Refund & Return Policy

Last updated: 18-10-2026

DirectFromBrand is the trading name of Wealthembassy LLC, a company registered in the United Arab Emirates. This policy explains how returns, exchanges and refunds work for orders placed at directfrombrand.ae.

1. Return window

You may request a return within 14 days of the delivery date. Requests made after 14 days will not be accepted.

2. Eligibility

To be eligible, the item must be:

  • Unused and in the same condition you received it
  • In its original packaging, with all accessories, manuals, seals and labels
  • Accompanied by your order number or proof of purchase

3. Non-returnable items

For hygiene and safety reasons, the following cannot be returned once opened or used, unless they arrived defective, damaged or incorrect:

  • Personal care and ear-cleaning products (including ear cleaners and replacement tips)
  • Wearable and personal-use hygiene products
  • UV sterilizing products

Unopened items in sealed original packaging can be returned within the 14-day window.

4. Damaged, defective or incorrect items

If your item arrives damaged, faulty or different from what you ordered, contact us within 48 hours of delivery with your order number and clear photos or a short video. We will arrange a replacement or a full refund, including original shipping, and we will cover the return shipping cost.

5. How to request a return

  1. Email info@directfrombrand.ae or call +971 56 103 3656 (Sunday to Thursday, 9 AM to 6 PM) with your order number and the reason for the return.
  2. We will reply within 2 business days with approval and return instructions.
  3. Send the item back as instructed. Please do not return items without approval.

Return address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE

6. Return shipping costs

  • Change of mind: the customer pays return shipping, and original shipping charges are non-refundable.
  • Damaged, defective or incorrect items: DirectFromBrand pays return shipping.

We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit back to us.

7. Inspection

When we receive your return, we will inspect it and email you to confirm whether it has been approved. Items that show signs of use, or that are missing packaging or accessories, may be rejected or refunded only in part. In that case we will tell you why and send the item back to you if you request it.

8. Refunds

  • Approved refunds are issued within 7 business days of us approving your return.
  • Refunds go to the original payment method only.
  • Your bank or card issuer may take additional time to show the refund in your account.

9. Exchanges

If you want a different colour or product, contact us within the 14-day window. Exchanges depend on stock availability. If the item is unavailable, we will refund you instead.

10. Cancellations

Orders can be cancelled before they are shipped. Please see our Cancellation Policy or contact us as soon as possible.

11. Contact us

Email: info@directfrombrand.ae
Phone: +971 56 103 3656
Hours: Sunday to Thursday, 9 AM to 6 PM (closed Friday and Saturday)
Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE