Refund policy

Returns Policy

We offer a 14-day return window. This means you have 14 days from the date of delivery to request a return.

To exercise your right to return, you must contact us within this 14-day period at enquiries@alhayajab.com. Returns sent without prior approval will not be accepted.

Eligibility for Returns

To be eligible for a return, items must be:

  • Unworn and unused (tried on only)
  • In original condition with all tags attached
  • Returned in original packaging
  • Free from any signs of wear including, but not limited to: makeup, perfume, deodorant marks, odours, stains, or damage

All returns are subject to a strict inspection upon arrival.

We reserve the right to refuse a refund if the item does not meet the above conditions. If a return is rejected, the item will be sent back to you at your expense.

Important: Condition & Use

Items must only be tried on for fit and not worn for occasions, events, or extended periods.

Any item showing signs of wear beyond reasonable handling will be refused and may be returned to you.

Return Process

If your return request is approved:

  • You must send the item back within 7 days of approval
  • You are responsible for arranging your own return shipment
  • We strongly recommend using a tracked and insured service (e.g. Royal Mail Tracked)

We are not responsible for items lost, damaged, or delayed in transit. Any claims must be made directly with the courier.

Shipping Costs (Important)

  • Return shipping costs are the responsibility of the customer
  • We do NOT provide return labels
  • Original shipping costs are non-refundable

International Returns:

  • Customers are fully responsible for creating their own return label and arranging shipment
  • All shipping costs, duties, taxes, and customs fees are the responsibility of the customer
  • We do not reimburse any international return-related costs under any circumstances

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method
  • Please allow 5–10 working days for the refund to process

We reserve the right to deduct an amount from your refund if the item shows signs of use beyond what is necessary to inspect it.

Non-Returnable Items

We do not accept returns on:

  • Sale items
  • Gift cards

Exchanges

We do not offer direct exchanges.

To receive a different item, please return your original purchase (if eligible) and place a new order.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, you must contact us within 48 hours of delivery with clear evidence.

If confirmed, we will:

  • Cover return shipping
  • Offer a replacement or full refund

High-Risk Behaviour & Abuse of Policy

We are committed to maintaining fair use of our returns policy for all customers.

We reserve the right to refuse returns, refunds, or future orders where we identify behaviour that suggests misuse or abuse of our policies. This includes, but is not limited to:

  • Repeated returns of worn or used items
  • Returning items after they have been worn for events, occasions, or content creation
  • Excessive return patterns or unusual order activity
  • Chargebacks or disputes raised without valid reason or without first contacting us
  • Failure to return items after a refund or chargeback has been issued

Where such activity is identified, we may:

  • Refuse current or future returns and refunds
  • Cancel or refuse future orders
  • Deduct costs incurred as a result of the behaviour
  • Take further action where necessary to recover goods or losses

All decisions are made at our discretion, in line with applicable consumer laws.

Final Notes

We reserve the right to refuse returns that do not comply with our policy.
By placing an order with Al Hayajab, you agree to the terms outlined above.