Returns, Exchange and Refunds Policy

  • 100 % quality guarantee will be offered on all products sold and will allow customers to exchange, repair or return any item with proof of purchase, with no restrictions based on time or merchandise condition.
  • After Sales Handling includes:
    • After Sales Services
    • Customer complaint call handling
    • Customer claims
  • For claims and returns without receipt, whatever means available to validate the purchase will be used.
  • “Reasonable Proof” includes DFS price tag/label, POS record, etc.
  • Team Leads/Product Sales Managers, cashier admin, will help if needed to research sales history to locate a valid proof of purchase of an item lacking this. 

EXCHANGE

  • Customer will provide the online sales receipt along with the item to be exchanged to the customer service at Abu Dhabi International Airport departure area.
  • Our team will refund the receipt for returned item.

REFUND Policy

  • Customer will provide the online sales receipt. 
  • The refund will be processed by ADDF within 2 working days
  • The customer will receive the refund to the credit card used for the purchase, depending on the card issuer’s processing period.

CANCELLATIONS AND NO-SHOW

  • Customers can write to customerservices@addf.adac.ae for cancellations prior to the time of travel through the Abu Dhabi International Airport. Please indicate the order number in the request.
  • Once the request is processed, the customer will receive the refund to his credit card, depending on the card issuer’s processing period.
  • If the passenger fails to show up at the designated collection point, Abu Dhabi Duty Free will try to contact the passenger through the email address or phone number provided at the time of placement of the order. Upon confirmation from the passenger, the order will be cancelled and the customer will receive the refund to his credit card, depending on the card issuer’s processing period.
  • If the passenger cannot be contacted within 5 days through the email address or phone number provided, 90% of the amount will be refunded to the customer’s credit card.