Refund policy

RETURNS, EXCHANGES & REFUNDS POLICY
At FRM, we want every order to be handled fairly, clearly, and carefully.
Each item is checked before dispatch. If there is an issue with your order, we will review it and work with you to provide a suitable solution in line with this policy and applicable consumer protection requirements.
By placing an order with FRM, you agree to the terms set out below.

HOW TO REQUEST A RETURN OR EXCHANGE
To request a return, exchange, refund, or store credit review, please contact us at:
Email: support@frm.ae

Please include:
• Your order number
• Full name
• Contact number
• Reason for the request
• Clear photos of the packaging, if damaged
• Photos, if the item is defective, damaged, incorrect, or incomplete

We may require proof of purchase, such as your FRM order number or confirmation email. Our team will review your request and provide the next steps.

RETURN AND EXCHANGE WINDOW
You may request an eligible return or exchange within 14 days of the delivery date.
Requests made after 14 days may not be accepted unless required by applicable law or approved by FRM as a goodwill exception.
Please do not send any item back without contacting us first and receiving return instructions. Returns sent without approval may be delayed or refused.

EXCHANGE ELIGIBILITY
We offer exchanges for eligible items within 14 days of delivery, subject to stock availability and compliance with the eligibility requirements set out below.
To be eligible for an exchange:
• The item must be unworn, unwashed, unused, and in its original condition.
• All original tags, labels, and packaging must be included.
• The item must be free from wear, washing, stains, marks, odour, perfume, deodorant, makeup, hair, damage, or alteration.
• The exchange request must be made within 14 days of delivery.
Items may be tried on carefully for sizing, but they must not be worn beyond this, washed, altered, scented, stained, damaged, or used. Items that do not meet these conditions may not be accepted.

SIZE EXCHANGES
If you ordered the wrong size, we may offer a size exchange within 14 days of delivery, provided the item meets our exchange eligibility requirements.
Size exchanges are subject to stock availability.
Customers are responsible for checking the size guide carefully before placing an order.
If the requested size is unavailable, we may offer another size, another eligible item, store credit, or another suitable solution at our discretion.
One exchange per item may be offered unless otherwise approved by FRM.

CHANGE OF MIND
We do not offer automatic refunds for change of mind, customer preference, or incorrect size selection where the item is not defective, damaged, incorrect, incomplete, or not as described.
However, if the item is returned within 14 days and meets our return condition requirements, FRM may offer an exchange, store credit, or another solution as a goodwill gesture.
Goodwill solutions are reviewed case by case and are not guaranteed.

REFUND ELIGIBILITY & DEFECTIVE ITEMS
Refunds may be offered where required by applicable law or where FRM confirms that an item is:
• Defective
• Damaged before delivery
• Incorrectly supplied
• Incomplete
• Missing from the order after investigation

If your item is defective, damaged, incorrect, incomplete, or not as described, please contact us as soon as possible after delivery.
We encourage you to contact us within 48 hours of delivery so we can resolve the issue as quickly as possible. This does not affect any rights you may have under applicable law.
Once we review the request, we may offer a replacement, exchange, refund, store credit, or another suitable solution depending on the circumstances.
Where the issue is confirmed to be caused by FRM, we will cover the reasonable return shipping or collection cost where required.

INSPECTION PROCESS
All returned items are inspected before an exchange, refund, or store credit is approved.
If a returned item does not meet our condition requirements, the return, exchange, refund, or store credit may be refused.
If a return is refused after inspection, the customer may be responsible for the cost of sending the item back to them.
Returns that show signs of wear, washing, use, stains, odour, perfume, deodorant, makeup, hair, damage, alteration, missing tags, or missing packaging may not be accepted.

NON-REFUNDABLE SITUATIONS
Unless required by applicable law, refunds will not be provided for:
• Change of mind or customer preference
• Incorrect size or color selected by the customer
• Items that have been worn, washed, used, altered, damaged, stained, or scented
• Items with odour, perfume, deodorant, makeup, animal hair, human hair, or other marks
• Items returned without original tags, labels, or packaging
• Items returned outside the 14-day return window
• Orders that could not be delivered because of incorrect customer information or customer unavailability
• Shipping fees, except where the issue was caused by FRM or where required by applicable law

GOODWILL STORE CREDIT
In some situations, even where a refund is not available, FRM may offer store credit or another solution as a customer care gesture.
Goodwill store credit may be considered for change of mind, customer sizing issues, a missed return window, minor delivery delays outside our control, or other customer care situations reviewed case by case.
Goodwill solutions are offered at FRM’s discretion and do not create a future obligation to provide the same solution again.
Store credit cannot be exchanged for cash unless required by applicable law.

FINAL SALE ITEMS
Items marked as final sale, clearance, sample sale, or discounted final sale may not be eligible for return, exchange, refund, or store credit unless the item is defective, damaged, incorrect, incomplete, or not as described.
This does not affect any rights you may have under applicable law.

RETURN SHIPPING
For returns or exchanges caused by customer preference, incorrect size selection, change of mind, or other customer-related reasons, return shipping and redelivery costs may be the customer’s responsibility.
If the return or exchange is due to an incorrect, defective, damaged, incomplete, or not-as-described item caused by FRM, we will arrange or cover the reasonable return shipping or collection cost where applicable.
Original shipping fees are non-refundable unless the issue was caused by FRM or unless required by applicable law.

REFUND METHOD AND TIMING
Approved refunds will be processed to the original payment method where possible.
Refund processing times may vary depending on your payment provider, bank, or card issuer.
FRM is not responsible for delays caused by banks, payment providers, or card issuers after a refund has been processed by us.

EXCHANGE PROCESSING
Once your returned item has been received and approved after inspection, we will process the exchange subject to stock availability.
If the requested exchange item is unavailable, we may offer another size, another eligible item, store credit, or a refund where applicable.

CONTACT US
For any questions about returns, exchanges, refunds, or store credit, please contact us at:
Email: support@frm.ae
Please include your order number so we can assist you faster.

Last updated: 21.06.2026