A return and refund policy for a UAE online store should be written clearly and shown before checkout. It must set the return window, the condition returned items must be in, excluded products, who pays return shipping, and how and when refunds are made. Stores operate under Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means and the Consumer Protection Law, so confirm current requirements with the Ministry of Economy and your licensing authority. Publish it in Arabic and English and run returns inside your store with a request form and clear statuses.
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What should a UAE online store's return policy include?
A return and refund policy for your UAE online store is a short document that answers the customer's question before they ask it: 'If this doesn't work for me, what happens?' It should set the return window, acceptable item condition, excluded products, who pays shipping, and how and when refunds happen, and it should be clearly available before checkout.
The core legal framework is Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means, which covers websites, apps, social commerce and even sellers abroad trading into the UAE, alongside the Consumer Protection Law and its regulations. The general rule across both: an identified seller, clear prices and terms, and consumer rights people can understand. We explain the law in plain language in the UAE e-commerce law.
But a policy is not just a legal page. It is a sales tool: a customer unsure about an abaya in a new size or a fragrance they have never tried buys with more confidence when they know returns are easy. So we look at it from three angles here: compliance, clarity, and how to run it inside your store.
The key clauses in a return policy
| Clause | What to write | Sample wording |
|---|---|---|
| Return window | Days counted from delivery, not purchase | 'You can request a return within X days of receiving your order' |
| Item condition | Unused, in packaging, tags attached | 'In original condition with your order number' |
| Exclusions | What cannot be returned and why | 'Personalized items, or items opened for hygiene reasons' |
| Faulty or wrong item | Exchange or refund at no cost to the customer | 'We cover shipping if the item arrived damaged or different' |
| Shipping cost | Who pays when the customer changes their mind | 'Return shipping is paid by the customer unless the item is faulty' |
| Refund method | Original payment method, or store credit with consent | 'Refunds go back to the card used for payment' |
| Refund timing | From receiving and inspecting the return | 'We process refunds within X business days; your bank may take longer' |
| How to contact | One clear channel | 'From My Orders in the app, or on WhatsApp at…' |
Exclusions: what can you decline to take back?
Many stores exclude certain items from change-of-mind returns, provided this is stated clearly before purchase and the customer keeps their rights if the item is faulty or not as described. Common examples:
- Made-to-order or customized items, such as a tailored abaya or a gift engraved with a name.
- Items opened for hygiene reasons: opened fragrances, cosmetics, underwear.
- Food, perishables and flowers.
- Digital products once downloaded or activated, such as gift cards and subscriptions.
- Final-sale items, if you say so explicitly on the product page.
How do you refund by payment method?
Refunds are more complex than they look because every payment method has its own path. Plan each case in advance:
| Payment method | How the refund works | Watch out for |
|---|---|---|
| Visa, Mastercard or Jaywan card | Refund through your payment gateway to the same card | Timing depends on the bank; tell the customer |
| Apple Pay | A normal gateway refund to the linked card | Same path as cards |
| Tabby or Tamara | Record the return in the BNPL provider's dashboard | The provider adjusts the instalments; do not send money manually |
| Cash on delivery | Bank transfer or store credit with consent | Collect account details securely and document the transfer |
| Store credit | Credit added to the customer's account | Offer it as an option, not an obligation |
If you offer instalments, read adding Tabby and Tamara in the UAE, and for bank disputes see refunds and chargebacks in the Gulf. Remember: a clear, fast return policy makes customers less likely to file a chargeback.
An editable return policy template
Replace the bracketed details to fit your business, then review it with a legal adviser if you can:
- Scope: This policy applies to purchases from [store name], licensed by [authority] under licence number [number].
- Window: You can request a return or exchange within [X] days of receiving your order.
- Conditions: The item must be unused, in its original packaging, with your order number.
- Exclusions: [list of excluded items], unless the item is faulty or not as described.
- Faulty items: If your item arrives damaged or wrong, tell us within [X] days with a photo. We cover return shipping and send a replacement or a full refund.
- Shipping: For change-of-mind returns, the customer pays return shipping [or: returns are free].
- Refunds: We refund to the original payment method within [X] business days of receiving and inspecting the item. Instalment payments are handled through the provider.
- How to request: From My Orders in the app, or on WhatsApp at [number].
Publish Arabic and English versions with identical terms, and link the policy in the footer, on the checkout page and in the order confirmation message.
Run returns inside your store, not in scattered chats
The biggest problem with returns is not the policy, it is the mess: photos in WhatsApp, refunds you are not sure were sent, stock that never gets updated. The fix is to make returns part of your store:
- 1A return button on the order page
Shown only inside the return window and for non-excluded items.
- 2A short form
Reason, a photo for faulty items, and a choice of refund or exchange.
- 3Clear statuses
Requested, approved, received, inspected, refunded or replacement sent, or declined with a reason.
- 4Automatic notifications
A message to the customer at every status change, by email or WhatsApp.
- 5An admin view
Returns listed by status, with stock updated automatically when an item is accepted.
Add a returns and exchanges system to my store. On the order details page, show a 'Request a return' button only within 14 days of delivery and only for products not marked as excluded. Form: return reason from a list, a required photo if the reason is 'damaged or wrong item', and a choice of refund or exchange. Statuses: requested, approved, item received, refunded, replacement sent, declined with a reason. Send the customer a message in Arabic and English at every change. In the admin dashboard: a filterable returns list, a button to refund through the payment gateway for card orders, manual recording for cash-on-delivery orders, and a stock update when a return is accepted. Create the return policy page in Arabic and English and link it in the footer and on checkout.
Try it in FanannCommon mistakes that turn the policy against you
- A policy copied from a foreign store that cites other countries' laws and currencies other than the dirham.
- Arabic and English versions that differ on periods or conditions, so the customer cites whichever suits them.
- Promises you cannot keep, like 'refund in 24 hours' when the bank needs days.
- No mention of cash on delivery, even though it is common, leaving the customer with no clear refund path.
- Hiding the policy from product and checkout pages, then relying on it after the sale.
To reduce returns in the first place: real photos, a clear size chart and honest descriptions. If you offer cash on delivery, read cash on delivery in the UAE and reducing failed deliveries. If you also sell in Saudi Arabia, see return policies for Saudi stores, because the details differ.
Key takeaways
- Show your return policy before payment, not on a hidden page nobody reaches.
- Spell out the window, item condition, exclusions, shipping cost, and refund method and timing.
- Refund to the original payment method where possible, and treat Tabby, Tamara and cash on delivery as separate cases.
- A bilingual policy and an in-app return request cut messages and disputes.
- This is general information, not legal advice; check with the Ministry of Economy and your licensing authority.
Frequently asked questions
Is a return policy mandatory for online stores in the UAE?
What is the return period for online purchases in the UAE?
Can I refuse returns on opened perfume?
How do I refund a customer who paid with Tabby?
Should my return policy be in Arabic or English?
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