Return & Exchange Policy

Return & Exchange Policy

All abayas displayed on our store are custom-made to order and are produced according to the measurements specified by the customer. Therefore, returns or exchanges are not accepted except in the cases outlined below.

Eligible Cases for Return or Exchange

Returns or exchanges will only be accepted if:

The customer receives an incorrect item (e.g., a different abaya than the one ordered).

A manufacturing defect is found and verified by the customer.

Please note that each abaya is custom-made according to the size selected by the customer. Therefore, no returns or exchanges will be accepted unless a manufacturing defect attributable to the store has been proven, whether the abaya includes custom additions or not.

Reporting a Defect

In the event of a manufacturing defect, the customer must contact us within 48 hours of receiving the order to preserve the rights of all parties.

Any claim submitted after 48 hours from the delivery time will not be eligible for return or exchange.

Important: A clear video showing the defect is required for verification.

Refund Process

Once the defect has been verified:

Refunds for payments made via Mada will be processed within 15 business days via bank transfer.

For payments made through Tamara, the refund will be processed through Tamara according to their refund procedures.

Customization Policy

Orders that have been customized at the customer’s request, including but not limited to:

Color

Design style

Size

are not eligible for return or exchange under any circumstances.

Fabric & Color Disclaimer

Loose threads are not considered defects, as they are a natural part of the fabric and sewing process. Please do not pull threads; instead, trim them carefully with scissors if necessary.

Please also note that product colors may appear slightly lighter or darker due to photography lighting, screen settings, or viewing angles.

Liability Limitation

After the timeframes stated above have passed, the store and its team shall bear no responsibility, and requests for returns or exchanges will no longer be accepted.

Return Shipment Requirements

If the customer does not respond to the shipping representative within the specified period, the return request may be canceled.

Alternatively, the customer may request a return shipping label and deliver the package to the nearest Aramex branch within two days. Failure to return the item within the specified timeframe will result in permanent cancellation of the return request.

Shipping Charges

In the event of an approved return, the original shipping fee will be deducted from the refunded amount.

Package Condition

Please ensure that the returned shipment is sent with all original accessories, packaging, and contents, and that the item is in good condition. Any missing items or damage may result in a deduction from the refund amount.