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Return Policy

General Conditions Applicable to Returns

Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a “no questions asked" free-returns policy which allows you to return delivered items to us for any reason up to 30 days after the delivery of your Order, free of charge.

In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 30 days of Order receipt with the following conditions:

  • Items must be unaltered, unused and in full sellable condition (or the condition in which they were received from us or our agents). Shoes must be in brand-new condition and without any damage.

  • Items must be in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. Swimwear must have the original hygiene liner attached.

  • The return must be accompanied by the original Order confirmation.

  • Please note, beauty items, grooming items, underwear and earrings cannot be returned.

Returns Process

Items can be returned by arranging collection from your delivery address by either:

  1. contacting us by calling our UAE toll free number 00971(0)50 4741936 or

  2. logging into the My Account/Order History section of the Website.

Refund Process

Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).

Your refund will be processed via the following methods:

  1. Cash on Delivery payments are refunded as store credit.

  2. Amber Points are refunded as store credit.

  3. In case you opt for store credit, the full refund value will be credited to your FESTOOL account after the item/s returned have been approved and you will be able to use such refund value for your future purchases on FESTOOL without any time limit. Therefore you will not see a refund on your bank statement account as the refund value will not be transferred to your issuing debit or credit card bank.

  4. If you have paid using Tabby, Spotii or Postpay, your refund will be processed in accordance with the vendors terms and conditions.

Amber Points

Any Amber points accrued on a returned purchase will be debited from your Amber account. Points will accrue on replacement items where applicable. Returned purchases which were paid for using Amber points will receive a refund in their Amber Account as points. Please note that for systems reasons, in order to receive an online Amber Points credit, guest check out customers will need to create a website account and be a registered user with us.

Item Return Policies

Damaged Goods and Incorrectly-Fulfilled Orders

If you receive an item that is damaged or not the product you ordered, please arrange for return of the item to us using the Returns Process above. The item must be returned in the same condition you received it in within 30 days of receipt to qualify for a full refund. Where applicable, the refund will include the original Order delivery charges, cash-handling fees, taxes and any duties. Replacements may be available depending on stock. If an item has a manufacturing defect, it may also benefit from a manufacturer’s defects warranty. If you believe your item is defective, please call us on our UAE number.

Exchanges

We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.

We pride ourselves on the highest quality, luxury product at FESTOOL. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team from 10am-10pm on our UAE toll free number 00971(0)50 4741936, email nahas.mamon@gmail.com.

We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.

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