Refund policy

Return & Refund Policy

Dubai Prime | Customer Satisfaction & Returns

Last Updated: November 9, 2026

At Dubai Prime, we aim to provide our customers with a reliable, convenient, and satisfying shopping experience. We carefully coordinate with our fulfillment partners to ensure that orders are processed and delivered appropriately.

We understand that sometimes an order may not meet your expectations. This Return & Refund Policy explains how to request a return, report an issue, cancel an order, or receive an eligible refund.

1. Return Eligibility

Customers may request a return within [CONFIRM RETURN WINDOW] calendar days of receiving their order, subject to the conditions below and applicable consumer protection rights.

For change-of-mind returns, items must generally:

  • Be unused, unworn, and in their original condition.

  • Include the original packaging, accessories, manuals, and supplied components.

  • Include proof of purchase or a valid Dubai Prime order number.

  • Not fall within a product category excluded from change-of-mind returns under applicable law.

Returns for defective, damaged, incorrect, or materially misdescribed products will be assessed separately in accordance with applicable consumer protection rights.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact Dubai Prime Customer Support as soon as possible.

To help us investigate efficiently, provide:

  • Your order number.

  • The product name.

  • A description of the issue.

  • Clear photographs or a short video, where reasonably available.

  • Photographs of the packaging if the parcel was damaged during delivery.

We will coordinate with the relevant fulfillment partner to review the issue and arrange an appropriate remedy, which may include a replacement, repair, or refund, depending on the circumstances and applicable law.

Your statutory rights are not limited by any request to report an issue promptly or provide supporting photographs.

3. Non-Returnable Products

For change-of-mind returns, certain items may be excluded where permitted by applicable law, including:

  • Personal hygiene and beauty products that have been opened or used.

  • Products made or personalized specifically for the customer.

  • Consumable or perishable items.

  • Items returned with missing essential accessories or material damage caused after delivery.

  • Products clearly identified as non-returnable before purchase, where such an exclusion is legally permitted.

These exclusions do not remove any rights relating to defective, unsafe, incorrect, or misdescribed products.

4. How to Request a Return

To initiate a return:

  1. Contact us at dubaiprimestore0@gmail.com.

  2. Include your order number and reason for return.

  3. Provide supporting photographs or videos where relevant.

  4. Wait for our customer support team to provide return authorization and instructions.

  5. Follow the approved return or collection procedure.

Please do not send products to an address without receiving return instructions. Returns may be handled through different UAE fulfillment partners depending on the product.

5. Return Shipping Charges

For approved change-of-mind returns, return delivery or collection charges may be the customer's responsibility where permitted by law. Any applicable charge will be disclosed before the return is arranged.

If an item is confirmed to be defective, incorrect, or otherwise subject to a legally required remedy, return shipping costs will be handled in accordance with applicable law.

6. Refund Processing

Once a return is approved and any required inspection is completed, we will inform you of the refund outcome.

For Cash on Delivery orders, eligible refunds may be arranged through an agreed and verified refund method, such as bank transfer or another available method.

We will communicate the expected refund processing period before completing the arrangement. Timing may depend on verification, the fulfillment partner, and the receiving financial institution.

Refunds will not be replaced with store credit without the customer's agreement where a monetary refund is legally required.

7. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Orders may be cancelled before they are dispatched, subject to processing status and applicable law.

If a shipment has already been dispatched, cancellation may require the applicable return or delivery-refusal procedure.

Repeated fraudulent orders, intentionally incorrect delivery information, or misuse of the COD service may result in future orders being declined, subject to applicable law.

8. Exchanges

Where available, an eligible exchange may be arranged for:

  • Incorrect items.

  • Defective products.

  • Damaged products.

  • An approved replacement request.

Exchanges depend on product availability and the applicable rights of the customer.

9. Customer Support

For return, cancellation, exchange, or refund questions:

Dubai Prime Customer Support

Email: dubaiprimestore0@gmail.com

Please include your order number in all return-related correspondence.

10. Consumer Rights

Nothing in this policy is intended to exclude or restrict any non-waivable rights that customers may have under applicable consumer protection laws.

Dubai Prime reserves the right to update this policy for future purchases when business processes or legal requirements change. The terms applicable to an existing order will be respected in accordance with applicable law.