Refund policy

At the House of Maen Donati, we strive to ensure that every garment provides the utmost comfort, structure, and satisfaction. If your selection does not completely meet your expectations, we are here to facilitate a seamless return process.

Please review our official guidelines regarding returns, refunds, exchanges, and eligibility below.

1. Return Windows & Eligibility

To be eligible for a return, items must be sent back to our atelier within 30 days of the confirmed delivery date. Garments must be returned in their original, unworn, and unwashed condition, complete with all original tags attached and enclosed in our signature Maen Donati packaging. Returns that do not meet these requirements may not qualify for approval.

2. Refund Methods & Resolutions

All approved standard returns are refunded exclusively in the form of Store Credit, in accordance with our Terms of Service. Store Credit is linked directly to your customer profile, has no expiration date, and may be applied toward any future purchase from the House.

Refunds to the original payment method are only issued in qualifying circumstances, including verified manufacturing defects, items that arrive damaged, or order fulfillment errors made by the House. Approved refunds will be returned to the original payment method used at checkout.

Once a replacement garment has been accepted, dispatched, or Store Credit has been redeemed toward a new purchase, that transaction is considered final and is no longer eligible for any further refund, exchange, or replacement.

3. International Return Shipping to Dubai

All approved international returns must be securely dispatched to our dedicated return atelier in Dubai. The return address will be provided upon approval of your return request.

Customers are free to use their preferred international courier service. Please note that all return shipping costs, import duties, taxes, and customs charges must be prepaid by the customer to ensure successful delivery to our Dubai atelier.

To facilitate prompt identification and processing, please include a printed copy of your original order confirmation together with your authorized return reference number inside the parcel.

4. Processing & Inspection

Upon arrival at our Dubai atelier, every returned garment undergoes a thorough quality inspection to verify its condition and eligibility.

Approved Store Credit, exchanges, and qualifying refunds are processed within 48–72 hours following successful receipt and inspection of the return. You will receive an email confirmation once your Store Credit or exchange has been processed.

If a refund to your original payment method has been approved, please allow 7–30 business days for the transaction to appear on your statement, depending on your financial institution’s processing times.

5. Damaged or Defective Items

In the rare event that your order arrives damaged, defective, or incorrect, please contact our Care Team within 5 days of delivery by emailing clients@maen-donati.com. Please include your order number together with clear photographs of the issue.

Upon verification, we will prioritize an immediate replacement garment, subject to fabric and size availability. If a replacement cannot be provided, a full refund will be issued to your original payment method at no additional cost to you.

For any further inquiries, to initiate a return request, or to verify your Store Credit balance, please contact our dedicated Care Team at clients@maen-donati.com.