Refund policy

Return and Refund Policy

At Tough Gear, a brand of Mustafawi Group LLC, we strive to ensure your satisfaction with every purchase. If for any reason you're not fully satisfied, we offer a straightforward return and refund policy, in accordance with Dubai/UAE eCommerce guidelines.

Return Timeframe:
You have 7 days from the date of receiving your product to request a return. After this period, we will not be able to accept returns or issue refunds.

Eligibility for Returns:
To be eligible for a return, the product must meet the following conditions:

• It must be in new, unused condition.
• The product must be in its original, undamaged packaging, including any protective wrapping that came with the item.
• All tags and labels must be intact and unremoved.
• The receipt or proof of purchase is required.
• The item must not show signs of wear or damage, including damage from improper packing during return shipping.

Return Process:

1. Initiate a Return:
• Contact us at onlinesales@mostafawi.ae or +971526925264 within 7 days of receiving your item to request a return.
• Provide your order number, photos of the items at the time you changed your mind, and a brief explanation of why you want to return them.
• Cost of AED 35 as return shipping charges should be bear by the customer for all approved return returned by Tough Gear customer service. 
2. Return Address and Instructions:
• Upon approval, you will receive a return shipping label and detailed instructions on how to send the product back to us.
• Items must be returned to the address specified in the instructions.
3. Packing for Return:
• To prevent any damage during the return process, please repack the item securely using the protective wrapping that came with it. This is mandatory. We will not accept returns for items that are damaged due to inadequate packaging.

Damages and Issues:

• Inspect your order upon receipt. If the item is damaged, defective, or incorrect, contact us immediately at onlinesales@mostafawi.ae or +971526925264 and provide photos as proof of the issue.
• We will assess the issue and take appropriate action to resolve it, whether it involves a replacement, repair, or refund.

Non-Returnable Items:

• Certain products are non-returnable due to hygiene or safety reasons, such as personal care items, opened or used products, and hazardous materials.
• Sale items, gift cards, and custom orders are also non-returnable.

Exchanges:

• If you wish to exchange an item, the fastest method is to return the item and place a new order for the desired product once the return is approved.

Refunds:

• After receiving and inspecting your returned item, we will notify you whether your refund is approved. If approved, your refund will be processed back to your original payment method within 10 business days.
• Please note that depending on your bank or card issuer, it may take additional time for the refund to be posted to your account.

Damaged Returns:

• Tough Gear will not accept or refund any damaged items that are returned with visible damage or incorrect packaging at the time of receiving the return. If items are damaged during the return process, the return will be denied, and no refund will be issued.

For any further inquiries, or if you need assistance with your return, please don’t hesitate to contact us at onlinesales@mostafawi.ae or +971526925264.

This policy adheres to all applicable laws and eCommerce regulations in the UAE, ensuring a fair and transparent process for all our customers. Thank you for choosing Tough Gear.