Refund policy

HELD.

RETURNS & REFUND POLICY

Version: 1.2
Effective Date: 23 July 2026
Last Updated: 6 September 2026

At Held. – A Gentle Pause, every product is thoughtfully handcrafted, carefully prepared, and inspected before it leaves our studio. We are committed to providing high-quality products and excellent customer service.

This Returns & Refund Policy explains when returns, exchanges, replacements, store credit, and refunds may be available.

It should be read together with our Terms & Conditions, Shipping Policy, Privacy Policy, and Payment & Chargeback Policy.

Nothing in this Policy is intended to exclude, restrict, or limit any consumer right or remedy that cannot lawfully be excluded or restricted under applicable law.

1. Our Commitment

If your order arrives damaged, defective, incomplete, incorrect, or materially different from what was ordered, Held. will review the matter promptly and work with you to provide an appropriate resolution in accordance with this Policy and applicable law.

Our goal is to resolve genuine concerns fairly while protecting both our customers and our business from fraudulent, abusive, or unsupported claims.

2. Inspection Upon Delivery

Customers should inspect their order promptly upon delivery.

If you believe your order:

  • arrived damaged;
  • contains the wrong item;
  • is incomplete; or
  • has another visible issue,

please contact Held. within 48 hours of delivery where reasonably possible.

To assist our investigation, we may request:

  • your order number;
  • clear photographs of the product;
  • photographs of the packaging;
  • photographs of the shipping label where applicable; and
  • a brief description of the issue.

Prompt reporting helps us investigate efficiently and may allow us to resolve the matter more quickly.

Failure to report an issue within 48 hours may affect our ability to investigate certain claims, particularly where the condition of the item or packaging may have changed.

However, this time period does not limit any mandatory rights you may have under applicable law.

3. Return Eligibility

Subject to this Policy and applicable law, return requests should generally be submitted within 7 calendar days of delivery.

To be eligible for return, an item should:

  • be unused;
  • be in substantially the same condition in which it was received;
  • be returned with its original packaging where reasonably possible; and
  • include proof of purchase or the relevant order number.

Where applicable, the item should also contain its original accessories, inserts, components, and included materials.

Approval of a return request does not automatically guarantee a refund.

Each request will be reviewed based on:

  • the condition of the product;
  • the reason for the return;
  • the circumstances of the order;
  • whether the product was personalized, custom-made, used, or opened;
  • any pre-dispatch customer approval;
  • available order and quality assurance records; and
  • applicable legal requirements.

4. Non-Returnable Items

Unless required by applicable law, the following items are generally not eligible for return, exchange, or refund after delivery:

  • candles that have been lit or burned;
  • products showing signs of use, misuse, mishandling, or accidental damage after delivery;
  • journals or notebooks that have been written in or otherwise used;
  • opened tea, food, beverages, or other consumable products;
  • personalized or custom-made products;
  • bespoke products made according to customer specifications;
  • corporate or bulk orders produced to agreed specifications;
  • gift cards;
  • clearance items identified as final sale or non-returnable at the time of purchase; and
  • any item that cannot reasonably be resold due to hygiene, safety, personalization, use, or deterioration after delivery.

Nothing in this section limits any mandatory rights that may apply to products that are defective, damaged, incorrect, incomplete, unsafe, or otherwise non-conforming.

5. Handmade Products

Held. products are individually handcrafted and prepared.

As a result, minor variations may naturally occur between products or between a finished product and photographs shown online.

These may include slight variations in:

  • colour;
  • fragrance;
  • texture;
  • wax appearance;
  • wax finish;
  • frosting or other normal characteristics of natural wax;
  • handcrafted finish;
  • ribbon placement;
  • floral arrangement;
  • decorative placement;
  • packaging presentation; and
  • other minor handmade details.

These natural variations are part of the character of handcrafted products and are not, by themselves, considered manufacturing defects.

This does not apply where the product is materially different from its description, agreed specification, approved customization, or what a customer could reasonably expect.

6. Fragrance Expectations

Fragrance perception varies between individuals.

The perceived strength, profile, or performance of a fragrance may also be affected by factors including:

  • room size;
  • ventilation;
  • temperature;
  • storage conditions;
  • airflow;
  • product usage;
  • fragrance sensitivity; and
  • individual scent perception.

A customer’s personal preference regarding fragrance strength, scent profile, or fragrance intensity does not by itself indicate that a product is defective.

Similarly, preference-based dissatisfaction with a scent selected by the customer will generally be treated as a change-of-mind matter rather than a defect.

This does not affect any rights relating to a product that is genuinely defective, damaged, incorrect, unsafe, contaminated, materially misdescribed, or otherwise non-conforming.

7. Damaged, Defective, Incomplete, or Incorrect Products

If Held. confirms that a product:

  • arrived damaged before or during delivery;
  • contains a verified manufacturing defect;
  • is incomplete;
  • is materially different from what was ordered;
  • does not match an agreed specification; or
  • is otherwise non-conforming,

then, subject to applicable consumer protection laws and the circumstances of the claim, Held. may provide one or more appropriate remedies.

These may include:

  • replacement of the product;
  • replacement of a missing component;
  • repair of the product where practical;
  • store credit;
  • partial refund; or
  • full refund.

The appropriate remedy will depend on:

  • the nature and severity of the issue;
  • whether the item can reasonably be repaired or replaced;
  • product availability;
  • the value of the affected portion of the order;
  • the circumstances of the transaction; and
  • any rights or remedies required by applicable law.

Nothing in this Policy limits any mandatory remedy available to a consumer under applicable law.

8. Change of Mind

Because many Held. products are handcrafted, prepared specifically for each order, packaged as gifting arrangements, or made according to customer preferences, change-of-mind returns are generally not accepted once an order has been dispatched.

This may include situations where a customer:

  • changes their mind after purchase;
  • no longer requires the product;
  • prefers another colour, scent, product, or design;
  • personally dislikes a fragrance that was supplied correctly;
  • changes gifting plans; or
  • is dissatisfied with a characteristic that was clearly disclosed or approved before dispatch.

Where Held. agrees, at its discretion and where legally permitted, to accept a change-of-mind return, the item must satisfy the return eligibility requirements set out in this Policy.

For approved change-of-mind returns:

  • the customer is generally responsible for return shipping costs; and
  • original delivery charges are generally non-refundable.

Nothing in this section limits any mandatory rights provided under applicable consumer protection laws.

9. Personalized, Bespoke & Corporate Orders

Orders made according to customer-requested specifications generally cannot be cancelled, returned, exchanged, or refunded once production has commenced, unless otherwise required by applicable law.

This includes:

  • personalized gifts;
  • custom names or messages;
  • custom cards;
  • customized packaging;
  • bespoke gift boxes;
  • branded corporate gifts;
  • customized product combinations;
  • custom-designed materials; and
  • corporate or bulk orders produced according to approved specifications.

Exceptions may apply where:

  • the item is defective;
  • the item is damaged;
  • the item is incorrect;
  • the item is incomplete;
  • the final product materially differs from the customer-approved specification; or
  • applicable law requires another remedy.

Customers are responsible for reviewing all personalization details carefully before placing or approving an order.

Where a customer approves wording, spelling, names, dates, designs, branding, colours, product selections, layouts, or other specifications, Held. is generally not responsible for errors contained in the customer-approved information.

However, Held. remains responsible where the final product materially differs from the approved information or agreed specifications.

10. Pre-Dispatch Order Review & Approval

As part of Held.’s quality assurance process, and where reasonably practicable, Held. may provide the customer with photographs of the completed order before final sealing or dispatch.

This process allows the customer to review visible aspects of the order, which may include:

  • overall presentation;
  • gift arrangement;
  • selected products;
  • visible personalization;
  • custom wording;
  • decorative details;
  • packaging presentation; and
  • other reasonably identifiable features of the completed order.

Where photographs are provided for approval, customers are responsible for reviewing them carefully and notifying Held. of any visible concern, discrepancy, or requested correction before approving the order.

Customer approval confirms acceptance of the visible presentation, arrangement, and details reasonably identifiable in the photographs at the time of approval.

Where no response is received within a reasonable period and dispatch is time-sensitive, Held. may contact the customer for confirmation or proceed in accordance with the agreed order specifications where appropriate.

Pre-dispatch approval does not waive, exclude, or limit any customer right relating to:

  • damage occurring during delivery;
  • hidden or latent defects that could not reasonably be identified from photographs;
  • incorrect or missing products that were not reasonably identifiable from the photographs;
  • defective products;
  • unsafe or non-conforming products;
  • a final product that materially differs from the approved photograph or agreed specifications; or
  • any right or remedy that cannot lawfully be excluded.

Once an order has been approved and sealed for dispatch, requests based solely on dissatisfaction with the visible presentation, layout, arrangement, personalization, or other details clearly shown and approved beforehand may not qualify for return, refund, replacement, or exchange, subject to applicable law.

The pre-dispatch approval process is intended to:

  • reduce misunderstandings;
  • identify issues before dispatch;
  • reduce avoidable returns;
  • improve customer confidence; and
  • maintain a clear record of the order before shipment.

11. Return Procedure

Before returning any item, customers must contact Held. to request return instructions.

Customers should not send a product back without first communicating with Held.

Returns sent without prior communication may be delayed or may be refused where Held. is unable to:

  • identify the relevant order;
  • confirm return eligibility;
  • determine the reason for return; or
  • reasonably assess the condition of the item.

This is subject always to applicable law.

Customers should package returned items securely to reduce the risk of damage during transit.

Where the customer is responsible for arranging the return, Held. recommends using a trackable delivery method and retaining proof of shipment until the matter has been fully resolved.

12. Return Shipping Costs

If a return is approved because:

  • Held. supplied the wrong product;
  • the product has a verified manufacturing defect;
  • the order was incomplete;
  • the product was materially different from what was agreed; or
  • the item was damaged before or during delivery,

Held. will be responsible for reasonable return shipping costs where return of the item is required.

Held. may:

  • arrange collection;
  • provide return instructions;
  • reimburse reasonable return shipping costs; or
  • provide another appropriate solution.

For other approved returns, including approved change-of-mind returns, the customer is generally responsible for return shipping costs.

Original delivery charges are generally non-refundable unless:

  • the return results from an error by Held.;
  • the product is confirmed to be damaged, defective, incorrect, incomplete, or otherwise non-conforming and reimbursement is appropriate; or
  • applicable law requires otherwise.

No restocking fee will be charged unless one has been clearly disclosed in advance and is permitted by applicable law.

13. Refunds

Once an approved return has been received and, where appropriate, inspected, Held. will notify the customer regarding the outcome.

Where a refund is approved, it will normally be processed using the original payment method where reasonably possible.

Depending on the circumstances, a refund may be:

  • full;
  • partial;
  • limited to the affected item;
  • provided together with another agreed remedy; or
  • issued as store credit where agreed or legally appropriate.

Refund processing times may vary depending on the customer’s:

  • bank;
  • card issuer;
  • payment provider;
  • digital wallet provider; or
  • Buy Now Pay Later provider.

Held. is not responsible for processing delays caused solely by a third-party payment provider after Held. has correctly initiated the refund.

Shipping charges are generally non-refundable unless:

  • the return results from an error by Held.; or
  • applicable law requires otherwise.

Where only part of an order is refunded, the refund amount will correspond to the approved item or affected portion of the order, subject to applicable law.

14. Exchanges & Replacements

Where appropriate, Held. may offer an exchange or replacement instead of a refund.

An exchange or replacement may be offered where:

  • the wrong item was supplied;
  • the product arrived damaged;
  • the product has a confirmed defect;
  • part of the order is missing; or
  • another replacement-based resolution is appropriate.

Replacement availability is subject to stock, product availability, personalization requirements, and the nature of the original order.

Where the exact product is no longer available, Held. may discuss a reasonable alternative with the customer.

15. Order Cancellations

Customers may request cancellation before production or dispatch.

Where production has not yet commenced, Held. will generally attempt to accommodate the cancellation request where reasonably possible.

Once production has commenced or an order has been dispatched, cancellation may no longer be available.

If cancellation is accepted after production has started, Held. may deduct reasonable and documented costs already incurred, where permitted by applicable law.

For personalized, bespoke, corporate, made-to-order, or customized products, cancellation may not be available once:

  • customization has begun;
  • printing or personalization has commenced;
  • products have been specially sourced;
  • packaging has been prepared specifically for the order; or
  • other material production costs have already been incurred.

Nothing in this section limits any mandatory cancellation right that may apply under applicable law.

16. Refused or Unsuccessful Deliveries

Customers are responsible for:

  • providing accurate delivery information;
  • providing a reachable telephone number where required;
  • responding reasonably to courier communication; and
  • where reasonably necessary, being available to receive the order.

If a customer refuses delivery without reasonable cause after an order has been dispatched, or if delivery repeatedly fails due to circumstances attributable to the customer, Held. may deduct reasonable and non-recoverable courier, return, or redelivery costs from an otherwise eligible refund, where permitted by applicable law.

Repeated refused or unsuccessful Cash on Delivery orders may result in Cash on Delivery or other selected payment methods no longer being offered for future purchases.

This section does not apply where the refusal or failed delivery results from:

  • an error by Held.;
  • an error by the delivery provider;
  • damage to the parcel;
  • an incorrect order; or
  • another reasonable basis for refusal.

17. Fraud Prevention & Order Records

To help protect customers and our business, Held. may maintain reasonable records relating to an order.

These may include:

  • quality inspection records;
  • photographs of completed products before dispatch;
  • photographs provided to customers for pre-dispatch review or approval where applicable;
  • photographs of packaged or sealed orders;
  • order confirmation records;
  • customer approval messages;
  • personalization approvals;
  • courier tracking information;
  • shipment documentation;
  • delivery confirmation;
  • payment records; and
  • relevant customer communications.

These records may be used where reasonably necessary when investigating:

  • customer complaints;
  • missing item claims;
  • damaged item claims;
  • delivery disputes;
  • payment disputes;
  • suspected fraudulent claims;
  • suspected abuse;
  • returns;
  • refunds; or
  • chargebacks.

Any personal information collected or retained will be handled in accordance with Held.’s Privacy Policy and applicable data protection requirements.

18. Payment Disputes & Chargebacks

Customers are encouraged to contact Held. before initiating a payment dispute or chargeback so that we have an opportunity to investigate and attempt to resolve the concern promptly.

Where a chargeback or payment dispute is initiated, Held. reserves the right to provide relevant supporting documentation to the payment provider, financial institution, card issuer, Buy Now Pay Later provider, payment processor, or competent authority.

This may include:

  • order records;
  • invoices;
  • customer communications;
  • personalization approvals;
  • pre-dispatch customer approvals;
  • product photographs;
  • packaging photographs;
  • shipment information;
  • courier tracking;
  • delivery confirmation;
  • payment records; and
  • quality assurance records.

Where available records reasonably indicate that an order was properly processed, prepared, approved where applicable, fulfilled, and delivered, Held. reserves the right to contest the dispute in accordance with the applicable provider’s procedures.

Nothing in this section prevents a customer from exercising any lawful right to raise a payment dispute.

19. Consumer Rights

Nothing in this Policy excludes, restricts, waives, or limits any consumer right or remedy that cannot lawfully be excluded or restricted.

This Policy is intended to operate consistently with applicable consumer protection laws in the United Arab Emirates.

Where a mandatory legal requirement provides a customer with greater protection than a provision of this Policy, the applicable law will prevail to the extent of that inconsistency.

Any wording in this Policy referring to Held.’s discretion, approval, or general practice remains subject to applicable mandatory consumer rights.

20. Changes to This Policy

Held. may update this Returns & Refund Policy from time to time to reflect changes to:

  • our operations;
  • products;
  • services;
  • fulfilment procedures;
  • payment methods;
  • customer approval processes;
  • legal requirements; or
  • business practices.

The version published on our website at the time an order is placed will generally apply to that order unless a different treatment is required by applicable law.

The “Last Updated” date at the beginning of this Policy indicates when the latest revision was published.

21. Contact Us

If you have any questions about returns, refunds, replacements, exchanges, cancellations, or an issue with your order, please contact us:

Held. – A Gentle Pause
Held Comfort Collections Selling Gifts & Handicrafts L.L.C. – S.P.C.

📧 Email: hello@heldwithcare.ae
📞 Telephone: +971 55 621 8328
💬 WhatsApp: +971 58 983 3816
🌐 Website: heldwithcare.ae

 

Relationship to Other Policies

This Returns & Refund Policy forms part of the Terms & Conditions governing purchases from Held. – A Gentle Pause and should be read together with our Shipping Policy, Privacy Policy, and Payment & Chargeback Policy.

By using our website or placing an order, you acknowledge the applicable policies published on our website, subject always to any rights that cannot lawfully be waived or restricted.