Returns & Refunds

Return Process

  • You have fourteen (14) days to return or exchange products.
  • The returns process requires two simple steps:
  1. Return the relevant products to a store as soon as possible in the same condition as supplied in their original packaging; and
  2. Submit the relevant invoice.
  • Please note that the duration is in accordance to the relevant applicable laws in your country, and in case of offers, special conditions are to be applied.


Online Return Process

Step 1:        

Call Alex Dubonair Customer service on 04-5208888 or email at and inform them that you want to return items. Share the required details with the customer service representative.

Step 2:

An email will be sent from Collection Team, including a 12-digit number called the Airway Bill Number “AWB”.

Step 3:

You have the choice to copy the “AWB” to the package, or print the label and tape it to the package.

Step 4:

You will receive a call from Courier to confirm pickup.

Step 5:

You will be refunded upon the confirmation of the return.



  • Any items whatsoever which have been provided free-of-charge with the relevant products must also be returned. You must take reasonable care of any products that you wish to return and not use them. The products must be returned in their original conditions. We will not be responsible for any loss or damage caused to the items during your possession and may reject the request to return, exchange or refund.
  • In the case of faulty, damaged or incorrectly supplied goods, we may offer you a substitute or replacement product or we will give you a full refund through the possible means, including any delivery charges you paid for (if any). In any case you must return the faulty, damaged or incorrect products to us as soon as possible in the same condition as supplied.


Exchanges Process

  • If you would like to exchange any products, you may visit the store at INDEX Holding, Nad Al Hammar, Dubai to return the items & purchase the replacement products.

*Please note that this is subject to availability and is per our applicable policies.



  • Subject to the above exclusions, we will process a refund upon receipt of the returned/exchanged products, excluding any delivery charges you paid for through ordering.
  • Any refunds given by us in relation to returns/exchanges will be made as follows:
  • Refunds will be done only through the original mode of payment.



  • If you wish to cancel your order, you may do so by calling our Customer Services department at 97145208888 or email during working hours and within one (1) hour of having placed it.
  • If you paid by credit card or debit card, and you have cancelled in accordance with this clause, then we will reverse the authorisation or process a refund transaction (as the case may be) as soon as possible, but we are not responsible for how long it will take to be reflected on your account as this is depending on bank processing procedures.
*Please note that we cannot accept cancellations outside of the specified periods as the order will have been processed and can only then be cancelled through our returns/refunds process as mentioned above.