Refund policy

1. Overview

At Misbah Alwaafi, we want you to receive your order in the condition and quality you expect. This refund policy explains when a return, exchange, replacement, or refund may be available for purchases made through misbahalwafi.com.

This policy should be read together with our Terms of Service, Privacy Policy, Shipping & Delivery information, Returns & Exchanges information, product-page details, and any instructions provided with your order.

2. Contact details

Website-facing business name: Misbah Alwaafi
Public business address: Al Qana, Abu Dhabi, UAE
Email: info@misbahalwafi.com
Phone / WhatsApp: +971 50 442 4446

3. Return and exchange period

You may request a return or exchange within 7 business days from the date you receive the product.

Please contact us before sending anything back. Items returned without prior contact and approval may not be accepted or may be delayed while we verify the order and reason for return.

4. Return eligibility

To be eligible for a return or exchange, the misbaha must generally be:

Unused and in the same condition in which you received it.
Free from damage, stains, fragrance, oils, incense, oud, or other substances that may affect the product or its resale condition.
Returned in its original premium box or packaging.
Returned with all accessories, certificates, cards, and other items included with the order.
Accompanied by proof of purchase, such as an order number, invoice, or order confirmation.

Because our products may be handmade and may use natural or selected materials, small differences in color, grain, inclusions, texture, polish, or other details may be part of the product's character and are not necessarily defects.

5. Returns for defects or order errors

We will cover the approved return and replacement shipping costs when the issue is caused by a clear manufacturing defect or an error in the order, including:

A clear manufacturing defect in the beads, shahid, tassel, or other part of the misbaha.
Receiving a different item from the one ordered, including an incorrect material or color where the difference is due to our fulfillment error.

Please contact us as soon as possible after delivery with your order number and clear photographs or video of the issue. We may need the item and its packaging returned for inspection before approving a replacement, exchange, or refund.

6. Change-of-mind returns

If you want to return or exchange an eligible product for a reason unrelated to a defect or order error, you may request this within the 7-business-day period, provided the product meets the return conditions in this policy.

For a change-of-mind return or exchange, the customer is responsible for the return shipping and delivery costs. The original delivery fee and the return or reverse-shipping cost may be deducted from the approved refund where applicable and where permitted by law.

7. Items that may not be returned or exchanged

The following items may not be eligible for return or exchange unless they are defective or were supplied incorrectly:

Products that have been used, worn, handled improperly, or damaged after delivery.
Products exposed to perfume, oils, incense, oud, moisture, chemicals, or other substances that affect their condition.
Products with missing packaging, accessories, certificates, cards, or other included items.
Products that have been resized, modified, reassembled, or changed at the customer's request.
Custom, personalized, or special-order products prepared according to specific customer instructions.
Products marked as final sale, clearance, or otherwise excluded from return at the time of purchase, except where mandatory law provides otherwise.

If you are unsure whether an item qualifies, please contact us before shipping it back.

8. How to request a return or exchange

Contact our customer-care team by email or WhatsApp and provide:

Your order number or proof of purchase.
Your full name and the phone number used for the order.
The item you want to return or exchange.
The reason for the request.
Clear photographs or video if the item is damaged, defective, incorrect, or incomplete.

We will review the request and, if approved, provide the return instructions. Please do not send the product to an address supplied by a third party or return it before receiving our instructions.

9. Inspection and approval

When the returned item reaches us, our team may inspect it to confirm the order, condition, packaging, accessories, and reason for return.

A return may be refused, or the refund may be adjusted if the item is used, damaged, incomplete, altered, missing its original packaging, returned outside the applicable period, or otherwise does not meet the return conditions. If a return is rejected, we may ask you to arrange collection or pay for re-delivery of the item.

10. Refunds

Once the returned item has been received and inspected, we will notify you whether the refund has been approved or rejected.

If approved, the refund will normally be processed to the original payment method within 7 to 14 business days. The time for the funds to appear may vary depending on your bank, card issuer, installment provider, payment gateway, or other payment service.

Approved refunds may exclude original delivery fees and return or reverse-shipping charges for change-of-mind returns, subject to the terms communicated for the order and applicable law.

If your refund has been approved but you have not received it after the relevant processing period, please contact us so we can check the payment status with the relevant provider.

11. Exchanges and replacement items

If you request an exchange, the replacement is subject to stock availability and the item's eligibility under this policy. A price difference, delivery charge, or return-shipping charge may apply where relevant.

If the requested replacement is unavailable, we may offer another suitable product, store credit, or an approved refund, depending on the circumstances and applicable law.

12. Order cancellations before dispatch

If you need to cancel an order, contact us as soon as possible using the phone / WhatsApp number or email below. We will try to cancel the order before it is processed or dispatched.

If the order has already been dispatched, it may need to be handled as a return after delivery and may be subject to the conditions and shipping charges in this policy. Custom, personalized, or special-order products may not be cancellable once preparation has started.

13. Cash on delivery

If cash on delivery is available for your order, approved refunds may be made by bank transfer or another agreed payment method after we verify the order and payment details. We may request official bank details or additional verification before processing the refund.

14. Promotional, bundle, and sale orders

A return, exchange, or refund for a bundle or promotional order may affect the discount, free gift, or other benefit applied to that order. If a promotional item or gift must be returned but is not returned, its value may be deducted from the approved refund where applicable.

Sale, clearance, heavily discounted, or final-sale items may have additional return restrictions shown on the product page or at checkout, subject to mandatory consumer rights.

15. Delivery damage

Please inspect the outer packaging and product as soon as you receive the order. If the packaging or product appears damaged, take photographs before disposing of any packaging and contact us promptly with the order number, photographs, and a description of the issue.

Please keep the original packaging and all delivery materials until the matter has been reviewed. We may need this information to investigate a courier or delivery claim.

16. International and GCC orders

For deliveries outside the UAE, return eligibility and shipping arrangements may depend on the destination country, courier rules, customs requirements, and whether the product can legally be shipped back.

Customs duties, import taxes, clearance charges, and international delivery costs may not be refundable unless the return is caused by our error or an approved product issue. Confirm the available return method and costs with us before sending an international return.

17. Legal rights

Nothing in this Refund Policy is intended to remove or limit any mandatory consumer rights or remedies that apply under the laws of the United Arab Emirates or another applicable jurisdiction. Where required by law, defective, incorrect, or non-conforming products will be handled in accordance with the applicable legal requirements.