CANCELLATION, RETURN & EXCHANGE POLICY
It is our intention to ensure our customers are satisfied with their purchases from us.
We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before receiving your order, just call our Customer Service Team to cancel your order and we will use all reasonable endeavors to cancel it providing your order has not yet been processed. If your order has already been processed, such cancelation will be treated as a return. Please refer to our Return section below for further information. In all circumstances, you can always contact our Customer Service who will be happy to assist you.
You may return the product(s) to us either:
- by courier: You can request a return, free of charge, and our Customer Service will arrange for a free pick up via our partner courier service.
- by visiting the Ghawali store located in (please refer to our store locator page).
All products must be returned to us unused and in the same condition as received, in their original box and packaging, along with the original invoice within 30 days of the date of purchase of your order. We will not accept any returns if the original packaging has been opened or tampered with.
Returns that are damaged or soiled may not be accepted and maybe returned to you.
Once we have received and inspected the returned product(s) and approved the return by email to you, we will issue a voucher for the amount paid by you for the product(s), with the exception of applicable taxes or import duties and delivery and return charges. The voucher will be valid for a period of six (6) months from its date of issuance.
The voucher will be redeemable in physical store in the United Arab Emirates if you chose to return the products by visiting our store and redeemable on the Website, as an e-voucher, if you decide to return the products by courier
If you receive a wrong product, or a product received by you is damaged or defective, or if you simply wish to return your product for any reason, please contact our Customer Service. Our Customer Service will contact you to assist you with your return request within two (2) business days.
Products are damaged or defective if they are received damaged or where a manufacturing fault occurs within six (6) months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be damaged or defective. Where possible, we will offer to repair defective items.
For all defective items outside of our Return Policy, please contact our Customer Service Team. Should you receive an item that is not in perfect condition please contact us immediately.
Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
We offer a flexible return policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion if products are returned repeatedly.
If you received an item as a gift and wish to return it, please contact our Customer Service who will be happy to assist you in your request. All products must be unused and with all Ghawali and designer tags still attached and in the same condition as received, in their original box and packaging, with the original invoice within 30 days of the date of your order.
Please note that we do offer exchanges with products of equal or superior value.
In case of custom-made products available on the Website, please note that such product(s) may not be returned or exchanged.
By buying products through our Website, you acknowledge and agree that Ghawali carries no product liability save as described in the preceding paragraphs in relation to returning and exchanging the products or refunding/crediting the price paid, and that full liability for the products rests with the manufacturer. The terms of the manufacturer’s product liability are found in the product’s package or in the notice that accompanies the products.