RETURN, EXCHANGE AND REFUND POLICY
3. RETURN, EXCHANGE AND REFUND POLICY
3.1 Voluntary 14-Day Return Period
In addition to mandatory legal rights, customers may request a return or exchange within 14 calendar days after receiving an eligible product.
Return Address :
Goshi Warehouse City - Warehouse number : 73 - 19D Street - Al Quoz 3 - Dubai
Adress Link : https://maps.app.goo.gl/42PPJk4CQqGpcYQy7
To start a return, contact:
Email: misswhenceae@gmail.com
Telephone: +971 54 554 1001
Please provide:
a. the order number;
b. the product to be returned;
c. the reason for the request; and
d. photographs where the product is damaged, defective or incorrect.
Products must not be sent to the warehouse without prior return authorisation.
3.2 Return Conditions
For a change-of-mind, size or colour return, the product must:
a. be unused, unworn and unwashed;
b. be free from perfume, deodorant, make-up, stains, alterations and damage;
c. have all original tags and security tags attached;
d. be returned with its original packaging and accessories; and
e. remain in a condition suitable for resale.
We may refuse a voluntary return if the product does not meet these conditions. This does not affect rights relating to products that were defective, damaged, incorrect or materially different from their description when supplied.
3.3 Products Not Eligible for Change-of-Mind Return
Subject to applicable law, the following products are not eligible for a voluntary change-of-mind return:
a. products made, personalised or altered according to the customer’s specifications;
b. underwear, intimate apparel or bodysuits where the hygiene seal, protective packaging or tag has been removed;
c. swimwear where the hygiene strip has been removed or damaged;
d. products that cannot be resold for hygiene or health reasons after their protective seal has been opened;
e. gift cards; and
f. products expressly marked “Final Sale” where excluding the voluntary return is lawful and clearly disclosed before purchase.
These exclusions do not apply where the product is defective, damaged, incorrect, unsafe, unlawfully supplied or materially inconsistent with the published description.
3.4 Defective, Damaged, Incomplete or Incorrect Products
Where a product is received defective, damaged, incomplete, incorrect or materially inconsistent with its description, please contact us promptly with photographs and the order number.
After verification, we will provide an appropriate remedy in accordance with applicable law, which may include:
a. repair, where appropriate;
b. replacement;
c. exchange; or
d. return and refund.
Where the issue is attributable to us or occurred before delivery, we will bear the reasonable return or collection cost.
3.5 Change-of-Mind Return Costs
For an approved change-of-mind, size or colour return, the customer is responsible for return shipping costs unless otherwise stated in a promotion.
Original delivery charges are not refundable for a change-of-mind return, except where required by law or where the entire order is returned under a promotion that expressly provides otherwise.
We recommend using a tracked and insured return service. The customer remains responsible for the parcel until it is received by us.
3.6 Exchanges
Size or colour exchanges are subject to stock availability.
A requested replacement is not reserved until the returned product has been received and approved. If the requested replacement is unavailable, we may offer another product, store credit or a refund to the original payment method.
Any price difference must be paid or refunded as applicable.
3.7 Refund Inspection
Returned products will normally be inspected within 3–5 business days after arrival.
We will notify the customer when the return is approved or rejected. Where a voluntary return has been used, worn, washed, damaged or returned without required tags, the refund may be refused to the extent permitted by law.
3.8 Refund Method and Timing
Approved refunds are issued to the original payment method wherever possible.
We normally initiate an approved refund within 7–14 business days after completing the inspection. The customer’s bank, card issuer or payment provider may require additional time to post the amount.
If the original payment method is unavailable, we will agree on another lawful refund method with the customer.
3.9 Order Cancellation
A cancellation request may be submitted before dispatch by contacting misswhenceae@gmail.com or +971 54 554 1001.
We will make reasonable efforts to cancel the order, but cancellation cannot be guaranteed once processing or dispatch has started.
If the parcel has already been dispatched, the customer may use the return procedure after delivery. Applicable return-shipping charges may apply for a change-of-mind cancellation.
3.10 Refused Deliveries
Refusing delivery does not automatically complete a return. Customers should contact us before refusing a parcel.
Where a parcel is refused for a reason unrelated to a defect, incorrect item or our error, reasonable outward and return delivery costs may be deducted from the refund to the extent permitted by law.
3.11 Mandatory Consumer Rights
This Return, Exchange and Refund Policy supplements and does not replace any mandatory right available under UAE consumer-protection or e-commerce law.