This policy applies to orders placed on PromaDubai.ae for delivery within the United Arab Emirates. It covers returns, exchanges, refunds, and procedures for defective and non-defective items.

Return & Exchange Window (Change-Of-Mind)

You may request an exchange within 30 Calendar Days of delivery for clothing items that are unused, with all original tags attached, in fully re-saleable condition, and returned in original packaging. Exchanges are subject to stock availability.

Defective, Wrong Or Missing Items

If an item is defective, damaged in transit, or not as described, notify Customer Service within 7 Days of delivery. For verified defects we will, at the customer’s choice: Repair, Replace, or Refund the item. For defective or wrong items we will cover return shipping.

Promotional, Sale, & Bulk Orders

Items explicitly marked as Non-Returnable / Final Sale on the product page (including some promotional items) cannot be returned or exchanged unless they arrive damaged or significantly not as described. For bulk orders please contact Customer Service “+971-58-6307582” before purchasing.

Hygiene & Non-Returnable Items

For hygiene and safety we do (Not Accept Returns Or Exchanges) for:

  • Lingerie, Underwear, Night Dresses, Bras, Nightwear, Bodysuits, Corsets, Swimwear and intimate apparel (unless received damaged or not as described)
  • Any item where original hygiene seals have been broken

Condition Requirements

Returned items must be unwashed, unworn, free of odors, and with all original packaging and tags. Items that are used, damaged, dirty, or missing original packaging will be rejected.

Refunds, Store Credit & Wallet

  • Defective or Wrong Items: Refunded to the original payment method.
  • Change-Of-Mind / Exchange Requests: We will issue store credit to your PromaDubai.ae Wallet after inspection, unless otherwise agreed at time of return.
  • Original shipping charges are non-refundable unless the return is due to a defect or our error.

Return Shipping & Pickup Fees

  • Defective / Wrong Items: Return shipping is covered by Proma Dubai AE.
  • Change-Of-Mind Returns/Exchanges: The customer is responsible for return postage unless a promotional offer states otherwise.
  • A small collection fee of AED 10–20 may apply for home pick-ups (this will be displayed during the return request and deducted from your Wallet balance or charged at pickup). We recommend offering a prepaid label option in checkout to improve conversions.

Processing Time

Once we receive and inspect the returned item, refunds or store credit are processed within 10 Business Days. Time for funds to appear on your bank/card statement depends on your card issuer.

How To Return

  1. Open a return request via the Returns Form or contact our UAE Customer Service.
  2. Provide your order number, reason for return, and photos for defective claims.
  3. Follow return instructions sent by email “info@promadubai.ae” (drop-off, courier pickup, or in-store if applicable).
  4. Do not send returns without an approved return reference, unapproved returns may be refused.

Non-Accepted Returns

We will refuse returns that: are used, missing packaging/tags, show signs of wear, or belong to categories listed as non-returnable above.

Contact & Complaints

For assistance contact our UAE Customer Service or submit a complaint via our website. If your complaint is unresolved you may contact the UAE consumer protection authority in your emirate.

Legal Note

This policy is a company policy and intended to comply with UAE consumer expectations. It does not substitute legal advice. For legally binding guidance consult local counsel or the Ministry of Economy.