Returns and Refunds

Consumer Rights Override

Nothing in this policy limits or excludes any rights granted to consumers under applicable UAE laws, including rights relating to defective, damaged, incorrectly supplied, or non-conforming products.

1. The Return & Exchange Window & Process Timings

To ensure operational efficiency, all returns and exchanges must adhere to the following precise timeline:

• Submission Window: You have 14 days from the exact date of delivery to submit a formal return or exchange request via support@mtb.ae. You must explicitly include your Order Number in the request to initiate verification.
• Collection Timing Window: Once your return request is verified, our courier will contact you to schedule a pickup. Pickups are conducted within 2–3 business days of approval, operating between 9:00 AM – 10:00 PM.
• Inspection Window: Upon arriving back at our central fulfilment hub, your items undergo a mandatory quality-control inspection. This process takes 2–3 business days from the time the hub receives the package.

2. Condition & Hygiene Requirements

• General Condition: To be eligible for a refund, items must be entirely unworn, unwashed, unaltered, and returned in their intact original packaging with all tags securely attached.
• Hygiene Restricting Note: For public health, hygiene, and safety reasons, intimate apparel—including sports bras, underwear, or any opened fabric accessories cannot be returned or exchanged unless defective or as otherwise required by applicable law.
• Delicate & Thin Fabrics Note: Because our signature ultra-thin garments are exceptionally delicate, they are subject to a meticulous inspection. If the return inspection determines that the item does not meet the return eligibility requirements (for example, signs of stretching, fabric snagging, cosmetic/deodorant marks, or perfume scents), the return request will be rejected. In that case, the customer may arrange collection of the item at their expense, or the item may be re-shipped to the customer subject to applicable shipping fees. Meant To Be Boutique will not retain both the item and the payment.

3. Shipping Costs & Financial Liability

The customer bears the return and exchange logistics fees for change-of-mind and personal-preference requests. Meant To Be Boutique will not absorb costs associated with returns or exchanges resulting from a change of mind, except as stated below or as required by law.

• Customer-Driven Returns: For any return due to personal preference, style adjustments, or size selection, the full courier booking fee (AED 20.00 for standard areas or AED 35.00 for remote areas) will be calculated and directly deducted from your final product refund.
• Customer-Driven Exchanges (The 3-Step Fee Cycle): For any exchange request driven by customer preference, the customer is responsible for all transactional shipping legs required to complete the cycle. Meant To Be Boutique does not offer complimentary exchange logistics in such cases. The structural cost breakdown based on location is as follows:

Example Exchange Cost Breakdown (Within Primary City Limits):

• Initial Shipment: AED 20.00 paid by the customer at checkout when placing the original order.
• The Return Leg: AED 20.00 borne by the customer to have the courier collect the original item from their location and bring it back to our hub.
• The Re-Shipment Leg: AED 20.00 borne by the customer to ship the new replacement item back out to their location.
• Total Cycle Cost: AED 60.00 total logistics spend borne by the customer (or AED 105.00 total spend if located within a designated Remote Delivery Zone).

• Collection of Exchange Fees: To settle the required transactional logistics fees for your exchange (the return leg + the re-shipment leg), a secure payment link will be emailed/WhatsApped to you to complete the payment online, upon delivery of your replacement items.
• Boutique Error & Defective Products Exception: Where a product is confirmed to be defective, damaged upon arrival, materially different from its description, or incorrectly supplied, Meant To Be Boutique will bear the reasonable return shipping costs and provide, at its discretion and in accordance with applicable law, a replacement, repair, store credit, or refund. Any such arrival defects must be reported with clear photographic evidence within 48 hours of delivery.

4. The Refund Processing Time

• Approval Notice: Once your return passes our quality inspection, an official refund approval notice will be generated and emailed to you.
• Bank Processing Timeline: Approved product refunds will be processed back to your original payment method. While we initiate this instantly upon approval, it typically takes 7–14 business days to reflect in your account, depending entirely on your bank's processing times.
• Non-Refundable & Deducted Fees: Original shipping fees paid at checkout (the AED 20.00 standard delivery fee or the AED 35.00 remote zone delivery fee) and payment processing fees are non-refundable for customer-preference or change-of-mind returns. This limitation does not apply where the return results from a defective, damaged, or incorrectly supplied product, in which case shipping fees are refunded in accordance with applicable law. Additionally, for all customer-driven returns, the return courier booking fee (AED 20.00 or AED 35.00 based on your location) will be automatically deducted from your final product refund amount as stated in Section 3.

5. Sale & Promotional Items

Items purchased during clearance sales, final sales, promotional campaigns, or marked as non-returnable are not eligible for return or refund unless defective or otherwise required by applicable law.

6. Evidence Requirements

The Company may request photographs, videos, proof of delivery, packaging evidence, or additional information before approving a return, exchange, or refund request.

7. Refusal of Service & Abuse Prevention

We reserve the right to refuse returns, exchanges, refunds, or future orders where we reasonably believe there has been abuse of the returns process, fraudulent activity, chargeback abuse, or violation of these policies.

8. Force Majeure

Delivery, collection, exchange, and refund timelines may be extended due to circumstances beyond our reasonable control, including courier delays, governmental restrictions, public holidays, severe weather conditions, system outages, or other force majeure events.

9. Escalation

If you are dissatisfied with the outcome of a return assessment, you may contact our customer support team for a secondary review.

10. Governing Law

This policy shall be governed by and construed in accordance with the laws of the United Arab Emirates.