Returns & Refunds

We want you to be happy with every order. If something is not right, we will work with you to put it right.

Returning a product

Unopened, unused products in their original, sealed packaging can be returned within the window stated at checkout (or confirmed with you on WhatsApp for orders placed there). For hygiene and safety reasons, we cannot accept returns of opened or used skincare and haircare products, unless the product is faulty.

Damaged, faulty or incorrect items

If your order arrives damaged, leaking, faulty or is not what you ordered, we will replace it. Please contact us as soon as possible after delivery with your order details and a photo of the item and packaging, so we can sort it out quickly.

How to request a return or replacement

• Email customercare@theneeds.ae or message us on WhatsApp with your name, order details and the reason for the request.
• Add photos if the item is damaged or incorrect.
• Our team will confirm whether the return is accepted and explain how to send or hand over the item.
• Please do not send products back before your request is confirmed.

Refunds

Once we receive and check a returned item, we will let you know the outcome. Approved refunds are made to the original payment method, or by another method agreed with you. The time it takes for the amount to reach you can depend on your bank or payment provider.

If you have a reaction

We recommend a patch test before using any new product. If you experience irritation, stop using the product and contact us; we will review each case individually.

Your rights

This policy does not affect your rights under UAE consumer protection law.