Refund policy
To request a return for products purchased online, please contact our Customer Service at +971 50 646 7104 within 7 days of receiving your order. Our team will assist you with your request.
Items purchased during promotions or on sale are not eligible for return. Returns for opened or used products will not be accepted.
Returned items must be unused, in the same condition as received, with all BRAE tags attached, and in their original box and sealed packaging.
Returns for damaged products are accepted only in cases of manufacturing defects. Returns will not be accepted for damage caused by misuse or failure to follow product care instructions.
Refunds by Payment Method
If you paid by credit or debit card online:
Once the returned products have been received and approved at our warehouse, BRAE will process the refund to the same credit or debit card used for the original purchase, excluding shipping, courier, customs, and clearance charges. Please note that refunds may take 14 to 30 business days to appear on your account, depending on your payment provider.
If you paid by credit or debit card on delivery:
If the returned products are received and approved at our physical store, you will receive a store credit note or voucher, excluding all charges, which can be used only in our stores within the same country under the same company.
If the returned products are received and approved at our warehouse by courier, BRAE will issue an online voucher to be used on the Website. This voucher will be sent to your registered email address or mobile number within 3 to 5 business days.
If you paid by cash on delivery:
If the returned products are received and approved at our physical store, you will receive a store credit note or voucher to be used in our stores within the same country under the same company.
If the returned products are received and approved at our warehouse by courier, BRAE will issue an online voucher to be used on the Website. This voucher will be sent to your registered email address or mobile number within 3 to 5 business days.
If you paid using a Delayed Payment Provider:
Once BRAE receives, approves, and processes your return, your refund will be handled in accordance with the relevant Delayed Payment Provider’s terms and conditions.
Gift Returns
If you received a product as a gift and would like to return it, please contact our Customer Service team for assistance. Returned gift items must be unused, in the same condition as received, with all BRAE tags attached, in their original box and packaging, and accompanied by the original invoice within 7 days of the order date.
We aim to make your shopping experience as smooth and convenient as possible. However, we monitor return activity and reserve the right to refuse returns at our discretion in cases of repeated excessive returns.
Please note that the validity period of any refund voucher may vary. Voucher details, including validity and code, will be shared through the customer contact details provided.
How do I exchange an item?
Exchanges follow the same conditions as our return policy. Please contact our Customer Service team for assistance.
How do I cancel my order?
You may cancel your order only if you contact our Customer Service at +971 50 646 7104 before your order has been processed.
Once your order has been processed, any cancellation request will be treated as a return and will be subject to the conditions outlined in this Refund Policy.