Refund & Return Policy

Effective Date: 23 February 2026
Last Updated: 23 February 2026

At Nateel.com, we want you to be completely satisfied with your purchase. Please read our Refund and Return Policy carefully before placing an order. By purchasing from nateel.com, you agree to the terms outlined below.

This policy is prepared in compliance with Federal Law No. 15 of 2020 on Consumer Protection (UAE) and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means (UAE E-Commerce Law).

1. RETURN WINDOW

You may request a return within 3 days of receiving your order. Requests submitted after 3 days from the delivery date will not be accepted under any circumstances.

To initiate a return, contact us at support@nateel.com within the 3-day window with your order number and reason for return. We will review your request and provide further instructions.

2. CONDITIONS FOR RETURN

To be eligible for a return, the following conditions must be met:

- The return request must be submitted within 3 days of the delivery date.
- The product must be unused, unworn, and in its original condition.
- All original packaging must be intact and undamaged. Products returned with damaged, opened, torn, or missing boxes will not be accepted and will be sent back to the customer at their expense.
- All original tags, labels, accessories, and documentation must be included.
- The product must not show any signs of use, wear, alteration, or tampering.
- Items must be returned in the same condition they were received.

We reserve the right to reject any return that does not meet the above conditions.

3. NON-RETURNABLE ITEMS

The following items cannot be returned or refunded under any circumstances:

- Products with damaged, opened, or missing original packaging
- Items that have been used, worn, or washed
- Perishable goods or items with hygiene seals that have been broken
- Products marked as "Final Sale" or "Non-Returnable" at the time of purchase
- Gift cards or store credits
- Customized or personalized items
- Items returned after the 3-day return window

4. RETURN SHIPPING

- Customers are responsible for all return shipping costs unless the item received was defective or incorrect due to our error.
- We recommend using a trackable shipping method. Nateel.com is not responsible for items lost or damaged during return transit.
- Return shipping instructions will be provided once your return request is approved.

5. REFUND POLICY

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

- If approved, your refund will be processed within 21 business days from the date we receive and verify the returned item.
- Refunds will be issued to the original payment method used at the time of purchase.
- Shipping fees and any handling charges paid at the time of order are non-refundable unless the return is due to our error (e.g., wrong item sent, defective product).
- If your return is rejected due to not meeting our conditions, the item will be sent back to you and no refund will be issued.

Please note that your bank or payment provider may require additional time to reflect the refund in your account after we have processed it. This is outside our control.

6. EXCHANGES

We currently do not offer direct exchanges. If you would like a different item, please return the original item (subject to our return conditions) and place a new order.

7. DEFECTIVE OR INCORRECT ITEMS

If you have received a defective, damaged, or incorrect item, please contact us within 3 days of delivery at support@nateel.com with:

- Your order number
- A clear description of the issue
- Photographs of the defective or incorrect item and its packaging

We will review your claim and, if verified, arrange a replacement or full refund at no additional cost to you, including return shipping.

8. ORDER CANCELLATIONS

Orders may be cancelled before they are dispatched. Once an order has been shipped, it cannot be cancelled and must go through the standard return process.

To request a cancellation, contact us immediately at support@nateel.com with your order number.

9. HOW TO INITIATE A RETURN

Step 1: Email support@nateel.com within 3 days of receiving your order.
Step 2: Include your order number, the item(s) you wish to return, and your reason for return.
Step 3: Wait for our team to review and approve your request. Do not ship items back without approval.
Step 4: Once approved, pack the item securely in its original intact packaging and ship it using the instructions provided.
Step 5: Share the tracking number with us once shipped.
Step 6: Upon receipt and inspection, we will process your refund within 21 business days.

10. CONTACT US

For any questions about this policy or to initiate a return, please reach out to us:

Email: support@nateel.com
Website: nateel.com

Our customer support team aims to respond to all inquiries within 1-2 business days.

© 2026 Nateel.com. All rights reserved.
This policy is subject to change at any time. The version published on nateel.com at the time of your purchase will apply to your order.