Effective date: [1/11/2025]

Overview
At Modal Veil, your satisfaction and confidence are our highest priority. If a product is defective, damaged, or significantly different from its description, you are entitled to a return, exchange or refund in accordance with UAE laws — including the Consumer Protection Law (Federal Law No. 15 of 2020) and the Digital Trade Law.

Eligibility

• You may request a return or exchange within “14 days” from the date of delivery, if the item is unused, in its original condition, with all tags and packaging intact, and meets one of the following conditions:

  • It is defective or faulty.

  • It does not match the description, sample or model shown.

  • It was delivered incorrectly (wrong size, color or model).

• Please note: For hygiene and safety reasons, certain items (e.g., custom-made hijabs, headgear, or items without original packaging) may not be eligible for return unless faulty.

• Change-of-mind returns may be accepted at our discretion and may incur a restocking or shipping fee.

• We may refuse returns for items that show evidence of wear, misuse, washing, or are missing original tags or packaging.

Return Process

1. Contact our Customer Support at [info@modalveil.com] within the eligible period, quoting your order number and reason for return, and send photos if the item is damaged or incorrect.

2. Once approved, you will receive instructions and the return address. Please ship the item back using a trackable method.

3. We will inspect the returned item upon receipt, and will notify you of the approval or rejection of your refund/exchange within [Insert Timeframe, “5 business days”.

4. If approved, we will process your refund or replacement:

   • Refunds will be made to the original payment method within “5-10 business days”.

   • Exchange items will be dispatched once the return is approved and stock is available.

   • If a refund is due, we will notify you and issue it accordingly.

5. Return shipping costs:

   • If the return is due to our error (wrong item, defective, damaged, etc.), we will cover the return shipping cost.

   • If the return is due to change of mind, the customer will bear the shipping cost and may be subject to a restocking fee.

Refunds & Exchanges

• Approved refunds will be processed in UAE Dirham (AED) for UAE orders, or the currency used for purchase, and will be equal to the purchase amount minus any applicable delivery or restocking fees.

• Exchanges will be dispatched subject to stock availability; additional payment may be required if the chosen item has a higher price.

• We reserve the right to reject or limit returns/exchanges for promotional, clearance or heavily discounted items, unless faulty.

Amendments
We may update this policy at any time. We will notify you of material changes by posting a new version on our website and updating the “Effective date”.

Contact Us
For any queries about returns or refunds, contact:
Email: info@modalveil.com