Returns and Refunds Policy

Last Updated: 15 August 2026

At Moksyz, we want customers to shop with confidence. This Returns & Refunds Policy explains when products may be returned or exchanged, how returns are handled, who is responsible for return shipping costs, and how refunds are processed.

This policy should be read together with the Moksyz Terms & Conditions.

Nothing in this policy excludes, restricts or limits any consumer right or remedy that cannot lawfully be excluded or limited under applicable law.

1. Return Period

Moksyz offers eligible customers a 14-day return period from the date of delivery.

A return request should be initiated within 14 days after the order has been delivered.

Returned products must satisfy the eligibility requirements described below.

Where applicable consumer law grants a customer additional or overriding rights, those rights remain unaffected.

2. UAE Returns

For eligible orders delivered within the United Arab Emirates, Moksyz provides complimentary return handling.

Eligible UAE customers may request a return or exchange for reasons including:

• change of mind;
• incorrect size;
• preference for another eligible size or item; or
• another eligible customer-requested return.

For approved UAE returns, Moksyz will arrange or provide instructions for the applicable return collection or return method without charging the customer return shipping costs.

For an approved UAE exchange, eligible return and replacement shipping will also be handled by Moksyz without additional shipping charges to the customer.

All exchanges remain subject to product availability.

3. International Returns

Customers outside the UAE may also request an eligible return within 14 days of delivery.

Where Moksyz supplied exactly the product ordered, in good condition, and the return is requested because of:

• change of mind;
• incorrect size selected by the customer;
• personal preference; or
• another customer-driven reason,

the customer is responsible for the applicable return shipping cost to Moksyz.

If an international customer requests an exchange for a customer-driven reason, the customer will also be responsible for the applicable cost of shipping the replacement item back to them.

Return and replacement shipping instructions and applicable charges will be communicated before the relevant shipment is arranged.

Any mandatory consumer rights applicable in the customer's country remain unaffected.

4. Incorrect, Damaged, Defective or Faulty Items

If Moksyz delivers an item that is:

• incorrect;
• damaged upon delivery;
• defective;
• incomplete; or
• otherwise materially different from what was ordered,

please contact Moksyz Customer Service as soon as reasonably possible.

Where the issue is attributable to Moksyz, Moksyz will bear the reasonable applicable costs of return and, where applicable, replacement shipping.

Depending on the circumstances, product availability and applicable law, the available remedy may include:

• replacement;
• exchange;
• refund; or
• another appropriate remedy.

We may request photographs, packaging images, order information or other reasonable evidence to help assess the issue.

UAE consumer law expressly provides rights concerning defective, incomplete, damaged, misdescribed or otherwise non-conforming goods purchased through modern technology.

5. Return Condition Requirements

Except where an item is being returned because it is defective, damaged, incorrect or otherwise protected by applicable consumer law, returned products must generally be:

• unworn and unused;
• undamaged;
• in their original condition;
• returned with all original tags attached;
• accompanied by all accessories, documentation and certificates supplied with the product; and
• returned with the original branded boxes, dust bags, protective packaging or cases where applicable.

Customers may reasonably inspect or try products where appropriate, but products should not be used beyond what is reasonably necessary to determine their nature, characteristics, size or suitability.

We reserve the right to decline a voluntary return, or make an appropriate deduction where permitted by law, if a product has been used, damaged or handled beyond what is reasonably necessary.

6. Footwear

Footwear should be tried on indoors and on a clean surface.

Shoes should be returned:

• unworn;
• without marked or damaged soles;
• with original packaging;
• with the original branded shoe box; and
• with any supplied dust bags, accessories and tags.

The branded shoe box forms part of the product presentation and should not be used as the external shipping box.

7. Jewellery and Accessories

Jewellery, watches and applicable accessories must be returned with all:

• original boxes and packaging;
• authenticity documentation;
• certificates;
• tags;
• protective materials; and
• accessories supplied with the item.

Items showing signs of wear, alteration or unauthorized repair may not qualify for a voluntary return.

Rights relating to genuine defects or non-conformity remain unaffected.

8. Beauty, Fragrance and Cosmetic Products

For hygiene, health and product-integrity reasons, beauty products, fragrances, cosmetics and similar sealed products should be returned unopened and unused, with all original protective seals and packaging intact.

Products that have been opened, used or have had hygiene/protective seals removed may not qualify for a change-of-mind return.

This restriction does not affect rights relating to products that are defective, damaged, incorrect or otherwise protected under applicable consumer law.

9. Lingerie, Swimwear and Hygiene-Sensitive Products

Where applicable, lingerie, swimwear, hosiery and similar hygiene-sensitive products must be returned unused and with all hygiene seals and original packaging intact.

These products should only be tried on in a manner that maintains appropriate hygiene protection.

Products with removed or damaged hygiene seals may not qualify for a voluntary change-of-mind return.

This does not affect applicable rights where the item is defective, damaged or incorrectly supplied.

10. Made-to-Order, Customized and Personalized Products

Products made, customized or personalized specifically for a customer are generally not eligible for change-of-mind returns or exchanges once production or customization has commenced.

This restriction does not apply where:

• the product is defective;
• the product is damaged;
• the product was incorrectly supplied;
• the product materially differs from the agreed specification; or
• applicable law provides the customer with a non-excludable right or remedy.

This approach is also consistent with the existence of special treatment for made-to-order/personalized products under various consumer regimes. For example, EU distance-selling rules generally exempt made-to-order or clearly personalized goods from the ordinary 14-day withdrawal right.

11. Sale and Promotional Items

Products purchased during sales, promotional campaigns or using discount codes remain eligible for returns where they otherwise satisfy this policy.

A sale or discounted price does not remove statutory rights relating to defective, damaged, incorrect or non-conforming products.

12. How to Start a Return

To initiate a return within the applicable return period:

If an Orders & Returns option is available in your Moksyz account:
Open your order and follow the available return instructions.

Alternatively, contact Moksyz Customer Service:

Email: customerservice@moksyz.com
Telephone: +971 4 5580751

Please provide:

• your order number;
• the product you wish to return;
• your reason for return; and
• photographs where the return concerns damage, defects or an incorrect item.

Moksyz will provide the applicable return instructions.

Do not send products back without following the provided return procedure, as this may delay identification and processing of your return.

13. Return Shipping Instructions

Products must normally be returned from the same country or region to which the original order was delivered, unless Moksyz agrees otherwise.

Products must be securely packaged to prevent damage during return transportation.

Where Moksyz provides a return label or courier documentation, the customer should use the supplied documents and follow the return instructions provided.

Customers should retain the courier receipt, tracking number or other proof of return until the refund or exchange has been completed.

Where an international customer chooses to use an unauthorized or alternative return method without Moksyz's approval, Moksyz will not be responsible for additional costs resulting solely from that method except where required by law.

14. Exchanges

Eligible products may be exchanged subject to availability.

UAE

For eligible UAE exchanges, Moksyz will not charge the customer for the approved return and replacement shipping.

International

For international exchanges requested because of customer preference, size selection or change of mind, the customer is responsible for:

1. the return shipping cost to Moksyz; and
2. the applicable shipping cost of sending the replacement product to the customer.

Where the exchange is required because Moksyz supplied an incorrect, damaged or defective item, Moksyz will bear the reasonable applicable shipping costs.

If the requested replacement product is unavailable, the customer may instead receive an eligible refund.

15. Inspection of Returned Products

All returned products may be inspected after receipt.

The inspection confirms whether:

• the correct product has been returned;
• the product satisfies the return conditions;
• original tags and packaging are present;
• the item shows signs of use or damage; and
• any claimed defect or issue can be verified.

Where a return meets the applicable conditions, Moksyz will proceed with the refund or exchange.

16. Refund Processing

Once an eligible returned product has been received and inspected, Moksyz aims to process the approved refund within up to 6 calendar days.

Approved refunds will normally be issued to the original payment method.

After Moksyz processes a refund, the customer's bank, card issuer or payment provider may require additional processing time before the funds appear in the customer's account. Depending on the payment provider, this may take up to approximately 14 days.

Payment-provider processing times are outside Moksyz's direct control.

17. Original Shipping Charges

Where a return results solely from customer preference, change of mind or an incorrectly selected size, original shipping charges are generally non-refundable.

However, this rule is subject to mandatory consumer rights applicable to the customer's transaction.

For example, qualifying UK distance-selling cancellations generally require the standard original delivery charge to be refunded, while EU distance-selling rules similarly generally require reimbursement of the standard outbound delivery cost when the statutory withdrawal right is exercised.

Accordingly, where applicable consumer law requires original standard delivery costs to be refunded, Moksyz will comply with that requirement.

Where an order is returned because Moksyz supplied an incorrect, damaged, defective or materially non-conforming product, applicable shipping costs will be handled according to the circumstances and applicable law.

18. International Return Shipping Costs

For voluntary international returns where Moksyz correctly fulfilled the order, the customer is responsible for the direct return shipping costs.

This policy is communicated before return arrangements are completed.

Certain jurisdictions also specifically permit consumers exercising a statutory withdrawal right to bear direct return costs where they were properly informed in advance. For example, EU rules generally permit this arrangement.

Nothing in this section transfers return shipping costs to the customer where the product was incorrectly supplied, damaged, defective or where applicable law requires Moksyz to bear those costs.

19. Order Cancellations

If you wish to cancel an order, contact Moksyz Customer Service as soon as possible.

If the order has not yet entered processing or dispatch, we will make reasonable efforts to cancel it.

If the order has already been dispatched, cancellation may no longer be operationally possible and the order may need to be returned under this policy after delivery.

Any mandatory statutory cancellation or withdrawal rights applicable to the customer's transaction remain unaffected.

20. Rejected or Non-Compliant Returns

A voluntary return may be rejected where, for example:

• it was requested outside the applicable return period;
• the item has been worn or materially used;
• the item was damaged after delivery by the customer;
• original tags have been removed;
• required hygiene seals have been broken;
• essential packaging, certificates or accessories are missing; or
• the product is otherwise excluded from voluntary returns under this policy.

Before rejecting a return, Moksyz will consider the circumstances and any applicable mandatory consumer rights.

Statutory rights concerning genuine product defects, damage, incorrect supply or non-conformity are not removed merely because a voluntary-return condition is not satisfied.

21. Return Misuse

Moksyz may monitor unusual or abusive return activity to protect customers and the business from fraud or misuse.

Where objective evidence indicates fraudulent or abusive behavior, Moksyz may reasonably restrict ordering or return privileges where permitted by law.

This does not prevent customers from legitimately exercising consumer rights or making genuine returns under this policy.

22. Applicable Consumer Rights

This policy provides Moksyz's standard commercial return arrangements.

Customers may have additional mandatory rights under the laws applicable to their purchase.

Nothing in this policy is intended to exclude, restrict or replace those rights.

For UAE transactions, consumer-protection legislation requires remedies for qualifying defective or flawed goods and applies to e-commerce providers registered in the UAE.

International customers may also benefit from mandatory rights in their country. For example, qualifying UK online purchases generally carry a 14-day cancellation period, while EU consumers generally have a 14-day withdrawal period for eligible distance purchases.

23. Contact Us

For return, exchange or refund assistance, please contact:

Moksyz Customer Service
Email: customerservice@moksyz.com
Telephone: +971 4 5580751

Moksyz is operated by Prime Elegant General Trading LLC - OPC.