1. General Provisions

Refunds are not provided for reasons such as change of mind, size, color, style, or personal preference. Exchanges for such reasons may be granted solely at the discretion of the seller and only if the item has not been used, remains in its original packaging, and all tags are intact. If a replacement is not possible or the defect cannot be remedied, the customer is entitled to a refund.

2. Intimate Items

Intimate products, including lingerie, swimwear, and hosiery, are not eligible for return or exchange due to change of mind or once the packaging has been opened.

Exception: Manufacturing defects, material flaws, or items not matching their description — in such cases the customer has the right to request a replacement.

3. Defects and Warranty Cases

This policy does not deprive the customer of their legal rights under UAE law. In case of a manufacturing defect, flaw, or non-conformity with the description, the customer may request repair or replacement of the goods, or refund in case repair or replacement  is not possible.

4. Notification Period for Defects

For items without an official seller’s/manufacturer’s warranty, defects discovered within 30 calendar days from the date of receipt entitle the customer to goods replacement.
For items covered by an official warranty, the warranty terms and periods stated in the warranty card and invoice apply.

5. Claim Submission Procedure

To submit a claim, the customer must:

• Provide photos/videos of the defect;
• Attach a copy of proof of purchase (invoice/delivery note);
• Indicate the order number and contact details;
• Send the request via WhatsApp, e-mail (support@sixonyx.com), or the online form on the website.

We confirm receipt of the complaint within 48 hours and conduct an initial review. The final decision and the procedure for return/repair/replacement will be communicated in writing.

6. Alternative Item / Repair

If required by law, a replacement item may be provided free of charge to the customer during the repair or replacement period. If repair is not possible, the customer has the right to a replacement or a refund.

7. Documents and Language

All documents and agreements are also provided in Arabic. The invoice includes the seller’s name, trade license number, warranty period (if any), and other information required under UAE law.

8. Return Log

The seller will not close a return case without completing all procedures and making a proper record in the official return log.