REFUND & RETURN POLICY
PRODUCT RETURNS AND EXCHANGES
1. General’s Office
This Refund, Return & Cancellation Policy applies to all purchases made through our online store. By placing an order, you agree to the terms set out below.
This policy is governed by applicable laws of the United Arab Emirates, including Federal Decree-Law No. 15 of 2020 on Consumer Protection and applicable regulations enforced by the Dubai Department of Economy and Tourism.
2. Inspection Upon Delivery
Customers are required to inspect their order at the time of delivery.
If the product is:
• damaged
• defective
• incorrect
• or not in accordance with the confirmed order
the customer must notify us within 3 days of receipt.
3. Damaged, Defective or Incorrect Products
If a product is confirmed to be:
• damaged upon delivery,
• defective, or
• materially different from what was ordered,
the customer will be entitled to one of the following remedies (at our discretion, acting reasonably):
• replacement of the product; or
• full refund if replacement is not available or feasible
To initiate a claim, customers must email hello@myforeverrose.com with:
• order number
• description of the issue
• clear photographic evidence
We reserve the right to request return of the product before processing a refund or replacement.
4. Change of Mind
Due to the nature of our products, we do not accept returns or refunds for change of mind, preference, or personal taste, except where required under applicable UAE law.
5. Non-Returnable Items
Returns will not be accepted for:
• opened or used products (unless defective)
• items damaged due to misuse or improper handling
• customised or personalised products
• sale or discounted items (unless defective)
6. Order Cancellation
Customers may cancel an order only before it has been dispatched.
Once an order has been processed and shipped, cancellation is no longer possible.
If a cancellation request is approved prior to dispatch, a refund will be issued to the original payment method.
7. Refunds
Where a refund is approved:
• refunds will be made to the original mode of payment
• processing will be completed within 7 to 14 working days, subject to the policies of the customer’s bank or payment provider
Shipping or delivery charges may be non-refundable unless the return is due to an error or defect attributable to us.
8. Return Process
Where a return is required:
• customers will be provided with return instructions
• items must be returned in original condition and packaging (where applicable)
• we reserve the right to reject returns that do not meet these conditions
Unless the return is due to our error, return shipping costs may be borne by the customer.
9. Limitation and Fair Use
We reserve the right to:
• decline unreasonable or excessive return requests
• investigate claims where misuse or abuse of the policy is suspected
All decisions will be made in compliance with applicable consumer protection laws.
10. Customer Rights
Nothing in this policy limits or excludes any rights available to consumers under applicable UAE law.
11. Contact Us
For all refund, return, or cancellation requests, please contact:
📧 hello@myforeverrose.com