Refund policy

RETURN AND REFUND POLICY


This Return and Refund Policy applies to purchases made through the COMMA online store operated by Mira Moon Trading L.L.C.


We want you to be satisfied with your purchase. Please review the conditions below before requesting a return.. exchange.. or refund.


1. Change-of-Mind Returns


You may request a return within 14 days of receiving your order.


To qualify for a change-of-mind return.. the product must be:


  • Unopened
  • Unused
  • Untested
  • Sealed
  • In its original packaging
  • In the same condition in which it was received
  • Accompanied by valid proof of purchase


Because COMMA is a personal-care product.. opened.. used.. tested.. damaged.. or unsealed products cannot be returned or exchanged for a change of mind due to hygiene and safety reasons.


To request a return.. contact us at customerservice@commauae.store within 14 days of delivery and provide:


  • Your full name
  • Your order number
  • The reason for the return
  • Photographs of the sealed product and packaging where requested


Returns sent without prior approval may not be accepted.


2. Damaged.. Defective.. Incomplete or Incorrect Orders


Please inspect your order as soon as it is delivered.


If your order arrives damaged.. visibly defective.. incomplete.. incorrect.. or materially different from its description.. please contact us within 48 hours of delivery.


The 48-hour reporting period helps us investigate the issue promptly with the delivery partner. It does not remove or limit any mandatory rights or remedies available to you under applicable UAE consumer-protection law.


Please provide:


  • Your order number
  • A clear description of the issue
  • Clear photographs or videos of the product
  • Photographs of the external and internal packaging
  • A photograph of the shipping label where available


Please keep the product and all packaging until we have reviewed your request.


If the issue is approved.. we may offer an appropriate replacement.. exchange.. or refund.


3. Products That Cannot Be Returned for Change of Mind


We cannot accept change-of-mind returns for:


  • Opened products
  • Used or tested products
  • Unsealed personal-care products
  • Products without their original packaging
  • Products damaged after delivery through misuse or improper handling
  • Products stored contrary to the instructions provided
  • Products returned without prior approval
  • Gift cards.. where applicable


This does not affect your rights where a product is defective.. damaged.. unsafe.. incorrect.. incomplete.. or materially different from its description.


4. Return Approval


Contacting us does not automatically approve a return.


We will review the information and evidence provided and notify you whether the return has been approved.


If approved.. we will provide return instructions and the applicable return address or collection arrangements.


Please do not return a product before receiving instructions from us.


5. Return Shipping Costs


Where the return results from a product being damaged.. defective.. incorrect.. incomplete.. or materially different from its description.. we will cover the reasonable approved return or replacement delivery cost.


For an approved change-of-mind return.. the customer is responsible for the return shipping cost.


Original shipping charges are not refundable for change-of-mind returns.


We recommend using a tracked shipping service because we cannot process the refund until the returned product has been received and inspected.


The customer is responsible for packaging the returned item securely.


6. Inspection of Returned Products


All returned products will be inspected after they are received.


A return may be refused if the product:


  • Has been opened
  • Has been used or tested
  • Is no longer sealed
  • Is missing its original packaging
  • Has been damaged after delivery
  • Does not match the item approved for return
  • Was returned outside the approved return period without a valid legal basis


If a return is refused after inspection.. we will contact the customer and explain the reason.


7. Refunds


Once the returned product has been received and inspected.. we will notify you whether the refund has been approved.


Approved refunds will be issued to the original payment method used for the order.


Please allow up to 10 business days after refund approval for your bank.. card issuer.. or payment provider to process and display the refund.


Processing times are controlled by the relevant bank or payment provider and may vary.


If more than 15 business days have passed since we confirmed approval of your refund.. contact us at customerservice@commauae.store.


8. Refund Amount


For an approved change-of-mind return.. the refund will normally cover the purchase price of the eligible returned product.


Original shipping charges and return shipping costs are not refundable for change-of-mind returns.


Where the order arrived damaged.. defective.. incorrect.. incomplete.. or materially different from its description.. the approved refund may include the relevant product price and applicable delivery charges.


9. Exchanges


Where appropriate and subject to product availability.. we may offer an exchange for an approved damaged.. defective.. incomplete.. or incorrect item.


If the replacement product is unavailable.. we may offer a refund instead.


Change-of-mind exchanges are subject to the same eligibility conditions as change-of-mind returns.


10. Order Cancellations


You may request cancellation before the order has been processed or handed over to the delivery partner.


Contact us as soon as possible at customerservice@commauae.store and include your order number.


We will try to accommodate the request.. but cancellation cannot be guaranteed after fulfilment or dispatch has begun.


If an order has already been dispatched.. it will be subject to the return conditions in this policy.


If an approved cancellation is processed after payment has been received.. the refund will be issued to the original payment method.


11. Refused or Undeliverable Orders


An order may be returned to us if:


  • The customer refuses delivery without a valid reason
  • The delivery address is incorrect or incomplete
  • The customer cannot be contacted
  • The customer is unavailable after reasonable delivery attempts
  • The parcel is not collected where collection is required


Where an order is returned for one of these reasons.. reasonable delivery.. redelivery.. or return costs may be deducted from the refund where permitted by law.


The product must remain unopened.. unused.. sealed.. and in resalable condition to qualify for a change-of-mind refund.


12. Promotional and Discounted Products


Products purchased during a promotion or using a discount code remain subject to this policy.


An approved refund will be based on the amount actually paid for the product after discounts.


Any free gifts included with an order may also need to be returned unopened and unused before a full refund is processed.


13. Mandatory Consumer Rights


Nothing in this policy excludes.. limits.. or overrides any mandatory rights or remedies available under applicable UAE consumer-protection law.


Where a product is defective.. damaged.. unsafe.. incorrect.. incomplete.. or materially different from its description.. the customer may be entitled to an appropriate remedy in accordance with applicable law.


14. Contact Information


For return.. exchange.. cancellation.. or refund requests.. contact:


Mira Moon Trading L.L.C.

Brand: COMMA

Email: support@commauae.store / customerservice@commauae.store

Telephone: +971 54 173 0172

Address: Office 1128.. Tamani Arts Offices.. Business Bay.. Dubai.. United Arab Emirates

Trade Licence Number: 1491597