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Downe House School Online Uniform Shop
Effective Date: June 4^th,2025

1. Overview

This policy outlines the terms and conditions for returns, exchanges, and refunds for purchases made through Downe House School’s Online Uniform Shop. It is designed to ensure transparency and compliance with UAE consumer protection laws.

2. Eligibility for Returns

Customers may return items under the following conditions:

• Timeframe: Items must be returned within 7 calendar days from the date of delivery.
• Condition: Items must be unused, unwashed, and in their original condition, including all tags and packaging.

Note: Returns that do not meet these criteria may be declined.

3. Exchange Policy

We offer exchanges under the following terms:

• Size Exchanges: Exchanges for different sizes are permitted, subject to stock availability.
• Different Items: To exchange for a different item, please contact the Uniform Shop Assistant for assistance.

Process: 

1. Contact the Uniform Shop Assistant via phone at +971 4 268 2818, email at [email protected], or through the contact form on the “Contact Us” page within 7 days of delivery.
2. Provide order details and the reason for the exchange.
3. Await confirmation and further instructions.

4. Refund Policy

Refunds are processed under the following guidelines:

• Approval: All refund requests are subject to approval by the School Uniform Shop and School Management.
• Processing Time: Approved refunds will be processed within 3 to 4 weeks from the date of approval.
• Bank Charges: Any bank charges incurred are non-refundable.

Procedure:

1. Submit a refund request via phone at +971 4 268 2818, email at [email protected], or through the contact form on the “Contact Us” page, including order details and reason for the request.
2. The request will be reviewed by the School Uniform Shop and School Management.
3. Upon approval, the refund will be processed accordingly.

5. Damaged or Incorrect Items

If you receive a faulty or incorrect item:

• Notification: Contact the Uniform Shop within 3 days of delivery.
• Resolution: We will arrange for a replacement or appropriate resolution as quickly as possible.

Steps:

1. Notify the Uniform Shop via phone at +971 4 268 2818, email at [email protected], or through the contact form on the “Contact Us” page, providing order details and a description of the issue.
2. Include photographs of the damaged or incorrect item, if possible.
3. Await confirmation and instructions for the return or exchange process.

6. Compliance with UAE Laws

This policy is in accordance with Federal Law No. 15 of 2020 on Consumer Protection, which safeguards consumer rights, including the right to return goods within a specified period and to receive refunds for defective products. And also, Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means, which governs e-commerce activities and ensures consumer protection in online transactions.

For more information on UAE consumer rights, please visit the UAE Government’s Consumer Protection Portal.

7. Contact Information

For all return, exchange, or refund inquiries, you may contact us via:

• Phone: +971 4 268 2818
• Email: [email protected]
• Online: Use the contact form available on our “Contact Us” page.

Downe House School reserves the right to amend this policy at any time to comply with applicable laws and school regulations.