Last Updated: August 8, 2025

This policy applies to all purchases made through our website.

At Hekaaya Reem Fashion, we want you to love your purchase. Our policy is designed in compliance with the UAE Consumer Protection Law (Federal Law No. 15 of 2020).

1. Return Conditions

• Return requests must be submitted within 7 days of receiving your order.
• Items must be unused, unwashed, unstitched, and in their original packaging with tags attached.
• Proof of purchase (order confirmation or invoice) is required.

2. Non-Returnable Items

• Sale or promotional items.
• Customized or tailored products.

3. Damaged or Incorrect Products

• If you receive a damaged, defective, or incorrect item, you are entitled to a free replacement or store credit (gift card) of equal value.
  
• You must notify us within 48 hours of receiving the order and provide clear images of the defect.
• If a replacement is unavailable, store credit will be issued.
  

4. Return Process

• Contact us via email at care@hekaaya.com or WhatsApp at ‪+971 58 685 7733‬.
• Provide your order number, reason for return, and images (if applicable).
• Provide your order number, reason for return, and images (if applicable).

5. Refunds & Store Credit / Gift Card

• All approved refunds are issued as a Hekaaya gift card/store credit only.
  
• We do not process refunds to original payment methods (credit card, Apple Pay, etc.).
  
• Store credit will be issued within 7–14 business days after the item has been received and inspected.
• Delivery fees are non-refundable unless the product is damaged or incorrect.
  

6. Exchanges

• Exchanges depend on product availability.
• If the requested item is not available, you will receive a gift card/store credit instead.
• Store credit can be used on any future purchase and is valid only on our website.