Return Policy

REFUND & RETURNS POLICY – TREND EXPRESS

UAE Consumer Protection Compliant | IFZA-Registered E-Commerce Platform

Last Updated: 31 August 2026 
Effective Date: 1 September 2026     
Website: www. trendexpress.ae
Legal Entity: TREND EXPRESS FZCO
IFZA Trade License No.: 86186
Registered Address: IFZA Business Park, DDP. PO Box 342001, Dubai UAE
Customer Support: Support@trendexpress.ae |+971 52 9298723

1. OUR COMMITMENT TO YOU

 At Trend Express, we are committed to providing a seamless and trustworthy shopping experience. This Refund & Returns Policy outlines your rights and our obligations under UAE Federal Law No. 15 of 2020 on Consumer Protection, UAE VAT regulations, and IFZA commercial guidelines.

 By placing an order with us, you acknowledge and accept the terms of this policy.

2. YOUR RIGHT TO RETURN (UAE CONSUMER LAW) 

Under Article 13 of UAE Federal Law No. 15 of 2020, consumers have the right to return goods within a reasonable period if they are defective, non-conforming, or not as described.

 In addition to your statutory rights, Trend Express offers:

• 14-calendar-day return window from the date of delivery for most eligible items
•  Free return shipping for defective, damaged, or incorrect items
•  Full refund to original payment method, including 5% UAE VAT where applicable
•  Clear, transparent process with status updates via email

Note: This voluntary policy exceeds minimum legal requirements where beneficial to you.

3. ELIGIBLE RETURNS: CONDITIONS & PROCESS 

3.1 Items Eligible for Return

You may request a return if:

• The item is unused, unwashed, and in original condition with all tags, packaging, and accessories intact
•  You provide proof of purchase (order number, invoice, or confirmation email)
• The return request is submitted within 14 calendar days of delivery
• The item is not listed in the "Non-Returnable Items" section below

 3.2 How to Initiate a Return

• Log in to your Trend Express account → "Order History" → Select order → "Request Return"
  OR
• Email support@trendexpress.ae with your order number, item(s), and reason for return.
•  Receive Return Authorization: We will email a prepaid return label (for eligible returns) and instructions within 1 business day.
•  Pack & Ship: Securely pack the item(s) with original packaging and attach the return label. We will send you a designated courier.
• Track & Confirm: You will receive email updates when your return is received, inspected, and processed.

3.3 Inspection & Approval

•  Returned items are inspected within 3–5 business days of receipt at our IFZA fulfillment center.
•  Approval is subject to verification of condition, eligibility, and compliance with this policy.
•  You will be notified via email of the inspection outcome and next steps.

4. REFUND PROCESSING & TIMELINES 

4.1 Refund Method

•  Approved refunds are issued to the original payment method used at checkout.
•  For cash-on-delivery (COD) orders, refunds are processed via bank transfer to your verified UAE account.

4.2 Refund Timeline

Total estimated time 10 to 45 business days from return receipt

"Approved refunds will be credited to the original mode of payment. The refund process will be completed within 10 to 45 days, depending on the credit card issuing bank's processing times."

4.3 VAT Refunds

• Where UAE VAT (5%) was charged on your original order, the refund amount includes the proportional VAT reversal.
•  A revised tax invoice or credit note will be emailed to you for your records, compliant with UAE Federal Decree-Law No. 8 of 2017 on VAT.

5. NON-RETURNABLE ITEMS (UAE LAW EXCEPTIONS)

In accordance with Article 13(2) of UAE Consumer Protection Law and commercial best practices, the following items cannot be returned or refunded unless defective or delivered in error:

Defective or incorrect items in these categories remain eligible for replacement or refund.

6. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

 If you receive an item that is faulty, damaged during transit, or not what you ordered:

•   Contact us within 48 hours of delivery at support@trendexpress.ae with:

o Order number

o Clear photos/video of the defect, damage, or incorrect item

o Description of the issue

• We will arrange:

o Free prepaid return label

o Replacement shipment (subject to stock) OR full refund + return shipping reimbursement

o Priority inspection (within 24 hours of receipt)

• No restocking fees apply for our error or product defects.

 Your statutory rights under UAE law are not limited by this policy.

7. RETURN SHIPPING COSTS

 Scenario Who Pays Return Shipping?

Return shipping costs are non-refundable unless the return is due to our error.

8. EXCHANGES

 We offer size or color exchanges for eligible items under the following conditions:

• Requested within 14 days of delivery
•  Original item is unused, with tags and packaging intact
•  Replacement item is in stock at the original purchase price
•  Customer covers return shipping for the original item; we cover outbound shipping for the replacement

 To request an exchange: Follow the return process in Section 3.2 and note "EXCHANGE" in your request. We will hold the replacement item pending receipt of the return.

9. CROSS-BORDER & GCC ORDERS

 For orders shipped outside the UAE:

•  Return shipping costs and import duties are the customer's responsibility unless the return is due to our error.
•  Refunds are processed in AED; currency conversion fees may apply based on your bank.
•  Customs clearance delays may extend inspection and refund timelines.
• We recommend using tracked, insured courier services for international returns.

GCC (Gulf Cooperation Council) customers: Return procedures align with local consumer protection laws where more beneficial.

10. CANCELLATIONS & ORDER MODIFICATIONS 

• Before shipment: You may cancel your order anytime before it enters fulfillment by contacting support@trendexpress.ae. Full refund issued within 5 business days.
• After shipment: Cancellation is not possible. Please follow the return process upon receipt.
•  Order modifications (address, item changes) are subject to fulfillment status and may incur administrative fees if processed post-payment.

11. FRAUD PREVENTION & POLICY ABUSE

 To protect all customers and comply with UAE cybercrime regulations:

• We reserve the right to reject returns that show signs of wear, use, tampering, or substitution.
•  Repeated returns without valid cause may result in account review or restriction.
• Suspected fraud (e.g., false damage claims, return of counterfeit items) will be reported to UAE authorities and IFZA compliance units.

12. CONTACT & DISPUTE RESOLUTION

12.1 Customer Support

 For return inquiries, status updates, or policy clarification: 

Email: support@trendexpress.ae
Phone: +971 52 9298723 (Mon–Sat, 9 AM–6 PM GST)
Live Chat: Available on Website during business hours
Address: IFZA Business Park, DDP. PO Box 342001, Dubai UAE

12.2 Escalation & Regulatory Complaints

 If your concern is not resolved to your satisfaction within 7 business days, you may escalate to:

UAE Ministry of Economy – Consumer Protection: 800 1222

Dubai Department of Economy and Tourism (DET): consumerrights@dubaidet.ae | 600 545555

Filing a regulatory complaint does not affect your right to pursue civil remedies under UAE law.

13. GOVERNING LAW & LANGUAGE

• This Refund Policy is governed by the federal laws of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection and Federal Decree-Law No. 8 of 2017 on VAT.
•  Provided in English for convenience. In case of discrepancy, the Arabic version shall prevail before UAE courts, regulatory authorities, and IFZA compliance bodies.

14. POLICY UPDATES

We may update this policy to reflect legal changes, operational improvements, or customer feedback. Material changes will be posted on the Website with a revised "Last Updated" date. Continued use of our services constitutes acceptance of the updated policy.