Return and Refund Policy for UAE Online Stores: What to Write and Where to Show It

Short answer: UAE online stores are subject to consumer protection law (Federal Law No. 15 of 2020, as amended). The key points: customers have clear rights for defective goods (replacement, repair or refund) regardless of your policy, you must show return and cancellation terms clearly before checkout completes, and you must display your store details and licence plus a way to contact you. Above that minimum, a flexible and clear return policy increases sales.

This article is general information, not legal advice. Timeframes and details vary by product type and change over time. Check the official text or a lawyer before adopting your policy.

Why your return policy affects sales

Online shoppers can't touch the product. A clear return policy removes their fear and tells them "if it doesn't work, there's a solution". In fashion and abayas especially, this changes conversion rates.

The legal minimum (in general)

Defective or misdescribed goods: the customer is entitled to a replacement, repair or refund, and any clause waiving this right is void.
Disclosure before purchase: return, cancellation and refund terms must be clear to the customer before they pay, not hidden behind a small link.
Store details: your store name, trade licence and a clear way to contact you.

Elements of a return policy

1. The window

How many days after delivery can a customer request a return or exchange? State it clearly.

2. Product condition

For example: unused, in original packaging, with tags.

3. Excluded products

For example: opened perfume, used cosmetics, underwear and personalised items. (The customer's rights for defective goods still apply.)

4. How to return

WhatsApp, a form or email, and who collects the item.

5. Shipping cost

Who pays return shipping in each case: a defect, a size issue or a change of mind.

6. How refunds work

To the original payment method or as store credit, and within how many days. For instalment orders, refunds go through Tabby or Tamara.

7. Exchanges

Are exchanges for another size or colour free?

A short template (adapt it to your store)

Returns and exchanges: You can request a return or exchange within [number] days of delivery, provided the item is unused and in its original packaging. [Excluded items] can only be returned if defective. If an item is defective or differs from its description, we cover shipping and replace it or refund you in full. Message us on WhatsApp at [number] with your order number and we'll arrange collection. Refunds go back to your original payment method within [number] business days of receiving the item.

Where to show your policy

A full policy page linked in the footer.
A short line on the product page near the buy button. See product page design.
At checkout: Shopify adds policy links at the bottom of checkout.
In the order confirmation email and message.

Setting it up in Shopify

Under Settings → Policies, add your return and refund, shipping, privacy and terms policies.
Write them in Arabic and English.
Use self-serve returns in customer accounts if it suits your store.

Reduce returns without a stricter policy

An accurate size guide and real photos.
Honest descriptions of fabric and colour.
Customer reviews.
Order confirmation before shipping. See cash on delivery.

FAQ

Are returns mandatory in the UAE?

For defective or misdescribed goods, customers have legal rights regardless of your policy. For change-of-mind returns, your policy sets the terms within the legal framework. Confirm details with a legal source.

Can I write "no refunds"?

You can't remove a customer's rights for defective goods, and an overly strict policy usually reduces sales.

Who pays return shipping?

For defective goods, usually you. For change of mind, it depends on your policy, and many stores cover it to encourage purchases.

Do you prepare policy pages?

Yes. We prepare policy pages in Arabic and English as part of the store build, and recommend a legal review. See our packages.