Refund & Return Policy

1. Legal Basis (UAE Consumer Protection Law)

This policy complies with Federal Law No. 15 of 2020 on Consumer Protection and the Ajman Free Zone E-Commerce Regulations.
It protects customers’ rights to return or replace a product that is defective, damaged, non-conforming, or incorrectly supplied.

2. Eligibility for Return

You may request a return within seven (7) days of receiving your order if all the following apply:

●      The product is in original condition, unused, unworn, and unwashed.

●      All labels, tags, and packaging are intact.

●      Proof of purchase (order ID / invoice) is available.

●      The item is not listed as non-returnable.

3. Non-Returnable Items

For hygiene, safety, and legal reasons, these cannot be returned or refunded:

●      Earrings and body-contact jewellery.

●      Personal-care and cosmetic items once opened.

●      Perishable goods or food items.

●      Products marked “Final Sale” or “Non-Returnable.”

●      Items damaged by misuse or lacking original packaging.

●      Digital downloads or virtual products (if applicable).

4. Return Procedure

1. Email Request: Email support@kalessie.com within 7 days of delivery.
2. Provide Details: Include order number, item(s), and reason for return.
3. Attach Photos: Show the product condition and any defect/damage.
4. Approval: You will receive return authorization instructions by email.
5. Shipping: Customer bears return shipping cost unless the error was ours (e.g., wrong or defective item).

5. Inspection and Refund Timeline

●      Inspection within 3 business days of receipt.

●      If approved, refund initiated within 7–10 business days to the original payment method (Mamo Pay, Tap Payments, Stripe UAE).

●      Refund time may vary by bank processing cycle.

●      Shipping fees and customs charges are non-refundable unless the error was ours.

6. Refund Limitations and Force Majeure

Refunds are not issued for delays caused by courier issues, customs clearance, or events beyond Kalessie’s control.
If inspection reveals signs of use or tampering, the refund may be rejected.

7. Contact Information

Email: support@kalessie.com  

Legal Entity: Rihala F.Z.C. 

Address: B.C. 1306394, Ajman Free Zone C1 Building, Ajman UAE

8. Governing Law and Jurisdiction

This policy is governed by the laws of the United Arab Emirates and the Ajman Free Zone Authority.
All disputes shall be subject to the exclusive jurisdiction of the Ajman Federal Court of First Instance.

 

© Rihala F.Z.C. 2025 | Ajman Free Zone | All Rights Reserved