Refund and Returns Policy
We make wholesale orders to your specification, so we do not take back goods because a buyer changed their mind. What we do promise is simple: if something we sent is faulty, wrong, short or damaged, tell us within 7 days and we put it right.
The short version
| Situation | What happens |
|---|---|
| Faulty, wrong, short or damaged goods | Tell us within 7 days of delivery. We replace, credit or refund. You do not pay to send anything back. |
| You changed your mind after delivery | Not returnable: wholesale orders are made to order. |
| Cancel before we cut your fabric | Deposit refunded, less fabric, trims or labels bought for your order. |
| Cancel after we cut your fabric | The deposit is not refundable. |
| Cancel a ready-stock order before dispatch | Full refund. |
| Sample orders | Treated like any order. The pieces are yours; faults are covered in the same way. |
If goods arrive faulty, wrong, short or damaged
Tell us within 7 days of delivery
WhatsApp +971 50 506 1871 or email sales@thedubaiabaya.com with your order reference. Seven days from the delivery date shown by the courier.
Send the evidence
Clear photographs or a short video of each faulty piece, the fault close up, the size label, and the outer carton and its shipping label. For short deliveries, a photo of the opened cartons and the packing list.
We check it against your spec sheet
The spec sheet you approved is the reference: fabric, measurements and tolerances are on it, so there is a fixed thing to compare against. We reply within one working day and decide within five.
We put it right
Your choice of a free replacement on the next production run, or a credit against your next order. If we cannot replace the piece, we refund what you paid for it.
You do not need to send goods back before we accept a claim. If we ask for a piece to be returned for inspection, we arrange and pay for the shipping. Replacements are shipped at our cost.
What counts as a fault
| A fault | Not a fault |
|---|---|
| Measurements outside the tolerances on your spec sheet | Measurements within those tolerances |
| Wrong fabric, colour, style or size compared with your spec sheet | Slight shade differences between dye lots, unless you asked us to cut from one lot |
| Open seams, broken stitching, holes, stains or print and embroidery defects | Small variations that come with handwork and embroidery |
| Missing pieces, missing labels or missing packaging you ordered | Choices you approved on the spec sheet |
| Damage in transit reported within 7 days | Damage from washing, wear, alteration or storage after delivery |
Private label and custom orders
Pieces made with your labels, to your design, or to your own measurements cannot be resold to anyone else, so they cannot be returned or refunded unless they are faulty. Faults in them are covered exactly as above.
Sample orders
A sample order has no piece minimum, only a minimum value of AED 2,000. The pieces are stock you keep and can sell, so a sample order is not credited against a later order and is not returnable for a change of mind. If a sample piece is faulty, the same 7-day process applies.
Cancellations and your deposit
| When you cancel | Refund |
|---|---|
| Before we cut your fabric | Your deposit, less the cost of any fabric, trims or labels bought specifically for your order. We show you those costs. |
| After we cut your fabric | None: the deposit covers work already done. Where we can re-cut your fabric into another order, we credit you the difference. |
| Ready stock, before dispatch | Everything you have paid. |
| After dispatch | An order cannot be cancelled once it has shipped. |
If we cannot make your order, or it runs more than 15 working days late through our fault, you may cancel and we refund everything you have paid. See our terms and conditions.
Lost or damaged in transit
Check every carton on arrival and note visible damage with the courier if you can. Report loss or damage within 7 days. We work with the carrier on the claim. Where risk had already passed to you under the Incoterm on your quote, we still help you claim and, where we can, replace the goods at cost.
How refunds are paid
Refunds go back to the original payment method, or by bank transfer to the account in the company name on your invoice, within 14 days of our agreeing the refund. Credits are shown on your next quote and do not expire for 12 months. Import duty and taxes you paid in your country are not refundable by us; ask your customs broker whether they can be reclaimed.
Your rights under UAE law
This policy adds to, and does not reduce, the rights you have under UAE law, including the right to return or exchange goods that are defective, incomplete or not as described under Federal Decree-Law No. 14 of 2023 on trading by modern technological means.
Something wrong with an order?
Message us with your order reference and photos of the pieces and the carton. We reply within one working day.