Exchange and Refund Policy

At Dafla, we are committed to providing you with high-quality, modest wear that you will love. Your satisfaction is our priority, and we have a policy in place that is fully compliant with the Department of Economy and Tourism (DET) consumer protection laws in Dubai.

For any inquiries or to initiate a return or exchange, please contact us at:

• Email: Dafla.trading@gmail.com

• Phone/WhatsApp: 0544497406

1.⁠ ⁠General Exchange and Refund Conditions

• Proof of Purchase: All returns and exchanges must be accompanied by the original receipt or a valid proof of purchase (e.g., order confirmation email).

• Condition of Item: Items must be in their original condition: unused, unworn, unwashed, and undamaged. All original tags, labels, and packaging must be intact. Items that have been used, altered, or damaged by the customer are not eligible for a refund or exchange.

• Timeframe: You may initiate an exchange or refund request within [7-14 days] from the date of delivery.

2.⁠ ⁠Policy for Ready-to-Wear Items

For our ready-to-wear abayas and caftans, you are entitled to a refund or exchange if the product has a manufacturing defect or not as described on the website. 

• Manufacturing Defects or "Not as Described":

• If a product you receive has a manufacturing defect (e.g., a tear, a broken zipper, color fading on first wash) or does not match the specifications (e.g., wrong size delivered, incorrect color), you are entitled to a refund or a replacement.

• Please notify us within [3-5 days] of receiving the item by emailing us at Dafla.trading@gmail.comwith your order number and clear photos of the defect.

• Once we verify the defect, we will arrange for the free collection of the item and will offer you a full refund or a replacement.

• Change of Mind:

• If you change your mind about a ready-to-wear item and it is in its original, unused condition, we offer an exchange for an item of equal or higher value. If the new item is of a higher value, you will be required to pay the difference.

• Please note that a refund for a "change of mind" is at the discretion of the business and is not legally required by the DET for non-defective items. We may, however, offer a store credit.

3.⁠ ⁠Policy for Custom-Made Items

Due to the unique and personalized nature of our custom-made abayas and caftans, our policy is as follows:

• No Refunds/Exchanges for Change of Mind:

• We are unable to offer a refund or exchange for a change of mind, including for fit issues that arise from inaccurate measurements provided by the customer. This policy is in line with consumer protection principles for customized goods.

• For your convenience, we provide clear measurement guides on our website. Please ensure your measurements are accurate before placing a custom order.

• Defects or Errors on Our Part:

• If a custom-made item has a manufacturing defect or if there has been an error in the personalization or production process on our part (e.g., we did not follow the measurements you provided, a seam is coming undone), you are entitled to a remedy.

• Please contact us within [3-5 days] of receiving the item with your order number and photos detailing the issue.

• Upon verification, we will rectify the issue by either:

• Repairing the item at no cost to you.

• Remaking the item to the correct specifications.

• Offering a full refund if a repair or remake is not possible.

4.⁠ ⁠How to Request an Exchange or Refund

1. Contact our customer service team at Dafla.trading@gmail.com or via WhatsApp at 0544497406 with your order number [within 3-5 days]. 

2. Provide a clear reason for the return and, for defective items, include photos and a detailed description of the issue.

3. Send a copy of the original invoice either via email or WhatsApp. 

4. Our team will review your request and guide you through the next steps, including arranging a pick-up for the item.

5.⁠ ⁠Refund Processing

• Once we receive the returned item and verify its condition, we will process your refund or exchange.

• Refunds will be processed to the original payment method within [7-14 business days] from the date of approval.

• Please note that the time it takes for the refund to appear on your statement may vary depending on your bank or card issuer. 

6. Final Sale Items

• Certain items may be marked as "Final Sale" and are not eligible for any returns or exchanges, even for a "change of mind." This will be clearly stated on the product page and at the time of purchase.

• However, a "Final Sale" status does not negate your right to a refund or exchange if the item is found to be defective. The policy for defective items (point #3) still applies.