Refund policy

Return & Refund Policy

At Equal, we believe in fair dealing, transparency, and protecting the rights of our customers. If you receive a product that is defective, damaged, incorrect, or does not meet the applicable return conditions, we are committed to helping you resolve the issue fairly.

1. Return & Exchange Eligibility

Customers may request a return or exchange if:

  • The wrong product, size, or item was delivered.

  • The product is damaged or defective upon arrival.

  • The product received does not match the order.

  • The item qualifies for return under the conditions stated below.

2. Return Conditions

To be eligible for a return or exchange:

  • The request must be submitted within 7 days of receiving the order.

  • The product must be unused, unworn, unwashed, and in its original condition.

  • Original tags, packaging, and accessories should be included where applicable.

  • The product must not have been altered, damaged, stained, or otherwise used.

Equal reserves the right to reject a return that does not meet these conditions.

3. Non-Returnable Items

For hygiene and product-quality reasons, certain items may not be eligible for return or exchange, including:

  • Items that have been worn, washed, or altered.

  • Products damaged after delivery due to customer handling.

  • Items without original tags or packaging where these are required.

  • Products specifically marked as non-returnable or final sale.

4. Refund Policy

Once the returned product is received and inspected, we will notify you whether your refund request has been approved.

If approved, the refund will be processed through the applicable payment method or another agreed method, subject to the circumstances of the order.

Shipping charges may be non-refundable unless the return is due to an error, defect, or issue attributable to Equal.

5. Damaged or Incorrect Orders

If you receive a damaged or incorrect item, please contact us as soon as possible with your order details and clear photographs/videos of the product and packaging.

After verification, Equal will make reasonable efforts to provide an appropriate resolution, which may include an exchange, replacement, or refund.

6. Exchange Policy

If you wish to exchange an eligible product for another size or item, the requested replacement will be subject to availability.

If the requested item is unavailable, we may offer an alternative solution or refund where applicable.

7. Return Shipping

If the return is due to an error, defect, or incorrect product sent by Equal, we will make reasonable arrangements regarding return shipping.

For returns requested for reasons other than a fault or mistake by Equal, applicable return shipping charges may be the customer's responsibility.

8. Refund Processing Time

Refunds will be processed after the returned product has been received and inspected. The time required for the refund to appear may vary depending on the payment method or financial institution.

9. Cancellation

Order cancellation requests should be submitted as soon as possible. Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

10. Islamic Principles

At Equal, we believe that business transactions should be based on honesty, fairness, mutual consent, and amanah (trust).

We do not intend to unfairly retain a customer's payment where a legitimate refund is due. At the same time, customers are expected to deal honestly and return products according to the conditions of this policy.

Our aim is to ensure that both the customer and the business are treated fairly.

11. Contact Us

For return, exchange, or refund requests, please contact our customer support team with your order number, contact details, and reason for the request.

We will review your request and guide you through the applicable process.

Equal — Fair Trade. Honest Dealing. Your Trust Is Our Amanah.