Refund policy

Last Updated: August 16, 2026

We want you to be completely satisfied with your purchase. If you are not satisfied, we are here to help you with your return, replacement, or refund in accordance with the guidelines below.

1. Return Eligibility

To qualify for a return and refund, the following criteria must be met:

  • The return request must be initiated within 14 days of receiving your shipment.
  • The item must be unused, unworn, unwashed, and in the exact same condition that you received it.
  • The item must be in its original packaging with all security tags, seals, labels, and accessories intact.
  • Proof of purchase (order confirmation or invoice) is required for all return requests.

2. Non-Returnable & Non-Refundable Items

The following categories cannot be returned or refunded:

  • Gift cards and downloadable digital products.
  • Items marked as "Final Sale," "Clearance," or "Non-Returnable" at the time of purchase.
  • Perishable goods, personal care items, or products where hygiene is a factor once the protective seal is broken.
  • Customized or personalized orders.

3. How to Initiate a Return

  1. Submit a Request: Contact our support team at support@orest.ae or call +7105227164637 with your Order ID, reason for return, and clear photographs/videos of the item and packaging.
  2. Review & Approval: Our team will review your request within 1–2 business days and provide a Return Merchandise Authorization (RMA) along with return instructions.
  3. Dispatch Package: Ship the item back to our designated facility:
  4. Return Address: Warehouse #45, Street 17B, Al Khabaisi, Deira, Dubai, UAE

4. Inspection and Refund Process

  • Inspection: Once your returned item arrives at our warehouse, our quality assurance team will inspect the item within 2–3 business days to verify eligibility.
  • Refund Approval: If approved, your refund will be processed automatically to your original method of payment.
  • Processing Timeline: Depending on your card issuer or banking institution, funds typically reflect in your account within 5 to 10 business days.
  • Shipping Fees: Original shipping charges are non-refundable unless the return is due to our error (e.g., wrong or defective item).

5. Damaged, Defective, or Incorrect Items

  • If your order arrives damaged, defective, or incorrect, notify us within 48 hours of delivery.
  • Email support@orest.ae with your order number and clear photos of the damaged item and original shipping box.
  • We will arrange an immediate replacement or full refund at no additional shipping cost to you.

6. Order Cancellations

  • Orders may be canceled free of charge before they have been processed and dispatched from our warehouse.
  • If your order has already shipped, it cannot be canceled and must follow the standard return process once received.