Refund policy

At HAJES, we are committed to providing high-quality shawls and an exceptional shopping experience. Therefore, we have outlined our Return & Exchange Policy clearly below:

1. Returns

Customers may request a return within 7 days from the date of receiving their order, provided that:

  • The shawl has not been used or worn.

  • The shawl is in its original condition as received.

  • The original manufacturer threads attached to the shawl have not been removed, cut, or undone.

  • All accessories and original packaging are returned in appropriate condition.

  • The shawl has not been washed, ironed, altered, or modified in any way.

A shawl will be considered used once the manufacturer threads have been removed, cut, or undone. In such cases, the return or exchange cannot be accepted, except in cases of confirmed manufacturing defects.

The product will be inspected upon receipt. If it meets all the applicable conditions, the return request will be approved.

2. Exchanges

Customers may request an exchange within 7 days from the date of receiving their order, provided that the product has not been used and the security thread/tag remains intact and attached.

Exchanges are subject to product availability.

If the replacement product is more expensive, the customer must pay the price difference. If it is less expensive, the price difference will be handled according to the payment method used by the store.

In cases where the issue is confirmed to be a manufacturing defect, we will provide an appropriate solution, which may include:

  • Replacing the product with a new one.

  • Repairing the product, if repair is appropriate.

  • Refunding the product value, depending on the circumstances.

Defects resulting from use, improper handling, washing, ironing, perfumes, or exposure to chemicals are not considered manufacturing defects.

3. Manufacturer Threads

A manufacturer thread is attached to each shawl along its edges before shipping to ensure that the product has not been used before being returned.

The manufacturer threads must remain intact until the customer has decided to keep the product.

Removing, cutting, or undoing the manufacturer threads indicates that the product has been used, and the return or exchange will not be accepted, except in cases of a confirmed manufacturing defect.

Customers are advised to inspect the shawl and ensure that it is suitable before removing the manufacturer thread.

4. Discounted Products

Products sold as part of discounts or special offers may be non-returnable or non-exchangeable. This will be clearly stated on the product page or during the checkout process.

This does not affect the customer's rights in cases of manufacturing defects.

5. Custom & Special Orders

Orders made according to the customer's specific requirements or customized in any way, such as selecting a color, size, design, or special addition that is not available among our standard products, cannot be returned or exchanged due to a change of mind or no longer wanting the product.

However, in cases of a manufacturing defect or an error by HAGAS in fulfilling the order, the case will be reviewed and an appropriate solution will be provided.

6. Shipping Costs for Returns & Exchanges

If the return or exchange is requested due to a change of mind or the customer no longer wanting the product, the customer is responsible for the shipping costs associated with the return or exchange.

If the reason is a manufacturing defect or an error on the part of HAGAS, the brand will cover the shipping costs associated with the return or exchange after the case has been verified.

7. Products Arriving Damaged

If an order arrives with visible damage caused by shipping, please contact us within 48 hours of receiving the order and provide clear photos of the product and the outer packaging.

We will review the case, coordinate with the shipping company, and take the appropriate action.

8. How to Request a Return or Exchange

To request a return or exchange, please contact us via WhatsApp at +971 50 789 8793 and provide:

  • Order number.

  • Customer name.

  • Reason for the return or exchange.

  • Clear photos of the product, when required.

After reviewing the request, the customer will be informed whether the return or exchange has been approved or rejected in accordance with the terms of this policy.

9. Refunds

Once the product has been received, inspected, and confirmed to meet the return conditions, the refund process will be initiated.

The refund will be issued using the original payment method whenever possible. The time required for the refunded amount to appear in the customer's account may vary depending on the bank or payment service provider.

Original shipping fees are non-refundable for returns resulting from a change of mind, unless otherwise stated.

10. Cases Not Covered by Returns or Exchanges

Returns or exchanges will not be accepted in the following cases:

  • The shawl has been used or worn.

  • The security thread/tag has been removed, cut, or undone.

  • The product has been washed or ironed.

  • The product has been damaged due to improper use.

  • The product has been altered or modified.

  • The applicable return or exchange period has expired.

  • Custom orders, except in cases of manufacturing defects or errors made by HAGAS.

11. Customer Rights

This policy is not intended to restrict any rights granted to customers under the applicable laws and regulations of the United Arab Emirates.

At HAGAS, we are committed to handling all return and exchange requests fairly and transparently, and we always strive to find an appropriate solution for our customers.

HAJES
Last Updated: 26/08/2026