RETURNS

RETURNS PROCESS

Subject to meeting the conditions of these Terms of Service, we offer a "no questions asked" free returns policy if you initiate a return request within 30 days of delivery of your Order. Please note that certain items are not returnable and we will label the items non-returnable either in the item description page or at checkout, so make sure you verify this before you place your Order. However, non-returnable items may still be returned to us if you accidentally received the wrong item in your Order, or if the item was received damaged.

To be accepted by us and qualify for a refund, all items in the Order (including promotional or complimentary gift items received with the Order) must be returned to us:

  • unaltered, unused and in their original condition (or the condition in which they were received by you from us or our agents);

  • in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached;

  • authenticity cards, where provided, should also be returned;

Items can be returned by arranging collection from your delivery address in the UAE by:

  1. Contacting us on info@brandstar.ae

  2.  Phone : +971585171286

Remember to complete and include the returns label you received with your Order package to avoid delays in processing your return. we will aim to process your return within 3-5 business days from us receiving the package back, and if accepted, the refund will be issued to your original form of payment, unless stated otherwise in these Terms of Service. If you do not have an Ounass account and placed the Order as a guest, you will need to register as a user to be able to request a return online.

We provide a flexible return policy to enhance your online shopping experience for added convenience. We do monitor the quantity of returns and reserve our right to either close your Ounass account or limit your ability to place future orders should your return behaviour violate our Returns Policy. However, nothing in this Returns section is intended to affect any consumer rights that you may have under the laws of the United Arab Emirates.

SHOES

Shoe returns will only be accepted if the shoes are in the condition they were receive in (brand-new) and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, or any type of damage or visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.

DAMAGED GOODS AND WRONG ITEMS

If an item in your Order is received damaged or is not the item you ordered, you can arrange to return the item to us by following our returns process. The item must be returned to us in the same condition you received it in, within 30 days of delivery of the Order to you. Subject to being satisfied that the item was in fact damaged, we will issue you a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties. We may replace the faulty item at your request and deliver to you a new item free of any delivery charge.