Refund policy

Refund & Returns Policy

Last updated: August 18, 2026

Thank you for shopping at The New Store. We only carry products we'd use ourselves — but if something isn't right, you may be eligible for a refund, replacement or exchange under the terms below. This policy applies to purchases made on www.thenewstore.ae and through our official selling channels.

Eligibility for returns

  • You may request a return within 15 days from the date of delivery.
  • To be eligible, items must be unused, in their original packaging, with all accessories, manuals, cables and tags intact.
  • A valid proof of purchase (order invoice, email confirmation or receipt) must accompany all return requests.
  • Items may be opened for inspection. Products that have been used beyond inspection are not eligible for change-of-mind returns.

The following are not eligible for return or refund unless defective on arrival:

  • Items that have been used, damaged or altered after delivery.
  • Products missing original packaging, labels, accessories or manuals.
  • For hygiene reasons: shavers, trimmers, epilators, hair-removal devices, oral-care brush heads and refills, and any personal-care product where the sealed hygiene packaging has been opened.
  • Consumables, filters, descalers and coffee beans once opened.
  • Items marked final sale or clearance.

Damaged, defective or incorrect items

If the product is defective, damaged in transit, or not as described:

  • Notify us within 48 hours of delivery with clear photos of the issue and your order number.
  • We'll verify the condition and arrange a replacement, repair or refund at no cost to you, including collection.

Faults appearing after 15 days

Products purchased from TNS are covered by the manufacturer's warranty, honoured here in the UAE. If a fault appears after the return window, this is handled as a warranty claim rather than a return — contact us with your order number and we'll route it to the authorised service centre for the brand. See our Terms of Service for warranty coverage and exclusions.

Return process

  1. Contact our team by email or phone with your order number and reason for return.
  2. We'll issue a Return Authorisation (RA) number and arrange collection or provide return instructions.
  3. Pack the item securely with all original packaging, accessories and the original invoice.

For change-of-mind returns, please keep the item available at the address on your order — we'll arrange collection where possible rather than asking you to courier it yourself.

Refund terms

  • Once we receive and inspect your returned item, we'll notify you of approval or rejection.
  • Approved refunds are issued to the original payment method.
  • Refunds typically take 5–14 business days after approval, depending on your bank or payment provider.
  • Where an item is returned in a condition that doesn't meet the criteria above, we may offer a partial refund or return the item to you.

Return shipping costs

  • Delivery to you is free. For change-of-mind returns, a collection fee of Dhs. [XX] may be deducted from your refund, or you may return the item yourself using a trackable courier.
  • Returns for defective, damaged or incorrectly shipped items are collected entirely at our cost.
  • If you return an item yourself, we recommend a trackable service — we're not responsible for returned items lost in transit.

Cancellations

Orders can be cancelled free of charge any time before dispatch. Contact us as soon as possible after ordering — once a parcel is with the courier, it will be treated as a return.

Exchanges

  • Exchanges are processed subject to availability.
  • If the replacement item's price differs, the difference will be charged or refunded accordingly.

Large appliances

Coffee machines, steam generators and other large items must be returned in their original outer carton with all internal packaging and protective inserts. Items returned without the original carton may not be accepted, as they cannot be safely transported or resold.

TNS Select members

Change-of-mind collections are free for TNS Select members, and returns are prioritised for faster processing.

Your legal rights in the UAE

Consumers in the United Arab Emirates have rights under Federal Law No. 15 of 2020 on Consumer Protection, including the right to a refund, repair or replacement where products are defective or not as described. Your statutory rights are not affected by this policy.

Contact

Address: The New Store LLC — Jumeirah 1, near Mercato Mall, Dubai, UAE

Phone: 800 TNS

Email: info@tns.ae

Business hours: Monday to Friday, 9:00 AM – 6:00 PM