Buyer Protection, Returns and Refunds Policy

Version: 1.0 · Effective date: [INSERT EFFECTIVE DATE] · Last updated: 25 October 2026 · Contact: hello@fashuki.com

This policy explains transaction protection and does not reduce mandatory UAE consumer rights.

1. Buyer Protection

Eligible orders placed and paid for through Fashuki are covered by this policy. Payment is processed by an approved payment service provider. Seller proceeds are normally released only after confirmed delivery and the expiry of the issue reporting window of [INSERT REPORTING WINDOW], subject to disputes, chargebacks, fraud checks, and legal obligations.

Buyer Protection does not apply to payments or arrangements made outside Fashuki, unauthorised account use caused by the buyer’s failure to protect credentials, or an item materially altered after receipt, except where mandatory law requires otherwise.

2. Reasons a buyer may qualify for a remedy

• The item was not delivered.
• The item is counterfeit, unlawful, recalled, or unsafe.
• The item is materially different from the listing, including undisclosed damage, wrong brand, wrong size, wrong colour, missing parts, or a false condition.
• The item arrived damaged because of inadequate packaging or delivery handling.
• The quantity or contents are incomplete.
• Delivery was delayed so substantially that the buyer no longer receives the intended benefit, where recognised by applicable law.
• The seller or Business Seller is required by law or its advertised terms to provide a repair, replacement, return, or refund.

3. How to report an issue

Open the order and select Report an issue within [INSERT REPORTING WINDOW] after the recorded delivery. Explain the problem and upload clear photographs, video, packaging, labels, measurements, tracking, and communications where relevant. Keep the item and packaging until the case is closed.

If the platform does not allow an online report, email hello@fashuki.com with the order number. A late report may still be considered where the defect was hidden, the law gives a longer right, or it was not reasonably possible to report earlier.

4. Assessment and remedies

Fashuki may request evidence from both parties, inspect tracking, consult an authentication specialist, require an item inspection, or ask the seller to respond. Depending on the facts and applicable law, the remedy may be repair, replacement, price reduction, return and refund, refund without return, cancellation, or another fair solution.

A refund may include the item price, original delivery charge, buyer fee, and reasonable return delivery cost where required by law or where the seller is responsible. A deduction may be made only where lawful and clearly explained.

5. Change of mind

Private Seller purchase: a seller is not required to accept a change of mind return for an item that is lawful, conforming, delivered on time, and accurately described, unless the listing expressly offers returns or the law requires otherwise.

Business Seller purchase: the Business Seller must provide every cancellation, return, exchange, repair, replacement, refund, and warranty right required by UAE law and any additional right advertised in the listing. The seller type and applicable return terms must be shown before purchase.

6. Return process

1. Wait for written return approval and the return address or label.
2. Return the item in the received condition, with included parts and packaging, within [INSERT RETURN DISPATCH PERIOD].
3. Use a trackable method and upload the tracking number.
4. Do not send a return to an address obtained outside the case instructions.
5. The refund will be initiated after confirmed return or when Fashuki determines that return is unnecessary.

7. Exclusions and misuse

A claim may be refused where evidence shows the item is as described, damage occurred after delivery, the buyer materially altered or used the item beyond reasonable inspection, the buyer returned a different item, the transaction occurred outside Fashuki, or the claim is fraudulent. These exclusions do not override non excludable legal rights.

8. Refund timing

After approval, Fashuki will instruct the payment provider to refund the original payment method where possible. Processing time depends on the provider and bank. We will tell the buyer when the refund has been initiated. Marketplace credits must not replace a monetary refund where the buyer is legally entitled to money.

9. Appeals and complaints

A buyer or seller may request a review by replying to the case decision within [INSERT APPEAL PERIOD] and providing new or overlooked evidence. Complaints may be sent to hello@fashuki.com. Consumers retain the right to approach the competent UAE consumer protection authority or court.

Change log

Other Fashuki policies

• Terms of Use
• Seller Terms
• Shipping and Delivery
• Payments, Fees and Withdrawals
• Privacy Policy
• Cookie Policy
• Prohibited Items and Catalogue Rules
• Community Standards
• Intellectual Property and Counterfeit
• Complaints and Contact
• Business Seller Standards