Refund policy
What is your return policy in the UAE?
We accept returns within 5 days of delivery in UAE. To be eligible for a return, items must be in their original packaging, unused, and with original tags still attached. Items that are used or not in their original condition will not be accepted for a refund and will be returned to the customer at their expense, including shipping charges 30dhs.
Do I need to pay for return shipping in UAE?
30 dhs return charge will be applicable in UAE. However, please note that shipping costs are non-refundable, and refunds will be issued for the items value only.
How do I arrange a return within the UAE?
For returns within the UAE, we will arrange a pickup for you. Access your account from our website and go to your order controls to initiate this service. You will need your order ID and email address to process your return. Please do not ship the item back via courier or drop it off at any retail location.
How do I return items from outside the UAE?
No return service available for GCC orders. Only charged services to be requested & approved by email (info@moonfactoryoutlet.com) following manual steps.
Can I Exchange my purchase for a different item in UAE?
To exchange an item in UAE the order must not exceed seven days from date of delivery, we recommend placing a new order for the desired product and returning the unwanted item via [Order page in post account login on our website]. Once we receive the returned item, we will issue your refund, which can take up to 28 working days.
How will I receive my refund in UAE?
Refunds will be issued to the same card order was placed once we have received and inspected the returned item. Please allow up to 28 working days for the refund to be processed.
Any additional charges for my return order in the UAE?
A 5% restocking fee will be deducted from all orders.
Shipping cost deduction from returned order
What items are not eligible for returns or refunds?
Items purchased from our Outlet page are not eligible for returns, exchanges, or refunds.
By completing a purchase on our website, you fully and irrevocably acknowledge and agree to all the terms and conditions stated in this policy, which form an integral part of the website’s Terms and Conditions of Use.
LATEST UPDATED 04 SEPTEMBER 2025 (01:04pm)
PAST UPDATED 19 OCTOBER 2024 (02:37AM)