Return, Exchange & Cancellation Policy

1. Item Condition and Product Information

Pre-owned items may show signs of age, storage, handling, previous use or restoration. These characteristics are not considered defects when they have been disclosed before purchase.

We make reasonable efforts to provide accurate descriptions, photographs, videos and condition information. However, colours and textures may appear slightly different depending on lighting, photography and screen settings.

Customers may request additional photographs, videos or a video consultation before purchasing. For in-store purchases, customers are encouraged to inspect the item and its accompanying accessories carefully before payment.

2. Final Sale and Change of Mind

Due to the unique and high-value nature of our products, completed purchases are generally considered final sale.

We do not accept returns, exchanges or cancellations solely because:

• The customer changes their mind.
• The item no longer suits the customer’s preference.
• The customer selects the wrong colour, size, leather, hardware or model.
• A pre-owned item has a disclosed sign of wear or condition characteristic.
• The customer finds the same or a similar item at a different price elsewhere.
• The item’s market or resale value changes after purchase.

This final-sale rule does not apply where mandatory UAE consumer rights require another remedy.

3. In-Store Purchases

Customers purchasing in our boutique have the opportunity to inspect the item, review its condition and ask questions before completing the transaction.

Once payment has been completed and the item has left the boutique, the sale is final except where:

• The item supplied is not the item purchased.
• The item is proven not to be authentic.
• The item has a material, undisclosed defect that existed at the time of sale.
• The item materially differs from the written description provided at the time of purchase.
• A remedy is otherwise required under applicable UAE law.

Normal wear, disclosed imperfections, natural leather variations and signs consistent with the stated condition are not considered undisclosed defects.

4. Remote and Shipped Orders

For purchases completed remotely, we may provide photographs, videos, condition details and product information before the customer confirms the order.

A remote or shipped order becomes final once it has been confirmed and dispatched. Returns or exchanges are not accepted for change of mind or personal dissatisfaction.

A customer may submit a claim if:

• The wrong item was delivered.
• The item materially differs from its confirmed description.
• The item arrives with transportation damage.
• There is a substantiated authenticity concern.
• The item has a material defect that was not disclosed before purchase.

5. Reporting a Problem

Customers should inspect the item and packaging immediately after delivery.

Any visible delivery damage, incorrect item or apparent discrepancy should be reported to Xclusive Collection within 48 hours of delivery. Reporting within this period helps us preserve courier records and investigate the matter promptly. This notification period does not exclude any longer mandatory period provided by applicable law.

The customer should provide:

• The invoice or order number.
• A clear written explanation of the issue.
• Photographs and video of the unopened package, outer packaging, seals and shipping label.
• Photographs and video recorded while opening the package, where available.
• Clear images showing the item and the reported issue.
• Any other information reasonably requested for the investigation.

The item must not be used, worn, cleaned, repaired, altered or transferred to another person while the claim is being reviewed.

6. Delivery Damage

If a package appears damaged, opened or tampered with at delivery, the customer should record its condition before opening it and notify both Xclusive Collection and the courier promptly.

Xclusive Collection will review the available evidence and coordinate with the courier where appropriate. Responsibility will be determined according to the facts of the case, the selected delivery arrangement and applicable law.

Customers should not discard the packaging, shipping label or protective materials until the matter has been resolved.

7. Review and Inspection of Claims

All claims are subject to review. We may request that the item be returned to our boutique or another designated location for physical inspection and, where necessary, additional authentication.

The item must be returned:

• In the same condition in which it was received.
• With all tags, seals and protective materials intact.
• With its original box, dust bag, strap, lock, keys, raincoat, documents and other accessories supplied with the item.
• Securely packaged using an approved or traceable delivery method.

Submitting a claim does not automatically guarantee a return, exchange or refund.

8. Available Remedies

If a claim is approved, Xclusive Collection will provide an appropriate remedy according to the circumstances and applicable UAE law. This may include:

• Delivery of the correct item.
• Repair or correction, where appropriate.
• Replacement with an agreed item.
• Store credit, with the customer’s agreement.
• A full or partial refund.

For unique or one-of-a-kind items, an identical replacement may not be available. In that situation, we will discuss the legally appropriate available solution with the customer.

Approved refunds will normally be returned to the original payment method. Bank, card and payment-provider processing times may vary. Shipping, insurance, customs and other charges will be handled according to the reason for the approved return and applicable law.

9. Authenticity Concerns

If a customer raises a genuine authenticity concern, the item must remain unused and in its original condition with all supplied accessories and documentation.

We may require an inspection by our team or an appropriately qualified independent authentication service. Online comments, automated applications or unsupported personal opinions are not, by themselves, conclusive evidence of inauthenticity.

If the item is determined not to be authentic, Xclusive Collection will provide the remedy required under applicable law. If the item is confirmed authentic, it will be returned to the customer, and reasonable third-party inspection or transportation costs may be charged where legally permitted and disclosed in advance.

10. Cancellations

An order may be cancelled without charge before it has been confirmed, prepared or dispatched.

Once an order has been confirmed, reserved, specially sourced, prepared for collection or dispatched, cancellation may not be available unless required by law or agreed by Xclusive Collection in writing.

Deposits and payments made for specially sourced or specifically reserved items may be non-refundable where this has been clearly disclosed and accepted before payment, subject to applicable law.

11. Exclusions

A return, exchange or refund will not normally be approved where:

• The concern relates to a condition detail disclosed before purchase.
• The item has been used, worn, damaged or altered after delivery.
• Tags, seals or protective materials have been removed.
• The item or any supplied accessory is missing.
• The item has been cleaned, repaired or authenticated by an unauthorised third party before we have had an opportunity to inspect it.
• Damage results from improper storage, handling, cleaning or use.
• The claim is based only on a change of mind, preference or market-price movement.

These exclusions remain subject to mandatory consumer rights under UAE law.

12. Fraudulent or Abusive Claims

Xclusive Collection may reject claims involving substituted items, missing accessories, deliberate damage, false information, altered documentation or other suspected fraudulent activity.

Where reasonably necessary, such matters may be reported to the relevant payment provider, courier, insurer or UAE authority.

13. Customer Assistance

Before purchasing, customers are welcome to contact us for additional condition details, photographs, videos or care guidance.

14. Governing Law

This policy is governed by the applicable laws of the United Arab Emirates and the Emirate of Dubai.

If any provision of this policy conflicts with a mandatory consumer right, the mandatory legal requirement will apply.