Refund policy

0) Quick prerequisites

  • Item unused, unopened, sealed, in original packaging (all inserts & freebies included)

  • Proof of purchase ready (order #, invoice, photos if defective)

  • Request submitted within 7 days of delivery

1) Check eligibility (before you start)

  • Cosmetics hygiene rule: Opened/used cosmetics not returnable (unless defective or wrong item shipped)

  • Non-returnable: final sale items (if marked), gift cards, samples, freebies

  • Sets/bundles: return complete set (no partial components)

  • Condition: no leakage, tampering, or missing serial/lot labels

2) Start a return

  • Go to Account → Orders → Start a return (or email support@magiclear.ae)

  • Choose reason: Changed mind / Incorrect item / Damaged on arrival / Defective / Other

  • Upload clear photos (outer box, seal, product, issue close-up)

  • Receive RMA (Return Authorization) + pickup/drop-off instructions

3) Pack it right

  • Use original product box inside a protective outer box

  • Include invoice/RMA sheet in the parcel

  • Seal securely to prevent leaks or transit damage

4) Hand over the parcel

  • UAE courier pickup (scheduled by us) or approved drop-off point

  • Who pays shipping?

    • Customer pays for change-of-mind returns

    • MAS SINA pays for defective/damaged/incorrect items

5) Inspection & decision

  • Warehouse inspects within 2 business days after receipt

  • Outcome set: Approve refund / Approve exchange / Reject (with reason & photos)

6) Refund/exchange execution

  • Refund method: to original payment method

    • Cards: initiation within 2 business days; bank posting time varies by issuer

    • COD: bank transfer or store credit (you choose during return request)

  • Exchanges: same item (replacement) or item of equal value (subject to stock)

  • Store credit (optional): instant once approved, usable at checkout

7) Fees & adjustments (transparent)

  • Return shipping (change-of-mind): deducted or prepaid by you

  • Original shipping fees: non-refundable (unless our error/defect)

  • Damage from poor packing: may reduce or void refund (photos provided)

8) Defective / damaged / wrong item (fast-track)

  • Report within 48 hours of delivery for DOA/visible damage

  • Provide photos/video; we cover pickup & replacement/refund

  • Hazard/recall cases: we prioritize replacement or safe disposal guidance

9) GCC & international orders (if enabled)

  • Duties/taxes/customs: paid by customer; non-refundable by MAS SINA

  • Cross-border inspections may open parcels; keep seals intact when possible

  • Timelines depend on carrier/customs; we process within 2 business days after warehouse receipt

10) Contact & support

  • Email: support@magiclear.ae

  • WhatsApp/Phone (UAE): +971-[xxxx-xxx-xxx]

  • Returns portal (optional): returns.magiclear.ae (configure in Shopify if you want this)

Compliance notes (plain-English)

  • Designed to align with UAE consumer protection expectations for online retail and cosmetics hygiene standards (opened skincare/makeup typically non-returnable unless defective).

  • Your statutory rights are not affected where applicable.