Return & Refund Policy

Effective Date: 10.02. 2026

1. Introduction

This Return & Refund Policy applies to all wholesale orders placed with Quality Abaya, operated by VELHAYA FZE LLC, a UAE-based wholesale abaya manufacturer.

As we operate strictly on a made-to-order wholesale production model, our return policy is limited and subject to the conditions outlined below.

By placing an order with us, you agree to this policy.

2. Wholesale & Made-to-Order Policy

All abayas are manufactured after order confirmation. We do not keep ready stock.

Because of this:

  • Orders are produced specifically for each client.

  • Bulk and private label orders are non-resellable.

  • Returns are restricted.

3. Custom Design & Private Label Orders

❌ Custom design orders are not eligible for return or refund.
❌ Private label / branded orders are not eligible for return or refund.

This includes:

  • Custom embroidery

  • Special color requests

  • Custom fabric selection

  • Personalized sizing

  • Brand labels, woven labels, hang tags, packaging

Once production begins, cancellation, return, or refund is not possible.

4. Standard Wholesale Orders

For non-custom, standard wholesale designs:

Returns may only be accepted under the following condition:

âś” Manufacturing Defect Only

We accept claims only if:

  • There is a proven manufacturing defect.

  • The issue is reported within 48 hours of receiving the shipment.

  • Clear photo and video evidence is provided.

Claims submitted after 48 hours may not be accepted.

5. What Is NOT Considered a Defect

The following do not qualify as defects:

  • Minor measurement variation (±1–2 cm)

  • Slight color variation due to screen or lighting

  • Minor hand-finishing differences

  • Customer dissatisfaction with selected design

  • Delays caused by shipping or customs

6. Inspection & Approval Process

If a defect claim is submitted:

  1. Our quality control team will review the evidence.

  2. If approved, we may offer:

    • Replacement in next order, or

    • Partial refund (if applicable)

Return shipping costs (if required) are the responsibility of the buyer unless otherwise agreed.

7. Refund Conditions

Refunds (if approved):

  • Will only be processed after internal inspection.

  • May be partial depending on the issue.

  • Will be issued using the original payment method where possible.

Processing time may take 7–14 business days after approval.

8. Shipping Damage

If goods are damaged during transit:

  • Buyer must notify us immediately.

  • Claims must also be filed with the courier company.

We ship internationally via trusted partners including:

  • DPD

  • FedEx

  • Aramex

  • DHL

  • UPS

Courier-related damage claims may be subject to the respective shipping company’s policies.

9. Order Cancellation Policy

  • Orders cannot be cancelled once production has started.

  • Deposits are non-refundable.

  • Custom and private label orders are strictly non-cancellable.

10. Contact for Claims

For return or defect claims, please contact:

Company Name: VELHAYA FZE LLC
Website: www.qualityabaya.com
Email: support@qualityabaya.com
WhatsApp: +971568373876

Include:

  • Order number

  • Clear photos/videos

  • Description of the issue

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