RETURN & REFUND POLICY

Last updated: 23nd June, 2025

Thank you for shopping with Merchandise.ae. We take pride in the quality of our customized products and your satisfaction is very important to us. However, if you are not completely happy with your purchase, you may return eligible items for a refund or exchange under the conditions outlined below.

1. Return Period:

You have 30 days from the date of delivery to return eligible items. Returned items must be:

  • In original condition (unused and unwashed)
  • In original packaging
  • Accompanied by proof of purchase

2. Non-Returnable Items:

The following items cannot be returned or exchanged:

  • Customized or personalized products
  • Items marked as non-returnable at the time of purchase
  • Used, damaged, or altered items

3. Return Process:

To initiate a return:

  1. Contact our support team via 📞 +971 56 428 9674 or 📧 info@merchandise.ae
  2. Share your Order ID, reason for return, and photos (if applicable)
  3. Our team will provide a Return Authorization and shipping instructions
  4. Securely package the item and include the return form provided
  5. Ship the item to the address shared in the authorization email

4. Return Shipping Fees:

  • If the return is due to our error (wrong item, defect, etc.), we cover 100% of return shipping and provide a prepaid shipping label
  • For other reasons (e.g., change of mind, wrong size), the customer is responsible for return shipping costs
  • We recommend using a trackable service as we cannot guarantee receipt of untracked parcels

5. Refunds:

  • Once we receive and inspect your return, you’ll be notified of approval or rejection
  • If approved, your refund will be issued to your original payment method within 3–5 business days
  • Additional time may be needed depending on your bank or card issuer

6. Exchanges:

Need a different size, color, or product?
Contact us to arrange an exchange. We’ll assist with returning the original item and dispatching a replacement (subject to availability).

7. Defective or Damaged Items:

Received a faulty product?
Please contact us immediately with photos. We’ll review the issue and arrange a free replacement or refund as per policy.

8. Contact Information:

For any return, refund, or exchange inquiries, please reach out to us:

📞 Phone: +971 56 428 9674
📧 Email: info@merchandise.ae
📍 Address: Ajman Industrial Area 2, Ajman, United Arab Emirates

QUESTIONS?

We’re here to help!
If you have any concerns about your order, feel free to reach out to our team for prompt support.