Refund policy

1. Overview

This Refund / Return / Exchange Policy ("Policy") describes the terms under which Najim Suhail E TR., operator of Tfaseel (https://tfaseel.net), accepts returns, processes refunds, and arranges exchanges for orders placed through the Website. This Policy forms an integral part of our Terms and Conditions. By placing an order, you confirm that you have read, understood, and agreed to this Policy.

We are committed to ensuring your satisfaction with every purchase. If something is not right with your order, please follow the steps described below so that we can help you as quickly and fairly as possible.

2. Return Eligibility Conditions

To be eligible for a return, the item must meet all of the following conditions:

  • The return request is submitted within the return window described in Section 3.
  • The item is unused, unworn, unwashed, and free from any signs of damage, alteration, or use.
  • The item is in its original packaging, with all tags, labels, manuals, accessories, and free gifts (if any) included.
  • You provide proof of purchase, such as the order number, order confirmation email, or invoice.
  • The item is not listed under "Non-returnable items" in Section 5.

We reserve the right to refuse a return or to apply a partial refund if the returned item does not meet these conditions.

3. Return Window

You may request a return within 14 days from the date you receive your order. Requests submitted after this period will not be eligible, except where required by applicable consumer-protection law or where the item is defective.

4. Item Condition Requirements

All returned items must be received in resalable condition. This means:

  • Free from stains, odors, marks, scratches, or damage of any kind.
  • Not used beyond what is reasonably necessary to inspect the item, similar to inspection that would be allowed in a physical store.
  • Securely packaged so as to avoid damage in transit.

If an item arrives back to us in a condition that does not meet these requirements, we may reject the return, return the item to you at your expense, or offer a partial refund reflecting the diminished value of the item.

5. Non-Returnable Items

For hygiene, safety, or commercial reasons, the following items cannot be returned or exchanged unless they are defective or were sent in error:

  • Personal-care, intimate, or hygiene products once unsealed or used.
  • Cosmetics, skincare, fragrances, and similar items once opened.
  • Underwear, swimwear, earrings, and pierced jewelry, for hygiene reasons.
  • Custom-made, personalized, or made-to-order products.
  • Perishable goods (such as food, flowers, or beverages).
  • Gift cards, vouchers, and downloadable codes.
  • Items marked as "Final Sale," "Clearance," or "Non-returnable" at the time of purchase.

6. Damaged, Defective, or Wrong Items

If you receive an item that is damaged, defective, missing, or different from what you ordered, please contact us within 48 hours of delivery so that we can resolve the issue promptly. Please include:

  • Your order number.
  • A clear description of the issue.
  • Clear photographs of the item, the packaging (including the shipping label), and any visible damage.

Once we have verified the issue, we will offer you, at our discretion, a replacement of the same item, an exchange for a similar item of equal value, or a full refund (including any related shipping fees). You will not be required to pay return shipping costs in such cases.

7. Exchange Policy

If you wish to exchange an item for a different size, color, or model, please contact us within the return window described in Section 3. Exchanges are subject to product availability. If the requested item is not available, we will offer a refund instead. Where the requested item is of higher value, you will need to pay the difference; where it is of lower value, we will refund the difference using your original payment method.

8. Refund Approval Process

Once we receive your returned item, our team will inspect it within a reasonable period (typically 3 to 7 business days) to confirm that it meets the eligibility requirements set out in this Policy. We will then notify you by email of the outcome:

  • Approved: we will proceed with the refund using your original payment method.
  • Partially approved: we will explain the reasons for the partial refund (for example, missing accessories or signs of use) and the corresponding deduction.
  • Rejected: we will explain the reasons and offer to return the item to you at your expense or, where possible, propose an alternative remedy.

9. Refund Method and Timing

Approved refunds are issued to the original payment method used to place the order. Depending on your bank or payment provider, refunds may take between 5 and 14 business days to appear in your account after we initiate them. We are not responsible for delays caused by your bank or payment provider.

If your original payment method is no longer available (for example, an expired card), please contact us so that we can arrange an alternative refund method, where permitted by our payment partners.

10. Shipping Fees

Original shipping fees, customs duties, and similar charges paid at the time of the order are non-refundable, except where the return is due to our error (such as a wrong, defective, or damaged item) or where applicable law requires otherwise.

11. Return Shipping Responsibility

Unless the return is due to our error (such as a wrong, defective, or damaged item), the customer is responsible for the cost of return shipping. We recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in transit back to us.

12. Cancellation Before Shipment

You may cancel your order at any time before it is dispatched by contacting us at tfaseel.ae@gmail.com. Once your cancellation is confirmed, we will refund the full order amount, including any shipping fees you paid, to your original payment method.

13. Cancellation After Shipment

Once an order has been handed over to the courier, it can no longer be cancelled. If you no longer want the order, you may either refuse delivery (in which case the package will be returned to us and processed as a return) or accept delivery and request a return in accordance with this Policy. In either case, original shipping fees and any return shipping fees may be deducted from the refund.

14. Missing Parcels and Failed Deliveries

If your tracking shows that the parcel has been delivered but you have not received it, please:

  • Check with neighbors, building reception, or other household members.
  • Contact the courier company directly using the tracking number.
  • Contact us within 7 days of the indicated delivery date so that we can help investigate.

If a parcel cannot be delivered due to incorrect address information, refusal to accept delivery, or repeated failed delivery attempts, the parcel may be returned to us. In such cases, additional shipping fees may apply if you wish to have the order resent.

15. Partial Refunds

In certain situations, only a partial refund may be granted, including but not limited to:

  • Items returned with signs of use beyond reasonable inspection.
  • Items returned with missing parts, accessories, manuals, or original packaging.
  • Items damaged due to mishandling by the customer.
  • Returns received outside the return window but accepted at our discretion.

16. Promotional and Sale Items

Items purchased during promotional periods, with discount codes, or as part of bundles may be subject to specific return rules disclosed at the time of purchase. Items marked as "Final Sale" cannot be returned or exchanged unless they are defective. Free gifts received with a purchase must be returned together with the main item; otherwise, the value of the free gift may be deducted from the refund.

17. How to Start a Return

To initiate a return, please follow these steps:

  1. Send an email to tfaseel.ae@gmail.com or call us at +971563388832 with the subject "Return request — [your order number]".
  2. Include your full name, order number, the item(s) you wish to return, the reason for return, and any supporting photographs (especially for damaged or defective items).
  3. Wait for our confirmation email containing the return instructions, return address, and (where applicable) the prepaid shipping label.
  4. Pack the item securely in its original packaging, including all tags, accessories, and free gifts.
  5. Ship the item back to us using the method indicated in our confirmation email and keep the tracking number for your records.
  6. Once we receive and inspect the item, we will process the refund or exchange as described above.

18. Required Proof and Documentation

To process your return efficiently, please be prepared to provide:

  • Order number and date of purchase.
  • Original invoice or order confirmation email.
  • Photographs of the item, packaging, and any defect (where applicable).
  • Your contact details and preferred refund method (where applicable).

Returns submitted without sufficient information or proof may be delayed or rejected.

19. Right to Reject Abusive or Non-Compliant Returns

We reserve the right to refuse a return, exchange, or refund where:

  • The request does not comply with this Policy.
  • The item is non-returnable as described in Section 5.
  • We have reasonable grounds to believe the request is fraudulent, abusive, or part of a pattern of excessive returns.
  • The customer has previously violated this Policy or our Terms and Conditions.

20. Updates to This Policy

We may update this Policy from time to time to reflect changes in our practices, products, or applicable law. The most current version will always be posted on the Website with the "Last updated" date shown at the top. The version of the Policy applicable to your order is the version in force at the time you placed the order.

21. Contact Information

For any return, refund, or exchange enquiries, please contact us: