Refund Policy

1. About this Refund Policy

This Refund Policy explains how refunds, returns and Buyer Protection claims work for purchases made through the Wair website, mobile app and marketplace available through https://www.wair.ae.

This Refund Policy applies to sales completed through the platform and should be read together with the Terms of Service, Privacy Policy and other policies published by Wair. By buying or selling an item through Wair, users agree to this Refund Policy.

Nothing in this Refund Policy limits any mandatory consumer protection rights that a buyer may have under UAE law or other applicable law that cannot be excluded by agreement.

2. Wair's role in refunds

Wair operates a secondhand apparel marketplace that connects buyers and sellers. Refunds are administered through Wair's Buyer Protection process, but the underlying sale of an item remains primarily between the buyer and seller, subject to this Refund Policy and Wair's dispute handling.

Unless clearly stated otherwise, Wair is not the seller, owner, manufacturer, inspector or authenticator of items listed on the marketplace, and Wair does not physically collect, inspect, authenticate, clean, store or quality-check items before delivery.

Payments, payouts and refunds are processed through an authorised third-party payment provider. Users will be required to accept that provider's own terms of Service before making a purchase, receiving a payout or receiving a refund.

3. Buyer Protection

Buyers pay a Buyer Protection fee on each purchase, in addition to the item price and the collection & delivery fee. The Buyer Protection fee funds Wair's refund process, dispute handling and marketplace mediation, and is shown at checkout before a purchase is completed.

4. Reporting an issue

Buyers must report a problem with an order within 48 hours of delivery being confirmed, using the relevant in-app or website process, on the relevant order. Reports should describe the problem and, where relevant, include supporting photos or other evidence.

If a buyer does not report an issue within this period, or confirms that an order is as expected, the order is treated as complete, and the seller's payout is released in accordance with the Terms of Service. Reporting an issue after this period has elapsed does not guarantee a refund, although Wair may still consider a late report in exceptional circumstances or where required by applicable law.

5. What can be refunded

A refund or return may be available where an item:

• is significantly not as described (SNAD), including where it is materially different in condition, authenticity, size, colour or other key characteristic from the listing;
• is not received, or is lost in delivery;
• arrives damaged;
• appears to be counterfeit, unauthorised or otherwise prohibited under the Terms of Service; or
• otherwise raises a legitimate concern about the accuracy of the listing or the condition of the item.

Refund requests based on personal preference, sizing choice, fit or a change of mind are not guaranteed and require the seller's agreement.

6. Items that cannot be returned

Wair may restrict returns for hygiene-sensitive items, altered items, items worn or used beyond trying on, items missing original tags where stated, packaging or accessories that formed part of the listing, and any other items identified in the marketplace rules. These restrictions do not apply where a return relates to an item being significantly not as described, damaged, faulty, counterfeit or otherwise ineligible under this Refund Policy.

7. Returning an item

Where Wair or the seller requests the return of an item, the buyer must agree to send the item back within 5 business days of the request, using the return method supplied by Wair. The item must be returned in the same condition in which it was received, together with any tags, packaging or accessories included in the original listing, unless the return relates to a fault, damage or counterfeit concern.

Sellers must confirm receipt of a returned item within 48 hours of it being delivered back to them. Wair may treat a return as accepted, and process the buyer's refund, if the seller does not respond within this window.

8. How refund requests are resolved

When an issue is submitted, the seller is asked to choose a resolution from their presented options. Where the buyer and seller cannot agree, or where Wair identifies a case requiring further review, Wair may intervene and review the available evidence, making a decision under its Buyer Protection process for the benefit of both parties.

Wair may request further evidence from the buyer, seller, delivery provider, payment provider or other relevant parties, including listings, photos, messages, delivery records, payment records and account information, before deciding a claim. Wair may make reasonable decisions on disputes, including approving a refund, declining a claim, requesting further evidence, or reversing a transaction through the payment provider.

9. Amount refunded

Where a full refund is approved, it will normally include the price paid for the item, the Buyer Protection fee paid for that item, and the collection & delivery fee paid for the order. This is at the discretion of Wair and will be agreed on a case-by-case basis.

Where only part of an order is refunded, these amounts are calculated proportionally based on the items retained by the buyer and do not include the Buyer Protection fee paid for that item, or the collection & delivery fee paid for the order.

Wair may approve a partial refund instead of a full refund, where this fairly reflects the issue reported.

10. How refunds are paid

Approved refunds are issued to the buyer's original payment method through Wair's authorised third-party payment provider.

Refunds typically take up to 5 business days to appear in your account, depending on the buyer's bank or payment provider. These timeframes are subject to your payment providers Terms & Conditions and are not in the control of Wair.

Business days exclude weekends and public holidays in the United Arab Emirates. If a refund does not arrive within the expected timeframe, buyers should contact Wair support.

11. Cancellations before collection

A buyer may cancel an order and request a refund before the item has been collected by the courier, subject to any marketplace rules published by Wair. Once an item has been collected for delivery, a cancellation request is treated as a return and is subject to this Refund Policy.

12. Failed or lost delivery

Wair organises collection and delivery through third-party delivery providers and does not physically inspect, authenticate or take custody of items. Where an item is not delivered or is lost by a delivery provider, the buyer should report this promptly so that Wair can investigate using tracking information, courier evidence and delivery records.

13. Counterfeit and prohibited items

Where a buyer reports that an item appears to be counterfeit, unauthorised, unsafe or otherwise prohibited, Wair may suspend the seller's payout, request further evidence, and issue a refund without requiring the item to be returned, particularly where returning a confirmed counterfeit or unsafe item would not be appropriate. Wair may also restrict or remove the seller's listing or account, in accordance with the Terms of Service.

14. Seller payouts and holds

Seller payouts are processed through an authorised third-party payment provider and are otherwise released in accordance with the Terms of Service. Where a refund claim, dispute or investigation is in progress, Wair may delay, withhold, reduce or reverse a payout until the matter is resolved.

15. Chargebacks and payment disputes

Where a buyer raises a chargeback or payment dispute directly with their bank or card provider instead of, or in addition to, reporting an issue to Wair, Wair may investigate the transaction, request evidence from the buyer and seller, and take steps required by the payment provider, including recovering amounts from a seller's payout where a chargeback is upheld.

16. Misuse of the refund process

Buyers must use the Buyer Protection and refund process in good faith. Buyers must not submit false or exaggerated claims, misuse the reporting tools, request a refund while keeping an item where this has not been agreed, or otherwise abuse this Refund Policy. Sellers must not use false condition statements, misleading photos or inaccurate listings to avoid a legitimate refund claim.

Wair may decline a claim, restrict an account, suspend a user, or take other appropriate action under the Terms of Service and Acceptable Use Policy where misuse of the refund process is identified.

17. Evidence and record-keeping

Wair may use listings, photos, messages, delivery records, payment records, account information and other evidence submitted by users to assess a refund claim. Users are responsible for providing accurate and complete information when reporting an issue or responding to a claim.

18. Changes to this Refund Policy

Wair may update this Refund Policy from time to time to reflect changes to the marketplace, Buyer Protection process, payment flow, delivery arrangements, fees, dispute handling or legal requirements. The updated version will be published on the platform with a revised date. Continued use of the platform after changes take effect means the user accepts the updated Refund Policy.

19. Governing law

This Refund Policy is governed by the laws of the United Arab Emirates, unless mandatory consumer protection, data protection or other laws provide otherwise. Courts or dispute resolution bodies in the United Arab Emirates will have jurisdiction, subject to any mandatory rights users may have under applicable law.

20. Contact

For refund, Buyer Protection or order-related enquiries, contact Wair at support@wair.ae