1. Introduction

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

As we operate on a made-to-order wholesale production model, returns and refunds are limited and subject to the terms below.

By placing an order, you agree to this policy.

2. Made-to-Order & Wholesale Policy

  • All products are manufactured after order confirmation
  • We do not keep ready stock
  • Orders are produced specifically for each buyer

Therefore, returns are restricted.

3. Custom Design & Private Label Orders

❌ Custom design orders are strictly non-returnable and non-refundable
❌ Private label / branded orders are strictly non-returnable and non-refundable

This includes:

  • Custom embroidery or handwork
  • Special fabric or color selection
  • Customized sizing
  • Logo labels, hang tags, packaging

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

4. Standard Wholesale Orders

For non-custom, standard wholesale products:

Returns are only accepted in case of proven manufacturing defects.

âś” Conditions:

  • Claim within 48 hours of delivery
  • Photo/video proof required
  • Items must be unused

5. What Is Not Considered a Defect

The following are not defects:

  • Slight color variation
  • Size variation (±1–2 cm)
  • Minor handwork differences
  • Change of mind
  • Design preference issues

6. Order Cancellation & Refund Terms

âś” Cancellation Before Production

If an order is cancelled before production starts, the following applies:

👉 In case of cancellation by either party, 3% to 5% payment processing fee will be deducted, and the remaining amount will be refunded.

(Example: Bank charges, payment gateway fees, or card processing costs)

❌ Cancellation After Production Starts

  • Orders cannot be cancelled
  • Deposits are non-refundable
  • No refund will be issued

Return & Refund

  • Color Variation
    Products may exhibit slight variations in color due to lighting, display settings, or manufacturing differences. Such minor color variations shall not be considered a defect, and therefore, shall not qualify for return or refund.
  • Return Requirement for Refund
    Refunds shall only be processed upon the successful return and receipt of the product by the seller, subject to inspection and approval.
  • Return Shipping and Associated Costs
    In the event of a return, all delivery charges, return shipping fees, and any additional costs (including but not limited to courier fees, customs duties, or handling charges) shall be the sole responsibility of the customer.
  • Condition of Returned Product
    The product must be returned in its original condition, unused, and with all original packaging and tags intact. The seller reserves the right to refuse a refund if the returned product does not meet these conditions.

7. Inspection & Resolution

If a defect claim is approved:

  • Replacement may be offered in the next order, OR
  • Partial refund may be issued

Return shipping (if required) will be handled case-by-case.

8. Refund Process

  • Refunds (if applicable) will be processed after verification
  • Processing time: 7–14 business days
  • Refund method: original payment method (where possible)

9. Shipping Damage

If items are damaged during shipping:

  • Notify within 48 hours
  • Provide photo/video proof
  • Courier claim may be required

We ship via:

  • DPD
  • FedEx
  • Aramex
  • DHL
  • UPS

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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