Store Policies
Last updated: 31 August 2026. These Policies are available to the Customer at the time of ordering, and the version in force on the date an Order is placed applies to that Order.
1. Introduction and scope
1.1 These store policies (the "Policies") set out the operational procedures for order processing, delivery, returns, exchanges, refunds, repairs and warranty service that apply to purchases made through the website at aignerme.com (the "Website"). In these Policies, the "Company" means the company identified in the Terms and Conditions published on the Website at /terms-and-conditions, trading as AIGNER, and capitalised terms not defined in these Policies have the meanings given to them in the Terms and Conditions.
1.2 The Policies supplement the Terms and Conditions and the Privacy Policy published on the Website at /privacy-policy. In the event of any conflict between these Policies and the Terms and Conditions, the Terms and Conditions prevail.
1.3 The Company may amend these Policies from time to time by publishing the amended Policies on the Website. An amendment applies only to Orders placed after its publication.
1.4 Nothing in these Policies limits or excludes any right conferred on the Customer by the Consumer Protection Law (as defined in the Terms and Conditions) or any other mandatory provision of the laws of the United Arab Emirates, and every provision of these Policies shall be read subject to such rights.
2. Order processing and cancellation
2.1 An Order constitutes an offer by the Customer to purchase the Products stated in it, and a contract of sale is concluded only when the Company sends the Order Confirmation. The Customer shall pay the full amount of the Order, including any delivery charge or other charge displayed at checkout before the Order is confirmed.
2.2 All Products sold by the Company are genuine AIGNER products, and the Company does not sell counterfeit goods. If any Product purchased from the Company is at any time found to be counterfeit, the Company shall refund one hundred per cent (100%) of the price paid.
2.3 Prices are displayed in UAE Dirham (AED). Where a price has been displayed in error, the Company shall notify the Customer before the Order proceeds, in accordance with the Terms and Conditions.
2.4 The Customer may cancel an Order at any time before it is dispatched by contacting Customer Care; the Company shall cancel it free of charge and refund the Customer in full, or, at the Customer's request and subject to stock availability and any price adjustment, amend it. Where the Order has been dispatched, the Customer shall proceed under Clause 4.
2.5 Products that are personalised, altered or made or ordered specially to the Customer's instructions are made for the Customer and, save where the Product is defective (in which case Clause 6 applies), may not be returned or exchanged. The Company shall confirm the details of such an Order with the Customer before the work begins.
3. Delivery
3.1 The Company delivers throughout the United Arab Emirates. The delivery service and charges are:
| Delivery area | Delivery period | Delivery days | Charge |
|---|---|---|---|
| All Emirates | 1 to 3 Working Days | Monday to Friday | Free |
3.2 Working days exclude public holidays in the United Arab Emirates. Orders placed outside working hours, after the daily cut-off time or during public holidays are processed on the next Working Day.
3.3 Delivery options and charges may change from time to time. The charge applicable to an Order is the charge displayed at checkout before the Order is confirmed, and that charge is binding on the Company.
3.4 Delivery timings are estimates. Once an Order is ready for delivery, the Company or its courier shall contact the Customer to agree a convenient delivery time. If no person is available to receive the Order at the address given, the Company shall arrange an alternative delivery or inform the Customer how the Order may be collected. Delivery may take longer during promotional periods, peak seasons and public holidays.
3.5 The Customer shall inspect the Order on receipt. If any Product is missing, damaged or not the Product ordered, the Customer shall notify Customer Care as soon as reasonably practicable, and the Company shall remedy the matter in accordance with Clauses 4 to 6. A failure to notify on receipt does not affect the Customer's rights under Clause 6.
4. Returns and exchanges
4.1 The Company offers free returns and exchanges within the following periods, which run from the day the Customer receives the Order:
| Category | Return and refund | Exchange |
|---|---|---|
| Accessories | 7 days (14 days for a manufacturing defect) | 7 days |
| Leather goods | 7 days (14 days for a manufacturing defect) | 7 days |
| Watches & jewellery | 7 days (14 days for a manufacturing defect) | 7 days |
4.2 Earrings, shemagh and ghutra, whether bought at full price or on sale, are excluded from return and exchange once delivered, for reasons of hygiene and consumer health. These exclusions do not apply to a defective Product, to which Clause 6 applies.
4.3 Conditions of return and exchange. To qualify for a refund or exchange under this Clause 4, the Product and everything supplied with it must be returned as follows:
- (a) in its original packaging, including box and dust-cover where applicable, with all price tags, brand and product labels and instructions still attached;
- (b) unaltered, unused, undamaged and in fully sellable condition, in the state in which it was received from the Company or its courier;
- (c) together with any gift or promotional item supplied with the purchase, unopened, undamaged and with its own tags, labels and instructions intact; and
- (d) accompanied by the original proof of purchase or Order Confirmation.
4.4 The Company reserves the right to decline a return or exchange where the conditions in Clause 4.3 are not met, including where a part or accessory is missing or where a Product has been damaged by misuse or shows wear beyond normal handling. A decision under this Clause 4.4 does not affect the Customer's rights under Clause 6 in respect of a defective Product.
4.5 Procedure. To return a Product the Customer shall either (a) contact Customer Care, which shall arrange collection of the Product from the Customer's address in the United Arab Emirates, or (b) bring the Product to any AIGNER boutique in the United Arab Emirates together with the Order Confirmation, where the boutique team shall apply the conditions in Clause 4.3. An online Order may be exchanged for another item of the same value or higher at any AIGNER boutique in the United Arab Emirates.
4.6 For the avoidance of doubt, the periods in Clause 4.1 apply to returns and exchanges made otherwise than by reason of a defect. They do not limit, shorten or replace (a) the Customer's rights in respect of defective or non-conforming Products under Clause 6 and the Consumer Protection Law, or (b) any mandatory right of return or withdrawal conferred on the Customer by law, each of which applies on its statutory conditions notwithstanding the expiry of any period, or any exclusion, in Clauses 4.1 and 4.2.
4.7 Where applicable law confers on the Customer a mandatory right of withdrawal or return, including in respect of purchases concluded electronically, that right applies on its statutory conditions and is not reduced by these Policies.
5. Refunds
5.1 Upon receipt of the returned Product and confirmation that the conditions in Clause 4.3 are met, or upon acceptance of a return under Clause 6, the Company shall refund the price paid for the Product. Refunds may take up to fourteen (14) Working Days from the day the returned Product is received at the Company's warehouse to appear on the Customer's card or bank statement, depending on the issuing bank.
5.2 Refunds are made as follows:
- (a) card payments are refunded to the card used for the purchase or, where that is not possible, by bank transfer to an account nominated by the Customer, in which case the Customer shall provide the account details necessary to effect the transfer;
- (b) instalment payments are refunded through the instalment provider, which shall adjust or cancel the Customer's instalment plan under its own terms; and
- (c) a refund of a purchase made using a promotional code or gift with purchase is subject to the conditions in Clause 4.3(c) and the terms of the offer.
5.3 Where a purchase was paid by instalments, a processing fee of up to three per cent (3%) may be deducted from the refund.
5.4 Where a return does not meet the conditions in Clause 4.3 and is not accepted under Clause 6, the Company shall inform the Customer and return the Product to the Customer.
6. Defective Products and repairs
6.1 Where a Product is defective, does not conform to its description or specifications, or is not the Product ordered, the Customer shall report it to Customer Care, notwithstanding any period or exclusion in Clause 4, including the exclusion of earrings, shemagh and ghutra. The Company shall examine the Product and, where the defect is established, the Customer is entitled, in accordance with the Consumer Protection Law, to the repair of the Product, its replacement, or the refund of its price, without charge to the Customer. Where the Customer elects repair, repair work may take between seven (7) and twenty-one (21) Working Days from the day the Product is handed to the Company. The conditions in Clause 4.3 apply to a defective Product only to the extent compatible with the nature of the defect; a Customer is not required to return a defective Product in unused condition.
6.2 Nothing in these Policies limits or excludes the Customer's rights under the Consumer Protection Law or any other mandatory provision of the laws of the United Arab Emirates in respect of defective or non-conforming goods.
7. Warranty and authenticity
7.1 Certain Products carry a manufacturer's warranty. A warranty claim is made through Customer Care, which shall assist the Customer with the claim.
7.2 The original invoice serves as the warranty card: the warranty is valid only for the party named on the invoice, and the invoice must be presented with each warranty or service request; where it is not presented, the Company may charge for inspection and repair at its prevailing service rates.
7.3 The warranty does not cover, and is void in, the following cases: (a) consumable parts, and protective coatings or finishes designed to diminish with time and use, unless the failure is due to a defect in materials or workmanship; (b) damage resulting from accident, misuse, abuse, theft, fire, breakage or spillage of liquid; (c) repair or alteration carried out by any person outside the Company's or the manufacturer's authorised workshop; and (d) removal or defacement of any serial or identification number.
7.4 The manufacturer's warranty does not of itself entitle the Customer to the replacement or return of a Product. It is in addition to, and does not replace or limit, the Customer's rights under Clause 6.
8. Language
8.1 These Policies are published in English and in Arabic. In the event of any inconsistency or conflict between the two texts, the Arabic text shall prevail.
9. Contact and Customer Care
9.1 Customer Care is contactable at:
- Email: customercare@aignerme.com
- Telephone (United Arab Emirates): 8002562
- Post: U.L.D. Investment LLC, Office No. 209/10/11, Building 8, Dubai Design District, Dubai, United Arab Emirates, P.O. Box 336993
