Refund policy

Last Updated: 29/07/2026

This policy explains how cancellations and refunds work for products, services, memberships, and the Royale programme provided by The Refined Luxury Trading LLC ("TRL", "we", "our", "us"). It forms part of our Terms & Conditions.

1. Memberships (CARE, SIGNATURE, MAISON)

1.1 Cancelling. You may cancel your membership at any time through the portal. Cancellation stops future renewals; your membership and its benefits remain active until the end of the period you have already paid for.

1.2 Refunds. Membership fees are charged in advance and are earned over the billing period. We do not provide refunds for the current or any partial period, or for unused clean credits, except where required by applicable law. Annual memberships are paid upfront; cancelling an annual membership stops the next renewal but does not entitle you to a refund of the remaining months.

1.3 Clean credits. Credits have no cash value and are non-refundable. On cancellation, any unused credits are forfeited at the end of your paid period.

1.4 Pause as an alternative. If you are travelling or unable to use your membership temporarily, you may pause it for up to 30 days per year instead of cancelling.

1.5 Failed payments. If a renewal payment fails, we may suspend your membership until payment is resolved. Suspended memberships do not accrue new credits.

2. Royale Programme

2.1 Cancelling. You may cancel coverage for an enrolled item on written notice. Royale fees are earned over the coverage period.

2.2 Refunds. Where you cancel and covered services (Care Events) have already been performed on the item during the current period, we may retain fees reflecting the value of the services rendered. Any refund due is calculated on a pro-rata basis for the unused portion of the coverage period, less the retail value of Care Events already provided under the plan. Where the value of services already provided equals or exceeds the fees paid, no refund is due.

2.3 Non-renewal. We may decline to renew coverage for an item on reasonable notice, for example following the annual re-inspection.

3. Spa, Restoration & Care Services (one-off)

3.1 Deposits. Where a deposit is taken to commence a service and you cancel before work begins, the deposit may be refunded at our discretion, less any costs already incurred. Once work has commenced, deposits are non-refundable.

3.2 Completed services. Completed services are not refundable. If you believe a service was not performed to the agreed standard, contact us and we will assess the matter; our liability is as set out in our Care & Liability policy.

4. Resale Purchases

Pre-owned and authenticated items are sold on an as-described, as-is basis and are final sale. Returns or exchanges are not available except where an item materially differs from its description or where required by the UAE Consumer Protection Law (Federal Law No. 15 of 2020). Bespoke, custom, restored, and personalised items are not eligible for return.

5. Consignment

Where you consign an item to us for resale, cancellation, withdrawal, and payout terms are governed by your signed consignment agreement.

6. Sourcing & Concierge

Sourcing requests require a non-refundable deposit to commence work, which secures our time, supplier outreach, and authentication checks. This deposit is not refundable once work has begun.

7. How to Request a Refund or Cancel

Where a refund is due, it will be made to the original payment method within a reasonable period after it is approved.

8. Your Statutory Rights

Nothing in this policy affects any rights you may have that cannot be excluded under the UAE Consumer Protection Law (Federal Law No. 15 of 2020) or other applicable mandatory law.

9. Governing Law

This policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai.