Refund policy

Effective Date: Feb 20, 2026

Thank you for shopping with Dash & Twine. We take pride in our artisan-crafted pieces and want you to love your purchase. If something isn’t right, we’re here to help.

1) Return Eligibility

As we currently ship within the United Arab Emirates (UAE) only, return requests must be submitted within 7 days of receiving your order, subject to the conditions below.

You may request a return if the item is:

Defective, damaged, or incorrect, or
Unused, in its original condition, with original packaging and tags intact.

We are unable to accept returns for:

Items that have been used, washed, altered, or damaged after delivery
Custom, personalized, or made-to-order items (unless faulty)
Clearance or final sale items, if marked as such at purchase

2) How to Request a Return

To initiate a return, please email us at:

📧 support@dashandtwine.com

Kindly include:

Your order number
The reason for return
Clear photos of the item
An unboxing video for items damaged during shipping

For shipping damage, please contact us within 48 hours of delivery. For manufacturing faults, please contact us within 7 days of delivery.

We aim to respond within 2 business days with further instructions.

3) Return Shipping (UAE Only)

If the item is defective, damaged, or incorrect, Dash & Twine will arrange and cover the return shipping, where applicable.
For other approved returns, the customer is responsible for return shipping costs.

Items must be securely packed to prevent damage during return transit.

4) Refunds

Once your return is received and inspected:

You will receive an email confirmation regarding approval.
Approved refunds will be processed within 7–10 business days to your original payment method, subject to the applicable payment provider's processing time.

Please note:

Original delivery charges are non-refundable, unless the return is due to our error.
Processing times may vary depending on your bank or payment provider.

5) Exchanges

We currently do not offer direct exchanges.

If you wish to purchase a different item, please return the eligible product for a refund and place a new order.

6) Damaged or Faulty Items

If your order arrives damaged during shipping, please contact us within 48 hours of delivery with clear photos and an unboxing video. We use double-boxing and sustainable packaging materials to help protect fragile items such as glassware and pottery.

After reviewing your claim, we will arrange a replacement at no extra cost, where applicable.

For manufacturing faults, please contact us within 7 days of delivery so we can review the issue and determine the appropriate resolution.

All claims are subject to review and approval.

7) Order Cancellations

Orders may be cancelled within 12 hours of purchase. After this period, cancellation may not be possible due to order processing.

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

8) Contact Us

For any questions regarding returns or refunds, please contact us: