Last updated: 11 July 2026

1. About This Policy

This Returns & Refunds Policy explains how refunds work for orders placed on www.khaleejiland.com. It forms part of our Terms of Service. If there is a conflict between the two, this Returns & Refunds Policy governs how we handle returns and refunds.

We do not offer exchanges, except where we sent you the wrong item in error, see Section 4.

2. Before Your Order Is Dispatched

When you place an order, you are making an offer to buy, which we may accept or decline. We accept your order, and our contract with you is formed, when we dispatch it.

Once an order has been placed, we may not be able to cancel or amend it because our fulfilment partner begins processing orders automatically. If you need to request a change, please contact us immediately, and we will try to help where possible.

The rest of this policy applies from the point your order is delivered to you.

3. Business and Bulk Orders

This policy applies to individual consumer purchases only. Bulk or wholesale orders placed outside the standard checkout are governed by the terms agreed with us in writing, not by this policy. Please contact us at info@khaleejiland.com to discuss a return on a bulk or wholesale order.

4. Defective, Damaged, Faulty, or Incorrect Items

If you receive an item that is defective, damaged, faulty, or different from what you ordered, contact us within 14 days of delivery using our Returns & Refunds Request form, and include detailed photos of the issue.

We will review your request and let you know whether we need the item returned to us for inspection.

• If the item does not need to be returned, we will confirm this in writing, advise you on the next step, and process your refund in full.
• If we need the item back, we will arrange collection and cover the return shipping cost.
• If we shipped you the wrong item or missed shipping an item, we will send you the item at no cost to you, or refund you for that item.

Your refund includes the delivery fee you paid on the original order.

This section covers our own errors, such as a defective item or the wrong product being shipped. If you simply want a different product from the one you ordered, our change of mind return process in Section 5 applies instead.

5. Change of Mind Returns

We accept change of mind returns within 14 days of delivery, subject to the conditions below and our approval.

To be eligible, the item must be unopened, unused, and in its original packaging. Products purchased as part of a bundle or multi-buy offer must be returned as a complete set to qualify for a change of mind refund. We are unable to accept the return of individual items from within a bundle for a change of mind. This does not affect your rights if an item within a bundle is missing, defective, damaged, or incorrect (see Section 4).

A return delivery fee applies: AED 25 within city limits, or AED 35 outside city limits (remote areas). The delivery fee you paid on the original order is not refunded.

Refunds are issued once we have received and inspected the returned item and confirmed it is in resellable condition. If it is not, we may not be able to offer a refund.

If returning an item causes your order to fall below a threshold that qualified you for a discount or free delivery, we will deduct that value from your refund.

6. Non-Returnable Items

The following items cannot be returned:

• items marked as clearance or final sale
• items that have been opened and are no longer in resellable condition
• items that cannot be returned for hygiene reasons

7. How to Start a Refund Request

To request a refund, complete our Returns & Refunds Request form, available on the Site. Please include your order number, the reason for your request, and, where relevant, detailed photos.

We will confirm next steps with you, including whether the item needs to be returned to us.

8. Refund Method and Timing

Approved refunds are issued to your original payment method only.

We aim to process approved refunds within 14 business days of approval. A business day is Monday to Saturday, excluding UAE public holidays.

9. Contact Us

If you have any questions about returns or refunds, please contact us at info@khaleejiland.com or refer to our FAQ page.