Refund policy
1. Returns and Exchanges
MS Brand offers a 7-day return policy with free return shipping for eligible orders within the United Arab Emirates.
Customers may request a return or exchange within 7 calendar days of receiving their order.
To qualify for a voluntary return or exchange, the following conditions must be met:
- The product must be unused, unworn, and in its original condition.
- The product must be returned with its original packaging and all included accessories.
- The product must not have been damaged due to misuse, improper handling, or negligence.
- The customer must provide proof of purchase, such as an order number, receipt, or order confirmation.
Returns requested after the 7-day period may not be accepted unless otherwise required by applicable UAE consumer protection laws.
2. Free Return Shipping
MS Brand provides free return shipping for all eligible returns within the United Arab Emirates.
Customers will not be charged return shipping fees when returning an eligible product within the applicable return period.
Once a return request has been approved, our customer service team will provide instructions for arranging the return shipment.
MS Brand will cover the cost of return shipping using our designated delivery or courier service.
Customers who arrange their own return shipping without prior authorization may not be eligible for reimbursement of those shipping expenses.
No restocking fees will be charged for eligible returns.
3. Damaged, Defective, or Incorrect Products
We carefully inspect our eyewear before dispatch to ensure that customers receive products in excellent condition.
If you receive an item that is damaged, defective, or different from what you ordered, please contact our customer support team as soon as possible.
To help us process your request, please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging, where reasonably available.
After reviewing your request, we will provide an appropriate resolution, which may include:
- A replacement product.
- An exchange.
- A repair, where appropriate.
- A full or partial refund, as applicable.
MS Brand will cover the reasonable return shipping costs associated with verified defective, damaged, or incorrectly supplied products.
Customers' statutory rights concerning defective or non-conforming products are not limited by our voluntary 7-day return period.
4. Refund Process
Once we receive and inspect a returned product, our customer service team will notify the customer whether the refund has been approved.
If the refund is approved:
- MS Brand will initiate the refund to the original payment method used during checkout.
- We aim to initiate approved refunds within 3 business days of approval.
- Refunds will be processed through our authorized payment service provider.
- The time required for the refunded amount to appear in the customer's account will depend on the payment provider and the customer's bank.
- Customers will be notified once their refund has been initiated.
If a refund has not appeared within 14 business days after processing, customers are encouraged to contact our customer support team for assistance.
All refunds will be processed in United Arab Emirates Dirhams (AED).
MS Brand does not charge restocking fees for eligible returns.
5. Order Cancellations
Customers may request to cancel their orders before they have been dispatched.
To request an order cancellation, please contact our customer service team as soon as possible and provide your order number.
If the order has not yet been shipped, we will review the cancellation request and confirm whether cancellation is possible.
If payment has already been collected, approved cancellations will be refunded to the original payment method.
Once an order has been dispatched, cancellation of the shipment may no longer be possible.
In such cases, customers may request a return after receiving the product, subject to the eligibility requirements outlined in this policy.
Order cancellations are handled by our customer support team and are not automatically processed through the website.
6. Exchanges
Customers may request an exchange within 7 calendar days of receiving their order.
To be eligible for an exchange, the product must meet the conditions outlined in Section 1.
Exchanges are subject to product availability.
If the requested replacement product is unavailable, customers may choose an available alternative or request an eligible refund.
If the replacement product has a different price, any price difference will be communicated to the customer before confirming the exchange.
MS Brand provides free return shipping for eligible exchanges within the UAE. Any applicable delivery charge for shipping the replacement product will be communicated before the exchange is confirmed.
7. Non-Returnable Items
For voluntary returns, the following items may not be eligible:
- Products that have been worn, used, or damaged by the customer.
- Products that are not in their original condition.
- Products returned without their original packaging or included accessories.
- Products damaged due to improper handling, misuse, or negligence.
- Products returned outside the 7-day voluntary return period.
These restrictions do not apply where customers are entitled to remedies under applicable UAE consumer protection laws, including for defective, damaged, incorrectly supplied, or otherwise non-conforming products.
8. Refunds for Cancelled or Unavailable Orders
If an ordered product becomes unavailable after payment has been completed, MS Brand will contact the customer to offer an alternative product or a refund.
Customers may choose to accept an alternative product or receive a refund for the unavailable item.
If MS Brand cancels an order after payment has been collected, the amount paid for the cancelled order will be refunded to the original payment method.
Customers will not be charged cancellation or restocking fees for orders cancelled by MS Brand.
9. Refund Currency and Payment Method
All transactions on the MS Brand website are processed in United Arab Emirates Dirhams (AED).
Refunds will be issued in AED through the original payment method used for the purchase.
Refund processing times may vary depending on the payment service provider, card issuer, and customer's bank.
Where applicable, currency conversion differences or fees independently charged by a customer's bank or card issuer may affect the amount received in another currency.
10. Consumer Protection and Applicable Law
MS Brand operates in the United Arab Emirates and is committed to complying with applicable UAE consumer protection laws and regulations.
We strive to ensure that customers receive accurate product information, transparent pricing, and fair return and refund procedures.
Nothing in this policy excludes, limits, or overrides any mandatory consumer rights or remedies provided under applicable UAE law.
Where applicable law provides customers with greater protection than the terms outlined in this policy, the relevant legal requirements will prevail.
11. Contact Information
For returns, refunds, exchanges, cancellations, or any questions regarding your purchase, please contact our customer service team.
MS Brand
Email: Moamen20444@gmail.com
Phone: +971 56 743 0111
Location: Ajman, United Arab Emirates
Our customer support team will review your request and provide assistance with the appropriate return, exchange, cancellation, or refund procedure.