سياسة الاسترجاع

Effective Date: April 28, 2026
Last Updated: April 28, 2026

At Scripted Stories, customer satisfaction matters to us. If you are not completely satisfied with your purchase, you may be eligible for a return, exchange, or refund subject to the terms outlined in this policy. Please review this page carefully before submitting a return request.

1. Overview

This Refund & Return Policy applies to purchases made through scriptedstories.ae. By placing an order on our website, you agree to the terms of this policy regarding returns, refunds, exchanges, damaged items, and cancellations.

Return and refund eligibility may vary depending on the product type, item condition, reason for return, and the timeframe in which the request is made.

2. Return Eligibility

To be eligible for a return, the item must meet the following conditions:

  • The return request is submitted within 14 days of receiving the order

  • The item is unused, unworn, unwashed, and in its original condition

  • The item is returned in its original packaging, including tags, accessories, manuals, and any included components (if applicable)

  • The item is not damaged due to misuse, negligence, or improper handling after delivery

  • Proof of purchase, order number, or receipt is provided

We reserve the right to inspect returned items before approving a refund or exchange.

3. Non-Returnable & Non-Refundable Items

For hygiene, safety, operational, or product-specific reasons, certain items are not eligible for return, exchange, or refund. These include:

  • Final sale or clearance items

  • Opened or used personal care, grooming, or hygiene-related products

  • Items damaged due to customer misuse, mishandling, or unauthorized alterations

  • Customized, personalized, or made-to-order items

  • Digital products, downloadable content, or gift cards

  • Products specifically marked as non-returnable at the time of purchase

Please review product-specific notes on each product page before placing your order.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incomplete, or incorrect, please notify us within 48 hours after delivery of receiving your order.

To help us process your request quickly, please provide:

  • Your order number

  • A clear description of the issue

  • Photos or videos showing the product condition, packaging, and shipping label (if applicable)

You can report such issues by contacting us at support@scriptedstories.ae or +971 50 230 0707.

If your claim is approved, we may offer one of the following, depending on the situation:

  • Replacement item

  • Exchange

  • Store credit

  • Partial refund

  • Full refund

5. How to Request a Return

To request a return, refund, or exchange, please follow these steps:

  1. Contact our support team at support@scriptedstories.ae within the applicable return window

  2. Provide your order number and reason for the request

  3. Share any required photos, videos, or supporting details if requested

  4. Wait for return approval and return instructions from our team

  5. Ship the item back to the designated return address (if approved)

  6. Once received and inspected, we will notify you of the outcome

Please do not return any item without prior approval, as unauthorized returns may not be accepted or processed.

6. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

If the return is due to our error (damaged, defective, incorrect, or incomplete item):
We will cover the return shipping cost or provide an alternative resolution, subject to review.

If the return is due to change of mind or customer preference (e.g., no longer needed, ordered wrong item):
The customer is responsible for return shipping charges and any applicable handling or restocking fees.

7. Refund Process

Once your returned item is received and inspected, we will notify you whether your refund request has been approved or rejected.

If approved:

  • Refunds will be issued to the original payment method used at checkout

  • Refunds include the product amount only (shipping charges are generally non-refundable unless the return is due to our error)

  • Refund processing may take up to 7 business days after approval

  • Actual posting time may vary depending on your bank, payment provider, or card issuer

If your refund is not approved, we will provide a reason and discuss alternative resolutions where applicable.

8. Exchanges

If exchanges are offered by Scripted Stories, eligible items may be exchanged for:

  • The same item in case of defect or damage

  • A replacement unit (subject to availability)

  • An alternate size, color, or variation (subject to stock)

Exchange eligibility is subject to the same return conditions outlined in this policy. If exchanges are not available for a particular item, we may recommend a refund (if eligible) and a new order placement instead.

9. Late or Missing Refunds

If you have been notified that your refund was approved but have not received it within the expected timeframe:

  • First, check your bank account or payment method statement

  • Contact your credit card provider or payment gateway, as processing times may vary

  • Check with your bank, as there may be additional posting delays

If you still have not received your refund after taking these steps, please contact us at support@scriptedstories.ae.

10. Order Cancellations

Cancellation requests must be submitted within 1 hour of placing the order. Once an order has been processed, packed, or dispatched, cancellation may no longer be possible.

  • If cancellation is approved before dispatch, a full refund will be processed to the original payment method

  • If the order has already shipped, you will need to follow the standard return process

To request a cancellation, contact us as soon as possible at support@scriptedstories.ae or +971 50 230 0707.

11. Refused Deliveries or Failed Deliveries

If a customer refuses delivery without a valid approved reason, or if a delivery fails due to incorrect address details, unavailability, or failure to accept the shipment:

  • Return shipping or re-delivery charges may apply

  • Refund eligibility may be reduced by shipping, handling, or restocking fees

  • Orders returned due to incorrect or incomplete address information may not qualify for a full refund

Customers are responsible for ensuring all shipping details are accurate at the time of checkout.

12. Policy Updates

We may update this Refund & Return Policy from time to time. Any updates will be posted on this page, and the revised version will become effective as of the Last Updated date shown above. We encourage customers to review this page before making a purchase or submitting a return request.

13. Contact Us

If you have any questions about returns, refunds, exchanges, or cancellations, please contact us:

  • Email: support@scriptedstories.ae

  • Phone: +971 50 230 0707