Returns and Refunds

13. Cancellations, returns and refunds

13.1. Cancellations

13.1.1. You may request to cancel your order at any time before we have initiated the order preparation process for your Products, provided always that you must first contact us at emiratesred@emiratesred.com to request the cancellation. The order preparation process will usually commence 40 hours prior to departure of your flight.

13.1.2. We will endeavour to accommodate your cancellation requests where your order has not yet been prepared. If your order has already been prepared, you may still return the Products in accordance with clause 13.2 and clause 13.3 below.

13.1.3. We reserve the right to cancel your order without liability if:

(a) a Product has been mispriced on our Website;
(b) a Product is no longer available; or
(c) the sale of such Product to you would breach any law or regulation or would result in any sanction on us.

13.1.4. In the event that your order is cancelled, we will notify you in writing of such cancellation.

13.1.5. We shall be entitled to cancel your order whether or not the Products have been dispatched or are in transit and whether payment has been charged to you.

13.2. Returns

13.2.1. Unwanted products

13.2.1.1. You have the right to return unwanted Products within fourteen (14) days of their delivery to you (as set out in clause 8.4), provided that you notify us of your intention to do so within that time. Unwanted products are eligible for return only if they are unused, undamaged, with all their original labels and tags completely intact, in their original and complete packaging. Notification of your intention to cancel should be made to us in a clear statement in writing to emiratesred@emiratesred.com. If a refund is sought and meets the above criteria for return - EmiratesRED will advise where the unwanted products should be sent, properly packaged, and insured. Costs associated with the shipping and insurance of the return of the unwanted product will solely lie with the customer.

13.2.1.2. Products that have been personalised or customised to your order; which deteriorate or perish rapidly or which were sealed for hygiene purposes (including items of skincare, jewellery and earrings) are only eligible for returns only at our sole discretion.

13.2.2. Defective products

13.2.2.1. Subject to clause 13.3, if the supplied Products are defective or are not as described, we will offer you the choice between a full refund, repair or replacement provided you notify us within thirty (30) days of delivery of the Products as set out in clause 8.4 above.

13.2.2.2. Nothing in this clause 13.2.2 is intended to exclude your statutory rights in the event that the Products are defective or not as described.

13.2.3. We will not entertain any returns or requests for refunds which do not comply with the above conditions. We reserve the right to refuse any claims for a refund, repair or replacement if:

13.2.3.1. The claim does not meet any of the conditions, or falls within any of the exclusions, under this clause 13; or

13.2.3.2. The defect in the Product is the result of:

(i) ordinary wear and tear, wilful damage or negligence;
(ii) your improper use or mismanagement;
(iii) operation of the Products other than in accordance with the operating manual or instructions;
(iv) use of the Products in a manner not reasonably contemplated by the Seller;
(v) modification of the Products not authorised by us;
(vi) (vi) subjection of the Products to unusual or non-recommended physical, environmental or electrical stress; or
(vii) your failure to comply with any part of this Agreement.

13.3. For cancellations and returns

13.3.1. For returns and/or cancellations under clauses 13.1 and 13.2 above, we must receive the Products back from you:

(a) within fourteen (14) days of your notification;
(b) with the original receipt or delivery note;
(c) with a covering letter (specifying your order number, order date, delivery address, contact details, details of the defect (if any) and whether you require a refund/exchange/repair as may be applicable); and
(d) in an unused condition with the original product packaging intact.

13.3.2. We are not liable for returned Products that are lost or damaged in transit. Proof of postage does not constitute proof of receipt by or delivery to us. You are obliged to take reasonable care to ensure that the Products returned are not damaged in transit, and if appropriate, arrange suitable shipping insurance

13.3.3. We will, within fourteen (14) days of the Products being received by us, refund to the same method of payment initially used:

(a) the total amount you paid for the Products in the event that we have agreed to refund you; and/or
(b) the reasonable costs of delivery of Products returned to us in the event of the Product being defective due to “out of box failure” or manufacturing defects.

13.3.4. Products that are ordered for home delivery via a voucher or Skyward miles may only be exchanged or replaced with goods of the same value.

13.3.5. Pre-purchased goods cannot be refunded, replaced or exchanged on board a flight and must be returned in accordance with this clause 13.

13.3.6. Except as set out in clause 13.3.3 above, you will be responsible for the costs incurred by you in returning any Products to us.