Refund policy

EXCHANGE & RETURNS POLICY

Last updated: April 2026

1. Exchange Policy

AZE Dubai currently offers size exchanges on the same product only (i.e., a different size of the identical item ordered). We do not offer cash refunds except where required by UAE Consumer Protection Law (Federal Law No. 15 of 2020).

2. Eligibility Criteria

To be eligible for an exchange, the following conditions must be met:

  • Exchange requests must be submitted within 7 calendar days of the confirmed delivery date.
  • Items must be unworn, unwashed, and in their original, unaltered condition.
  • All original tags must be attached and intact.
  • Items must be returned in their original packaging where possible.

AZE Dubai reserves the right to decline an exchange request if the returned item does not meet the above conditions upon inspection.

3. Non-Eligible Items

The following items are not eligible for exchange:

  • Items purchased during a sale or promotional event.
  • Customised or personalised items.
  • Items that have been worn, washed, altered, or damaged after delivery.
  • Requests submitted after the 7-day eligibility window.

4. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, you must notify AZE Dubai within 48 hours of delivery by contacting us via email or WhatsApp with your order number, a description of the issue, and supporting photographs.

Failure to report within 48 hours may result in your claim being declined. For verified claims, AZE Dubai will arrange a replacement or, where unavailable, issue a full refund. Return shipping costs in such cases will be covered by AZE Dubai.

5. Return Shipping

Customers are responsible for the cost of return shipping for all exchange requests unless the exchange is due to an error on AZE Dubai's part. We recommend using a trackable shipping service, as AZE Dubai cannot be held responsible for items lost in transit during the return process.

6. How to Initiate an Exchange

Contact our team with your order number and exchange details:

Our team will respond within 2–3 business days with return instructions and confirmation of exchange eligibility.