Refund policy

1. Returns

We accept eligible returns within 14 days of delivery.

To be eligible for a return, the item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging, where applicable.
  • Include all original accessories, tags, and components.
  • Not show signs of use, washing, damage, or alteration.

Some products may not be eligible for return due to hygiene, health, safety, or product-specific reasons. Any such exclusions will be clearly stated on the product page before purchase.

2. Damaged, Defective, or Incorrect Items

Your satisfaction and safety matter to us.

If your order arrives:

  • Damaged
  • Defective
  • Incomplete
  • Different from what you ordered

please contact us as soon as possible after delivery and provide your order number together with clear photos or a short video showing the issue.

We will review the case and, where applicable, arrange an appropriate remedy such as:

  • A replacement
  • A repair
  • A refund

If a product is defective or has a qualifying failure, iMonsef will handle the matter in accordance with applicable UAE consumer protection requirements. UAE regulations provide consumer remedies for qualifying defective or failed goods, including repair, replacement, or refund in the circumstances specified by law.

3. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.

Please allow your payment provider additional processing time for the refund to appear in your account.

4. Return Shipping

For a change-of-mind return that meets our return conditions, return shipping costs may be the customer's responsibility.

If the item is defective, damaged on arrival, incorrect, or the issue is attributable to iMonsef, we will arrange the appropriate return or replacement process at no additional cost to you, subject to applicable law.

5. Items That Cannot Be Returned

For hygiene, health, safety, or product-specific reasons, certain products may not be eligible for return once opened or used.

These exclusions will be clearly communicated on the relevant product page before purchase.

This does not affect any rights you may have under applicable UAE consumer protection laws.

6. Sale & Promotional Items

Unless otherwise stated, eligible sale items may be returned under the same conditions as regular-priced items.

Promotional products, free gifts, bundles, or specially customized items may be subject to specific return conditions, which will be communicated at the time of purchase.

Nothing in this policy limits any mandatory consumer rights applicable under UAE law.

7. How to Request a Return

To request a return, please contact our customer care team with:

Order Number:
Customer Name:
Reason for Return:
Photos/Videos: where relevant

Email: info@iomonsef.com

Our team will guide you through the next steps.

8. Important Note for Baby & Kids Products

Because many of our products are intended for babies and children, we take product quality and safety seriously.

Please inspect products before use and always follow the manufacturer's instructions, age recommendations, warnings, and care instructions.

If you believe a product may be unsafe or defective, discontinue use immediately and contact us.

9. Our Promise

At iMonsef, we believe premium service is part of the product.

We aim to make every return, replacement, or refund as simple and respectful as possible.

Your trust means everything to us.

iMonsef

Little Things. Big Moments.