Refund policy

Refund & Returns Policy

Last updated: 6 October 2026

1. Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, incomplete, expired or different from what you ordered:

  • Contact support@mustelauae.com within [7] days of delivery with your order number and photos, including the batch number.

  • We will offer a replacement or a full refund, including delivery charges paid.

  • We pay the return shipping cost where a return is needed.

2. Change-of-Mind Returns

We do not offer exchanges for change-of-mind returns.

All returns must be approved by Mustela UAE Customer Service within 30 days of delivery of purchase.

To request a return, contact:

support@mustelauae.com

For change-of-mind returns:

  • Items must be unopened, unused, sealed and in their original packaging.

  • Customers must obtain a return authorisation number from Customer Service before sending any product back.

  • The return authorisation number must be included with the returned package.

  • The customer is responsible for return shipping costs.

3. Items We Cannot Take Back

We cannot accept returns of:

  • Opened or used skincare, baby care, wipes and hygiene products for health and safety reasons, unless the product is defective.

  • Gift cards.

  • Personalised items.

  • Items marked “final sale”.

4. Product Reactions

Product reactions, damaged products and other product-related concerns are reviewed individually by Customer Service.

If you believe a product has caused a reaction:

  • Stop using the product.

  • Seek medical advice if needed.

  • Contact us with the product name, batch number and photographs.

Reaction cases are handled even if the product has been opened.

5. Refunds

  • Refunds are issued to your original payment method within [14] business days after we receive and approve the return, or after we approve a defect claim.

  • Your bank may require additional time for the refund to appear in your account.

  • Original delivery fees are refunded where the return is due to our error or a defective product.

6. Cancellations and Lost Parcels

  • Orders can be cancelled before dispatch by contacting us.

  • If your parcel is lost or not delivered, we will investigate with the courier and send a replacement or issue a refund.

7. Complaints

This policy does not limit your rights under UAE consumer-protection law.

If we cannot resolve your complaint, you may contact:

  • Dubai Department of Economy and Tourism; or

  • UAE Ministry of Economy.

Products returned without prior approval from Mustela UAE Customer Service may not be accepted, unless UAE law requires otherwise.

For any questions regarding returns or refunds, please contact:

support@mustelauae.com