Customer information
Returns & cancellations
Updated 2 November 2026
This policy covers Rebrand purchases and explains the difference between a quote request and a confirmed custom order. Citizens School purchases remain subject to their existing dedicated returns arrangements.
01. Returns and exchanges
For a change of mind or a different size, contact info@rebrand.ae within 3 days of receiving your item to initiate a return or exchange. Include your order reference, the item and the reason for your request. The team will provide return instructions.
Change-of-mind items must be unused, unworn, unwashed and free from stains or signs of wear, with their original packaging and labels still attached. Items are inspected when received. A size exchange is subject to stock availability and may involve an additional delivery charge, which will be confirmed with you.
For an eligible change-of-mind return, original delivery and any cash-on-delivery fees already incurred are not refundable. Any return or exchange delivery charge will be explained before arrangements are made. This does not apply where a refund of those costs is required by law or the return results from Rebrand’s error.
02. Faulty, damaged or incorrect items
Contact us promptly if an item is faulty, damaged or different from what was agreed. Provide your order reference and a description of the issue; photographs are helpful where available. We will assess the issue and provide the repair, replacement, refund or other remedy required by applicable law without charging you for a remedy that must legally be provided free of charge.
The 3-day change-of-mind window and unused-item, packaging and label conditions do not restrict statutory rights for faulty, misdescribed or incorrectly supplied goods. Mandatory consumer rights also apply to customised goods.
03. Cancelling a purchase
You can cancel an order within 24 hours of placing it by contacting info@rebrand.ae with your order reference. If it has already been dispatched, the team will explain the return arrangements. After 24 hours, contact the team to discuss the available options; your statutory rights remain unaffected.
04. Quote requests and custom projects
Submitting a studio or project enquiry does not place an order or take payment. You can ask the team to withdraw or amend an enquiry; there is no purchase to refund at that stage.
For a confirmed custom project, any project-specific change, cancellation or return conditions must be clearly agreed with you before the order is confirmed and production begins. Uploading artwork or accepting the Artwork terms alone does not create a non-refundable order or remove the cancellation and remedy rights described here. No blanket exclusion of customised goods is created by this policy.
05. Refund method and timing
Approved refunds are returned through the original payment method. Please allow up to 45 days for the refund transfer to be completed, subject to any shorter period required by law. Contact the team if you need a refund status update.
06. Policy changes and other terms
A later change to this policy will not reduce the rights that applied when you placed your order. Nothing in this policy excludes a remedy or liability that cannot lawfully be excluded. See Shipping for delivery, Privacy for information handling, and Artwork terms for rights in submitted materials.
Privacy · Shipping · Returns & cancellations · Artwork terms