Order Cancellation Policy - Understand Our Process

Order Cancellation, Exchange & Return Policy

This policy applies exclusively to purchases made through our official website:
www.mawwal.ae

1. Order Cancellation

Before proceeding with a cancellation request, please review the order status below to determine the applicable process.

1.1 If the Invoice (Tax Receipt) Has Been Issued

If the invoice has already been generated, your order has been packed and handed over to our logistics partner. Due to the high volume of orders, we may not be able to stop the shipment at this stage.

What to do:

  • Please refuse delivery when the courier attempts to deliver the package.
  • Once the item is returned to our Distribution Centre, our team will contact you to proceed with the cancellation according to company policy.

1.2 If the Invoice Has Not Yet Been Issued

If the invoice has not been generated, your order is still under preparation and may be cancelled.

To request a cancellation, please email our Customer Support team at:
📧 marketplace@mawwal.com

Email requirements:

  • Subject: Order Cancellation
  • Order number
  • Preferred resolution: Refund or Store Credit

Our support team will respond within 7 business days.

Important: If the invoice is issued and the order is shipped while your cancellation request is being processed, you will need to refuse delivery and notify us so we can complete the return and cancellation.

2. Right of Withdrawal (Change of Mind)

You may request a return or exchange due to a change of mind within 7 business days from the date you receive the product.

3. Exchanges

3.1 General Exchange Conditions

Please inspect your order at the time of delivery. If the package appears damaged or tampered with, refuse delivery and note the issue on the courier’s invoice.

To request an exchange (e.g., different fragrance or packaging), contact us via:

If you ordered an incorrect item (wrong fragrance, size, or quantity), we will issue store credit provided the request is made within 7 days of delivery.
Any price difference and shipping costs will be borne by the customer.

Returned products must be securely packaged. Our logistics partners will not collect items that are unwrapped or improperly protected.

3.2 Exchanges Due to Defects (Warranty Claims)

Requests for defective items made after 7 days but within the warranty period will be reviewed by our technical support team.

To request an exchange due to a defect, please email marketplace@mawwal.com with:

  • Clear photo or video showing the defect
  • Copy of the invoice
  • Customer’s full name and ID number (if required under UAE law)
  • Once the defect is verified, we will proceed with the appropriate resolution.

4. Return Instructions

4.1 Return Collection

If your item qualifies for return and you request a pickup:

  • The product must be securely packaged using the original Mawwal Arabia packaging
  • Returns without original packaging may be rejected by the courier

4.2 Returns Under the 7-Day Withdrawal Period

To return an order under the right of withdrawal:

  • Email marketplace@mawwal.com with your order number and reason for return
  • Items must be unused, unopened, sealed, and include all original accessories and the invoice

Products showing signs of use (including broken caps, leaks, missing labels, or damaged packaging) will not be accepted.

5. Refund Options

Refunds are processed based on the original payment method used at checkout.

5.1 Credit Card Payments

  • Refund to the original card (may take up to three billing cycles)
  • Store credit for use on a future order

5.2 Bank Transfer Payments

  • Refund to the same bank account within 7 business days after the returned item is received
  • The bank account must be registered under the same name as the customer
  • Store credit for future purchases

6. Contact Us

For any assistance regarding cancellations, returns, exchanges, or refunds, please contact us at:

📧 marketplace@mawwal.com
📞 +971 56 391 9943