Returns, Refunds & Cancellations

We want you to love your order. If something is not right, here is exactly what you can do.

Summary

• Return window: 7 days from the day you receive your order
• Faulty, damaged or wrong item: free return, and a replacement or full refund
• Change of mind: return unused items; return delivery is AED 15
• Refund time: within 7 working days after we receive the item, to your original payment method
• Cancel before dispatch: free, full refund
• How to start: WhatsApp +971 55 355 7286 or email hello@knorbis.com with your order ID

1. Faulty, damaged or wrong items

If an item arrives damaged or faulty, or you received the wrong item:
1. Message us within 48 hours of delivery with your order ID and a photo.
2. We arrange collection free of charge, or ask you to keep the item if it cannot be resold.
3. You choose a replacement or a full refund, including the delivery fee you paid.

2. Change of mind returns

You can return items within 7 days of delivery if they are:
- unused and not worn in the hair
- in their original condition and packaging, with any tags

Return delivery for change-of-mind returns costs AED 15, which is deducted from your refund. The original delivery fee is not refunded for change-of-mind returns.

Items we cannot accept back for hygiene reasons (unless faulty or wrong): items that have been used or worn in the hair, including scrunchies, hair ties, bobby pins, hair pins and hijab pins.

3. How to return an item

1. Send us your order ID and the items you want to return on WhatsApp (+971 55 355 7286) or by email (hello@knorbis.com).
2. We confirm the return and arrange courier collection from your address in the UAE.
3. Pack the items securely in their original packaging.
4. When the items arrive, we check them and confirm your refund on WhatsApp.

4. Refunds

• We refund to the original payment method within 7 working days after we receive and check the returned items.
• Your bank or card provider may take a few extra working days to show the refund.
• For faulty or wrong items, we also refund the delivery fee you paid.
• We do not give cash refunds.

5. Exchanges

Want a different colour or product? Return the item as described above and place a new order, or ask us on WhatsApp and we will arrange an exchange where stock allows.

6. Cancellations

• Before dispatch: cancel free of charge on WhatsApp with your order ID. If you have paid, we refund you in full within 7 working days.
• After dispatch: the order can no longer be cancelled, but you can return it under this policy.
• Unpaid orders are cancelled automatically after 48 hours.

7. Gifts

If you received a gift from us, you can return it under the same conditions. The refund goes to the person who paid for the order.

8. Your legal rights

This policy is in addition to your rights as a consumer under UAE law, including the UAE Consumer Protection Law. It does not reduce them.

Contact us

• WhatsApp / phone: +971 55 355 7286
• Email: hello@knorbis.com
• Address: Office 3004, Executive Tower J, Business Bay, Dubai, United Arab Emirates
• Support hours: WhatsApp orders 24/7. Replies and dispatch 10am to 10pm, 7 days a week

Knorbis is an online store based in Dubai, United Arab Emirates.