Refund policy

We want you to be happy with your Safrah purchase. If something isn't right with your order, please contact us and we'll do our best to help.

14-Day Returns

We have a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.

To be eligible for a return, the item must:

Be unused and in the same condition in which you received it.
Be unopened where the product is sealed or intended for personal or hygiene use.
Include all original tags, accessories, components and packaging.
Be accompanied by the order number, receipt or other proof of purchase.

To request a return, please contact us at sales@safrah.ae with your order number and reason for the return.

Please do not send any item back to us before your return request has been approved and you have received return instructions from us. Items returned without prior approval may not be accepted.

Return Shipping

For returns due to a change of mind or where the customer has ordered the wrong item, return shipping costs are the responsibility of the customer.

If you receive an incorrect, defective or damaged item, Safrah will cover the reasonable cost of returning or replacing the item where applicable.

Original delivery charges are generally non-refundable for change-of-mind returns.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as you receive it.

If your order arrives damaged, defective, incomplete or you receive the wrong item, please contact us at sales@safrah.ae as soon as possible.

Please include your order number and clear photographs or videos of the item and its packaging where possible so that we can assess the issue quickly.

If the claim is approved, we will arrange an appropriate solution, which may include a replacement, refund or other remedy as applicable.

Hygiene & Personal-Use Products

For health and hygiene reasons, certain products cannot be returned once their packaging or hygiene seal has been opened, unless the product is defective, damaged, incorrect or otherwise eligible for a remedy under applicable law.

This may include, but is not limited to:

Disposable bed sheets and pillow covers
Disposable airplane seat covers
Disposable towels
Wet wipes and personal hygiene products
Toilet seat covers
Masks and similar personal-use items
Hygiene kits and hygiene-related products
Other sealed disposable or personal-use products

If these products remain unopened, unused and in their original sealed packaging, they may be eligible for return within the 14-day return period.

Bundles & Sets

Products sold as part of a bundle or set must normally be returned complete, including all items included in the original bundle.

Individual items from a bundle cannot normally be returned separately unless the individual item is defective, damaged or incorrect.

If any sealed hygiene or disposable product within a bundle has been opened or used, the bundle may no longer be eligible for a change-of-mind return.

Non-Returnable Items

We generally cannot accept change-of-mind returns for:

Opened or used hygiene and personal-use products
Products with broken hygiene seals
Used disposable products
Personalized or customized products
Gift cards

This does not affect any rights you may have in relation to defective, damaged, incorrect or misdescribed products under applicable UAE consumer protection laws.

Sale Items

Unless otherwise stated, sale or promotional items are not eligible for change-of-mind returns.

This does not affect your rights where an item is defective, damaged, incorrect or otherwise eligible for a remedy under applicable law.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, size or variation, you may request a return of the eligible item and place a new order for the replacement item.

Order Cancellations

If you would like to cancel or change an order, please contact us at sales@safrah.ae as soon as possible.

We will do our best to accommodate your request. However, once an order has been processed, packed or handed over to our delivery partner, we may not be able to cancel or modify it.

If the order has already been dispatched, our standard return policy will apply.

Refunds

Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow up to 10 business days after approval for the refund to be processed. Your bank or payment provider may require additional time for the refund to appear in your account.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at sales@safrah.ae.