Refund policy

Last Updated: 22/03/2026

At Unidentity, we want you to love what you wear. If something isn't right, we're here to make it easy.

1. Eligibility for Returns

1.1. To be eligible for a return, the following conditions must be met:
- Items must be returned within 14 days of the delivery date
- Items must be unworn, unwashed, and in their original condition
- All original tags must be attached and all original packaging contents included
- Sale items are final sale and cannot be returned or exchanged, unless the item is defective or incorrect

2. Non-Returnable Items

2.1. The following items cannot be returned under any circumstances:
- Gift cards
- Customised or personalised items
- Underwear and swimwear (for hygiene reasons)

3. How to Return an Item

3.1. To initiate a return, please follow these steps:

Step 1 — Log In: Log into your account at unidentityclothing.com, go to "Orders", select your order and click "Return", then fill out the form with your reason for return.

Step 2 — Prepare Your Package: Place the item(s) in their original packaging with all tags attached and include a note with your order number and reason for return.

Step 3 — Ship Your Return: Once your return is approved, we will arrange a courier to collect the item(s) from your specified address. You will be notified of the collection date and any instructions.

Step 4 — Return Shipping Costs: Return shipping costs are our responsibility, we will cover the return shipping cost.

4. Refunds

4.1. Refund Process
Once we receive and inspect your returned item(s), we will notify you by email of the approval or rejection of your refund.

4.2. If approved, your refund will be processed and a credit applied to your original payment method within 5–10 business days, depending on your bank or payment provider.

4.3. Tabby Payments: If your original payment was made through Tabby, the refund will be processed back through Tabby in accordance with their refund policy. Your installment plan will be adjusted accordingly.

4.4. Partial Refunds
Items that are returned not in their original condition, damaged, or missing parts not due to our error may be eligible for a partial refund at our discretion.

4.5. If you have not received your refund within 10 business days of our approval notification, please:
- Check your bank account again
- Contact your credit card company, as processing times may vary
- If still unresolved, email us at info@unidentityclothing.com

5. Exchanges

5.1. We replace items only if they are defective, damaged, or if you received the wrong item.

5.2. To request an exchange, email us at info@unidentityclothing.com within 14 days of delivery with your order number, a description of the issue, and photos where possible.

5.3. Once your exchange request is approved and we have received the original item, we will dispatch the replacement within 5–7 business days.

6. Damaged or Incorrect Items

6.1. If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at info@unidentityclothing.com with your order number and clear photos of the issue. We will prioritise a resolution at no additional cost to you.

7. GCC and International Customers

7.1. For customers in Saudi Arabia, Kuwait, Bahrain, Qatar, Oman, Jordan, Lebanon, and Egypt: your statutory rights under your local consumer protection laws are not affected by this policy. Where local law provides you with greater rights than those stated here, those rights will apply.

7.2. Please note that for international returns, customs duties and import taxes paid on the original order are non-refundable by us, as these are collected by your local customs authority.

8. Contact Us

For any questions about our returns and refunds, please contact us at:

Email: info@unidentityclothing.com
Company: Unidentity Clothing FZE LLC
Address: Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates