Refund policy

1. General Exchange Policy

At Tashkeel, we aim to provide you with the best possible shopping experience. While we do not offer refunds for "change of mind" purchases, we provide a flexible exchange policy to ensure your satisfaction.

  • Eligibility: You may request an exchange within 7 days from the date of your original purchase.

  • Item Condition: The product must be in its original condition, unworn or unused, with all tags and original packaging intact. You will also need to provide the receipt or proof of purchase.

  • Exceptions: Custom products (personalized items), perishable goods, personal care items, and hazardous materials cannot be exchanged. Sale items and gift cards are also final sale.

  • Availability & Costs: Exchanges are subject to product availability. Customers are responsible for any additional shipping or handling fees associated with standard exchange requests.

 

2. Defective or Damaged Products

In compliance with UAE consumer rights, you are fully protected if you receive a faulty item or if we make an error with your order.

  • Reporting the Issue: Please inspect your order upon reception. If the item is defective, damaged, or incorrect, contact us within 2 days of receiving the product.

  • Resolution: Once evaluated, we will make it right by offering a replacement, repair, or a full refund for the defective item, with no additional shipping costs applied to you.

 

3. Operational Rules for Change-of-Mind Exchanges

If a Customer returns a non-defective product because of a change of preference, the transaction is governed by the following strict provisions:

  • Store Credit or Product Exchange Only: Tashkeel does not offer cash, cheque, or credit card refunds for change-of-mind transactions. The transaction is settled exclusively through a product exchange or by issuing a non-transferable store credit of equal value.

  • Condition of the Product: The item must remain completely unused, unwashed, and in its pristine, original condition, with all labels, certificates of authenticity, and packaging fully intact.

  • Exclusions: Due to their highly sensitive archival nature and the risk of physical degradation, original contemporary artworks, limited-edition photographic prints, and bespoke customized furniture designs are strictly excluded from change-of-mind exchanges.

  • Availability: All exchanges are subject to product availability. If the requested item is out of stock, the Customer will be issued store credit.

4. Refunds and Order Cancellations

  • Product Unavailability: In the event that a product becomes unavailable after purchase, Tashkeel reserves the right to cancel the order.

  • Issuing Refunds: If canceled by us, or if a refund is approved for a defective item, you will be automatically refunded on your original payment method.

  • Processing Times: Please allow 10 to 15 business days for your bank or credit card company to process and post the refund.

 

5. How to Contact Us

  • Initiate a Request: To start an exchange or report an issue, contact our team at 04 336 3313 or tashkeel@tashkeel.org.

  • Return Address: Once approved, we will provide instructions and you will need to send the package to our address. Items sent back without requesting an exchange first will not be accepted.