Return and Refund Policy

Al Saber Tailoring LLC
Effective Date: February 8, 2026
Last Updated: February 8, 2026

1. Introduction

At Al Saber Tailoring, we take pride in delivering high-quality custom tailoring services. This Return and Refund Policy explains your rights and our responsibilities in accordance with UAE Consumer Protection Law.

This policy complies with:

UAE Federal Law No. 15 of 2020 on Consumer Protection (as amended by Federal Decree-Law No. 5 of 2023)
UAE Federal Decree-Law No. 14 of 2023 on E-Commerce
UAE Commercial Transactions Law

As required by UAE law, this policy is displayed clearly in our store and on our website.

2. Understanding Custom Tailoring Services

Important: The majority of our services are custom-made or altered to your specific measurements and preferences. Under UAE Consumer Protection Law, custom-made items are generally non-returnable and non-refundable except in cases of defects or non-conformity.

2.1 Service Categories

Our services are categorized as follows:

| Category | Return/Refund Eligibility | |----------|--------------------------| | Custom-Made Items | No returns (except for defects) | | Alterations | No refunds (quality guarantee applies) | | Ready-to-Wear | Exchange only (within 7 days) | | Fabric/Materials | Case-by-case basis |

3. Custom-Made Items Policy

3.1 What Are Custom-Made Items?

Bespoke suits, kanduras, thobes tailored to your measurements
Custom abayas, jalabiyas with personalized design
Wedding gowns and formal wear made to order
Any garment cut and sewn specifically for you

3.2 No Returns or Refunds (Except for Defects)

UAE Consumer Protection Law states: "A consumer cannot claim a return or refund for custom-made products unless there is a defect or the service was not carried out according to agreed specifications."

Therefore:

❌ No returns due to "change of mind"
❌ No refunds if measurements were provided incorrectly by customer
❌ No refunds if customer's body size changed after measurement
❌ No refunds if customer simply doesn't like the final result (when made to specifications)

3.3 Exceptions - When Returns/Refunds ARE Available

✅ Defective Workmanship:

If there are clear tailoring errors (crooked seams, uneven stitching, missing buttons, etc.)
If garment falls apart due to poor construction

✅ Material Defects:

If fabric provided by us has manufacturing defects (tears, holes, discoloration)
Note: Natural fabric variations are NOT defects

✅ Non-Conformity:

If finished garment significantly differs from agreed specifications
If wrong fabric or color was used
If design elements are missing or incorrect

Remedy Options (in order of preference):

Free correction/alteration (most common)
Remake of the garment (for severe issues)
Partial refund (if complete satisfaction not achievable)
Full refund (only in extreme cases where remedy is impossible)

4. Alteration Services Policy

4.1 No Refunds for Started Work

Once we begin altering your garment, no refunds are available
This is because the original garment has been permanently modified

4.2 Quality Guarantee

If alterations are not completed to agreed specifications:

✅ Free re-alteration until correct
✅ Expert assessment if there are concerns
❌ Refunds only if correction is impossible and garment is damaged due to our error

4.3 Customer-Provided Garments

For alterations on garments you bring to us:

We inspect the garment before starting work
We inform you of any existing damage or fabric issues
We are not responsible for:
- Pre-existing damage becoming worse
- Fabric tearing due to age/weakness
- Color fading or shrinkage during pressing
- Hidden defects not visible during initial inspection

By approving the alteration, you accept these risks.

5. Ready-to-Wear Items Policy

5.1 Exchange Only (No Refunds)

For ready-to-wear items we sell:

Exchange period: Within 7 days of purchase
Condition requirements:
- Item must be unworn and unwashed
- All original tags must be attached
- Item must be in original packaging
- Receipt or proof of purchase required

5.2 Exchange Terms

Exchange for different size or different item of equal value
If exchanging for higher-value item: pay the difference
If exchanging for lower-value item: store credit only (no cash refund)

5.3 Items Excluded from Exchange

Underwear, intimate apparel (for hygiene reasons)
Customized or monogrammed items
Sale/clearance items (unless defective)
Items purchased more than 7 days ago

5.4 Defective Ready-to-Wear Items

If a ready-to-wear item is defective:

Within 7 days: Full refund or exchange
Within 30 days: Exchange or store credit
After 30 days: No remedy available (unless covered by manufacturer warranty)

Proof of defect required: Photos or in-person inspection

6. Fabric and Materials

6.1 Fabric Purchased Separately

If you purchase fabric from us without a tailoring service:

Exchange within 14 days if fabric is defective (tears, weaving errors, color defects)
Fabric must be uncut and in original condition
No returns if you simply change your mind about color/pattern

6.2 Excess Fabric from Custom Orders

Any excess fabric from your custom order belongs to you
We will return it upon request (free within 30 days)
After 30 days: Excess fabric may be disposed of

7. Uniforms and Bulk Orders

7.1 Corporate / School Uniforms

Special Terms Apply:

Uniform orders are governed by a separate agreement signed before production
Generally non-refundable once production begins (fabrics are cut to order)
Quality inspection before shipment

7.2 Defect Resolution for Bulk Orders

If uniforms are defective:

Report within 3 days of delivery
We will inspect the defect
Remedies:
- Remake defective pieces (most common)
- Partial refund for defective units
- Discount on future orders (if acceptable to client)

Bulk orders cannot be returned due to "change of mind" or design preferences once production starts.

8. Deposits and Cancellations

8.1 Deposit Policy

For custom orders, we require a 50% deposit to begin work:

Deposit confirms your order and reserves tailor time
Work begins immediately upon deposit (fabric ordering, pattern creation)

8.2 Cancellation Before Fabric Cutting

If you cancel before we cut fabric: 50% of deposit is forfeited (to cover design, measurement, and consultation time)
Remaining 50% refunded within 7-14 business days

8.3 Cancellation After Fabric Cutting

If you cancel after fabric is cut: Deposit is fully forfeited
No refund available because fabric is now custom-cut for you and cannot be used for other customers
You may still proceed with the order and pay the balance, or forfeit the deposit

8.4 Full Payment Before Delivery

If you have paid in full and then wish to cancel, same rules apply:
- Before cutting: 50% refund
- After cutting: No refund (item is custom-made)

9. How to Request a Return or Refund

9.1 Step-by-Step Process

Step 1: Contact Us Within the Timeframe

For defects: Within 7 days of delivery (strict deadline)
For ready-to-wear exchange: Within 7 days of purchase
After the deadline, no claims will be accepted

Contact Methods:

Phone: +971 50 677 4259
WhatsApp: +971 50 677 4259 (fastest response)
Email: returns@alsabertailoring.ae
In-person: Visit our Dubai location

Step 2: Provide Order Information

Order number or invoice number
Date of purchase
Item description
Photos of the defect (required for remote claims)

Step 3: Inspection

We will inspect the item (in-store or via photos)
Inspection takes 1-3 business days
We may request you bring the item to our store for detailed inspection

Step 4: Resolution

If claim is valid, we will offer appropriate remedy:
- Free correction/alteration
- Remake of garment
- Partial or full refund (in extreme cases)
If claim is not valid, we will provide explanation

Step 5: Completion

Alterations/corrections: Completed within 5-7 days
Remakes: Follow standard processing time for that item
Refunds: Processed within 14 business days

10. Refund Processing

10.1 Approved Refund Timeline

Cash payments: Refund via cash or bank transfer within 7 business days
Card payments: Refund to original card within 14 business days
Bank transfer: Refund processed within 7 business days (bank processing may add 2-5 days)

10.2 Partial Refunds

In some cases, a partial refund may be offered:

If garment can be corrected but customer prefers refund
If material defect affects only part of the garment
If service was completed but customer is partially dissatisfied (at our discretion)

Partial refund amount determined case-by-case based on severity.

10.3 Store Credit

Instead of a cash refund, we may offer store credit:

Value: Equal to or greater than refund amount
Validity: 12 months from issue date
Usage: Any Al Saber Tailoring services
Non-transferable: Cannot be used by another person

11. What Is NOT Covered

11.1 Excluded from Refund/Return

❌ Change of Mind:

"I don't like the color anymore"
"I found a better price elsewhere"
"I changed my mind about the design"

❌ Customer Error:

Incorrect measurements provided by customer
Weight gain or weight loss after measurement
Customer missed fitting appointments

❌ Normal Wear and Tear:

Fading after multiple washes
Loose buttons after extended use
Hem coming undone after months of wear

❌ Improper Care:

Damage from incorrect washing/drying
Stains from customer use
Alterations done by another tailor

❌ Buyer's Remorse:

"My family doesn't like it"
"I don't have an occasion to wear it"
"It's not exactly what I imagined"

11.2 Important Note on Bespoke Services

Bespoke tailoring is a collaborative process between you and our tailors:

You approve fabric, design, and measurements before we start
Fittings are scheduled to ensure perfect fit
Final approval before completion

By participating in this process and approving each stage, you accept the final product as made to your specifications.

12. Quality Guarantee

While we cannot offer refunds for custom items without defects, we DO guarantee:

✅ Craftsmanship Quality:

All work completed by skilled tailors
Quality control inspection before delivery
Professional finishing and presentation

✅ Fabric Quality:

We use only genuine, premium fabrics
Fabrics sourced from reputable suppliers
Care instructions provided for all garments

✅ Fit Guarantee (for 30 days):

If a custom garment doesn't fit due to our tailoring error, we will re-alter for free
Applies within 30 days of delivery
Does not apply if your measurements have changed

13. Dispute Resolution

13.1 Informal Resolution (Preferred)

We encourage customers to discuss concerns with us directly:

Most issues can be resolved through communication
Our goal is customer satisfaction
We will work with you to find a fair solution

13.2 Escalation Process

If you remain unsatisfied:

Step 1: Request to speak with a senior manager Step 2: We will conduct an independent review of your case Step 3: Final decision provided within 10 business days

13.3 UAE Consumer Rights Authorities

If you believe we have violated your consumer rights:

Dubai Department of Economy and Tourism (DET):

Website: consumerrights.gov.ae
Email: customercare@dubaided.gov.ae
Hotline: 600 545 555

UAE Ministry of Economy:

Website: moet.gov.ae
Consumer Protection Hotline: 600 522 225

Your Legal Rights: Nothing in this policy affects your statutory rights as a consumer under UAE Federal Law No. 15 of 2020 on Consumer Protection.

14. Special Situations

14.1 Wedding Gowns and Formal Wear

Due to the significant time and effort invested:

Multiple fittings are scheduled to ensure perfect fit
Cannot be cancelled after second fitting
Deposits non-refundable after first fitting
Final alterations are FREE (within 30 days)

14.2 Gifts and Third-Party Purchases

If someone else ordered for you:

Exchanges follow same policy as regular purchases
Refunds (if applicable) will be issued to original purchaser
Gift recipient must provide gift receipt or order number

15. Return and Refund Exceptions During Exceptional Circumstances

In extraordinary situations (pandemic, natural disaster, government lockdown, etc.):

Return/refund timelines may be extended
We will announce policy adjustments via website and social media
Customer communication will be proactive

16. Contact Us for Returns/Refunds

Al Saber Tailoring LLC

Returns and Refunds Department:

Email: returns@alsabertailoring.ae
Phone: +971 50 677 4259
WhatsApp: +971 50 677 4259 (Preferred for quick claims)
Address: [Your Complete Business Address], Dubai, UAE

Business Hours:

Saturday to Thursday: 9:00 AM – 9:00 PM
Friday: 2:00 PM – 9:00 PM

Please have your order number ready when contacting us.

17. Policy Updates

This Return and Refund Policy may be updated from time to time to reflect changes in UAE law or our business practices.

Changes will be communicated via:

Updated "Last Updated" date on this page
In-store notice
Email notification (for registered customers)

18. Acknowledgment

By using Al Saber Tailoring services, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.

This policy is displayed prominently in our store and on our website as required by UAE Consumer Protection Law.

Last Reviewed: February 8, 2026