Refund policy

Returns and Refund Policy for Abaya Casa

Introduction
Thank you for choosing Abaya Casa. We value your satisfaction and aim to provide a seamless shopping experience. However, we understand that sometimes a purchase might not work out as planned.

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Time Frame and Conditions for Returns

• Return Deadline: Products must be returned within 7 days from the date you received them.
• Condition of Return: Items must be returned in their original state:
  • Unworn and Unwashed: Free from any signs of wear, washing, odors, or stains.
  • Tags Intact: All tags must be attached and unbroken. Items with removed or broken tags will not be accepted.
  • Security Tag: All items are security tagged to ensure they have not been worn.

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Non-Returnable Items

1. Custom and Tailor-Made Products: Products with customized options or made to specific measurements are non-returnable as they are crafted according to individual specifications.
2. Sale Items: Only regular-priced items may be refunded. Sale items are non-refundable.
3. Perfumes & Oud Oils: Non-refundable for hygiene reasons.
4. Discount Code Purchases: Items purchased using a discount code are non-returnable.
5. Shipping Costs: Shipping costs are non-refundable.

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Policy

• Approved Courier: Returns must be sent via DHL only.
  • Using DHL ensures timely receipt and avoids customs issues in the UAE.
  • Items must be sent tracked, marked as low value, and labeled as 'RETURN TO SELLER.'
  • Items incurring import duties over £5 ($6/€6) will not be accepted.

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Cost of Returns Shipping and Restocking Fee

• Return Shipping Fees: Customers are responsible for arranging and paying for their own returns shipping.
• Restocking Fee: A handling fee of 25% of the return item(s) value will be deducted from your refund, as all items are handmade on order.
• Non-DHL Couriers: We are not responsible for returns sent via couriers other than DHL. If another courier fails to deliver or incurs high import duties, we cannot be held liable. Import duties exceeding £5 ($6/€6) will be deducted from your refund.

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How to Submit a Return

1. Initiate a Return: Contact our customer support team at sales@abayacasa.com within 7 days of receiving your order.
2. Approval of Return: Once your return request is approved, you will receive an email with return instructions within 24 to 48 hours.
3. Return Details: Follow the provided instructions to arrange the return.

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Cancellation of Orders

• Before Shipment:

  • Before Production Begins: If you cancel your order before work begins, you will receive a full refund.
  • After Material is Cut (6 Hours Post-Order): A cancellation fee of 25% of the total product value will apply.
  • 3 Days Post-Order: Cancellations will incur a 50% fee as all items are handmade on order.

• After Shipment: If you cancel after shipment, refuse delivery, or if the courier is unable to deliver and we must recall the shipment:

  • You will be responsible for both outbound and return shipping fees.
  • A 25% charge of the total product value will also apply.

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For any inquiries or assistance, please contact us at sales@abayacasa.com.