Returns and Exchange Policy

This policy explains how to return or exchange a product bought on uae.notmade.in from HOUSE OF NOTMADE STUDIO FZE LLC ("NOTMADE", "we", "us"). It does not limit your rights under Federal Law No. 15 of 2020 on Consumer Protection, including your rights if a product is defective.

#1. THE 7-DAY WINDOW

You can ask for a return or an exchange within 7 days of the date your order is delivered. The delivery date is the one recorded by our courier partner and shown on your order.

#2. UNBOXING VIDEO

An unboxing video is required for every return or exchange request.

• Start recording before you open the parcel, with the shipping label visible.
• Record in one continuous video, without cuts, until the product and everything in the parcel can be clearly seen.
• Upload the video to the order from Track order or your account, within the 7-day window.

Without an unboxing video, we cannot review a claim for a missing, wrong or damaged item, and may decline the request.

#3. CONDITION OF THE ITEM

To be accepted, a returned or exchanged item must be:

• Unused, unwashed and unworn, apart from trying it on.
• In its original condition, with all original tags attached.
• Returned with its original packaging, box, accessories, manuals and any free items that came with it.

Gadgets and electronics must be returned with their original seals where the product came sealed, unless the request is for a defect.

#4. EXCHANGES

You can exchange an item for a different size, or for the same item if yours is defective. Exchanges are subject to stock. If the size or item you want is not in stock, we will offer you a refund under our Refund Policy instead.

#5. ITEMS THAT CANNOT BE RETURNED

Unless they are defective, damaged or not as described, we cannot accept returns of:

• Innerwear, swimwear, socks, earrings and other items worn on or in the body where hygiene seals or liners are removed.
• Personal care and beauty products that have been opened.
• Gift cards.
• Products marked as final sale or non-returnable on their product page.

#6. HOW TO RETURN OR EXCHANGE: STEPS AND TIMELINES

1. Record your unboxing video when the parcel arrives.
2. Within 7 days of delivery, open the order from your account or from Track order, choose return or exchange, select the item and reason, and upload the video.
3. We review your request and reply by email or WhatsApp within 2 business days.
4. If approved, we arrange a courier pickup from your address, usually within 3 business days. Pack the item in its original packaging and hand it to the courier.
5. We inspect the item within 2 business days of receiving it.
6. If it passes inspection, we dispatch your exchange (subject to stock) or issue your refund under our Refund Policy. If it does not pass inspection, we tell you why and send the item back to you.

#7. COSTS

If the return or exchange is because the item is defective, damaged, wrong or not as described, we cover the pickup and any re-delivery. For any other reason, the original shipping fee is not refunded.

#8. DAMAGED, WRONG OR MISSING ITEMS

If your parcel arrives damaged, or an item is wrong or missing, tell us within 7 days of delivery with your unboxing video. Where the claim is confirmed, we will replace the item (subject to stock) or refund you, at no cost to you.

#9. CONTACT

Questions about a return or exchange: care@notmade.in, or message us on WhatsApp from the Contact us page.