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Refund policy

Last updated: July 25, 2026

At Day One UAE, we want our customers to have a clear and fair shopping experience. This Return and Refund Policy explains the conditions for returning a product, the return procedure, responsibility for shipping costs, and how approved refunds are processed.

By purchasing from Day One UAE, you agree to the terms of this policy. Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded under applicable law.

1. Seven-Day Return Period

Customers may request to return an eligible product within 7 calendar days from the date the product is delivered.

The return request must be submitted within this 7-day period by contacting:

support@dayoneuae.com

Return requests submitted after the 7-day return period may not be accepted unless:

  • The product was defective when delivered;

  • The product was damaged before or during delivery;

  • The wrong product was delivered;

  • The delivered product does not match the confirmed order; or

  • Applicable law requires us to provide another remedy.

Submitting a return request does not automatically mean that the return or refund has been approved.

2. Return Eligibility

To qualify for a return, the product must:

  • Be unused and unworn;

  • Be unwashed;

  • Be free from stains, scratches, odours, marks, or other damage;

  • Not have been altered, repaired, assembled, or modified;

  • Not have been tampered with;

  • Be in the same condition in which it was delivered;

  • Include all original tags, labels, seals, manuals, accessories, gifts, and components;

  • Be returned in its original packaging, where applicable; and

  • Be accompanied by valid proof of purchase or the relevant order number.

Customers may carefully inspect a product after delivery. However, the product must not be used beyond what is reasonably necessary to inspect its condition, size, appearance, or basic suitability.

A product may be rejected for return if it shows evidence of:

  • Use or wear;

  • Washing or cleaning;

  • Damage caused after delivery;

  • Incorrect handling;

  • Removed tags or labels;

  • Broken seals;

  • Missing accessories or components;

  • Alteration or repair;

  • Assembly that prevents resale;

  • Exposure to smoke, perfume, chemicals, moisture, or strong odours;

  • Damage caused by failure to follow product instructions; or

  • Any other reduction in value caused by the customer.

3. How to Request a Return

To request a return, email support@dayoneuae.com within 7 calendar days of delivery.

Your request should include:

  • Your full name;

  • Your order number;

  • The name of the product;

  • The quantity being returned;

  • The reason for the return;

  • Clear photographs or videos of the product;

  • Photographs of the original packaging, tags, and labels; and

  • Photographs showing any damage, defect, or incorrect item, where applicable.

We may request additional information before approving the return.

Products must not be sent back until Day One UAE provides return authorization and return instructions.

Products sent without authorization, sent to the wrong address, or returned through an unauthorized cash-on-delivery service may be refused.

4. Return Shipping Costs

For ordinary returns, including change-of-mind returns, the customer is responsible for arranging and paying all return shipping or courier costs.

Return shipping charges are non-refundable and will not be included in the customer’s refund.

If Day One UAE arranges a courier or collection service on the customer’s behalf, the return shipping cost may be:

  • Paid directly by the customer; or

  • Deducted from the customer’s approved refund.

The customer is responsible for:

  • Packaging the product securely;

  • Using appropriate protective packaging;

  • Sending the product to the return address provided by Day One UAE;

  • Selecting a reliable courier;

  • Paying all applicable return delivery charges; and

  • Retaining the courier receipt and tracking number.

We strongly recommend using a trackable shipping service.

Day One UAE is not responsible for returned products that are:

  • Lost during return shipping;

  • Delayed by the customer’s selected courier;

  • Delivered to the wrong address;

  • Damaged because of inadequate packaging; or

  • Damaged during return transportation arranged by the customer.

The customer remains responsible for the returned product until it is successfully received by Day One UAE.

Defective, damaged, or incorrect products

Where Day One UAE confirms that:

  • The wrong product was delivered;

  • The product was damaged before or during delivery;

  • The product had a manufacturing defect when delivered; or

  • The error was caused by Day One UAE,

we may arrange collection, provide a prepaid return method, or reimburse a reasonable return shipping cost where required by applicable law.

Customers must contact us and receive written instructions before paying for return shipping in such cases. Unapproved shipping expenses may not be reimbursed.

5. Inspection of Returned Products

All returned products will be inspected after they are received.

The inspection may include checking:

  • The product’s condition;

  • Original packaging;

  • Tags and labels;

  • Seals;

  • Accessories and components;

  • Serial numbers or product identifiers;

  • Signs of use, washing, wear, alteration, or damage; and

  • Whether the returned product matches the original order.

Receiving a returned product does not automatically mean that the return or refund has been approved.

We will notify the customer after the inspection is completed.

6. Rejected Returns

Day One UAE may reject a return where:

  • The return request was submitted after the 7-day return period;

  • The product was used, worn, washed, damaged, or altered;

  • The product was tampered with;

  • Tags, labels, seals, accessories, or components are missing;

  • The original packaging is missing or significantly damaged;

  • The returned product does not match the purchased product;

  • The product was damaged through misuse, negligence, or improper handling;

  • The customer did not follow the return instructions;

  • The product is listed as non-returnable;

  • There is evidence of fraud, substitution, or return abuse; or

  • The return otherwise fails to meet this policy.

If a return is rejected, the product may be sent back to the customer.

The customer may be required to pay any additional shipping or courier charges required to return the rejected product.

7. Non-Returnable Products

The following products may not be returned unless they were defective, damaged upon delivery, incorrectly supplied, or applicable law provides otherwise:

  • Products marked as “final sale” or “non-returnable”;

  • Personalized or customized products;

  • Made-to-order products;

  • Gift cards;

  • Digital or downloadable products after access or delivery;

  • Perishable products;

  • Products with hygiene or safety seals that have been opened;

  • Cosmetics, beauty products, or personal-care products that have been opened or used;

  • Undergarments or hygiene-sensitive products;

  • Products damaged through misuse or negligence;

  • Products missing original packaging, tags, accessories, or parts; and

  • Products that cannot be resold for health, hygiene, or safety reasons.

Any product-specific return restrictions may also be displayed on the relevant product page.

8. Change-of-Mind Returns

Customers may request a change-of-mind return within 7 calendar days of delivery, provided the product fully satisfies the return eligibility conditions.

For change-of-mind returns:

  • The customer must pay the return shipping cost;

  • The return shipping cost is non-refundable;

  • The original delivery charge is non-refundable;

  • Cash-on-delivery charges are non-refundable;

  • Expedited delivery charges are non-refundable;

  • Installation, assembly, gift-wrapping, or service charges already provided are non-refundable; and

  • The product must be returned safely and in its original condition.

A change-of-mind return may be rejected if the product cannot reasonably be resold as new.

9. Damaged, Defective, or Incorrect Products

Customers should inspect their order immediately after delivery.

Contact support@dayoneuae.com as soon as possible if:

  • The product arrived damaged;

  • The product appears defective;

  • The wrong product was delivered;

  • The wrong size, colour, or model was delivered;

  • Parts or accessories are missing; or

  • The delivered quantity is incorrect.

The customer may be required to provide:

  • Clear photographs or videos of the product;

  • Photographs of the shipping packaging;

  • Photographs of the shipping label;

  • Photographs of the product label or serial number; and

  • A description showing the issue.

Do not use, repair, alter, assemble, or dispose of a damaged or defective product before receiving instructions from us.

Where the issue is confirmed, Day One UAE may provide an appropriate remedy, including:

  • A replacement;

  • An exchange;

  • A repair, where appropriate;

  • A full or partial refund; or

  • Another remedy required by applicable law.

Damage caused by misuse, accident, negligence, incorrect installation, improper storage, unauthorized repair, or failure to follow product instructions will not be considered a manufacturing defect.

10. Exchanges

Exchanges may be available depending on product availability.

To request an exchange, contact support@dayoneuae.com within 7 calendar days of delivery.

Products submitted for exchange must satisfy all return eligibility requirements.

Unless the exchange is required because Day One UAE supplied a defective or incorrect product:

  • The customer must pay the return shipping cost;

  • The customer may be required to pay the delivery cost for the replacement product; and

  • The customer must pay any price difference before the replacement is dispatched.

If a direct exchange is not available, the customer may be required to return the original product and place a new order.

11. Refund Approval

After receiving and inspecting the returned product, we will notify the customer whether the refund has been approved or rejected.

An approved refund will normally include the eligible purchase price paid for the returned product.

Unless required by law, the following amounts are generally non-refundable:

  • Original delivery charges;

  • Return shipping charges;

  • Cash-on-delivery fees;

  • Expedited delivery charges;

  • Installation or assembly charges;

  • Gift-wrapping charges;

  • Payment processing charges that cannot be recovered;

  • Customs duties or taxes paid directly by the customer; and

  • Other services already completed.

If Day One UAE arranged the return courier for an ordinary return, the return shipping cost may be deducted from the refund.

We may also adjust the refund where permitted by law if:

  • Accessories or components are missing;

  • Promotional gifts are not returned;

  • The product has lost value because of customer handling;

  • A bundle or promotional discount must be recalculated; or

  • The customer owes an approved return delivery charge.

No deduction will be made for a confirmed defect, incorrect product, or damage that existed before or at the time of delivery.

12. Refund Processing Time

Once the returned product has been received, inspected, and approved, Day One UAE will process the refund within 7 to 10 business days.

The 7-to-10-business-day period begins after the return has been inspected and approved, not from the date the customer first submits the return request.

Refunds will be issued:

  • To the original payment method, where reasonably possible; or

  • Through another refund method available to and approved by Day One UAE.

Depending on the original payment method, alternative refund methods may include:

  • Bank transfer;

  • An approved digital payment method;

  • Store credit, with the customer’s agreement; or

  • Another method communicated to the customer.

After Day One UAE processes the refund, the customer’s bank, card issuer, or payment provider may require additional time to credit the amount.

Any additional banking or payment-provider processing time is outside Day One UAE’s control.

13. Cash-on-Delivery Refunds

For approved returns involving cash-on-delivery orders, the customer may be required to provide accurate payment information, such as:

  • Account holder’s full name;

  • Bank name;

  • IBAN or account number;

  • Approved mobile-wallet information; or

  • Other details reasonably required to process the refund.

The customer is responsible for ensuring that the information provided is complete and correct.

Day One UAE is not responsible for refund delays, rejected transfers, or funds sent to an incorrect account because the customer supplied inaccurate information.

We will never ask customers to provide:

  • Online banking passwords;

  • Payment-card PINs;

  • One-time passwords;

  • Full card security codes; or

  • Login credentials.

14. Order Cancellations

Customers may request cancellation by emailing support@dayoneuae.com before the order is dispatched.

We will make reasonable efforts to process the cancellation, but cancellation cannot be guaranteed after an order has entered processing, fulfilment, or delivery.

If an order has already been dispatched, the customer may need to:

  • Receive the order;

  • Request a return within 7 calendar days;

  • Pay the return shipping cost; and

  • Follow the standard return procedure.

Personalized, customized, or made-to-order products may not be cancelled after preparation or production has started.

15. Refused or Undeliverable Orders

If an order is refused without an approved reason, or cannot be delivered because the customer:

  • Provided an incorrect address;

  • Provided incomplete delivery details;

  • Provided an unavailable telephone number;

  • Failed to respond to the courier;

  • Repeatedly failed to receive the delivery; or

  • Refused a valid cash-on-delivery order,

Day One UAE may deduct applicable costs from any refund, including:

  • Original delivery costs;

  • Return-to-sender charges;

  • Cash-on-delivery fees;

  • Courier handling costs; and

  • Other reasonable costs resulting from the failed delivery.

Repeated refusal of valid cash-on-delivery orders may result in restrictions on future orders.

16. Promotional Offers, Bundles, and Free Gifts

If a returned product was purchased through a bundle, discount, multipurchase promotion, or free-gift offer, the refund may be recalculated based on the products retained by the customer.

Any free or promotional product supplied with the order must also be returned:

  • Unused;

  • Undamaged;

  • With its original packaging; and

  • With all tags, accessories, and components.

If a promotional product is not returned, its regular selling price may be deducted from the refund where permitted by law.

17. Refund Delays

If more than 10 business days have passed since Day One UAE confirmed that the refund was approved and processed, the customer should:

  1. Check the relevant bank or payment account;

  2. Contact the bank, card issuer, or payment provider; and

  3. Email support@dayoneuae.com with the order number.

We will review the transaction and provide any available refund reference or confirmation.

18. Return and Refund Abuse

Day One UAE may investigate or reject returns involving suspected:

  • Fraud;

  • Product substitution;

  • False damage claims;

  • Intentional product damage;

  • Excessive or repeated return activity;

  • Use of a product followed by an attempted return;

  • Chargeback abuse;

  • Return of counterfeit or different products;

  • Manipulation of photographs or evidence; or

  • Other misuse of this policy.

We may restrict future orders or payment methods where there is reasonable evidence of return fraud or abuse.

This section does not affect legitimate customer rights relating to defective, damaged, or incorrectly supplied products.

19. Consumer Rights

This Return and Refund Policy operates alongside applicable consumer-protection laws.

Nothing in this policy excludes, restricts, or limits any customer right or remedy that cannot legally be excluded or limited.

Where applicable law provides greater rights than this policy, the mandatory legal requirements will apply.

20. Contact Us

For questions about returns, exchanges, cancellations, or refunds, contact:

Store name: Day One International Trading FZE LLC
Email: support@dayoneuae.com
Return address: BC-891865 26th Floor, Amber Gem Tower, Ajman.
Website: Day One UAE online store

Please include your order number in all return and refund communications.