Refund policy

Generally we have a 30-day return policy on the items that are eligible for return, which means you usually have 30 days after receiving your item to request a return provided a valid reason, however this in not applicable for the items in the Colombian Shapewear collection and the Jathaba Oud brand, you can find more details in the Colombian Shapewear policy and the Jathaba brand policy sections below and in the FAQs page.

To be eligible for any return where it is applicable, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at refunds@jathaba.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at refunds@jathaba.com.

The “Jathaba Brand” policy

The returns can be accepted only for the products that are under the "Agarwood (Oud) products list" and this is only if the original product's sealing was not broken at all, you may use the tester piece we provide you to check the product's quality before opening the original product's sealing, however, you have to state that you require a test sample before checking out.

You can contact us at refunds@jathaba.com and submit a refund request, our refunds team will evaluate your refund request and let you know if the refund was approved or not. If approved, you will receive an email with the details to proceed with shipping the item to our representative mentioned above, you will need to make sure that your item is received by our team within maximum of 3 days from the date you have originally received your item in order for your exchange to be completely accepted and processed.

 

The “Colombian Shapewear” policy

We do not accept any returns due to ordering the wrong item size or force-wearing a smaller size that lead to defected items, therefore we encourage you to check our measurements charts for every product before submitting your order.

We do not accept returns on garments like: underwear, body reducers, and/or intimate shape wear. Other Colombian Shapewear garments’’ returns not included in this regulation will be accepted provided that it matches all other terms in this policy.

We do understand that factory defects can occur, therefor we can offer you an exchange for the factory-defected items only if it was requested via email within 2 days from receiving the items mentioning a brief description of the return request, attaching photos showing the defected details and either shipping the items to our manufacturer in Colombia directly or shipping it to our representative in Abu Dhabi within 3 days along with a copy of the invoice and the shipping fees to cover the return of your items to our manufacturer.

You can contact us at refunds@jathaba.com and submit a refund request, our refunds team will evaluate your refund request and let you know if the refund was approved or not. If approved, you will receive an email with the details to proceed with shipping the item to our representative mentioned above, you will need to make sure that your item is received by our team within maximum of 5 days from the date you have originally received your item in order for your exchange to be completely accepted and processed.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method as per the price you have purchased in AED currency unless a refund charge is applicable on the product purchased in such case will be deducted from the refundable amount. Please remember it can take some time for your bank or credit card company to process and post the refund too.