Refund and return policy

This Refund and Return Policy applies to purchases and tailoring requests made through the Khayati Platform. It should be read together with our Terms and Conditions.

Khayati is a marketplace that connects customers with independent tailors, tailor stores, and comprehensive tailors. Some orders are ready-made products. Others are custom pieces made to your measurements, fabric, colour, and design choices.

Nothing in this policy is intended to limit rights that cannot be excluded under UAE Federal Law on Consumer Protection or other mandatory UAE rules.

Ready-made items are listed in a tailor store (for example abayas, kanduras, jalabiyas, and dresses sold in a stated size). These may be returned if the conditions below are met.

Custom tailoring is made to your specifications after you submit measurements and details, or after you accept a tailor’s offer. These pieces are produced for you personally and have stricter cancellation and return rules.

If an order includes both types, each item is assessed separately.

You may request a return or exchange of a ready-made item within 14 days of delivery, unless a shorter or longer period is shown at checkout for that listing.

The item must be unused, unwashed, and in its original condition, with tags, packaging, and accessories where supplied.

We may refuse a return if the item shows signs of wear, perfume, alteration, missing parts, or hygiene risk.

Colour, shade, or fabric texture may differ slightly from photos because of screen display and fabric batches. That alone is not usually a defect.

Sale, clearance, or final-sale items are returnable only if they are defective or not as described, unless UAE law requires otherwise.

Custom orders exist to create a unique piece for you. Once fabric is cut or production has clearly started, the order is generally non-returnable and non-refundable, except for a material defect or failure to match the agreed specification.

You may cancel a custom request before a tailor accepts it, or before production starts, and receive a refund of amounts paid for that cancelled work, minus any non-refundable fees clearly disclosed before you paid (if any).

If you provided incorrect measurements, incomplete details, or later changed the design after approval, extra cost or a remake fee may apply. A change of mind after production has started does not by itself create a refund right.

If the finished piece is materially different from the agreed design, size specification, or fabric you approved, contact us promptly. We will review photos and, where appropriate, arrange a repair, remake, partial refund, or full refund.

If you receive a damaged, incomplete, or incorrect ready-made item, tell us as soon as possible and no later than 48 hours after delivery, with photos of the item and packaging.

For custom pieces, report obvious faults as soon as you reasonably can after trying the garment, and within 7 days of delivery unless a hidden defect appears later.

We (or the tailor) may offer a repair, replacement, remake, or refund, depending on the fault and what is fair in the circumstances.

Damage caused after delivery by misuse, improper washing, or unauthorised alteration is not covered.

Use the Contact Us page, email support@khayati.ae, or call +971551786100. Include your order number, item name, and reason, plus photos where relevant.

We will confirm whether the request is approved, refused, or needs more information.

Do not return an item until we give a return instruction. Unauthorised returns may not be refunded.

You are responsible for keeping the item safe until it is collected or delivered back according to our instruction.

If the return is because of a defect, a wrong item, or our (or the tailor’s) error, return shipping is typically at our or the tailor’s cost.

If you return a ready-made item for a change of mind or size preference that was correctly described, you may bear return shipping, unless we state otherwise.

Items must be packed securely. Loss or damage in an unauthorised shipment is at your risk.

Khayati aims to protect both customers and tailors. Where payment is held until delivery or a milestone, a refund of unused amounts is processed after cancellation is confirmed.

Approved refunds are usually returned to the original payment method within 7 to 14 business days after we receive and inspect the item, or after we confirm that no item needs to be returned.

Bank and card providers may take extra time to show the credit. Instalment or wallet payments (if used) follow the provider’s rules.

Delivery fees, customisation add-ons already produced, and non-refundable service fees disclosed at checkout may be deducted where allowed by UAE law.

Independent tailors, store owners, and comprehensive tailors remain responsible for the quality of their work and for honouring this policy for orders they fulfil, unless Khayati has clearly accepted that responsibility.

If a dispute arises, Khayati may mediate using order records, chat, measurements, and photos. We may pause payouts while a genuine dispute is reviewed.

Fraudulent return claims, switched items, or abuse of this policy may lead to account suspension.

This policy is intended to operate under the laws of the United Arab Emirates and general consumer protection principles, including fair description of goods and remedies for defective or non-conforming products.

If this policy conflicts with a mandatory UAE consumer right, the mandatory right prevails.

For questions, contact Khayati at support@khayati.ae or through the Contact Us page. Our listed location is Mohammed Bin Zayed City, MBZ East 9, Building Moza Salem Rashed, Abu Dhabi, UAE.