Refund policy
Refund Policy
Last Updated: May 26, 2026
1. Overview
The Product Co., operated by THE MAISON AVENUE and headquartered in the United Arab Emirates, serves customers worldwide. We are committed to your satisfaction with every purchase. This Refund Policy applies to all orders placed through theproductcodubai.com, regardless of the customer's country of residence, and is designed in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection. Customers in other countries retain any mandatory consumer rights granted under their local laws.
2. Returns
You may request a return within 14 days of receiving your order, provided the item is:
- Unused and in its original condition
- In its original packaging with all tags and accessories intact
- Accompanied by proof of purchase (order number or receipt)
Items that are damaged due to misuse, or that have been used, washed, or altered, are not eligible for return.
3. International Returns
For customers outside the UAE, return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product. We strongly recommend using a tracked and insured shipping method for international returns, as we cannot be held responsible for items lost or damaged in transit back to us.
Please note that original international shipping fees are non-refundable.
4. Non-Returnable Items
The following items cannot be returned or exchanged:
- Perishable goods
- Personal care or hygiene products once opened
- Items marked as final sale or non-refundable at the time of purchase
- Gift cards
5. How to Initiate a Return
To start a return, please contact us at e.comm.store95@gmail.com with:
- Your order number
- Your country of residence
- The reason for your return
- Photos of the item (if damaged or defective)
Our team will respond within 2–3 business days with return instructions specific to your location.
Please do not send items back without first receiving written confirmation from our team.
6. Refunds
Once your returned item is received and inspected at our UAE facility, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 7–14 business days. Please allow additional time for international bank processing, which may vary depending on your country and financial institution.
Shipping costs are non-refundable unless the return is due to our error or a defective product.
7. Exchanges
If you received a defective, damaged, or incorrect item, we will exchange it at no additional cost. Please contact us within 7 days of delivery with photos of the item and your order number.
8. Order Cancellations
Orders may be cancelled before they are dispatched from the UAE. Once an order has been shipped, it cannot be cancelled. Please contact us as soon as possible at e.comm.store95@gmail.com if you wish to cancel, quoting your order number.
9. Customs Duties and Taxes
Customs duties, import taxes, and fees paid by international customers are non-refundable by The Product Co. or THE MAISON AVENUE, as these are levied by your country's customs authority. Please contact your local customs office for any queries regarding such charges.
10. Governing Law
This Refund Policy is governed by the laws of the United Arab Emirates, including UAE Federal Law No. 15 of 2020 on Consumer Protection. Customers outside the UAE retain any mandatory consumer protection rights under their local applicable laws.
11. Contact Us
For refund or return enquiries:
Email: e.comm.store95@gmail.com
The Product Co. — a brand of THE MAISON AVENUE
Headquartered in the United Arab Emirates | Serving Customers Worldwide