Refund policy

Returns & Refunds Policy

Last updated: 20 / 07/ 2026

We make our pieces to be worn hard and kept a long time. If something isn't right, we want to hear about it.

The short version

You have 14 days from delivery to request a return on unworn, unwashed items with tags attached. Intimate products cannot be returned or refunded for hygiene reasons. Faulty items are always covered.

What we accept

We'll accept a return if the item is:

Unworn, unwashed, and free of odour, marks, hair, or damage
In its original packaging with all tags still attached
Requested within 14 days of the delivery date

What we can't accept

For hygiene and safety reasons, the following are final sale and cannot be returned, exchanged, or refunded once delivered:

Underwear and briefs
Socks
Sports bras and bralettes
Any item sold as an intimate or base-layer garment
Any item where the hygiene seal or sealed packaging has been opened

We also cannot accept:

Sale, clearance, or discount-code items marked final sale at checkout
Gift cards
Items damaged through wear, washing contrary to care instructions, or normal training use
Items returned after the 14-day window

This does not affect your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection. If an item is faulty, defective, or not what you ordered, the exclusions above do not apply — see Faulty or incorrect items below.

How to start a return

Email hello@freecollective.store with your order number and a short note on what's wrong. Photos help.
We'll reply within 2 business days with a return authorisation and the address to send to.
Post the item back to us. Please don't send anything without authorisation — we can't track or process it.

Return shipping: the customer covers return postage on change-of-mind returns. We cover it on faulty or incorrect items.

Keep your tracking number. Until the parcel reaches us, it's your responsibility.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 7–14 business days, depending on your bank. Original shipping charges are not refunded unless the item was faulty or sent in error.

If your item fails inspection — worn, washed, missing tags, past the window, we'll contact you and can send it back at your cost.

Exchanges

The fastest route is to return the original item for a refund and place a new order for the size or design you want. This way you're not waiting on stock.

Faulty or incorrect items

If your item arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery with photos. We'll arrange a replacement, a repair, or a full refund including shipping, at no cost to you. This applies to intimate products too — the hygiene exclusion never overrides a genuine fault.