Return & Refund Policy

Effective Date: 20/11/2025
Last Updated: 17/10/2025

At Upscale Beauty (operated by Upscale Trading FZC), your satisfaction is our top priority. We want you to love every product you purchase from us.
This Return & Refund Policy explains when and how you can request a return, replacement, or refund for purchases made through www.upscalebeauty.ae.

By placing an order on our website, you agree to the terms of this policy.

1. Eligibility for Returns

We accept returns under the following conditions:

• The item must be unused, unopened, and in its original packaging.
• The return request must be made within 7 calendar days of receiving your order.
• Proof of purchase (order number, invoice, or receipt) must be provided.

Due to health and hygiene regulations, we cannot accept returns or exchanges for the following items unless they are defective or damaged:

• Opened or used skincare, makeup, fragrance, or hair products
• Items not in their original condition (e.g., seals broken, packaging removed)
• Free gifts, promotional items, or discounted sale products

2. Non-Returnable Items

The following products are non-returnable and non-refundable for hygiene reasons:

• Lipsticks, mascaras, eyeliners, foundations, creams, and serums once opened
• Fragrances, nail polishes, or oils once packaging is unsealed
• Gift cards or vouchers

This is in accordance with UAE health and consumer protection guidelines for cosmetic products.

3. Damaged or Defective Products

If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of receiving your order.

To help us resolve the issue quickly, please provide:

• Your order number
• Photos or videos showing the damage, defect, or wrong item received

Once we confirm the issue, you will be eligible for one of the following:

• A replacement product (subject to stock availability)
• A full refund (including delivery fees, if applicable)

We reserve the right to request return of the defective item before issuing a refund or replacement.

4. Return Process

To initiate a return:

1. Contact our customer service team at info@upscalebeauty.ae with your order details and reason for return.
2. Our team will review your request and provide return instructions.
3. Once approved, the item must be returned in its original packaging with all labels intact.
4. The return must be sent via our approved courier partners (e.g., Quiqup, SMSA, or Aramex) within 3 working days of approval.

Note:

• Return shipping costs may be deducted from your refund unless the return is due to a fault on our part (damaged, wrong, or defective product).
• Items returned without prior authorization will not be accepted.

5. Refunds

Once your return is received and inspected, we will notify you by email regarding the status of your refund.

• Approved refunds will be processed within 7–14 business days.
• Refunds are made via the original payment method (credit/debit card, bank transfer, or COD).
• For Cash on Delivery orders, refunds will be issued via bank transfer or store credit, as agreed.
• Shipping charges may not be refundable unless the product is defective or incorrectly sent.

If you do not receive your refund within the stated period, please contact your bank first before reaching out to us for assistance.

6. Order Cancellations

You may cancel your order before it is dispatched without any charge.
Once your order has been shipped, cancellation is not possible — in such cases, please refer to our return procedure.

We reserve the right to cancel an order for reasons such as:

• Product out of stock
• Payment authorization failure
• Pricing or listing errors

If your order is canceled by us, you will receive a full refund immediately.

7. Exchange Policy

At this time, we do not offer direct exchanges.
If you wish to replace a product, please initiate a return and place a new order through our website once your refund is processed.

8. Exceptions and Clarifications

• Returns may be refused if items show signs of use, tampering, or damage not caused during shipping.
• Repeated returns by the same customer may result in account suspension.
• Upscale Beauty reserves the right to update or modify this Return & Refund Policy at any time to comply with UAE consumer protection laws.

9. Contact Us

For any questions or concerns about your order, returns, or refunds, please write to us: info@upscalebeauty.ae