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Returns and Refund Policy

اقرأ هذه السياسة باللغة العربية

Last updated: 23 October 2026

1. Scope

1.1 This Returns and Refund Policy forms part of the Terms of Use and the Terms of Sale. It applies to every Product sold by NEXTAURA 360 L.L.C-FZ through the Platform, whether the Order is delivered in the United Arab Emirates or to an international destination.

1.2 Capitalised terms that are not defined in this Returns and Refund Policy have the meanings given to them in the Terms of Use. References to “we”, “us” and “our”, and to “you” and “your”, have the meanings given in the Terms of Use.

1.3 We are the seller of every Product. A Product may be dispatched, collected or inspected by a Fulfilment Partner on our behalf. A Fulfilment Partner is not a party to your contract of sale, and every return, exchange and refund is handled by us and is our responsibility.

1.4 This Returns and Refund Policy is linked to, or included in, the Order Confirmation. The version published on the Platform at the time an Order is placed applies to that Order. Changes to this Returns and Refund Policy take effect when published on the Platform, except that a material change takes effect for Account holders fourteen (14) days after we notify them of it by email. You should review the Policies regularly.

1.5 This Returns and Refund Policy is published in English and in Arabic. For consumers in the United Arab Emirates, the Arabic version prevails if the two versions differ.

1.6 Nothing in this Returns and Refund Policy limits any right you have under the UAE consumer protection law or under any other mandatory consumer law that applies to you, as further described in clause 22.

2. Definitions

2.1 In this Returns and Refund Policy:

  1. “Change-of-Mind Return” means the return of a Product for a reason that does not concern the condition, identity or delivery of the Product, being a return requested for the reason “Size or fit”, “No longer needed” or “Other”, unless inspection finds a fault under clause 11.3;

  2. “Fault Return” means the return of a Product requested for the reason “Damaged or defective”, “Wrong item received”, “Not as described” or “Late delivery”, and any other return in which our inspection finds that the Product was damaged, defective, incorrect or not as described;

  3. “Return Request” means a request to return or exchange one or more Products, submitted in accordance with clause 9;

  4. “Exchange” means the replacement of a returned Product with another unit of the same Product, in the same size and colour, in accordance with clause 13;

  5. “Hygiene Product” means a Product listed in clause 6.1;

  6. “Delivery Date” means the date on which the Product is delivered to you or to the recipient named in the Order;

  7. “Tampered Product” means a returned Product that has been altered, or whose seal, serial number or labels have been removed or interfered with, as further described in clause 20.6; and

  8. “No-Return Product” means a Product whose Product page states that it does not need to be sent back on a return, as described in clause 10.7.

2.2 The reason you select in a Return Request determines how the request is first processed. The final classification of a return as a Change-of-Mind Return or a Fault Return is confirmed after inspection under clause 11.

3. Summary of return types

3.1 The table below summarises the main differences between a Change-of-Mind Return and a Fault Return. It is a summary only. If it differs from the detailed provisions of this Returns and Refund Policy, the detailed provisions apply.

Change-of-Mind Return Fault Return
Reasons “Size or fit”, “No longer needed”, “Other” “Damaged or defective”, “Wrong item received”, “Not as described”, “Late delivery”, or a fault found on inspection
Return period Seven (7) days from the Delivery Date Thirty (30) days from the date the fault becomes apparent, or any longer warranty period
Condition of the Product Unused, with tags, accessories and original packaging May have been used to the extent needed to discover the fault
Hygiene Products Not accepted once the conditions in clause 6 apply Always accepted
Collection in the UAE AED 10, deducted from the refund once per Return Request Free of charge
Collection for international Orders Return shipping paid by you, with the cost notified before collection Paid by us
Delivery fee Not refunded Refunded
Refund for cash on delivery Orders Bank transfer to a bank account in your name Bank transfer to a bank account in your name

4. Return periods

4.1 Change-of-Mind Return. A Return Request for a Change-of-Mind Return must be submitted within seven (7) days of the Delivery Date.

4.2 Fault Return. A Return Request for a Fault Return may be submitted within thirty (30) days of the date on which the fault becomes apparent or, where the Product carries a warranty for a longer period, within that warranty period.

4.3 Reporting damaged or wrong items. Where a Product arrives damaged, or you receive a Product other than the one ordered, you should report it to us within seven (7) days of the Delivery Date where possible, so that we can bring a claim against the courier. This reporting period is for our courier claims only. It does not shorten the period in clause 4.2, and a Fault Return reported after seven (7) days is not refused for that reason.

4.4 Online form. The online Return Request form described in clause 9.1 accepts:

  1. Change-of-Mind Returns for seven (7) days from the Delivery Date; and

  2. Fault Returns for thirty (30) days from the Delivery Date.

4.5 After the period in clause 4.4(b) has passed, a Fault Return that remains within the period in clause 4.2 is requested by contacting Customer Service under clause 9.2.

4.6 The order details page in your Account shows the last date on which a Return Request can be submitted through the online form for each Product.

4.7 A Return Request is treated as made in time if it is submitted, or if Customer Service is contacted, on or before the last day of the relevant period.

5. Condition of returned Products

5.1 Change-of-Mind Returns. A Product returned as a Change-of-Mind Return must be:

  1. unused, and in the same condition as when it was delivered;

  2. returned with all tags and labels attached;

  3. returned with all accessories, parts, manuals, cables, chargers and other items supplied with it; and

  4. returned in its original packaging, including any outer box, inner packaging and protective materials.

5.2 Examining a Product to the extent reasonably needed to decide whether to keep it, in the way you could examine it in a shop, does not by itself mean that the Product has been used.

5.3 Fault Returns. A Product returned as a Fault Return may have been used to the extent needed to discover the fault. It should be returned with its accessories and packaging where these are still available, but the absence of original packaging does not prevent a Fault Return.

5.4 Serial numbers and identifying marks. For every return, the Product returned must be the Product we supplied. Any serial number, IMEI number, barcode or other identifying mark must be present, legible and unaltered, and must match our records for the Order.

5.5 A Product that does not meet the conditions in this clause 5 is dealt with under clause 11.4.

5.6 Application to all categories. The return periods in clause 4 and the conditions in this clause 5 apply in the same way to Products in every category offered on the Platform. No category of Product is subject to a shorter return period than those set out in clause 4, and no category of Product is excluded from Change-of-Mind Returns other than Hygiene Products under clause 6.

5.7 Meaning of “unused”. For the purpose of clause 5.1(a), and without limiting clause 5.2, a Product is not unused where, for example, it has been:

  1. worn, other than to try it on, or washed, altered or marked;

  2. assembled, installed or connected for use, other than to the extent reasonably needed to check that it is complete and works;

  3. opened and partly consumed; or

  4. in the case of an electronic Product, set up, activated or registered to a user account.

5.8 Clause 5.7 does not apply to a Fault Return, and does not prevent a Product from being treated as a Fault Return where inspection finds a fault.

6. Hygiene Products

6.1 Hygiene Products. For reasons of hygiene and health protection, the following Products cannot be returned as a Change-of-Mind Return:

  1. personal care Products, cosmetics and fragrances, once the seal has been broken; and

  2. underwear and swimwear, once the hygiene strip or the packaging has been removed.

6.2 The Product page states when clause 6.1 applies to a Product.

6.3 Fault Returns always allowed. Clause 6.1 applies only to Change-of-Mind Returns. A Hygiene Product may always be returned as a Fault Return, whether or not the seal, hygiene strip or packaging has been opened.

6.4 Hygiene Products sent back for change of mind. If a Hygiene Product that falls within clause 6.1 is sent back to us as a Change-of-Mind Return, no refund is made and we return the Product to you at our own cost, unless inspection finds a fault, in which case the return is treated as a Fault Return.

7. Electronic devices and personal data

7.1 Before you hand over a phone, computer, tablet, watch, camera, storage device or any other Product that can store information, you are responsible for:

  1. backing up any data, files, photographs or settings you wish to keep;

  2. removing your personal data from the Product;

  3. signing out of all accounts on the Product; and

  4. disabling any password, screen lock, activation lock or device-location service linked to your account.

7.2 We do not access personal data on a returned Product, except to the extent necessary to inspect it. We may erase any data left on a returned Product as part of inspection or before the Product is reprocessed.

7.3 If a Product remains locked to an account and cannot be inspected for that reason, we contact you so that the lock can be removed. Inspection is completed once the lock has been removed.

7.4 We are not responsible for the loss of data left on a returned Product, except to the extent that the loss is caused by our breach of this Returns and Refund Policy or by our negligence.

7.5 Any personal data that we process in connection with a return, including inspection photographs, is handled in accordance with the Privacy Policy.

8. Products returned without a request or not matching the request

8.1 A Product sent back to us without a Return Request, or by a method other than the collection we arrange under clause 10, is not processed until we have identified the Order to which it relates. Once identified, we contact you and, where the Product qualifies for a return under this Returns and Refund Policy, we process it as if a Return Request had been made on the date we received it.

8.2 Where the Product received does not match the Return Request, we contact you with the details and, where relevant, photographs. A Product does not match the Return Request where:

  1. a different Product, or a Product not supplied by us, is returned;

  2. fewer items, or different items, are returned than those listed in the Return Request; or

  3. the serial number or other identifying mark does not match our records under clause 5.4.

8.3 A Product that we did not supply, or that does not qualify for a return, is sent back to you at our own cost. The Return Request is processed only for those items that match it.

8.4 You may dispute our findings under this clause 8 in accordance with clause 12.

9. Submitting a Return Request

9.1 Online. You may submit a Return Request through “Return or exchange an item” in the order details page of your Account. An online Return Request identifies the Product or Products to be returned, the quantity and the reason for the return.

9.2 Through Customer Service. You may also submit a Return Request by contacting Customer Service by email, telephone or WhatsApp using the details in clause 23, stating the Order number, the Products to be returned and the reason.

9.3 Several items. A single Return Request may cover several Products from the same Order. Products from different Orders require separate Return Requests.

9.4 Information about a fault. For a Fault Return, we may ask for a description of the fault and, where available, photographs, to help us arrange the return and any courier claim. A Fault Return is not refused only because photographs are not available.

9.5 Approval and confirmation. A Return Request is approved on submission for the purpose of arranging collection. Approval does not confirm that a refund or Exchange will be given. The outcome is confirmed by email after inspection under clause 11.

9.6 Selecting a change-of-mind reason for a Product that is in fact faulty does not prevent the Product from being treated as a Fault Return where inspection finds the fault.

10. Collection of returned Products

10.1 United Arab Emirates. For Orders delivered in the United Arab Emirates, we arrange collection of the returned Product by courier from the address in the Order or another address in the United Arab Emirates that you notify to us.

10.2 The cost of collection in the United Arab Emirates is as follows:

  1. Fault Returns: free of charge;

  2. Exchanges: free of charge; and

  3. Change-of-Mind Returns: a collection fee of AED 10, deducted from the refund. The fee is charged once per Return Request, regardless of the number of Products collected under that request.

10.3 International destinations. For Orders delivered outside the United Arab Emirates, we provide return instructions and arrange collection where collection is available at the delivery destination. The cost of return shipping is as follows:

  1. Change-of-Mind Returns: you pay the cost of return shipping. We tell you the cost before collection, and collection proceeds only after you have been told the cost; and

  2. Fault Returns: we pay the cost of return shipping. Where our instructions require you to send the Product yourself, we reimburse the return shipping cost incurred in accordance with those instructions.

10.4 An Exchange of a Product delivered outside the United Arab Emirates is free of charge under clause 13.3, and we pay the cost of return shipping.

10.5 You must make the Product available for collection on the date arranged, packed securely so that it is protected in transit. For a Change-of-Mind Return, the Product must be packed in its original packaging under clause 5.1(d).

10.6 If inspection finds a fault in a Product returned as a Change-of-Mind Return, the collection fee or the international return shipping cost is not charged or, if already paid, is refunded under clause 11.3.

10.7 No-Return Products. For some Products, the Product page states that the Product does not need to be sent back on a return. Where a Return Request for a No-Return Product is approved:

  1. you are not required to send the Product back, no collection is arranged, and you may keep the Product;

  2. the return is settled by a refund only, and an Exchange is not available for that Product;

  3. no collection fee and no return shipping cost is charged; and

  4. the refund is made by the method set out in clause 14 and in the amount set out in clause 16.

10.8 A Return Request for a No-Return Product must still be submitted within the period in clause 4 that applies to the reason for the request, and clause 6 continues to apply to Hygiene Products. We may ask for a description and photographs under clause 9.4 before we approve the request.

10.9 Clause 21 applies to Return Requests for No-Return Products in the same way as to other Return Requests.

11. Inspection

11.1 Every returned Product is inspected on arrival at our warehouse or at the facility of the relevant Fulfilment Partner, to confirm that it is the Product supplied and to assess its condition against this Returns and Refund Policy.

11.2 Product passes inspection. Where the Product meets the requirements of this Returns and Refund Policy, we confirm the outcome by email and issue the refund under clauses 14 to 16, or dispatch the Exchange under clause 13.

11.3 Fault found on inspection. Where inspection finds that the Product is damaged, defective, incorrect or not as described, the return is treated as a Fault Return, whatever reason was selected in the Return Request. In that case:

  1. no collection fee or return shipping cost is charged, and any amount already deducted or paid is refunded;

  2. the delivery fee is refunded under clause 16.2; and

  3. the refund is made by the method set out in clause 14.

11.4 Product fails inspection. Where the Product does not meet the requirements of this Returns and Refund Policy, including the conditions in clauses 5 and 6, or is a Tampered Product under clause 20.6, or where a Product returned as damaged or defective is found on inspection to be working as intended and undamaged:

  1. we email you the reason for the decision;

  2. we make photographs of the Product, as received, available in the order details page of your Account;

  3. no refund or Exchange is given for that Product; and

  4. subject to clause 12.3, the Product is returned to you at our own cost, and you are not charged for its collection or for sending it back.

11.5 Where a Return Request covers several Products, each Product is inspected separately, and the outcome for one Product does not affect the outcome for any other Product.

12. Disputing an inspection outcome

12.1 If you disagree with the outcome of an inspection under clause 8, clause 11.4 or clause 20.6, you may dispute it by contacting Customer Service within fourteen (14) days of the date of our email giving the reason.

12.2 When we receive a dispute, we review the inspection, the photographs and any information or photographs you provide, and we inform you of the outcome of the review by email.

12.3 Where you have disputed an outcome under clause 12.1, we keep the Product until the review is complete, unless you ask us to send it back to you earlier.

12.4 If our review upholds your dispute, the return is processed as a Change-of-Mind Return or a Fault Return, as applicable, and the refund or Exchange is issued in accordance with this Returns and Refund Policy.

12.5 The dispute process in this clause 12 is in addition to the complaints procedure in clause 23 of the Terms of Use, which is summarised in the Consumer Rights notice and is available at any time and free of charge. A complaint is acknowledged within two (2) Working Days with a reference number, receives a full response within fourteen (14) days, and may be escalated to a manager. Consumers in the United Arab Emirates may also contact the UAE Ministry of Economy and Tourism consumer protection line on 800 1222, and consumers outside the United Arab Emirates may contact the competent consumer authority in their country.

13. Exchanges

13.1 You may request an Exchange of a Product for another unit of the same Product, in the same size and colour, by selecting the exchange option in the Return Request or by contacting Customer Service.

13.2 An Exchange must be requested within the period in clause 4 that applies to the reason for the request. Where the Exchange is requested for a change-of-mind reason, the Product must meet the conditions in clause 5.1 and must not fall within clause 6.1.

13.3 An Exchange is free of charge, whether the Order was delivered in the United Arab Emirates or outside it. No collection fee is charged for an Exchange in the United Arab Emirates, we pay the cost of return shipping for an Exchange of a Product delivered outside the United Arab Emirates, and no new delivery fee is charged for dispatch of the replacement Product.

13.4 The replacement Product is dispatched after the returned Product has passed inspection under clause 11.

13.5 Different size or colour. An Exchange is not available for a different size, colour or other variant of a Product. In that case, the Product is returned as a Change-of-Mind Return for a refund under this Returns and Refund Policy, and you may place a new Order for the variant you want.

13.6 Replacement out of stock. If the replacement Product is out of stock, we inform you and give you a full refund of the price paid for the returned Product, with no collection fee or return shipping cost deducted. Where the Exchange was requested for a Fault Return reason, or inspection finds a fault, the delivery fee is also refunded under clause 16.2.

14. Refund method

14.1 Refunds are made to the original payment method, according to the method used to pay for the Order, as follows:

  1. Card payment link: the refund is made to the card used for the payment;

  2. Tamara: the refund is made through Tamara, and is applied in accordance with Tamara’s own terms;

  3. Bank transfer: the refund is made to the bank account from which the payment was received; and

  4. Cash on delivery: for any reason, including a Change-of-Mind Return, a Fault Return and a cancellation by us after payment has been made, the refund is made by bank transfer to a bank account held in your name.

14.2 Where a refund is to be made by bank transfer under clause 14.1(d), we ask you for the details of a bank account held in your name. We do not make refunds to a bank account held in the name of another person.

14.3 Where an Order paid by cash on delivery is cancelled before delivery, no cash payment has been made and no refund is due.

14.4 Once a refund has been issued to the method set out in clause 14.1, it cannot be transferred to another method.

14.5 We do not make refunds in cash.

14.6 Refunds only through this Policy. Once a Product has been dispatched, a refund for it is made only through a Return Request under this Returns and Refund Policy, or under the Shipping and Delivery Policy where a Product is lost in transit, delivered damaged or returned to us after a failed delivery. A refund is not given for a Product that has failed inspection under clause 11.4.

15. Refund timing

15.1 Returns. A refund is made to the original payment method or, for a cash on delivery Order, by bank transfer, as set out in clause 14.1. It is processed by us within fourteen (14) days of the returned Product passing inspection or, for a No-Return Product under clause 10.7, within fourteen (14) days of the date on which the Return Request is approved. Once processed, the refund may take up to forty-five (45) days to appear in your account, depending on your card issuing bank, your bank or Tamara.

15.2 Cancellations. A refund for an Order cancelled under the Terms of Sale or the Shipping and Delivery Policy is processed within the period in clause 15.1, running from the date on which the cancellation is confirmed by email instead of the date of inspection.

15.3 Delayed refunds. If a refund has not appeared in your account after the periods in this clause 15, you may contact Customer Service. We confirm the date and amount of the refund and provide any transaction reference that we hold, so that you can raise the matter with your bank, card issuer or Tamara.

15.4 Nothing in this Returns and Refund Policy affects any right to request a chargeback through your card issuer.

16. Refund amount

16.1 Price of the Product. The refund for a returned Product is the price paid for that Product, including any VAT charged.

16.2 Fault Returns. For a Fault Return, the delivery fee charged for the Order is also refunded. The delivery fee is refunded once for each Order, even where more than one Product from the Order is returned.

16.3 Change-of-Mind Returns. For a Change-of-Mind Return:

  1. the delivery fee is not refunded; and

  2. the AED 10 collection fee under clause 10.2(c), or the international return shipping cost under clause 10.3(a), applies.

16.4 Customs duties and import taxes. Customs duties, import taxes and clearance charges paid on an international Order are refunded only to the extent that they are recovered from the relevant authority or carrier.

16.5 Item-by-item refunds. Where only some Products from an Order are returned, the refund is calculated separately for each Product returned.

16.6 Currency. All refunds are made in AED. Where a card payment was made in a currency other than AED, the amount credited in that currency is determined by your card issuer’s conversion, and may differ from the amount originally debited.

16.7 Special delivery. The special delivery fee under clause 19 of the Shipping and Delivery Policy is not refunded on any return, except where a refund of it is required by applicable law. A Product handed back to our representative at the time of a special delivery, unopened and in its original packaging, is refunded at its full price under clause 19.4 of the Shipping and Delivery Policy.

16.8 Pre-used Products. A pre-used Product bought at a home viewing cannot be returned as a Change-of-Mind Return, because you have inspected it before buying. The home viewing fee is not refunded.

16.9 Faults in pre-used Products. If a pre-used Product is faulty, the warranty stated on its Product page applies. Where no warranty is stated, you may request a Fault Return within seven (7) days of the purchase. This clause does not affect your rights under applicable consumer protection law.

17. Promotions and discounts

17.1 Where a Product was bought at a promotional price, with a coupon or under a quantity discount, the refund for that Product reflects the price actually paid for it, after the discount, and not its full or list price.

17.2 Where a discount or coupon applied to an Order as a whole, the price actually paid for each Product is the share of the discounted total attributable to that Product, in accordance with the Payments, Pricing and Promotions Policy.

17.3 Gifts and free items supplied with a Product under a promotion are governed by the terms of the relevant promotion.

17.4 The terms of each promotion, coupon and quantity discount, including what happens to the coupon on a return, are set out in the Payments, Pricing and Promotions Policy and in the terms shown for that promotion.

18. Cancellation and returns

18.1 Before dispatch. An Order, or any Product in it, may be cancelled before dispatch by contacting Customer Service, with a full refund, in accordance with the Terms of Sale. A cancellation before dispatch is not a return, and no collection fee applies.

18.2 After dispatch and before delivery. Once an Order has been dispatched, it can no longer be cancelled under clause 18.1. You may instead request a return after delivery under this Returns and Refund Policy. This clause does not affect your rights for late delivery under clause 19 and the Shipping and Delivery Policy.

18.3 Cancellation by us. Where we cancel all or part of an Order under the Terms of Sale, the refund covers the amount paid for the cancelled Products and, where the whole Order is cancelled, the delivery fee. The refund is made by the method set out in clause 14.

18.4 Failed delivery. Where an Order is returned to us after a failed delivery and you choose cancellation, the refund is made in accordance with the Terms of Sale and the Shipping and Delivery Policy.

19. Late delivery

19.1 If an Order is not delivered by the expected delivery date, we notify you of the revised date. Your rights for late delivery, including the right to cancel an undelivered Order, are set out in the Shipping and Delivery Policy.

19.2 You may return a Product that was delivered after its expected delivery date as a Fault Return, selecting the reason “Late delivery”, within the period in clause 4.2, which for this purpose runs from the Delivery Date.

19.3 A return for late delivery is a Fault Return. Collection is free of charge, and the refund includes the price of the Product and the delivery fee. The refund is made by the method set out in clause 14.

19.4 A Product returned for late delivery should be returned in the condition in which it was received, other than as needed to examine it.

20. Wrong, defective, damaged and tampered Products

20.1 Risk in a Product remains with us until the Product is delivered.

20.2 Wrong items. Where you receive a Product other than the one ordered, including a Product in a size or colour other than the one ordered, the return is a Fault Return for the reason “Wrong item received”. We collect the wrong Product free of charge and, at your choice, dispatch the Product ordered without any further delivery fee or give you a full refund of the price paid for it, together with the delivery fee under clause 16.2. Where the Product ordered is out of stock, we give you the full refund.

20.3 Defective items. A Product that is defective, or that develops a fault, may be returned as a Fault Return for the reason “Damaged or defective” within the period in clause 4.2. Collection is free of charge, and you may choose an Exchange under clause 13 or a full refund of the price paid, together with the delivery fee under clause 16.2. Where the Product carries a manufacturer’s warranty, you may instead proceed under the Warranty Policy.

20.4 Items damaged in shipping. If a Product is lost in transit, or delivered damaged, you may choose a replacement or a full refund, including the delivery fee, in accordance with the Shipping and Delivery Policy.

20.5 A Product delivered damaged is a Fault Return, and the provisions of this Returns and Refund Policy for Fault Returns apply, including free collection. Reporting the damage within the period in clause 4.3 assists our courier claim, but does not limit your rights under clause 4.2.

20.6 Tampered Products. A returned Product is a Tampered Product where it has been altered, or where its seal, serial number or labels have been removed or interfered with. A Tampered Product fails inspection and clause 11.4 applies, unless the alteration, removal or interference was already present when the Product was delivered, in which case the return is treated as a Fault Return. Opening a seal or packaging in order to examine or use the Product, to the extent permitted by clauses 5.2, 5.3 and 6.3, does not by itself make a Product a Tampered Product. You may dispute a finding that a Product is a Tampered Product under clause 12.

21. Abuse of the returns process

21.1 We may apply reasonable and proportionate limits to Change-of-Mind Returns on an Account where there is reasonable evidence that the returns process is being abused. Examples of abuse include:

  1. returning a Product other than the one we supplied, or a Product from which parts, accessories or contents have been removed or substituted;

  2. repeatedly returning used, worn or damaged Products as Change-of-Mind Returns;

  3. placing Orders with the apparent intention of using Products and returning them for a refund; and

  4. making statements in a Return Request or a dispute that are knowingly false.

21.2 The limits we may apply under clause 21.1 are declining Change-of-Mind Returns on the Account for Orders placed after we notify you of the limit, for the period stated in that notice, and suspending the Account in accordance with the Terms of Use. We inform you in writing of any limit applied and the reason for it, and you may challenge it through the complaints procedure in clause 23 of the Terms of Use.

21.3 Nothing in this clause 21:

  1. affects your right to a Fault Return;

  2. affects any refund for a Product that has already passed inspection; or

  3. limits any right you have under the UAE consumer protection law or any other mandatory consumer law that applies to you.

22. Your rights under consumer law

22.1 This Returns and Refund Policy is in addition to, and does not limit or exclude, your rights under the UAE consumer protection law, including your rights where a Product is defective or does not conform to the Order to have it repaired or replaced, or to return it and receive a refund of its price.

22.2 If you live outside the United Arab Emirates, nothing in this Returns and Refund Policy affects the mandatory consumer laws of your country of residence.

22.3 If any provision of this Returns and Refund Policy is less favourable to you than a mandatory provision of the consumer law that applies to you, the mandatory provision applies in its place.

22.4 Complaints about a return or refund may be made free of charge by email, telephone or WhatsApp, and are handled under the complaints procedure in clause 23 of the Terms of Use, which is summarised in the Consumer Rights notice and in clause 12.5.

23. Contact us

23.1 Questions about a return, an Exchange or a refund, and Return Requests under clause 9.2, 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)