Refund policy

Return & Refund Policy

Last updated: 27/10/2025

  1. Your Rights Under UAE Consumer Protection Laws

We aim to provide our products and services in accordance with applicable consumer protection laws and regulations in the United Arab Emirates.

Where required by UAE law, customers may be entitled to an appropriate remedy if a product or service supplied by us is defective, not as described, unsafe, or not fit for its intended purpose. Depending on the circumstances, this may include repair, replacement, refund, or another remedy required by applicable law.

Nothing in this Policy is intended to limit any rights you may have under applicable UAE consumer protection laws.

  1. Memberships & Giveaway Access

Memberships, whether monthly, annual, or otherwise timed access, and giveaway entry packages are non refundable simply on the basis of change of mind, non use, or not winning a prize.

Upgrades or changes to membership tiers become effective in the next billing cycle, unless otherwise indicated.

Cancelled memberships will cease future billing. However, we do not provide refunds for amounts already charged where access has commenced and no fault, service failure, or legal entitlement to a refund applies. Your access remains valid until the end of the paid period unless otherwise specified.

  1. Physical Goods, If Applicable

For physical goods purchased through us, refunds or exchanges are only available where required by UAE law, including where goods are faulty, damaged, not as described, or not fit for purpose.

If you believe a product is faulty, damaged, or unsuitable, contact us promptly with your order details and supporting evidence. We may require the item to be returned in its original condition, together with proof of purchase and any relevant supporting materials.

We do not refund goods simply because you changed your mind, ordered incorrectly, or no longer want the product, unless we are required to do so by applicable law or have agreed otherwise in writing.

  1. Giveaway Entry & Prize Redemption

Entry into any giveaways or promotions is subject to the specific Terms & Conditions applicable to that promotion, which you should read in conjunction with this Policy.

Participation in a giveaway or promotion does not guarantee winning a prize and cannot be used as the basis for a refund of membership, access fees, or entry packages.

Prize redemption, eligibility, verification, and delivery will be handled in accordance with the applicable promotion Terms & Conditions and any applicable UAE laws or regulatory requirements.

  1. How to Request a Refund or Return

Email our support team at contact@ellamayding.com.au with your name, membership or order number, reason for the request, and any supporting evidence.

We’ll review your request and aim to respond within 7 business days.

If approved, any refund will be issued via the original payment method unless otherwise agreed.

For physical returns, you may be required to return the product at your cost unless otherwise agreed or required by applicable law.

  1. What We Cannot Refund

We do not refund the following, unless required by applicable law:

Membership or access charges already paid where the service has commenced and no fault, failure, or legal entitlement to a refund applies.

Giveaway entry packages or membership fees due to change of mind, non use, or not winning a prize.

Shipping costs, sizing mistakes, incorrect orders, or change of mind regarding goods.

Any indirect losses, reputational impact, loss of opportunity, or consequential damages, except where such exclusion is not permitted by applicable law.

  1. UAE Consumer Complaints

If you are located in the UAE and believe your consumer rights have not been addressed, you may have the right to raise a complaint with the relevant UAE consumer protection authority or local Department of Economy and Tourism, depending on your emirate and the nature of the complaint.