At Dar Al Hay, customer satisfaction is our highest priority. We take great pride in the quality, craftsmanship, and attention to detail in every product we offer. Our goal is for you to be completely satisfied with your purchase.

Please review the policy below to understand our terms for refunds and exchanges.

1. Exchange Policy

We accept exchanges under the following conditions:

• Timeframe: Exchange requests must be made within 7 days of receiving your item.
  
  
• Condition: Items must be unused, unwashed, in their original packaging, and include all original tags and receipts.
  
  
• Eligible Items:
  
  
  • Ready-made attire (such as kandoras or thobes)
    
    
  • Unworn sandals
    
    
  • Accessories (such as caps or polos)
    
    
• Ineligible Items:
  
  
  • Custom-tailored garments
    
    
  • Used or worn items
    
    
  • Perfumes or personal care products (for hygiene reasons)
    
    

Note: Custom orders cannot be exchanged unless there is a manufacturing defect or an error on our part.

2. Refund Policy

We do not offer cash refunds. However, if your product qualifies for return, we will provide:

• Store credit equal to the value of your purchase, valid for 6 months.
  
  
• Refunds will only be issued in exceptional cases, such as out-of-stock items or failed deliveries, and will be processed to the original payment method.
  
  

3. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item:

• Contact our customer service team within 48 hours of receiving your order.
  
  
• Include clear photos of the item and your order number.
  
  
• We will arrange for a replacement or issue store credit, depending on product availability.
  
  

4. Return Shipping

• Customer-initiated exchanges: Return shipping costs are the customer’s responsibility.
  
  
• Defective or incorrect items: Dar Al Hay will cover the return shipping expenses.
  
  

5. In-store Purchases vs Online Orders

This policy applies to both online and in-store purchases. For in-store purchases, exchanges must be completed at the same or nearest branch location.

6. How to Request an Exchange

To initiate an exchange, please email us at info@daralhay.ae with your order number and reason for the exchange. Our support team will guide you through the process.