Refund policy

Refund & Return Policy

Thank you for choosing NATHRA. We want you to love what you wear — if something isn't right, we'll make it right.

Return Window

You have 14 days from the day your order is delivered to start a return. Requests after 14 days can't be accepted.

Eligibility

To be eligible, your item must be:
- Unworn and unused
- In its original condition, with all original packaging — case, box, cleaning cloth, and branded bag included
- Accompanied by proof of purchase

Return Shipping

Once your return is approved, NATHRA covers return shipping anywhere in the UAE.
Returning from outside the UAE? Return shipping is paid by the customer.

How to Start a Return

Reach out within 14 days of delivery — share your order number and the reason for return:
- WhatsApp (fastest): +971 56 215 2228
- Email: naathraaa@gmail.com
- Instagram DM: @nathra.ae

We'll respond with next steps — including a prepaid return label for UAE returns.

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 48 hours of delivery with photos. We'll arrange a free replacement or full refund — your choice.

Refunds

Once we receive and inspect your return, we'll notify you of approval. Approved refunds are processed within 7 business days to your original payment method (your bank may take an additional 3–5 days to post it).

Discounted Orders

Orders placed with a welcome or promotional discount code can still be returned within 14 days under the same conditions above — your discount does not affect your right to return. Only items clearly marked as final sale or clearance are excluded, unless they arrive damaged or defective.

Exchanges

We don't process direct exchanges. If you'd like a different frame, return the original item for a refund and place a new order. This keeps availability and payment records accurate.

Questions

WhatsApp us on +971 56 215 2228 (fastest), or email or DM us — we respond within 24 hours.