This Refund & Returns Policy explains how Maison EM7 handles change-of-mind returns, defective or incorrect items, cancellations, and refunds for orders placed through em7.sawatech.ae.

Our approach is designed to respect UAE consumer expectations under Federal Law No. 15 of 2020 on Consumer Protection and related distance-selling rules (including the common 14-day return window for eligible unused online purchases). Marketplace orders (Amazon UAE, Noon) follow that marketplace’s returns process.

1. Summary

  • Change of mind (eligible items): request within 14 days of delivery; item unused, unopened where hygiene applies, in original packaging with proof of purchase.
  • Defective / damaged / wrong item: contact us as soon as possible; we will arrange repair, replacement, or refund as appropriate.
  • Refund method: original payment method where possible; bank/card timelines may take additional business days after we process the refund.
  • How to start: email [email protected] with your order number.

2. Cooling-off / change-of-mind returns (distance sales)

For most products bought online from Maison EM7’s website, you may return an item within 14 calendar days from the date you receive it, provided:

  • The product is unused and in the same condition as delivered;
  • It is returned in its original packaging with seals/labels intact where applicable;
  • You include proof of purchase (order number / invoice);
  • The product is not excluded under Section 4.

To meet the deadline, contact us within the 14-day window; we will then confirm return shipping instructions. Do not send products back without confirmation, or we may be unable to match your return.

3. How to request a return

  1. Email [email protected] with subject “Return Request – [Order Number]”.
  2. Include: order number, product name (e.g. Baby Bottle Cleanser Blue / Red), reason for return, and photos if the item is damaged or incorrect.
  3. Wait for our written approval and return address / courier instructions.
  4. Pack the item securely and follow the shipping method we specify.
  5. After we receive and inspect the return, we confirm approval or explain any issue.

We aim to acknowledge return requests within one business day where possible.

4. Non-returnable / limited-return items

For hygiene, safety, and product-integrity reasons — consistent with common UAE distance-selling exceptions — the following are generally not returnable for change of mind once opened or unsealed:

  • Opened personal-care, cosmetic, or cleansing liquids where the seal is broken (including opened bottle cleansers, wash, lotion, or oil once launched);
  • Products damaged after delivery due to misuse, improper storage, or negligence;
  • Customized or personalized items (if offered);
  • Gift cards or promotional credit (if offered);
  • Items explicitly marked as final sale.

Important: These limits do not remove your rights for defective, unsafe, or wrongly described goods. If an unopened product arrives damaged, leaking, or incorrect, Section 5 applies.

5. Defective, damaged, or incorrect products

Please inspect your parcel on delivery. If you receive:

  • A damaged or leaking product;
  • A defective product that fails under normal use according to instructions;
  • A wrong product or wrong colourway/size versus your order;
  • A missing item from a multi-item order;

contact us promptly with photos of the packaging, labelling, and product. Under UAE consumer-protection principles, you may be entitled to repair, replacement, or a refund as appropriate. We cover reasonable return shipping for confirmed defective or incorrect items.

6. Return condition and inspection

Returned goods must:

  • Be securely packed to prevent transit damage;
  • Include accessories and inserts that were in the original box;
  • Not show signs of use beyond what is reasonably needed to examine the goods (for eligible unopened returns, prefer untouched seals).

We may decline a change-of-mind return if the product is used, incomplete, or not in original condition. If we decline, we will explain why and may return the item to you (postage arrangements to be agreed).

7. Return shipping costs

  • Change of mind: customer typically bears return shipping costs, unless we state otherwise for a campaign or error on our side.
  • Our error / defect / wrong item: Maison EM7 bears reasonable return shipping costs.

Original outbound shipping charges may be refundable depending on the case (fully refundable for our error; for change of mind, outbound shipping may be non-refundable if separately charged).

8. Refunds

Once a return is approved and inspected:

  • We process the refund to the original payment method where possible;
  • We aim to process approved refunds within 7–14 business days of receiving the returned goods (or confirming non-delivery / cancellation);
  • Card issuers or banks may take additional days to post the credit;
  • If original payment cannot be credited, we will arrange an alternative method with you.

Partial refunds may apply if only part of an order is returned, or if promotional free gifts must be returned with the related paid item.

9. Exchanges

Where stock allows (for example exchanging Blue for Red cleanser packaging), we may offer an exchange. The fastest method is often to return the original item and place a new order once the return is approved. Price differences will be charged or refunded accordingly.

10. Cancellations before shipping

If your order has not yet shipped, email us immediately. We will attempt to cancel and refund. Once handed to the courier, the order follows the returns process after delivery (or refusal of delivery where permitted by the courier).

11. Late or missing refunds

If you have not received a promised refund:

  1. Check your bank / card statement and spam folder for our confirmation;
  2. Contact your bank or card issuer (they may need several business days);
  3. Email [email protected] with your order number and payment proof so we can investigate with our payment provider.

12. Wholesale and marketplace orders

  • Amazon UAE / Noon: use the platform’s returns centre and policy for that seller listing.
  • Wholesale: returns for business orders are governed by the wholesale agreement or written terms provided with the quotation/invoice.

13. Consumer complaints

We prefer to resolve issues directly and quickly. If you remain dissatisfied, you may seek assistance through UAE consumer-protection channels (Ministry of Economy consumer services / your emirate’s Department of Economic Development) as applicable.

14. Contact

Maison EM7 Returns
Email: [email protected]
Contact form

Related policies: Privacy Policy · Terms & Conditions · Shipping Policy