PURCHASUM Return & Refund Policy
Simple returns and refunds for your PURCHASUM order
This policy explains how returns, exchanges, refunds and order cancellations work when you shop at PURCHASUM, so you know what to expect if something isn’t right.
Last updated: September 2026
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1. Return Window
You can request a return or exchange within 7 days of receiving your PURCHASUM order. Requests made after this window may not be accepted, except where the order is damaged, defective, or incorrect.
| PURCHASUM Category | Return Window |
|---|---|
| Shoes & Footwear | 7 days |
| Dresses & Fashion | 7 days (unused / unworn) |
| Accessories & Jewellery | 7 days (unused, original packaging) |
| Watches | 7 days (unused, original packaging) |
2. Eligibility for Returns
To be eligible for a return, an item must generally be:
- Unused, unworn, and in the same condition you received it
- In its original packaging, with tags and accessories included
- Accompanied by the order number or proof of purchase
3. Non-Returnable Items
For hygiene, safety, authenticity, or product-condition reasons, some items may not be eligible for return unless they arrive damaged or defective. This may include:
- Opened or used personal-use items
- Worn shoes, clothing, or fashion items
- Jewellery that has been worn or altered
- Watches that have been worn, altered, or damaged after delivery
- Items marked as final sale or clearance at the time of purchase
4. Damaged or Wrong Items
If your order arrives damaged, defective, or different from what you ordered, contact PURCHASUM within 48 hours of delivery with your order number and clear photos of the item and packaging. Once the issue is verified, we will arrange an appropriate replacement, exchange, or refund in accordance with the applicable circumstances.
Please keep the original packaging and all included accessories until the issue is resolved, as they may be required for the return.
5. How to Request a Return
To start a return or exchange:
- Contact PURCHASUM by WhatsApp or email with your order number and reason for the return
- Share clear photos if the item is damaged, defective, or incorrect
- Our team will confirm eligibility and provide the next steps, including return instructions where applicable
6. Return Shipping
If a return is required because of our error, such as a damaged, defective, or wrong item, PURCHASUM will handle the return arrangements as applicable.
For eligible returns made for other reasons, return shipping costs may be the customer’s responsibility unless otherwise stated at checkout or confirmed by our support team.
Delivery timelines for new orders are generally 5–7 days for Gulf countries such as Qatar, Oman and Saudi Arabia, 10–15 days for Europe and other parts of the world, and within 48 hours for the United Arab Emirates (UAE).
7. Refund Process & Timeline
Once a returned item is received and inspected, we will notify you of the approval status. Approved refunds are processed back to the original payment method, or provided as store credit where agreed.
Refund timing may vary depending on the payment method, bank, or payment provider. Please allow approximately 5–10 business days after refund approval for the amount to reflect where applicable.
8. Exchanges
If you would prefer a different size, colour, or eligible item instead of a refund, tell our team when requesting the return. We will check availability and confirm whether an exchange can be arranged after the original item is received in eligible condition.
9. Order Cancellations
Orders can be cancelled before dispatch where the cancellation request can be processed in time. Once an order has shipped, it may no longer be possible to cancel it and the standard return process may apply after delivery.
10. Contact Us
Have a question about a return, exchange, refund, or cancellation? Contact the PURCHASUM support team and we will assist you with the next steps.