Last updated October 16, 2025

SUMMARY OF KEY POINTS

We accept returns within 7 days for regular-priced items in original condition with tags attached. A 2% restocking fee applies. Sale items, custom/personalized items, and opened consumables are final sale (non-returnable). Returns must be initiated via our website, email, or WhatsApp with evidence. Refunds processed within 3 business days after inspection; may take 1-2 billing cycles to appear. You pay return shipping. Defective or damaged items are eligible for replacement or refund.

Table of Contents

1. ELIGIBILITY FOR RETURNS

1.1 Return Window

Returns are accepted within seven (7) calendar days from:

(a) Date of purchase (for in-store purchases); OR
(b) Date of delivery (for online/shipped orders) (as confirmed by tracking or delivery receipt);

No returns accepted after the 7-day window expires, except for warranty claims or defective products (see Section 5 – Defective or Damaged Products).

1.2 Condition Requirements

To be eligible for return, items must be:

(a) Unused and in original condition (no signs of use, wear, damage, or alteration);

(b) All original tags, labels, and packaging intact (hang tags, stickers, security tags, manufacturer labels);

(c) In original packaging (original box, case, sheath, pouch, or manufacturer packaging, regardless of condition);

(d) Complete with all accessories (instruction manuals, warranty cards, certificates, hardware, or included components);

(e) Free from damage not caused by Maslool (no scratches, dents, stains, odors, or modifications by customer);

Evidence Required: You must provide photographic or video evidence of the item’s condition when initiating the return (see Section 2.2 – Required Information).

1.3 Items Excluded from Return

The following are FINAL SALE and NOT eligible for return, exchange, or refund (except for manufacturing defects or Maslool errors):

(a) Sale items, clearance items, or discounted items (items purchased at reduced prices, marked as “final sale,” or during promotional sales);

(b) Custom, personalized, engraved, or made-to-order products (see Terms and Conditions, Section 17.5 – Custom Products, Personalization & Made-to-Order Items);

(c) Opened consumables or hygiene products (sharpening stones, oils, lubricants, care products, cleaning supplies, or items where hygiene is a concern);

(d) Gift cards, vouchers, or digital products (non-refundable once purchased or activated);

(e) Products showing signs of use, wear, or damage (beyond inspection for verification);

(f) Products missing tags, labels, packaging, or accessories;

(g) Products altered, modified, sharpened, or customized by customer after purchase;

(h) Items excluded by law (regulated items, restricted items, or items where returns are prohibited by applicable law);

(For comprehensive exclusions, see Terms and Conditions, Section 9.3.3 – Items Excluded from Return).

2.1 Return Authorization Required

You MUST obtain Return Authorization (RA) before sending items back. Unauthorized returns (items sent without RA) will be refused or may incur additional processing fees.

2.2 Return Initiation Methods

To initiate a return, contact us via one of the following methods:

(a) Website (Preferred):

  • Log in to your account at www.maslool.ae
  • Navigate to Order History > Select Order > Request Return
  • Complete return request form with reason and evidence

(b) Email:

  • Email Address: info@maslool.ae
  • Subject Line: “Return Request – Order #[Order Number]”
  • Include: Order number, item(s) to return, reason for return, photos/video evidence

(c) WhatsApp:

  • WhatsApp Number: +971 50 504 1792
  • Send message with order number, item details, reason, and photos/video

(d) In-Store (for in-store purchases):

  • Visit our Store during business hours with receipt and item
  • Shop No. 49, M-Floor, Al Rais Shopping Centre, 74 Al Mankhool Road, Bur Dubai

2.3 Required Information

Your return request must include:

(a) Order number or receipt/invoice number;
(b) Item name, SKU, or product code (of item(s) to be returned);
(c) Reason for return (defective, incorrect item, change of mind, not as described, etc.);
(d) Photographic or video evidence:

  • Clear photos of the item (front, back, all sides);
  • Photos of original packaging, tags, labels;
  • Photos of any defects or damage (if applicable);
  • Video unboxing (if item arrived damaged);

(e) Proof of purchase (receipt, order confirmation email, invoice);
(f) Your contact information (name, email, phone number, order address);

2.4 Return Authorization Issuance

Upon receiving your return request, we will:

(a) Review your request and evidence within 1-2 business days;

(b) Issue Return Authorization (RA) if approved, including:

  • RA Number (Return Authorization Number – reference for tracking);
  • Return shipping instructions (address, packaging requirements);
  • Deadline (item must arrive at our facility within 24 business hours from RA issuance for UAE returns; 7 business days for international returns);

(c) Decline return request if ineligible (with explanation of reasons), or request additional information;

RA Validity: Return Authorization is valid for 7 calendar days from issuance. Expired RAs will not be honored.

3.1 Customer Responsibility for Shipping Costs

You are responsible for return shipping costs unless:

(a) Item is defective or damaged upon arrival (Maslool’s fault or carrier’s fault during Maslool’s risk period);
(b) Incorrect item shipped (Maslool sent wrong product);
(c) Maslool error (order processing error, description error, Maslool’s fault);

Non-refundable: Return shipping costs are non-refundable and will be deducted from your refund (if you initially received free or discounted shipping, actual shipping cost will be deducted).

3.2 Packaging and Shipping Instructions

Packaging Requirements:

(a) Pack item securely in original packaging (original box, bubble wrap, protective materials);
(b) Include all accessories, tags, labels, manuals, and components;
(c) Include printed copy of Return Authorization (RA) or order confirmation inside package;
(d) DO NOT write on or damage original product packaging (use outer shipping box);

Shipping Instructions:

(a) Ship to the following address ONLY (do not ship to Store address unless instructed):

Maslool Returns Department
Shop No. 49, M-Floor
Al Rais Shopping Centre
74 Al Mankhool Road, Al Raffa, Bur Dubai
Dubai, United Arab Emirates
Attn: Returns – RA #[Your RA Number]

(b) Use trackable shipping method (courier service with tracking number – Aramex, DHL, Emirates Post, FedEx);
(c) DO NOT use cash-on-delivery (COD) or freight collect; returns sent COD will be refused;
(d) Obtain tracking number and retain proof of shipment (tracking receipt, shipping label copy);
(e) Provide tracking number to us via email (info@maslool.ae) or WhatsApp (+971 50 504 1792);

3.3 Delivery Timeframe

Returned items must arrive at our Returns Department within:

(a) 24 business hours from RA issuance (for UAE domestic returns);
(b) 7 business days from RA issuance (for international returns);

Late arrivals (arriving after deadline) may be:

  • Rejected and returned to sender (at your expense);
  • Subject to additional restocking fees or reduced refund;
  • Accepted at Maslool’s sole discretion;

3.4 Risk of Loss During Return Shipping

Risk of loss or damage during return shipping is borne by you until the item is received and inspected by Maslool.

Recommendations:

  • Use shipping insurance (especially for high-value items);
  • Use trackable courier service (with signature confirmation);
  • Retain proof of shipment and tracking information;

Maslool is NOT responsible for:

  • Lost, stolen, or damaged items during return shipment;
  • Items delivered to wrong address (due to your error);
  • Delays caused by courier or customs.

4.1 Inspection Upon Receipt

Upon receiving your returned item, we will:

(a) Verify Return Authorization (RA number matches, within valid period);

(b) Inspect item condition (unused, tags attached, original packaging, complete, no damage);

(c) Verify reason for return (compare to stated reason and evidence provided);

(d) Determine eligibility (whether item qualifies for refund, exchange, or store credit);

Inspection Timeframe: 3 business days from receipt of returned item.

4.2 Inspection Results

(a) Return Approved:

  • Refund, exchange, or store credit processed as requested (see Section 6 – Refunds, Section 7 – Exchanges, Section 8 – Store Credit);
  • Email confirmation sent to you;

(b) Return Denied (if item fails inspection):

  • Item does not meet eligibility requirements (used, damaged, missing tags/packaging, wrong item returned);
  • No refund issued;
  • Item will be returned to you at your expense (return shipping costs deducted from any potential refund), OR
  • Item may be disposed of if you do not arrange return shipment within 14 days of notification;
  • Email explanation sent with photos of inspection findings;

(c) Partial Refund (if item partially acceptable):

  • Item has minor issues (e.g., missing tags, slightly used, damaged packaging);
  • Reduced refund offered (with deductions for restocking fee, depreciation, or missing components);
  • You will be notified and given option to accept partial refund or have item returned to you.

5.1 Manufacturing Defects or Maslool Errors

If you receive a product that is:

(a) Defective (manufacturing defect, material defect, workmanship defect, malfunction);
(b) Damaged during shipping (broken, cracked, dented, or otherwise damaged in transit);
(c) Incorrect item (wrong product, wrong size, wrong specification shipped by Maslool);
(d) Missing parts or accessories (incomplete product, missing components);
(e) Not as described (materially different from product description, specifications, or images on Website – excluding minor variations);

You are entitled to (at Maslool’s discretion):

  • Replacement (free replacement of same product); OR
  • Full refund (including original shipping costs, if you paid for shipping); OR
  • Store credit (equal to full purchase price);

No restocking fee applies to defective or damaged products.

5.2 Reporting Defects or Damage

Report within 7 days of delivery by:

(a) Contacting us via email (info@maslool.ae), WhatsApp (+971 50 504 1792), or Website;
(b) Providing evidence:

  • Photos or video of defect or damage (clear, detailed, showing all angles);
  • Photos of packaging (if damage occurred during shipping);
  • Unboxing video (if available);
  • Description of issue;

(c) We will arrange free return shipping (prepaid shipping label) or collection (for UAE customers) for defective/damaged items;

Failure to report within 7 days: May result in denial of claim (you may be deemed to have accepted the product as-is).

(For comprehensive warranty and defect claim procedures, see Terms and Conditions, Section 9 – Warranties & After-Sales Support).

6.1 Refund Eligibility

Refunds are issued for:

(a) Regular-priced items returned within 7 days in eligible condition;
(b) Defective or damaged items (see Section 5);
(c) Incorrect items shipped by Maslool;

Refunds NOT issued for:

  • Sale items, clearance items, final sale items;
  • Custom, personalized, engraved, or made-to-order items;
  • Items excluded from return (see Section 1.3);
  • Returns initiated after 7-day window (except defects);

6.2 Refund Amount and Deductions

Refund Calculation:

(a) Product Purchase Price: Full price paid for the item (as shown on receipt/invoice);

(b) LESS Restocking Fee: 2% of product purchase price (minimum AED 5, maximum AED 200);

  • Restocking fee applies to all returns (except defective/damaged items or Maslool errors);
  • Fee covers inspection, repackaging, restocking, and administrative costs;

(c) LESS Return Shipping Costs (where applicable):

  • If you paid for original shipping, and return is due to change of mind, return shipping cost is deducted;
  • If you received free shipping (promotional free shipping), actual shipping cost (our cost) is deducted from refund;

(d) LESS Deductions for Missing Items or Damage:

  • Missing tags, labels, or packaging: AED 10-50 deduction;
  • Missing accessories or manuals: Cost of missing item(s) deducted;
  • Damage caused by customer: Repair or replacement cost deducted, or refund denied;

Example Calculation:

  • Product Price: AED 500
  • Restocking Fee (2%): AED 10
  • Return Shipping Cost (your cost, non-refundable): AED 30
  • Refund Amount: AED 500 – AED 10 = AED 490 (you separately paid AED 30 for return shipping)

No Deductions for Defective Items: If return is due to defect, damage, or Maslool error, no restocking fee or shipping cost deductions apply (full refund including original shipping, if paid).

6.3 Refund Method

Refunds are issued to the original payment method used for purchase:

(a) Credit/Debit Card: Refund credited back to the card used for payment;
(b) Bank Transfer: Refund via bank transfer to your bank account (provide IBAN and bank details);
(c) Cash (for in-store cash purchases): Refund via bank transfer or store credit (cash refunds not available for security reasons);
(d) PayPal or Digital Wallet: Refund to PayPal account or wallet used;

Alternative: You may elect to receive store credit instead of refund (see Section 8 – Store Credit).

6.4 Refund Processing Time

(a) Inspection and Approval: 3 business days after we receive and inspect the returned item;

(b) Refund Processing: 3-5 business days after approval (to process refund with payment processor or bank);

(c) Refund Posting to Your Account: 1-2 billing cycles (5-10 business days to 30-60 days) depending on:

  • Your bank or credit card company processing times;
  • Billing cycle dates;
  • Payment processor (Stripe, WooCommerce, PayPal) settlement schedules;

Total Timeframe: Typically 7-14 business days from return receipt to refund appearing in your account (may extend to 30-60 days in some cases).

Notification: We will email you:

  • When we receive your return;
  • When inspection is complete and refund is approved or denied;
  • When refund is processed and sent to payment processor;

6.5 Issues with Refunds

If you have NOT received your refund after expected timeframe:

(a) Check your bank account or credit card statement (verify with your bank that refund was not received);

(b) Contact your credit card company (refunds may take time to be officially posted; there may be processing delay);

(c) Contact your bank (there is often processing time before refunds are posted to accounts);

(d) If still not received, contact us at:

  • Email: info@maslool.ae (Subject: “Missing Refund – Order #[Order Number]”)
  • WhatsApp: +971 50 504 1792
  • Provide: Order number, return authorization number, date refund was processed (from our email confirmation), bank/card details

We will investigate and provide proof of refund processing (transaction ID, payment processor confirmation) and assist with tracing the refund.

7.1 Exchange Eligibility

We offer exchanges for:

(a) Defective or damaged items (exchange for same product in good condition);
(b) Incorrect size, color, or specification (exchange for correct size/color/spec, subject to availability);
(c) Different product (exchange for different product of equal or greater value, subject to availability);

Exchanges NOT available for:

  • Sale items, clearance items, final sale items (refund only, if eligible);
  • Custom or personalized items (non-exchangeable);
  • Out-of-stock items (refund or store credit offered instead);

7.2 How to Request Exchange

(a) Initiate return following Section 2 – How to Initiate a Return;

(b) In your return request, specify:

  • “Exchange Requested“
  • Desired replacement item (product name, SKU, size, color, specification);
  • If exchanging for different product, confirm you will pay price difference (if new item is more expensive) or receive refund/credit for difference (if new item is less expensive);

(c) We will confirm availability of replacement item;

(d) Return original item following Section 3 – Return Shipping;

(e) Upon receipt and inspection (passing inspection), we will ship replacement item;

7.3 Exchange Shipping Costs

(a) For Defective/Damaged/Incorrect Items:

  • We provide free return shipping (prepaid label) and free shipping of replacement item;

(b) For Change-of-Mind or Preference Exchanges:

  • You pay return shipping for original item;
  • You pay shipping for replacement item (standard shipping rates apply) OR may be waived at our discretion;

7.4 Price Differences in Exchanges

(a) Replacement Item More Expensive:

  • You pay the difference (via email invoice or payment link);
  • Payment must be received before replacement ships;

(b) Replacement Item Less Expensive:

  • Refund or store credit issued for the difference;

(c) Restocking Fee:

  • 2% restocking fee still applies to exchanges (deducted from any refund/credit for price difference, or invoiced separately);

7.5 Exchange Processing Time

(a) Inspection of returned item: 3 business days;
(b) Shipping of replacement item: 1-3 business days (UAE) or 5-10 business days (international) after inspection approval;

Total Exchange Time: 7-14 business days (UAE) or longer for international exchanges.

8.1 Store Credit Option

You may elect to receive store credit (credit toward future purchases) instead of refund, for:

(a) Eligible returned items;
(b) Gift returns (see Section 9 – Gift Returns);
(c) Partial refunds or price adjustments;

Advantages of Store Credit:

  • No restocking fee (2% fee waived if you choose store credit);
  • Faster processing (store credit issued immediately after inspection approval);
  • No payment processor delays (credit available in your account instantly);

8.2 Store Credit Terms

(a) Amount: Store credit equals the product purchase price (no deduction for restocking fee);

(b) Validity: Store credit is valid for twelve (12) months from date of issuance (expiration date will be noted);

(c) Use: Store credit can be applied to any future purchase on our Website or in-store (excluding gift cards);

(d) Non-Transferable: Store credit is tied to your account and cannot be transferred to another person or redeemed for cash;

(e) No Cash Value: Store credit has no cash value and cannot be exchanged for cash or refunded;

(f) Expiration: Unused store credit expires after 12 months and will be forfeited (no refund or extension);

8.3 Store Credit Issuance

Store credit is issued as:

(a) Account Credit (for registered users): Credit automatically added to your account balance (viewable in account dashboard);
(b) Gift Certificate / Voucher Code (for guests or gift recipients): Unique code sent via email (can be entered at checkout).

9.1 Gifts Purchased for You

If an item was marked as a gift when purchased and shipped directly to you (gift recipient):

(a) You may return the item following this Return & Refund Policy;

(b) You will receive store credit (gift certificate) equal to the value of the returned item (no refund issued, since you did not pay for it);

(c) Gift certificate will be emailed to you upon receipt and approval of returned item;

(d) Gift certificate is valid for 12 months;

9.2 Gifts Given to You (Not Marked as Gift at Purchase)

If the item was not marked as a gift when purchased, or the gift giver had it shipped to themselves to give to you later:

(a) Return must be initiated by the original purchaser (gift giver);

(b) Refund will be issued to the original payment method (gift giver’s payment method);

(c) You (gift recipient) cannot return the item for refund or store credit without involving the original purchaser;

Recommendation: Contact the gift giver and request they initiate the return on your behalf, or ask them to provide you with the order number and proof of purchase for return authorization.

9.3 Gift Receipts

If you received a gift receipt (receipt without price information):

(a) You may use the gift receipt to initiate a return;

(b) You will receive store credit equal to the current selling price of the item (not original price paid, if different);

(c) No refund issued without original purchaser’s involvement.

10.1 Questions or Assistance

For questions, assistance, or issues regarding returns and refunds:

Email: info@maslool.ae (Subject: “Return Inquiry – Order #[Order Number]”)
WhatsApp: +971 50 504 1792
Telephone: +971 50 504 1792
Website: www.maslool.ae (Contact Us form or live chat)

In-Store:
Shop No. 49, M-Floor
Al Rais Shopping Centre
74 Al Mankhool Road, Al Raffa, Bur Dubai
Dubai, United Arab Emirates

Business Hours:
Monday to Friday: 9:00AM to 9:00PM
Saturday: 9:30AM to 3:00PM 

10.2 Response Time

We will respond to return inquiries within 1-2 business days (typically within 24 hours during business days).

Nothing in this Return & Refund Policy limits, excludes, or waives any mandatory, non-waivable consumer protection rights you have under:

  • Federal Decree-Law No. 15 of 2020 on Consumer Protection (UAE);
  • Federal Decree-Law No. 50 of 2022, Civil Transactions Law, Articles 513-525 (Seller’s Warranty Against Hidden Defects);
  • EU Consumer Rights Directive (for EU customers – 14-day withdrawal right, subject to exclusions);
  • UK Consumer Contracts Regulations (for UK customers);
  • Other applicable mandatory consumer protection laws;

Where mandatory law provides greater rights than this Policy, mandatory law prevails.

(For comprehensive preservation of mandatory consumer rights, see Terms and Conditions, Section 20.7 – Mandatory UAE Consumer Protection Rights Preserved).

We may update this Return & Refund Policy from time to time. Changes will be posted on this page with updated “Last Updated” date. Material changes will be communicated via email or Website notice. Continued use of Services after changes constitutes acceptance of updated Policy.

(See Privacy Policy, Section 17 – Changes to This Privacy Policy for notification procedures).

This Return & Refund Policy is governed by UAE law and the Terms and Conditions (see Terms and Conditions, Section 23 – Governing Law & Dispute Resolution). Any disputes arising from returns or refunds are subject to the dispute resolution procedures in the Terms and Conditions (negotiation, mediation, arbitration in Dubai).

BINDING NATURE OF THIS POLICY

This Return & Refund Policy forms an integral part of our Terms and Conditions (see Terms and Conditions, Section 9 – Warranties & After-Sales Support and Section 9.3 – Return Policy and Procedures) and is legally binding. By making a purchase, you accept this Policy in full. This Policy is subject to and does not override any mandatory consumer protection rights under UAE law (Federal Decree-Law No. 15 of 2020 on Consumer Protection) or other applicable mandatory laws.