Return and Refund Policy

1. General Conditions

We accept returns and exchanges under specific conditions to ensure a fair process for all our customers. Items eligible for return must be in their original condition, with tags and packaging intact. Proof of purchase, such as a receipt or order confirmation, is required.

2. Return Eligibility

• Time Frame: Items can be returned within 14 days of receipt.
• Condition: The product must be unused, unworn, and in its original condition with all original tags attached. Items that show signs of wear, alteration, or damage are not eligible.
• Non-Returnable Items: Certain items, including but not limited to intimate apparel, custom-made orders, and sale or clearance items, are not eligible for return or exchange. This will be clearly stated on the product page.

3. Return Process

For in-store purchases, please bring the item and proof of purchase to our physical location: Store 11, New Gold Souq Center, Al Mina Road, Al Raffa, Bur Dubai, Dubai, UAE.

For online purchases, follow these steps:

1. Initiate a Return: Contact us at returns@nilaatrends.com with your order number, item details, and reason for return.
2. Return Approval: Once approved, you will receive instructions on how to ship your item back to us.
3. Shipping Costs: Customers are responsible for return shipping costs unless the return is due to a fault on our part (e.g., a defective or incorrect item).

4. Refunds

Once the returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

• Refund Method: Refunds are processed to the original payment method.
• Processing Time: Approved refunds are processed within 7-14 business days. Please note that bank processing times may vary and can impact when the refund is reflected in your account.
• Shipping Costs: Shipping fees are non-refundable unless the return is due to our error.

5. Exchanges

Exchanges are available for in-store and online purchases, subject to stock availability. For online purchases, please initiate an exchange by contacting us at exchanges@nilaatrends.com. Customers are responsible for any return shipping costs, with NILAA covering the cost to ship the exchanged item back.

6. Defective or Damaged Items

If you receive a defective or damaged item, please notify us within 7 days of receipt for a replacement or refund. Send a photo and description of the issue to support@nilaatrends.com for assistance.

7. International Returns and Customs

For international orders, customers are responsible for any customs duties or import taxes that may apply to the returned item. Please mark the return as “Return Merchandise” to avoid additional charges.

8. Contact Us

For questions regarding our Return and Refund Policy, please contact us at:

• Customer Service Center: +971556432500
• Email: info@airnxtgroup.com
• Address: Store 11, New Gold Souq Center, Al Mina Road, Al Raffa, Bur Dubai, Dubai, UAE