier or shipping provider.
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If your item is lost in transit, you will be eligible for a full refund or replacement.
8. ⚖️ Consumer Rights – UAE Law
Under UAE law:
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You have the right to return defective products within 14 days.
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Refunds must be made unless the fault is corrected or a replacement is provided.
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E-commerce vendors must disclose their return/refund policies before purchase.
Our return policy is aligned with:
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UAE Federal Law No. 15 of 2020 (Consumer Protection Law)
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UAE E-Commerce Law (Decree-Law No. 14 of 2023)
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Ministry of Economy Executive Regulations
9. 📞 Contact Us
If you have any questions or wish to file a return request:
📧 Email: support@[yourdomain].com
📱 WhatsApp / UAE Helpline: +971-XXX-XXXXXX
📍 Business Hours: Sunday – Thursday, 9:00 AM – 6:00 PM (GST)
🌍 Notes for Dropshipping Stores
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Many suppliers are located abroad (China, Turkey, EU, etc.), so return logistics may be slower.
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You must ensure clear communication with your suppliers about defects, RMA numbers, and refund logistics.
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Transparency and alignment with UAE law help prevent customer complaints and Ministry of Economy action.
Would you like a bilingual version (Arabic + English) or a Shopify / WooCommerce / TikTok Shop–formatted version of this return policy?