Return & Refund Policy

We want every Catwalk Hub customer to feel confident and comfortable while shopping with us. Our return and exchange process is designed to be clear, fair and easy to follow, while helping us maintain the quality of every piece we offer.

📅 Return & Exchange Window

You may request an eligible return or exchange within 7 days of receiving your order.

Once your request is reviewed, we may approve it for collection. Final eligibility is confirmed after the returned item has been received and inspected by our team.

✅ Return Eligibility

To help us process your request smoothly, returned items should be:

  • Unused and unworn
  • Undamaged and in their original condition
  • Returned with the original packaging, tags, accessories and supplied components
  • Complete where the item is part of a jewellery set or multi-piece product

Where an item includes a protective or hygiene seal, the seal should remain intact for a discretionary return.

🚚 Return / Exchange Courier Fee

A standard AED 25 courier fee applies to approved change-of-mind returns and exchanges to cover return collection and handling.

This fee does not apply where Catwalk Hub verifies that an item was damaged, defective, incorrect, incomplete or affected by an issue attributable to Catwalk Hub or the supplied product.

💳 Store Credit for Approved Returns

Once an eligible change-of-mind return has been received and successfully inspected, the approved merchandise value will be added to your Catwalk Hub Store Credit, after adjustment of the applicable AED 25 courier fee.

Your Store Credit will be linked to the customer account associated with the original order and can be used toward an eligible future Catwalk Hub purchase — giving you the flexibility to choose another piece whenever you are ready.

Store Credit issued for a discretionary return is non-transferable and is not redeemable for cash or returned to the original payment method, except where required by applicable law.

🔄 Exchanges

We’ll be happy to help with an eligible exchange.

After the returned item has passed inspection:

  • The applicable AED 25 exchange courier fee will apply.
  • If the replacement item costs more, you can simply pay the difference.
  • If the replacement item costs less, the remaining eligible balance will be added to your Catwalk Hub Store Credit.
  • If your preferred replacement becomes unavailable, the eligible value may be issued as Store Credit so you can choose another item when convenient.

❌ Items That May Not Be Eligible for a Discretionary Return

For hygiene, quality and customer-care reasons, discretionary returns may not be available for:

  • Items showing signs of wear, use, alteration or damage after delivery
  • Items returned without essential components or original packaging where this prevents reasonable resale
  • Customised or personalised products
  • Products clearly identified as final sale or clearance at the time of purchase
  • Pierced earrings or other hygiene-sensitive jewellery once the hygiene seal or protective packaging has been opened

These conditions do not affect rights relating to defective, incorrect or otherwise qualifying products under applicable law.

📷 Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, incorrect, incomplete or materially different from its description, please contact us as soon as reasonably possible.

To help us resolve the matter quickly, please share your order number along with clear photos or other reasonable supporting information where needed.

💬 WhatsApp Us — +971 50 729 2183

Once the issue is verified, Catwalk Hub will provide the appropriate remedy. The AED 25 courier fee will not apply where the issue is attributable to Catwalk Hub or the supplied product.

Where a refund to the original payment method is required under applicable law, it will not be replaced by mandatory Store Credit unless the customer voluntarily agrees.

🎁 Promotions & Return Value

For approved discretionary returns, the eligible value is based on the actual amount paid for the returned item after applicable discounts and promotional adjustments.

If a complimentary gift or promotional benefit was provided because the original order met specific conditions, we may kindly ask for that item or benefit to be returned with the qualifying product.

🤝 Fair & Simple Returns

Our aim is to make every genuine return or exchange request as smooth as possible.

To keep the service fair for all customers, unusual or repeated discretionary-return activity, repeated missed collections, product substitution or other circumstances that reasonably indicate misuse may be reviewed individually and respectfully.

This does not affect rights available to customers under applicable law.

Please Note: Final return eligibility is confirmed after the returned product has been received and inspected. If an item does not meet the applicable return conditions, our team will contact you and explain the available next steps clearly.

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