Refund policy
Return & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with all original tags attached, and in its original packaging. You will also need the receipt or order confirmation email.
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How to Start a Return
To start a return, please contact us at support@dragonnovastore.com.
Once your return request is approved, our customer support team will provide you with local courier pickup instructions within the UAE. Items sent back to us without first requesting a return will not be accepted.
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Return Shipping Fees
• Defective, Damaged, or Incorrect Items: We cover 100% of all return and replacement shipping costs.
• Standard Returns / Change of Mind: The customer is responsible for the return shipping costs. The actual courier pickup fee will be deducted from your final refund amount (our support team will confirm the exact delivery fee with you prior to scheduling the pickup).
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Payment Processing & Original Shipping Fees
• For standard returns (change of mind), please note that original shipping charges, payment gateway processing fees, and Cash on Delivery (COD) collection fees are non-refundable and will be deducted from the final refund amount.
• If the return is due to a defective, damaged, or incorrect item, you will receive a 100% full refund including all fees and shipping charges.
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International Returns (Outside UAE)
• For orders delivered outside the United Arab Emirates, customers are responsible for covering all international return shipping costs, courier arrangements, and customs tracking.
• Customs duties, import taxes, and clearance fees are non-refundable and remain the sole responsibility of the customer.
• We strongly recommend using a trackable shipping service, as we cannot issue refunds for international returns without verified proof of delivery to our UAE facility.
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Damages and Issues
Please inspect your order upon delivery. Contact us immediately at support@dragonnovastore.com if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and arrange a free replacement or full refund right away.
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Non-Returnable Items
Certain items cannot be returned, such as items marked as final clearance or promotional gift cards. If you have questions regarding your specific item, please reach out to our team.
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Exchanges
The fastest way to get the item you want is to return the current item. Once the return is accepted, you can place a new order on our website.
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Refunds
We will notify you once we have received and inspected your returned item. If approved, you will be refunded as follows:
• Card Payments: Refunded automatically to your original payment method within 5–10 business days (processing times may vary depending on your bank).
• Cash on Delivery (COD): Refunded via direct local UAE bank transfer or store credit upon verification.
For any questions regarding returns and refunds, feel free to contact us anytime at support@dragonnovastore.com.