Catwalk Hub Return & Refund Policy

At Catwalk Hub, we want every purchase to feel comfortable and reassuring. If something is not quite right, our team will be happy to guide you through the return or exchange process as smoothly and fairly as possible.

Return & Exchange Eligibility

For a discretionary return or exchange request:

• Please contact us within 7 days of receiving your order.
• Items should be unused, unworn and in their original condition.
• Original packaging, tags, accessories and any components supplied with the item should be returned together.
• Where an item was supplied with a protective or hygiene seal, the seal should remain intact.
• Jewellery sets and multi-piece items should be returned as a complete set.

Submitting a return request does not by itself constitute final acceptance of the return. Once a request is reviewed, Catwalk Hub may approve it for collection, and final eligibility is confirmed after the returned item is received and inspected.

This helps us keep the process fair and maintain the quality customers expect from Catwalk Hub.

Return / Exchange Courier Fee

A standard AED 25 courier fee applies to approved discretionary returns and exchanges to cover return collection and handling.

The AED 25 fee does not apply where Catwalk Hub verifies that the item received was damaged, defective, incorrect, incomplete, or otherwise affected by an issue attributable to Catwalk Hub or the supplied product.

If more than one separate collection is requested or required for the same order due to circumstances attributable to the customer, any additional courier arrangement may be reviewed separately before booking.

Approved Change-of-Mind Returns

Once an eligible returned item has been received and successfully inspected, the approved merchandise value will be added to the customer’s Catwalk Hub Store Credit, after adjustment of the applicable AED 25 return courier fee.

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

Store Credit issued for a discretionary return is:

• available for eligible future Catwalk Hub purchases;
• linked to the applicable customer account;
• non-transferable; and
• not redeemable for cash or returned to the original payment method, except where required by applicable law.

Exchanges

We are happy to help with an eligible exchange.

After the returned item has been received and successfully inspected:

• the applicable AED 25 exchange courier fee will apply;
• the eligible value of the returned item can be applied toward the replacement item;
• if the replacement item costs more, the customer can pay the difference;
• if the replacement item costs less, the remaining eligible balance will be added to the customer’s Catwalk Hub Store Credit; and
• if the requested replacement becomes unavailable, the eligible return value may be issued as Store Credit so that the customer can choose another item when convenient.

Return Value & Promotions

For an approved discretionary return, the eligible value is based on the actual amount paid for the returned item after applicable discounts, promotions and order-level adjustments, rather than the item’s original or current selling price.

If an order included a complimentary gift, bundle benefit or promotional item that depended on the original purchase meeting specific conditions, we may kindly ask for that benefit or promotional item to be returned with the qualifying product.

Where a promotional item that is required to be returned is not included, the applicable promotional value may be adjusted from the eligible Store Credit.

Subsequent price increases, reductions or promotional changes do not change the approved return value.

Items That May Not Be Eligible for a Discretionary Return

To protect product quality and hygiene, discretionary returns may not be available for:

• items that have been worn, used, altered or damaged after delivery;
• items showing scratches, marks, perfume, cosmetics, moisture or other signs of use;
• items returned without essential components or packaging where this prevents the item from being reasonably resold;
• customised or personalised products;
• clearance or final-sale products where they were clearly identified as such at the time of purchase; and
• pierced earrings or other hygiene-sensitive items once their hygiene seal or protective packaging has been opened.

These exclusions do not limit any rights available under applicable law where an item is defective, incorrect or otherwise affected by an issue attributable to the supplier.

Damaged, Defective, Incorrect or Incomplete Items

If you receive an item that appears damaged, defective, incorrect, incomplete or materially different from its description, please contact us as soon as reasonably possible.

To help us understand and resolve the concern quickly, we may request:

• your order number;
• a brief description of the issue; and
• clear photographs or other reasonable supporting information.

Once the concern is verified, Catwalk Hub will provide the appropriate remedy in accordance with applicable UAE consumer-protection requirements.

The AED 25 courier fee will not apply where the issue is verified as being 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 with mandatory Store Credit unless the customer voluntarily agrees to receive Store Credit instead.

UAE law specifically protects consumer remedies in supplier-fault and defective-product situations, including replacement/refund obligations in applicable cases.

Product Care & Normal Wear

Our jewellery is designed to be enjoyed with appropriate care.

Changes or damage resulting from normal wear, improper storage, impact, alteration, or exposure to perfumes, cosmetics, chemicals, water or excessive moisture are not ordinarily considered manufacturing defects.

If you have a genuine quality concern, please contact us and we will review it fairly.

Online Product Appearance

We take care to present our jewellery as accurately as possible.

Minor differences in colour or appearance caused by photography, lighting or individual device-screen settings do not by themselves constitute a product defect where the item materially corresponds with its description.

Return Collection

Once your return has been approved for collection, please keep the item securely packed and ready for the agreed courier collection.

If a collection cannot be completed, our team will be happy to help arrange another suitable collection. Repeated missed collections attributable to the customer may require the return request and any additional courier arrangement to be reviewed again.

Please do not send items independently to Catwalk Hub unless our team has specifically provided return instructions. This helps us track your parcel safely and process your request without unnecessary delay.

Fair Use of Our Return Service

Our return and exchange service is designed to make shopping with Catwalk Hub comfortable and dependable.

To keep this service fair for everyone, we may review unusual or repeated discretionary-return activity, repeated missed collections, product substitution, tampering or other circumstances that reasonably indicate misuse.

Any such review will be handled individually and respectfully and will not affect rights available to customers under applicable law.

Need Help?

Our team is always happy to assist.

WhatsApp / Phone: +971 50 729 2183
Support Hours: 10:00 AM – 6:00 PM UAE time

Please have your order number available so we can assist you as quickly as possible.