Refund policy

Returns & Refunds Policy

Last updated: 9 May 2026

This Returns and Refunds Policy ("Policy") applies to all purchases made from flareguntv.com ("Website"), operated by Flarenio For Toys and Games Trading L.L.C S.O.C ("we", "us", "our"). This Policy is governed by UAE Federal Decree-Law No. 5 of 2023 amending Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, and is monitored by the Department of Economy and Tourism (DET) and the Commercial Compliance and Consumer Protection (CCCP) sector in Dubai.

1. Your rights as a consumer

Under UAE Consumer Protection Law, you have the right to:

  • Receive goods that match their description, are of satisfactory quality, and are safe to use.
  • Receive accurate information about the product, including its price (inclusive of 5% VAT), specifications, and origin.
  • Return, exchange, or receive a refund for goods that are defective, damaged, expired, or not as described.
  • Receive a purchase invoice for every transaction.

Nothing in this Policy limits your statutory rights under UAE law.

2. Return window

You may return eligible items within 14 days from the date you received your order.

To be eligible for a return, the item must be:

  • In its original condition and original packaging
  • Unused, with all tags, accessories, manuals, and free gifts (if any) included
  • Accompanied by the original purchase invoice or order confirmation

3. Defective, damaged, or wrong items

If your item arrives defective, damaged, expired, or different from what was ordered, you are entitled to a full remedy under UAE Consumer Protection Law. You may choose between:

  • A full refund of the price paid, or
  • A free replacement of the same item, or
  • A repair at no cost to you (where applicable).

For these cases:

  • Notify us within 7 days of delivery by email at shop@flareguntv.com with your order number, photos of the issue, and a brief description.
  • We will cover all return shipping costs for defective, damaged, or wrong items.
  • We will arrange collection or provide a prepaid return label.

4. Change-of-mind returns

If you simply changed your mind, you may return unused items in their original sealed packaging within 14 days of delivery. In this case:

  • The customer is responsible for return shipping costs.
  • The item must be in resalable condition (unused, undamaged, original packaging intact).
  • A refund will be issued once we receive and inspect the item.

5. Items that cannot be returned

The following items are non-returnable, except where they arrive defective or damaged:

  • Items that have been opened, used, or had their seal broken (where the seal exists for hygiene or safety reasons)
  • Customised, personalised, or special-order items
  • Items damaged by misuse, mishandling, or unauthorised modification by the customer
  • Items returned without the original packaging, accessories, or invoice
  • Gift cards and digital downloads once accessed

6. How to request a return

  1. Email shop@flareguntv.com within the return window with:
    • Your order number
    • The item(s) you wish to return
    • The reason for return
    • Photos (required for damaged or defective items)
  2. We will respond within 2 business days with return instructions and the return address.
  3. Pack the item securely in its original packaging.
  4. Ship the item using a tracked courier (we recommend keeping the tracking number).
  5. Once we receive and inspect the item, we will notify you of the outcome.

Do not send items back without contacting us first — unsolicited returns may not be accepted.

7. Refunds

  • Approved refunds are processed within 14 days of us receiving and inspecting the returned item.
  • Refunds are issued to the original payment method used at checkout.
  • Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to reflect in your account.
  • Original shipping charges are non-refundable, except where the return is due to our error (defective, damaged, or wrong item shipped).
  • We do not charge restocking fees.

8. Exchanges

If you wish to exchange an item for a different size, colour, or model, please follow the return process in Section 6 and place a new order for the desired item. This ensures faster processing.

For defective items, we will replace the item at no cost.

9. Late or missing refunds

If you have not received your refund after the timeframe above:

  1. Check your bank account again.
  2. Contact your credit card provider — processing times vary.
  3. If you have done both and still have not received your refund, contact us at shop@flareguntv.com.

10. Complaints and dispute resolution

If you are not satisfied with how your return or refund has been handled, you have the right to escalate your complaint to:

  • Department of Economy and Tourism (DET) – Commercial Compliance and Consumer Protection (CCCP)
  • Website: www.consumerrights.ae
  • Hotline: 600 545 555
  • Ministry of Economy Consumer Protection Department: www.moec.gov.ae

11. Contact us

Flarenio For Toys and Games Trading L.L.C S.O.C Office No. 2007-119B, Sheikh Rashid Bin Khalifa Bin Saeed Al Maktoum Building, World Trade Centre 1, Dubai, United Arab Emirates Email: shop@flareguntv.com Phone / WhatsApp: +971 54 353 7768 Trade License No.: 1487770 Commercial Register No.: 2567232 Dubai Chamber Membership No.: 605430 Issuing Authority: Department of Economy and Tourism, Government of Dubai

12. Changes to this Policy

We reserve the right to update this Policy at any time. The updated version will be posted on this page with a revised "Last updated" date. Continued use of the Website after changes constitutes acceptance of the revised Policy.