Refund policy

Misk Mat Returns & Refunds Policy

Our Commitment

At Misk Mat, we are committed to delivering premium, hygienic, and safety-focused products designed for modern family homes. Due to the nature of memory foam mats and hygiene considerations, all sales are final unless they meet the strict return criteria outlined below.

Eligibility for Returns (UAE Orders Only)

Returns are only applicable to orders delivered within the United Arab Emirates and must meet all of the following conditions:

  • The return request is submitted within 7 calendar days of delivery

  • The mat is completely unused, with no signs of wear, marks, odours, spills, or dirt

  • The product remains unopened and sealed in its original packaging

  • The item is in perfect, resellable condition

  • Proof of purchase (order confirmation or receipt) is provided

  • Clear photos of the sealed product and packaging are emailed to us before return approval

⚠️ If any of the above conditions are not met, the return will be refused.

Exchanges are treated as returns and must meet the same approval criteria.

Non-Returnable Items (UAE & International)

We do not accept returns or refunds for:

  • Opened or used products, including those removed from plastic wrapping

  • Items not in original sealed packaging

  • Sale, discounted, or promotional items

  • Returns requested after 7 days of delivery

  • All orders delivered outside the UAE (GCC & international orders)

🌍 All orders delivered outside the UAE are final sale and non-returnable due to international shipping, customs handling, and hygiene regulations.

Customs, VAT & Import Duties (International Orders)

For orders shipped outside the United Arab Emirates, local customs authorities may apply import duties, VAT, or other taxes in accordance with the destination country’s regulations.

  • These charges are not included in our product prices or shipping fees

  • Any applicable customs duties, VAT, or clearance fees are the sole responsibility of the customer

  • Misk Mat has no control over these charges and cannot predict their amount

🇦🇪 This does not apply to orders delivered within the UAE, where no import VAT or customs fees are charged to the customer.

Refused or Unpaid Customs Deliveries (International Orders)

If an international order is refused, delayed, or not accepted due to unpaid customs duties, VAT, or import fees:

  • The order will not be eligible for a refund

  • In many cases, refused shipments are not returned to us and may be abandoned or destroyed by customs authorities

  • Any losses incurred as a result of refusal or non-payment are the responsibility of the customer

By placing an international order, the customer accepts full responsibility for complying with their country’s customs requirements.

Order Cancellations

  • Order cancellations are permitted only before an order has been fulfilled

  • Once processing or dispatch has begun, orders cannot be cancelled under any circumstances

Product Information & Disclosures

  • All Misk Mats are OEKO-TEX® certified and safe for home use

  • A mild scent may be present upon opening due to compression and packaging — this is normal and harmless

  • Memory foam may require 2–7 days to fully expand and settle

  • Minor unevenness or distortion upon unpacking is normal and resolves naturally

  • Allergic reactions or sensitivities are not considered product defects

  • Customers are responsible for ensuring product suitability prior to purchase

How to Request a Return (UAE Only)

To request a return:

Email miskmat.ae@gmail.com within 7 days of delivery and include:

  • Order number

  • Reason for return

  • Clear photos of unopened, sealed packaging

If approved:

  • Return shipping costs are the customer’s responsibility

  • A tracked and insured courier service must be used

  • Proof of return shipment must be provided

Refund Processing

  • Refunds are processed only after the item is received and inspected

  • Approved refunds are issued to the original payment method within 7–10 business days

  • Original shipping and express delivery fees are non-refundable

  • Misk Mat reserves the right to deduct a restocking or handling fee if the product is not returned in perfect, resellable condition

Damaged or Faulty Items (UAE & International)

If your order arrives damaged in transit or has a genuine manufacturing defect:

  • Contact us within 48 hours of delivery

  • Provide your order number and clear photos of the issue

Once verified, we will arrange a replacement or refund, including shipping where applicable.
Claims submitted outside this timeframe may not be accepted.

Final Authority

Misk Mat reserves the right to refuse any return that does not meet the conditions outlined above. This policy is in place to ensure hygiene, safety, and fairness for all customers.

➡️ By completing a purchase with Misk Mat, you acknowledge and agree to this Returns & Refunds Policy, including:

  • UAE orders eligible for returns under strict conditions

  • International customers responsible for their own customs duties and VAT

  • No returns on international (GCC) orders

  • No refunds for refused or unpaid customs deliveries

  • No cancellations after fulfilment