Returns & Exchanges.

1. Return and exchange window

You may request a return or exchange within 14 calendar days from the date your order was delivered.

Requests submitted after the 14-day period may not be accepted unless the item is defective, damaged, or incorrect.

Submitting a request does not automatically approve the return or exchange. Please wait for confirmation and collection instructions from the Starch team before sending or handing over any item.

2. Item eligibility

To qualify for a return or exchange, the item must:

• —Be unworn, unwashed, unused, and unaltered.
• —Remain in its original condition.
• —Have all original tags attached.
• —Be returned in its original packaging.
• —Be free from stains, makeup, deodorant, perfume, odours, pet hair, or other signs of wear.
• —Include any accessories, packaging components, or complimentary items supplied with it.

All returned items are inspected before an exchange, refund, or store credit is approved.

Items that do not meet these conditions may be rejected and returned to the customer. Any additional delivery cost may be charged to the customer.

3. Non-returnable items

The following items cannot be returned or exchanged:

• —Items clearly marked as Final Sale.
• —Gift cards or store-credit vouchers.
• —Personalised, customised, or altered products.
• —Items damaged through misuse, incorrect washing, improper care, or normal wear.
• —Hygiene-sensitive products where the protective seal or hygiene strip has been removed.
• —Items purchased from another retailer, reseller, marketplace, or third party.

Discounted or promotional items remain eligible unless they were clearly marked as Final Sale before purchase.

These exclusions do not apply where an item was delivered damaged, defective, or incorrect.

4. Exchange policy

Eligible items may be exchanged for another available size or colour of the same product.

All exchanges are subject to stock availability. An exchange is not guaranteed until it has been confirmed by Starch.

Please note:

• —Each item may be exchanged once.
• —If the requested size or colour is unavailable, you may choose a return, store credit, or another available option offered by Starch.
• —To replace an item with a completely different product, the original item must be returned and a new order placed.
• —Exchange items will normally be dispatched after the original item has been received and approved through quality inspection.
• —Any applicable exchange collection or redelivery charges will be communicated before the exchange is confirmed.

Where the exchange is required because Starch sent an incorrect, damaged, or defective item, Starch will cover the applicable collection and replacement delivery costs.

5. Return and refund policy

Once a returned item reaches Starch, it will undergo a quality inspection. This inspection will normally be completed within 3–5 business days.

After approval, the refund will be issued through one of the following methods:

• —The original payment method.
• —Starch store credit, where agreed with the customer.

Refunds issued to the original payment method may take approximately 7–10 business days to appear in your account after being processed by Starch. The final timing depends on your bank or payment provider.

Store credit:

• —Can only be used through the official Starch online store.
• —Cannot be exchanged for cash.
• —Is valid for six months from its issue date unless otherwise stated.
• —Must be used with the same customer details associated with the original order.

6. Delivery and collection charges

For returns or exchanges based on personal preference, including size, colour, fit, or change of mind, the customer is responsible for the applicable courier charges.

The relevant amount will be communicated before the request is approved and may either be paid separately or deducted from the refund.

Original delivery charges, express delivery charges, international shipping charges, customs duties, and taxes are non-refundable unless:

• —The item was defective.
• —The item was damaged before delivery.
• —Starch sent the wrong item.
• —The order was cancelled by Starch.

Where a partial return reduces the retained order value below the applicable free-delivery threshold, the original standard delivery charge may be deducted from the refund.

Starch will cover the collection and replacement costs where the return or exchange is caused by an error attributable to Starch.

7. Sets, bundles and promotional offers

Products sold as a complete set or bundle must be returned together unless Starch confirms otherwise.

If a promotional offer required the purchase of multiple items, returning part of the order may affect the original discount. The refund will be recalculated according to the items retained by the customer.

Complimentary gifts received as part of an order or promotion must also be returned when the qualifying order is returned in full. If the gift is not returned, its stated retail value may be deducted from the refund.

8. Damaged, defective or incorrect items

Please inspect your order after delivery and contact Starch as soon as possible if:

• —The item arrived damaged.
• —The item has a manufacturing defect.
• —You received the wrong product, size, or colour.
• —An item is missing from your order.

You may be asked to provide clear photographs or videos showing:

• —The affected item.
• —The identified issue.
• —The item's tags.
• —The original packaging.
• —The delivery label.

Do not wear, wash, alter, or attempt to repair the item before contacting us.

Once the issue has been verified, Starch will arrange an appropriate replacement, exchange, store credit, or refund without charging the customer for the related collection or replacement delivery.

Minor differences in colour caused by screen settings, photography, or lighting may occur. Natural or textured fabrics may also contain slight variations in weave, texture, or tone. These characteristics are not necessarily manufacturing defects, but eligible items may still be returned within the standard 14-day return period.

9. How to submit a request

Return and exchange requests must be submitted through one of the following official channels:

• —Email — hello@starch.ae
• —WhatsApp — the official Starch WhatsApp channel displayed on starch.ae

For email requests, use the subject line: Return/Exchange Request – Order [Order Number].

Your request should include:

• —Full name.
• —Order number.
• —Email address and telephone number used for the order.
• —Product name, size, and colour.
• —Whether you are requesting a return or exchange.
• —Reason for the request.
• —Preferred replacement size or colour, where applicable.
• —Photographs or videos if the item is damaged, defective, or incorrect.

Return or exchange requests sent through Instagram, TikTok, social-media comments, or unofficial accounts will not be considered formally submitted.

10. One request per order

Only one consolidated return or exchange request should be submitted for each order.

Please include every item you wish to return or exchange in the same request. Items handed to the courier without being listed and approved may not qualify for a refund or exchange.

Requests to add items after collection has been arranged may be subject to additional courier charges.

11. Courier collection

After your request has been approved, Starch will arrange collection or provide return instructions based on your location.

Please ensure that:

• —Every approved item is included in the package.
• —The package is closed and securely packed.
• —All original tags and packaging are included.
• —The package is ready when the courier arrives.

If a scheduled collection is missed or declined, additional collection charges may apply when arranging another attempt.

Items should not be sent using a personally arranged courier unless Starch has provided written approval. Starch is not responsible for items returned through an unauthorised courier service.

12. Order cancellations

Cancellation requests may be submitted through email or WhatsApp before the order has been dispatched.

Once an order has been processed or handed to the courier, it may no longer be cancelled. After delivery, it will be handled according to this Returns and Exchanges Policy.

13. Refund adjustments

Any refund may be adjusted to account for:

• —Applicable return courier charges.
• —Non-refundable original delivery charges.
• —Missing promotional gifts or accessories.
• —Discounts affected by a partial return.
• —Items returned without their original packaging or components.
• —Any other amount clearly communicated and accepted before the return is completed.

Starch will not deduct charges relating to a verified defective, damaged, missing, or incorrect item.

14. Purchases from other sellers

Only products purchased directly through the official Starch online store can be returned to Starch.

Products purchased through another retailer, pop-up, marketplace, reseller, or third party must be returned through the original place of purchase and will be governed by that seller's policy.

15. Consumer rights

Nothing in this policy limits any rights available to customers under applicable consumer-protection laws in the United Arab Emirates.

Starch reserves the right to update this policy when necessary. The version displayed on the official Starch website at the time the request is submitted will apply, subject to applicable law.

For assistance, contact Starch through hello@starch.ae or the official WhatsApp channel displayed on the Starch website.