DarMart Customer Care

Refund Policy

We want you to love what you ordered. If something isn't right, here's exactly how our returns and refunds work across the United Arab Emirates.

14-day return window Refunds within 5–7 business days

1Return Eligibility

You may request a return within 14 calendar days of receiving your order. To qualify for a full refund, items must meet the conditions below.

Eligible for Return

  • Unused, unworn, and in original condition
  • Original packaging, tags, and labels intact
  • Accompanied by the order invoice or receipt
  • Requested within 14 days of delivery

Not Eligible

  • Items marked "Final Sale" or clearance
  • Personal care, cosmetics, or hygiene products (opened)
  • Custom or made-to-order items
  • Gift cards and digital vouchers

2How to Request a Return


Start your request

Go to My Orders in your DarMart account and select "Request Return" on the eligible order, or contact our support team with your order number.


Get approval & pickup

Our team reviews your request within 24 hours. Once approved, we'll schedule a free pickup from your address or share drop-off instructions.


Quality check

Once we receive the item at our warehouse, our team inspects it against the eligibility criteria. This usually takes 1–2 business days.


Refund issued

Once approved, your refund is processed to your original payment method (or store credit, if selected).

Return pickups are free across all Emirates. Please have the item packed and ready with its original packaging when the courier arrives.

3Refund Timelines & Methods

Once your return is approved, refunds are issued based on your original payment method:

Payment Method Refund Method Processing Time Status
Credit / Debit Card Refunded to original card 5–7 business days Standard
Cash on Delivery (COD) Bank transfer or store credit 7–10 business days Manual review
DarMart Wallet / Store Credit Instant credit to wallet Instant – 24 hours Fastest
Apple Pay / Digital Wallets Refunded to linked wallet 3–5 business days Standard

Shipping fees are non-refundable except where the return is due to our error (wrong or defective item).

4Exchanges

Prefer a different size or colour instead of a refund? Select "Exchange" when submitting your return request. Once we receive and inspect your original item, we'll dispatch the replacement at no additional shipping cost, subject to stock availability.

  • If the exchange item is out of stock, we'll offer a refund or store credit instead.
  • Exchanges follow the same 14-day window and eligibility conditions as returns.
  • Price differences (if any) will be charged or refunded accordingly.

5Damaged, Defective & Wrong Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the product and packaging. We'll arrange a free replacement or full refund, including any shipping charges, at no cost to you.

Do not discard the original packaging until your return or replacement is fully processed, our team may request it for the quality investigation.

6Frequently Asked Questions

How long does it take to get my refund?
Once your returned item passes quality check, refunds to cards take 5–7 business days, wallet/store credit is instant to 24 hours, and COD refunds via bank transfer take 7–10 business days.
Do I have to pay for return shipping?
No. Return pickups are free across all Emirates for eligible returns. If the return is due to our error, all costs including original shipping are covered by us.
Can I return a sale or clearance item?
Items marked "Final Sale" are not eligible for return or refund unless they arrive damaged or defective.
What if I paid with Cash on Delivery?
COD refunds are issued via bank transfer or store credit, since there's no card to refund to. You'll be asked to share your bank details securely once the return is approved.
Can I get store credit instead of a refund?
Yes, you can choose DarMart Wallet store credit at checkout of your return request, it's processed instantly and never expires.

Need help with a return or refund?

Reach out and our customer care team will get back to you within 24 hours.

Contact Us