Returns & Refund Policy

1. Introduction & Governing Framework

At Tizara ("Tizara", "we", "us", or "our"), we are dedicated to maintaining transparent, equitable, and legally compliant commerce standards across the United Arab Emirates.

This Returns & Refund Policy outlines the terms governing two distinct transaction categories:

• Tizara Platform Subscriptions (B2B): Software licenses, hosting plans, and service subscriptions purchased by merchants and business owners directly from Tizara.
• Merchant Storefront Orders (B2C): Physical goods and retail services purchased by consumers from independent merchant storefronts powered by the Tizara multi-tenant platform.

2. Tizara SaaS Subscription & Billing Policy

For merchants subscribing to Tizara e-commerce platform plans:

• 14-Day Free Evaluation Period: Merchants have access to our platform features and live admin sandbox to evaluate the software before paid subscription renewal.
• Billing Cycles: Subscriptions are billed in advance on a monthly or annual recurring basis in United Arab Emirates Dirhams (AED) or applicable local currency.
• Cancellation: Merchants may cancel their subscription at any time directly from the billing settings in the merchant dashboard. Cancellation takes effect at the conclusion of the current paid billing cycle.
• SaaS Refunds: Because cloud hosting, database allocations, and server resources are provisioned immediately upon upgrade, subscription fees are generally non-refundable once the billing cycle commences, except in cases of verified billing discrepancies or platform unavailability exceeding our Service Level Agreement (SLA).

3. Storefront Consumer Returns (UAE Law No. 15/2020)

In accordance with the UAE Consumer Protection Law and Dubai Department of Economy and Tourism (DET) consumer regulations, consumers shopping on Tizara-powered storefronts are entitled to clear, fair return and refund standards.

Independent merchants operating on Tizara are legally required to offer a minimum standard return window (typically 7 to 14 days from the date of item delivery) for all eligible, standard retail goods, unless explicitly exempt by UAE law.

4. Return Eligibility & Condition Requirements

To be eligible for a return and full refund on a storefront order, the purchased merchandise must meet the following statutory conditions:

• The return request must be initiated within the specified return period (minimum 7 days, or up to 14 days as stated on the merchant store policy) from delivery receipt.
• The item must be in its original, unused, unwashed, and undamaged condition.
• The product must be enclosed in its original manufacturer packaging with all brand tags, barcodes, user manuals, and complimentary accessories intact.
• A valid proof of purchase must be presented (e.g., electronic order confirmation, Tizara order reference, or official UAE VAT Tax Invoice).

5. Non-Returnable & Exempt Products

Under UAE Federal Law No. 15 of 2020 and standard commercial health & safety regulations, the following product categories are strictly non-returnable and non-refundable unless verified to be defective upon arrival:

• Personal Care & Hygiene Items: Cosmetics, perfumes, skincare products, underwear, swimwear, earrings, and personal grooming appliances once unsealed or opened.
• Perishable Goods: Fresh food items, beverages, flowers, and edible goods with a limited shelf life.
• Customized or Personalized Merchandise: Products manufactured or tailored specifically to unique customer specifications (e.g., custom engravings, tailored garments).
• Digital & Downloadable Products: Software licenses, digital vouchers, gift cards, and instant download media once redeemed or delivered.
• Clearance & Final Sale Items: Items explicitly designated as "Final Sale" or "As-Is Clearance" at the time of purchase, provided the customer was informed prior to checkout.

6. Damaged, Defective, or Mismatched Goods

If a consumer receives an item that is defective, damaged during transit, expired, or materially different from the product description displayed on the merchant storefront:

• Statutory Guarantee: Under Article 12 of UAE Federal Law No. 15 of 2020, the merchant must immediately offer the consumer the choice between a full refund, a brand-new replacement, or free repair of the defective item.
• Reporting Window: Consumers should notify the merchant or report the issue within 48 to 72 hours of delivery receipt, accompanied by photographic or video evidence of the defect or shipping damage.
• No Extra Fees: All courier return shipping charges for defective or incorrect deliveries are strictly borne by the merchant. The customer shall not incur any return shipping or restocking fees.

7. Refund Methods, VAT & Processing Timelines

Once a returned item is received and inspected by the merchant or fulfillment warehouse:

• Original Payment Method: Refunds are returned to the identical payment instrument utilized during checkout (Visa, Mastercard, American Express, Apple Pay, Mada, or direct banking gateway).
• Cash on Delivery (COD) Orders: For orders fulfilled via Cash on Delivery, refunds are disbursed via direct UAE bank transfer (IBAN) or merchant store credit, as agreed with the consumer.
• UAE 5% VAT: Any applicable 5% Value Added Tax (VAT) originally charged on the returned merchandise will be fully credited and reflected on the revised credit note invoice.
• Processing Timeline: Card refunds are typically initiated within 3 to 5 business days after return approval. Depending on the issuing bank (UAE local banks or international issuers), funds generally reflect in the cardholder account within 7 to 14 business days.

8. Return Shipping & Courier Logistics

Return logistics across Dubai, Abu Dhabi, Sharjah, and the northern Emirates operate as follows:

• Merchant-Arranged Courier Pickups: Many Tizara merchants provide integrated courier reverse-pickups through partner logistics carriers (e.g., Aramex, SMSA, DHL). The courier will collect the parcel from the customer's registered address.
• Drop-Off Returns: If the merchant operates physical retail premises in Dubai or the UAE, customers may be permitted to return eligible items directly in-store with their electronic invoice.
• Return Shipping Costs for Change of Mind: If a return is initiated solely due to customer preference / change of mind (where permitted by the merchant's policy), the customer may be responsible for the standard direct courier return fee (typically 15–25 AED within UAE).

9. Order Cancellations

Consumers may cancel their storefront order before the shipment is dispatched by the merchant:

• Pre-Dispatch Cancellation: If the order status is still "Processing" or "Pending", the order can be cancelled with a 100% full refund including all original shipping fees.
• Post-Dispatch Cancellation: Once an order has been handed over to the courier and assigned an active tracking number, the cancellation must be processed under the standard return procedure upon delivery.

10. Consumer Rights & Dubai DET Escalation

Tizara encourages amicable resolution of any commercial grievances between consumers and merchants. However, consumer protection is guaranteed under UAE law:

• Merchant Dispute First Step: Consumers should first reach out directly to the storefront merchant using the contact information provided on their store footer or order confirmation.
• Tizara Platform Mediation: If a merchant fails to respond within 5 business days or refuses statutory consumer remedies, consumers may submit a report to hello@tizara.ae.
• Dubai DET Consumer Protection: In the event of an unresolved dispute, consumers in Dubai have the right to lodge a formal complaint with the Dubai Department of Economy and Tourism (DET) via consumerrights.ae or the Dubai Consumer hotline (600 545555).

11. Contact & Customer Support

For any inquiries regarding this Returns & Refund Policy, merchant guidelines, or SaaS subscription assistance, please contact our support team: