Refund policy
Return & 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, returns must be requested within 7 days of receiving your order.
You may request a return if the item is:
- Defective, damaged, or incorrect, or
- Unused, in 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:
Kindly include:
- Your order number
- The reason for return
- Clear photos of the item (required for damaged, defective, or incorrect items)
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.
- 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.
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 or faulty, please contact us within 48 hours of delivery with photos. We will arrange a replacement or refund, subject to review and availability.
7) Order Cancellations
Orders may be cancelled within 12 hours of purchase. After this period, cancellation may not be possible due to order processing.
8) Contact Us
For any questions regarding returns or refunds: