Returns Refunds and Exchange Policy

Front Row Designs' Policy is built and aligned with UAE consumer protection law — Federal Decree-Law No. 15 of 2020 on Consumer Protection and its Executive Regulations (Cabinet Decision No. 66 of 2023) — and the Dubai DET/CCCP minimum 7-day right of return for online purchases.

1. Our Promise

We want every Front Row piece to earn its place in your wardrobe. If something isn’t right — the fit, the colour, or simply a change of heart — we make putting it right straightforward. This policy explains how returns, exchanges, and refunds work, and sets out the rights you hold under UAE consumer protection law.

 

2. The 7-Day Window

You may request a return or exchange within 7 calendar days of the delivery date shown on your tracking confirmation. This already meets the minimum return right set out under UAE consumer protection regulation for online purchases.

Within this window, you may choose between:

 

3. Condition for Eligible Returns

To be accepted, items must be returned in the same condition in which they were delivered:

 

Items that do not meet these conditions may be declined and returned to you at your cost, or accepted only for a reduced store credit at our discretion.

 

4. Non-Returnable & Final Sale Items

The following items cannot be returned or exchanged, except where faulty:

 

5. Faulty, Damaged, or Incorrect Items

If you receive a piece that is faulty, damaged in transit, or not what you ordered, this is treated separately from a change-of-mind return, and your right to a free repair, replacement, or refund is guaranteed under UAE consumer protection law — it is not limited by the conditions in Section 3.

Please contact us as soon as possible, and ideally within 48 hours of delivery, with your order number and photos of the issue. We will arrange a free return courier collection and resolve the issue at no cost to you, by your choice of repair, replacement, or full refund.

  

6. How to Start a Return or Exchange

 

7. Return Shipping & Costs

For a change-of-mind return or exchange, return shipping is the customer's responsibility. We'll provide simple instructions and a recommended courier option once your return is confirmed.

Faulty, damaged, or incorrect items are always returned free of charge to you, regardless of the reason for the return.

 

8. Refunds

Where a refund is due, we process it to your original payment method within 5 –10 business days of receiving and inspecting the returned item. Please allow additional time for your bank or card issuer to reflect the refund in your account.

Buy-now-pay-later orders (Tabby / Tamara): if you paid by instalments, your refund is processed in line with the relevant provider’s own terms — typically, any instalments already paid are refunded and any remaining instalments are cancelled. Please also notify Tabby or Tamara directly via their app if you do not see this reflected promptly.

Cash on Delivery (COD) orders: as there is no original payment method to refund to, COD refunds are issued via bank transfer to the customer's registered account, or store credit). Where a bank transfer is used, we may ask you to confirm your account details before the refund is processed.

 

9. Exchanges

Exchanges for a different size or colour are subject to stock availability at the time of your request. If your preferred size or colour is unavailable, we will offer the closest available alternative, store credit, or a refund in line with Section 2. Because many Front Row pieces are made in limited runs, we recommend contacting us as early as possible within your 7-day window to secure your preferred exchange.

 

10. Order Changes & Cancellations

You may cancel or amend your order — including changing the delivery address — within 24 hours of placing it, by contacting us at

customercare@frontrowdesigns.com or WhatsApp +971 50 835 8281 with your order number. Once a piece has entered production or been dispatched, changes can no longer be guaranteed, and the standard return process in this Policy will apply instead.

 

11. International Orders

We ship internationally via Aramex VIP Services. For international orders, the 7-day window in Section 2 runs from confirmed delivery. Customs duties or import charges (if any) are non-refundable and return shipping timelines may be longer than for domestic UAE orders. 

 

12. Contact Us

For anything related to your return, exchange, or refund: Contact

Email: customercare@frontrowdesigns.com

WhatsApp: +971 50 835 8281

 

 

This Policy operates alongside, and does not limit, your statutory rights under UAE consumer protection law.