سياسة الاسترجاع
Return and refund policy
We want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return within 30 days of delivery.
Eligibility
To qualify for a return:
- The item must be unused and in its original condition.
- The item must include its original packaging, tags, manuals, and accessories.
- You must provide your order number or proof of purchase.
- The return request must be submitted within 30 days of delivery.
Some products may not be eligible for return, including:
- Personalized or custom-made items
- Gift cards
- Downloadable or digital products
- Clearance or final-sale items
- Items that cannot be returned for health or safety reasons
How to Start a Return
To request a return:
- Contact us at within simyjhammer@sustainablyu.com within 30 days of delivery.
- Include your order number, the item you want to return, and the reason for the return.
- We will provide return instructions and, if applicable, a return authorization.
- Send the item to the return address we provide.
Return Shipping
Customers are responsible for return shipping costs unless:
- The item arrived damaged.
- We sent the wrong item.
- The item was defective.
- We made another shipping error.
We recommend using a trackable shipping service. We are not responsible for returns lost in transit without proof of delivery.
Refunds
After we receive and inspect your return, we will notify you whether your refund is approved.
Approved refunds will be issued to your original payment method within 5–10 business days. Your bank or payment provider may require additional time to post the refund.
Original shipping charges if any are nonrefundable, except when the return is due to our error or a defective product.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We offer exchanges for product . To request an exchange, contact us within 30 days of delivery. If the requested replacement is unavailable, we will issue a refund instead. For more details on Exchange policy, check below.
Damaged, Defective, or Incorrect Items
Contact us within 48 hours of delivery if your item arrives damaged, defective, or incorrect. Include photographs of the item, packaging, and shipping label so we can resolve the issue quickly.
Late or Missing Refunds
If you have not received your refund after the stated processing period:
- Check your bank or credit card account.
- Contact your payment provider.
- Contact us at simyjhammer@sustainablyu.com or +971 50 581 9355 with your order number.
Exchange policy
We offer exchanges on eligible items within 15 days of delivery.
Exchange Eligibility
To qualify for an exchange:
- The item must be unused, unworn, and in its original condition.
- The item must include original packaging, tags, accessories, and documentation.
- You must provide your order number or proof of purchase.
- The exchange request must be submitted within 15 days of delivery.
Contact Information
For return questions,
- Contact: simyjhammer@sustainablyu.com
- Phone: +971 50 581 9355
- Business Hours: 10:00 - 18:00 (Monday - Friday)
- Return Address: Sustainably U, Unit 334, Level 1, Wafi Mall, Oud Metha Road, Umm Hurair 2, Dubai, UAE