1. What this policy covers

This policy applies to purchases made on stellart.shop and any associated market/booth transactions by Stellart in the United Arab Emirates. It sets out your rights as a customer and our obligations as supplier under UAE law.

2. Personalised / Made-to-order items

Because we personalise nearly every product (e.g., names, dates, engraving, custom graphics), please note:

  • Once a product has been made to your specification (e.g., name, artwork approved) it cannot be returned solely for change of mind.
  • If a customisation error occurs due to our fault (spelling error, wrong engraving, wrong material) we will replace or refund at our discretion.
  • If you provide incorrect custom details (e.g., wrong spelling, wrong date), we may offer a correction or re-make but may charge the re-make cost.

3. Defective, damaged or non-conforming goods

In line with UAE Consumer Protection Law we will:

  • Repair or replace a defective item, or refund your purchase price if a material defect or hazard is found.
  • Provide clear instructions on how to report defects, including images, order number, and date of receipt.
  • Act within a reasonable time-frame once the issue is reported.

4. When returns are not accepted or are limited

We do not accept returns in the following situations (unless required by law):

  • Change of mind on a personalised item (see Section 2).
  • Items returned later than our specified time window without prior approval.
  • Items damaged by misuse, improper storage, or warehousing after delivery.
  • Items missing original packaging, missing the customisation elements, or incomplete.
  • Shipping costs incurred by you to return the goods (unless it is our defect).
  • Currency conversion, bank fees, or payment gateway fees (unless otherwise required).

5. Time-frames & process

To request a return or correction:

  • Report any visible damage, defect, wrong item, or missing item to us within 48 hours of delivery.
  • Contact our customer service at hello@stellart.shop or WhatsApp +971-58-590-7712 with your order number, photo of the item, and description of the issue.
  • Once approved, we will provide instructions for return (if applicable).
  • Refunds (for approved cases) will be processed to the original payment method within 10 working days of our receipt of the returned goods or approval of the refund.
  • Replacement items will be dispatched once confirmed; usual production and shipping times apply.

6. Shipping & return costs

For approved defective/wrong‐item cases: we cover return shipping costs and redelivery as needed.
For non-defective or change-of-mind cases (where allowed): you bear the cost of returning the goods.
Shipping costs for the original order are non-refundable unless the fault is ours.

7. Free shipping threshold

As noted on our site, free shipping applies for orders in the UAE over AED 250. If you return items and the resulting order value falls below this threshold, we reserve the right to deduct the shipping cost from your refund.

8. VAT & refunds

All refunds will include the VAT component applicable at time of purchase. Your refund invoice will reflect the total amount including VAT.

9. Your statutory rights

Nothing in this policy limits your rights under the UAE Consumer Protection Law and related regulations. This includes rights to safe goods, correct information before purchase, and compensation for damage or loss resulting from defective or mis‐represented goods. Learn more about consumer rights in the UAE.

10. Contact & dispute resolution

If you have any questions or are not satisfied with our resolution, you may raise a complaint with the relevant consumer protection authority:

  • For Dubai: Dubai Corporation for Consumer Protection & Fair Trade
  • For UAE-wide: Ministry of Economy – Consumer Protection Department

11. Policy changes

We may update this policy from time to time. The current version will always appear on our website under “Refund & Returns Policy” and will apply at the date of your purchase.

Summary for customers

– Personalized items: final once made, except for valid defect or our error.
– If item is defective/damaged/wrong: report within 48 h, return cost covered if our fault.
– If change of mind (non-personalised cases only, where allowed): possible return at your cost, shipping non-refundable.
– Refunds processed within ~10 working days to original payment method.
– Your statutory rights remain intact.