You can return items purchased online within 30 days at any DeFacto store, giving your order number.

You can return unused items to our warehouse free of charge within 30 days of delivery. Please follow the appropriate procedure based on your location:

For Southern Iraq:

Option 1: Return to cargo branch

1. Log into your Defacto account.
2. Click on the "Return Request" button on the order details page.
3. Obtain your return code by selecting the items you wish to return and the reason for return.
4. Take your return parcel to your nearest Aramex collection point and give the return code to the parcel shop staff.

This is the fastest return option as we can track your parcel and arrange your refund quickly.

Option 2: Return to any DeFacto store

1. Take the item(s) you wish to return to any DeFacto store.
2. Give the order number to the store assistant.

Please keep all proof of postage until you have received the correct refund in case you need it later.

For Northern Iraq (Kurdistan Region):

Return Procedure

1. Pack the items you wish to return.
2. Deliver your return parcel to the following Shopin address:

Erbil, Bakhtiari, Behind the Ministry of Justice, 15 Meter Street, Shopini Express Building

Please ensure you keep the delivery receipt until your return is processed and your refund is confirmed.

General Notes for Both Regions:

• In the unlikely event that you have received a faulty item, please contact us at support@defacto.com.
• Please DO NOT return damaged or used goods unless you contact our support team first. This will delay the resolution of your issue.

If you bought an item in a store or online, you can only exchange it for a different size or colour in any of our stores. Remember that you will need to give the store staff with your order number.

Please do not request a return to exchange an online order, otherwise it will be treated as a return and a refund will be issued.

Once your return process is completed, your refund will be processed, and you will be notified by email.

Please note that once your return has been processed, it may take up to 15 days to receive your refund, depending on your bank.

All returns can be made free of charge through Shopini. All you have to do is indicate that it is a DeFacto return.

We take great care in preparing your order and we hope that such circumstances will not occur. If you receive a faulty or incorrect product, please return your order free of charge through Shopini.

You will be refunded the amount of your order. You can also contact us via email at support@defacto.com or via our WhatsApp service line at +964 781 557 557.

Just like in our stores, you can open the package to inspect and try on the items. But please:

• Keep the original packaging and return it with the product.

• Avoid trying on products while wearing perfume, shaving lotion or deodorant that may leave stains.

• Do not wear shoes outdoors; the soles should be free of dirt or scuff marks.

• Do not remove the labels.

For hygiene reasons, certain items such as bathing suits, underwear, and stockings cannot be returned. This return policy does not prejudice your legal rights regarding damaged products.