Refund policy

NAKHLMART — RETURN & REFUND POLICY Effective: May 2026 | Governed by UAE Consumer Protection Law

1. Overview

At NakhlMart, we are committed to delivering a quality shopping experience for every customer across the UAE. If you are not fully satisfied with your purchase, our return and refund policy is designed to make the process as straightforward as possible, in accordance with UAE Federal Law No. 5 of 2023 on Consumer Protection.

2. Return Window

You may request a return within 14 days of the delivery date. Returns requested after this period will not be accepted unless the item is found to be defective or was damaged during delivery. The 14-day window begins from the date the order is delivered to your address, as confirmed by our courier tracking system.

3. Eligible Items for Return

Items are eligible for return if:

  • The item was received in a damaged or defective condition
  • The item delivered does not match the product description or order placed
  • The item is unused, in its original packaging with all tags intact
  • The return is initiated within the 14-day window

4. Non-Returnable Items

The following items cannot be returned:

  • Perishable goods such as food, beverages, or fresh produce
  • Personal care, hygiene, or health products once opened
  • Digital products, gift cards, or vouchers once redeemed
  • Items marked as final sale or non-returnable at the time of purchase
  • Items that have been used, washed, altered, or are missing original packaging

5. How to Initiate a Return

To begin a return, contact our customer support team via email or phone (see Section 8). Please have the following ready:

  • Your order number
  • Clear photographs of the item and its packaging
  • A brief description of the reason for the return

Once your request is reviewed and approved, we will arrange collection at no additional charge or provide you with a prepaid return label, depending on your emirate.

6. Refund Process

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund within 3 business days. Approved refunds will be processed to the original payment method within 7–10 business days. For cash on delivery orders, refunds are issued via bank transfer or store credit, at the customer's preference. Shipping fees are non-refundable unless the return is due to a NakhlMart error (wrong item shipped, damaged goods, etc.).

7. Exchanges

We offer exchanges for items that are defective or damaged. If you need a different size, colour, or variant, we recommend returning the original item for a refund and placing a new order to ensure availability.

8. Contact Us

Our support team is available Saturday to Thursday, 9:00 AM – 6:00 PM (GST).

This policy is subject to change without prior notice. NakhlMart reserves the right to refuse any return that does not comply with the conditions outlined above. All disputes are subject to UAE law and the jurisdiction of UAE courts. For consumer protection inquiries, you may also contact the UAE Ministry of Economy.