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Consumer Rights

اقرأ هذه السياسة باللغة العربية

Last updated: 21 October 2026

1. Scope

1.1 This Consumer Rights notice forms part of the Terms of Use and the Terms of Sale. It summarises your key rights when you buy Products from us. The full terms are set out in the Policies referred to below.

1.2 Capitalised terms used in this notice have the meanings given to them in the Terms of Use.

1.3 This notice is published in English and in Arabic. For consumers in the UAE, the Arabic version prevails if the two versions differ.

1.4 This notice does not limit any of your rights. Where it describes a right more favourably to you than another Policy, the more favourable description applies.

2. Who you are buying from

2.1 Every Product on the Platform is sold by NEXTAURA 360 L.L.C-FZ, trading as One Basket, a free zone limited liability company registered in the Emirate of Dubai, United Arab Emirates:

  1. licensed by Meydan Free Zone; and

  2. registered address: 6th Floor, Meydan Grandstand, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates.

2.2 Your contract of sale is with us alone. Suppliers and Fulfilment Partners are not parties to the sale, and we remain responsible to you for every Order.

3. Clear information and the price before you order

3.1 Before you place an Order, you can review at checkout the Products, your details, the delivery fee and the total price.

3.2 All prices are in UAE dirhams (AED). We are not currently registered for VAT in the UAE, and prices shown on the Platform do not include VAT. An electronic invoice is issued for every Order, and for UAE Orders it is issued in Arabic, or in Arabic and English.

3.3 For international Orders, the delivery fee and the expected delivery date are shown at checkout. Customs duties, import taxes and clearance charges are payable by the recipient, unless checkout states that they are included.

3.4 If a Product is shown at an obvious pricing error, we contact you before dispatch, and you may pay the correct price or cancel with a full refund. We never charge you more without your agreement.

3.5 Your contract is formed when we send the Order Confirmation, which includes or links the Terms of Use, the Terms of Sale and the Returns and Refund Policy. For UAE Orders, the Order Confirmation is provided in Arabic and English.

4. Cancelling before dispatch

4.1 You may cancel an Order at any time before it is dispatched by contacting Customer Service, and you receive a full refund. We confirm the cancellation by email.

4.2 Refunds on cancellation are made to the original payment method for card, Tamara and bank transfer payments. For cash on delivery Orders, refunds are made by bank transfer to a bank account in your name.

5. Returns

5.1 Change of mind. You may return a Product for “Size or fit”, “No longer needed” or “Other” within seven (7) days of delivery. The Product must be unused, with its tags, accessories and original packaging.

5.2 Faulty, wrong or not as described. You may return a Product that is damaged or defective, is the wrong item, is not as described, or was delivered late, within thirty (30) days of the fault becoming apparent, or within any longer warranty period. You may have used the Product to the extent needed to discover the fault. Damaged or wrong items should be reported within seven (7) days of delivery where possible, to support claims against the courier. This does not shorten the thirty (30) day period.

5.3 Hygiene items. Personal care Products, cosmetics and fragrances cannot be returned for change of mind once the seal is broken, and underwear and swimwear cannot be returned for change of mind once the hygiene strip or packaging is removed. The Product page shows when this applies. This exclusion never applies to faulty, wrong or not-as-described Products, which may always be returned.

5.4 Collection. In the UAE, collection is free for fault returns and exchanges. For a change-of-mind return in the UAE, AED 10 is deducted from the refund, once per request. For international change-of-mind returns, you pay the return shipping and are told the cost before collection. We pay for international fault returns. An exchange is free of charge, in the UAE and internationally, and we pay the return shipping for it.

5.5 Requests. Return and exchange requests can be made through the order details in your Account or by contacting Customer Service.

5.6 Inspection. If inspection finds a fault, the return is treated as a fault return. If a return fails inspection, we email you the reason and show photos in the order details, and you may dispute the result within fourteen (14) days. A rejected item is returned to you at our cost. A returned Product that has been altered, or whose seal, serial number or labels have been removed or interfered with, fails inspection, unless the issue was present on delivery.

6. Refunds

6.1 For a fault return, the refund includes the item price and the delivery fee. For a change-of-mind return, the delivery fee is not refunded.

6.2 Refunds are made to the original payment method: to the card for card payment links, through Tamara for Tamara payments, and to the source account for bank transfers.

6.3 For cash on delivery Orders, refunds for any reason, including change-of-mind returns, fault returns and Orders we cancel, are made by bank transfer to a bank account in your name.

6.4 Refunds for returns are processed within fourteen (14) days of inspection of the returned Product or, for a Product that does not need to be sent back, of approval of the return. Depending on your card issuing bank, a refund may take up to forty-five (45) days to appear in your account.

6.5 Full details, including refund timing, are in the Returns and Refund Policy.

7. Delivery and late delivery

7.1 Orders in the UAE are delivered within five (5) days, counted from the order date for cash on delivery and Tamara, or from the date payment is received in full for bank transfer and card payment link Orders. The UAE delivery fee is AED 10 for Orders below AED 100, and delivery is free for Orders of AED 100 and above, calculated after discounts. International deliveries are always charged, based on the delivery address, and the fee is shown at checkout.

7.2 Products remain at our risk until delivery. If an Order is lost or damaged in transit, you choose a replacement or a full refund, including the delivery fee.

7.3 If your Order is delayed, we notify you with a revised date. You may cancel and receive a full refund, including the delivery fee, if the Order has not been delivered within fifteen (15) days after the expected delivery date, or if the delay means you no longer need it.

7.4 Orders are delivered within thirty (30) days unless agreed otherwise, subject to force majeure as set out in the Terms of Use.

8. Warranty

8.1 Products carry the manufacturer’s warranty where stated on the Product page. We help with warranty claims for Products we have sold. A warranty does not affect your right to return a faulty Product to us.

9. Complaints

9.1 You may complain free of charge, under the complaints procedure in clause 23 of the Terms of Use, to Customer Service by email at info@onebasket.ae or by telephone or WhatsApp on +971 55 137 8765.

9.2 We acknowledge your complaint within two (2) Working Days with a reference number, and give a full response within fourteen (14) days. You may ask for your complaint to be escalated to a manager.

9.3 If your complaint is not resolved:

  1. in the UAE, you may contact the UAE Ministry of Economy and Tourism consumer protection line on 800 1222; and

  2. outside the UAE, you may contact the competent consumer protection authority in your country.

9.4 Any right to request a chargeback through your card issuer remains available.

9.5 Information about consumer rights in the UAE, and about how to make a consumer complaint, is published by the UAE Ministry of Economy and Tourism, including on its website at https://www.moet.gov.ae/en/consumer-protection1.

10. Your data rights

10.1 You may ask us for a copy of your personal data, including a portable copy, and ask us to correct it, delete it (subject to records we must keep by law), restrict or object to its use, or withdraw any consent you have given.

10.2 Requests are free of charge, and we reply within thirty (30) days. We send marketing only with your consent. We do not sell, rent or lease personal data, and we do not store or share card details.

10.3 You may complain about the handling of your personal data to the UAE Data Office. Full details are in the Privacy Policy.

11. Customers outside the UAE

11.1 If you live outside the UAE, you keep the protection of the mandatory consumer protection law of the country in which you live, and nothing in the Policies limits it. You may also bring proceedings in the courts of your country where that law allows.

12. Our responsibility to you

12.1 Our liability to you is not subject to any financial cap. Nothing in the Policies limits our liability for death or personal injury caused by negligence, fraud, defective Products, or your rights under UAE consumer protection law.

13. Contact us

13.1 Questions about your rights may be directed to Customer Service using the details below.

NEXTAURA 360 L.L.C-FZ (One Basket)

Registered address: 6th Floor, Meydan Grandstand, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates

Email: info@onebasket.ae · Telephone and WhatsApp: +971 55 137 8765

Customer Service hours: 10:00 a.m. to 6:00 p.m. (UAE time)