Return & Exchange Policy

At Royal Gift Hypermarket, we want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions under which products purchased through our online store may be returned, exchanged, or refunded.

This policy applies to our non-food products, clothing, fashion items, lingerie and other eligible products purchased through our website.

1. Return & Exchange Period

Eligible clothing and non-food products may be returned or exchanged within 7 days of delivery, provided that all return conditions below are satisfied.

Customers should contact us as soon as possible after receiving an order if there is any issue with the product.

For products that are defective, damaged, incomplete, incorrect, or materially different from the product description, we will handle the return, replacement or refund in accordance with applicable UAE consumer-protection requirements.

2. Conditions for Clothing Returns

To be eligible for a return or exchange, clothing items must:

• Be unused and unworn.
• Be in their original condition.
• Have all original tags and labels attached.
• Be returned with the original packaging where applicable.
• Not have any stains, marks, damage, washing, alteration or signs of use.
• Be accompanied by the order number or proof of purchase.

We reserve the right to reject a return where the product has been used, washed, altered, damaged or returned without the required tags or packaging, except where the issue concerns a defect or an incorrect/damaged item supplied by us.

3. Lingerie & Hygiene-Sensitive Products

We do not accept returns or exchanges for these products due to:

• Change of mind
• Size preference
• Fitting or personal preference
• The customer no longer requiring the product
• Any other personal reason

For hygiene protection, customers should check the product description, size information and specifications carefully before placing an order.

4. Incorrect, Damaged or Defective Products

Please contact us immediately if:

• You received the wrong product.
• You received the wrong size or colour due to an error on our part.
• The product arrived damaged.
• The product is defective.
• The product is incomplete.
• The product is materially different from its description.

Please provide:

• Order number
• Customer name
• Product name
• Clear photographs/videos showing the issue
• A brief description of the problem

Our team will review the case and, where applicable, arrange a replacement, exchange, return or refund.

Where the issue is attributable to the seller or the product is defective, damaged or incorrectly supplied, the applicable return/refund process will be handled in accordance with applicable UAE law.

5. Change-of-Mind Returns

For eligible non-food and clothing products, customers may request a return within the stated return period provided the product meets all return conditions.

For change-of-mind returns, return delivery/collection charges may apply, where permitted and clearly communicated to the customer before the return is processed.

6. Sale & Promotional Items

Discounted or promotional products may be eligible for return or exchange subject to the applicable conditions stated in this policy.

A promotional price does not remove a customer's applicable rights relating to defective, damaged, incorrect or materially misdescribed products.

7. Refunds

Once an approved return is received and inspected, we will notify the customer of the outcome.

If a refund is approved, the refund will normally be issued to the original payment method, where technically possible.

The time taken for the amount to appear in the customer's account may vary depending on the payment provider or bank.

For Cash on Delivery orders, refunds may be processed through an available electronic refund method or another mutually agreed method, subject to our verification requirements.

8. Exchanges

Customers may request an exchange for an eligible product, subject to:

• Product availability.
• The product meeting the applicable return conditions.
• The exchange being requested within the applicable return period.

If the requested replacement product is unavailable, we may offer an alternative product or refund, as applicable.

9. Size Exchanges

Customers are responsible for selecting the correct size using the size information provided on the product page.

Where we offer a size exchange for an eligible clothing item, the original product must be unused, unworn, unwashed and have its original tags attached.

Size exchanges are subject to stock availability.

10. Products Not Eligible for Change-of-Mind Return

The following products are generally not eligible for return or exchange due to hygiene and health-protection considerations:

• Lingerie
• Underwear
• Briefs
• Panties
• Intimate garments
• Other hygiene-sensitive products clearly identified on the product page

These products cannot be returned or exchanged for change of mind, size preference, fitting or personal reasons once delivered.

11. How to Request a Return

To request a return, please contact us through:

Please include:

Our customer-service team will review your request and provide the applicable return instructions.

Please do not send a product back without first contacting our customer-service team and receiving return instructions.

12. Return Inspection

Returned products may be inspected to confirm that they meet the conditions of this policy.

We will not reject a legitimate defective, damaged or incorrect-product claim merely because the product cannot meet normal return conditions applicable to change-of-mind returns.

13. Return & Delivery Charges

Where a return is requested because of customer preference or change of mind, applicable return/collection charges may apply, where permitted.

Where the return is due to an error attributable to Royal Gift Hypermarket, or where the product is defective, damaged, incorrect or materially different from its description, we will handle the applicable return arrangements in accordance with applicable UAE law and this policy.

14. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to cancel the order before dispatch.

If the order has already been dispatched, the request may be handled under the applicable return procedure.

15. Consumer Rights

Where applicable UAE consumer-protection law provides a consumer with a right to return, exchange, repair or refund, those rights will apply.

16. Contact Us

For return and refund assistance, please contact our customer-service team before sending any product back.

Royal Gift Hypermarket reserves the right to update this policy from time to time. The latest version published on our website will apply to orders, subject to applicable UAE law.