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Refund policy

Last updated: 15 September, 2026

At Safiara, we want you to feel confident in your purchase. This Returns & Refunds Policy explains the conditions under which returns, exchanges, and refunds are accepted, in line with UAE consumer protection practice for cosmetic and personal-care products.

Eligibility for Returns

Due to the personal-care and hygiene-sensitive nature of skincare products, we can only accept returns of items that are:

  • Unopened, unused, and in their original sealed packaging.
  • Returned within [7] calendar days of the delivery date.
  • Accompanied by proof of purchase (order number or receipt).

For hygiene and safety reasons, opened, used, or unsealed skincare products cannot be returned or exchanged, except where the product is defective or damaged on arrival, or otherwise not as described, as set out below.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, expired, or different from what you ordered, please contact us at [Support Email] within [48 hours] of delivery, including your order number and photographs of the item and packaging. Safiara maintains insurance coverage for products held at our fulfilment centre and in transit, and we will arrange a replacement, exchange, or full refund, including any applicable delivery charges, at no cost to you, regardless of where in our supply chain the issue occurred.

How to Request a Return

  • Contact us at info@safiara.ae with your order number and reason for return.
  • Our team will confirm eligibility and provide instructions, including the return address for our fulfilment centre, if applicable.
  • Please allow our fulfilment centre time to receive, log, and inspect the returned item once shipped; we will notify you of the outcome and process any applicable refund once this inspection is complete.

Refund Method and Timing

Approved refunds will be issued to the original payment method used at checkout. Refunds are typically processed within [7–14] business days of approval, though your bank or payment provider may take additional time to reflect the refund in your account. Shipping fees are non-refundable unless the return is due to our error or a defective product.

For orders paid via Cash on Delivery, refunds are issued by bank transfer to an account you provide, as no card or wallet details are held for these orders. Because Cash on Delivery payments are collected and remitted to us by our logistics partner on a periodic settlement cycle, these refunds may take up to [5] additional business days to process compared with card refunds.

Exchanges

Where a product is available, we may offer an exchange in place of a refund for eligible returns. Exchange requests are subject to the same conditions set out in Eligibility for Returns above.

Order Cancellations

Orders may be cancelled free of charge before they have been picked and packed for dispatch by our fulfilment centre. Once an order has entered the dispatch process, it can no longer be cancelled and must instead follow the return process described above upon delivery.

Product Recalls or Safety Notices

In the unlikely event that a Safiara product is subject to a recall or safety notice, whether initiated by us, our manufacturer, or a relevant regulatory authority, we will notify affected customers directly using the contact details provided at checkout, and will provide clear instructions for return, safe disposal, replacement, or refund at no cost to you.

Your Statutory Rights

Nothing in this Policy affects any statutory rights you may have under Federal Law No. 15 of 2020 on Consumer Protection and its executive regulations, which remain fully applicable alongside this Policy.