1. Scope & General Provisions
1.1. This policy applies to all purchases made via the Modieva Fashions online store in the United Arab Emirates.
1.2. We operate in accordance with the requirements of Federal Law No. 15 of 2020 on Consumer Protection (as amended by Federal Decree-Law No. 5 of 2023), which covers consumers’ rights in the UAE.
1.3. We also comply with regulations for e-commerce business operations in the UAE.
1.4. This policy forms part of your contract with us once you place an order. The terms clearly prevail over any conflicting verbal statements.
1.5. We reserve the right to amend this policy at any time. Changes will be published on our website and will be effective from the date of publication.
2. Returns, Exchanges & Refunds – Eligibility
2.1 Eligible Cases
You may request a return, refund, or exchange if:
a) The garment is received defective, damaged, or an incorrect item was delivered (see clause 3.3).
b) We mistakenly deliver a size, style, or colour that does not match your order.
We do not allow returns simply because you changed your mind.
All returns must be initiated within 7 calendar days from the date of delivery, subject to the item’s condition as described in clause 3.3.
2.3 Condition of Goods for Return
Garments must be returned in original, unworn, unwashed condition, with all tags attached, original packaging (if applicable), and accompanied by proof of purchase (digital invoice/order number).
Any claim of defect or incorrect item must be accompanied by photographic or video evidence when requested.
We reserve the right to reject a return or refund if the item shows signs of misuse, alteration, washing, or missing tags/packaging.
2.4 Non-returnable Items
Items that are customised (e.g., embroidered initials), intimate wear, clearance/discounted final-sale items, or hygiene-sensitive garments may be non-returnable unless defective, as clearly indicated at the time of sale.
We will clearly state on each such item’s product page if it is final sale or non-eligible for return.
3. Exchange Process
3.1. If you seek an exchange (size/colour) and the requested item is in stock, we will dispatch the replacement once the original item is either:
Returned (at your cost unless incorrect/defective) and received by us; or
Confirmed by us that it will be picked up (for local returns), depending on location and logistic feasibility.
3.2. If the replacement item is of higher value, you will be asked to pay the difference before dispatch. If of lower value, we may issue store-credit or partial refund as per your preference (subject to clause 5).
3.3. The replacement constitutes a new sale and is subject to the same terms of this policy.
4. Refunds
4.1. If a refund is approved, we will process it within 10 business days of our receipt and inspection of the returned item (or after your cancellation is accepted).
4.2. Refunds will be made using the original payment method unless otherwise agreed in writing.
4.3. We reserve the right to deduct any applicable shipping/handling or restocking fees when returning items for “preference” reasons (not defect).
4.4. If the product was defective or incorrectly delivered, we will bear the return shipping cost; if you are returning due to change of mind, you may be responsible for return shipping and any import/custom duties.
5. Order Cancellation
5.1. You may cancel your online order prior to dispatch, before the logistics order delivery tracking number is generated, by contacting our customer support (via email or WhatsApp) and quoting your order number.
5.2. If the order has already been dispatched, a return will follow the normal return/exchange process.
5.3. We reserve the right to cancel an order on our side (e.g., stock unavailable, suspected fraud). In such cases, we will notify you and refund any payment in full (minus any transparent shipping/handling costs if incurred).
6. Fraud Prevention & Risk Mitigation
6.1. We maintain a fraud-monitoring policy: repeated order cancellations, refusals at delivery, or unverifiable addresses may trigger review.
6.2. All returns suspected to be part of an abuse scheme (e.g., ordering, using once, returning, repeated size-swapping) may be refused or subject to a restocking fee.
6.3. We will comply with law enforcement or regulatory authorities if fraudulent behaviour is discovered, and we reserve the right to pursue compensation for costs incurred (logistics, restocking, fraud losses).
7. Lawful Rights & Dispute Resolution
7.1. Nothing in this policy restricts rights provided under UAE law (for example, rights of consumers to repair/replace/refund defective goods under applicable Federal Law).
7.2. In case of disputes, we will endeavour to resolve amicably. If unresolved, you may submit to the jurisdiction of UAE courts or arbitration (as agreed) in the applicable emirate.
7.3. This policy is governed by the laws of the United Arab Emirates.
8. Contact Information
For any queries or to initiate a return/exchange/refund request, please contact our Customer Support:
Email: [store@modievafashions.ae]
Phone/WhatsApp: as mentioned on website
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (UAE-Dubai time)
Please quote your Order No. and reason for return in your message.
9. Additional Notes & Useful Tips (for Customers)
Always inspect your garment at delivery (check size, colour, damage, correct item) before accepting the courier.
Retain original packaging, tags, and delivery receipt until you are sure you will keep the garment.
If you believe an item is defective, document the defect (photos/videos) in your communication. Undocumented defect claims will be rejected.
Change-of-mind returns are not guaranteed by law and will not be eligible for returns.
We encourage you to review the garment size chart and product description carefully before ordering to minimise unnecessary returns.
Thank you for choosing Modieva Fashions. We strive to give you a seamless shopping experience while protecting both your rights and our business.