Return and Exchange Policy
Effective Date: Jan. 1st 2025
Last Updated: May. 15th 2025
At Tazawwad, we strive to ensure a seamless and satisfactory shopping experience. However, should an issue arise with your order, this Return, Exchange, and Refund Policy outlines your rights and our obligations regarding returns, exchanges, and refund requests. By placing an order on our platform, you acknowledge and agree to the terms outlined herein.
1. Eligibility for Returns and Exchanges
Customers may request a return or exchange within twenty-four (24) hours of receipt of their order. Requests submitted beyond this window will not be eligible for consideration under this policy.
All return and exchange requests must be submitted through the designated Return/Exchange Application Form, accessible via our website or mobile application. The request must include:
- A detailed explanation of the issue
- Clear, unaltered photographic evidence of the item(s) in question
The original order number and contact information
2. Application Review and Determination
Upon receipt of your application, our Returns Department will review the submission within forty-eight (48) hours. We reserve the right to approve or deny any request based on the information provided.
Following the review, you will receive a formal notification via email or SMS detailing whether the request has been:
- Approved (with further instructions for next steps), or
- Denied (with an explanation of the grounds for denial)
Our decision shall be considered final and binding unless otherwise required by applicable consumer protection law.
3. Fees and Conditions
3.1 Exchanges Due to Merchant Error (No-Fault to Customer)
Customers are entitled to a free exchange where the issue is deemed to be the result of merchant error, including but not limited to:
- Incorrect item(s) shipped
- Incorrect size or color delivered
- Defective or damaged goods upon arrival
In such cases, no shipping or processing fees shall be imposed.
3.2 Returns and Exchanges for Non-Defective Items
Returns or exchanges initiated for reasons not attributable to merchant error (e.g., change of mind, incorrect order placed by customer, dissatisfaction with style or fit) will be subject to a non-refundable fee of $25, covering return shipping and administrative processing.
This fee applies per return/exchange request, regardless of the item value or order size, and will be either deducted from the refund amount or required as a pre-payment before processing the exchange.
4. Refund Terms
If a return request is approved and the item is received in acceptable condition:
- A full or partial refund will be issued to the original method of payment.
- Refunds typically appear within 5 to 10 business days, depending on your financial institution or the original method of payment.
We reserve the right to withhold a portion of the refund if:
- Items are returned damaged, used, or not in original condition
- Required components or accessories are missing
- The return is incomplete or violates any part of this policy
5. Return Shipment Instructions
Upon approval, you will receive return shipment instructions via email or through your account dashboard. Customers are responsible for securely packaging returned items to avoid damage in transit.
All items must be returned to the address provided in the return approval notice.
6. Governing Law
This policy shall be governed by and construed in accordance with the laws of United Arab Emirates. Any disputes arising under or related in any way to this policy shall be resolved exclusively in the competent courts of that jurisdiction.
7. Contact Information
For all inquiries related to returns, exchanges, or refunds, please contact our Customer Service department:
Email: sales@tazawwad.com