Refund policy

Order, Shipping, Exchange and Return Policy

Last updated: 18 August 2026

Please read this policy carefully before completing your order. By completing payment, the customer confirms that they have read, understood and accepted this policy, without affecting any rights granted under applicable laws and regulations.

1. Order Information

The customer must provide their full name, telephone number, complete delivery address and any other information required to process the order.

The customer is responsible for verifying the accuracy of their contact and delivery information, as well as the selected size, colour, model and specifications before payment. The customer may be responsible for any additional costs resulting from incorrect or incomplete information.

2. Nature of the Products

* The products offered are Master Copy products and are not 100% original.
* These products are not required to be identical to the original products in terms of materials, manufacturing, colours or details.
* Minor differences may occur between individual items due to different production batches or handmade manufacturing processes.
* By completing payment, the customer confirms that they understand the nature of the product and agree to purchase it on this basis.

3. Product Photos and Videos

* The customer confirms that they have viewed the product’s photos and videos through the store or our Snapchat account, Highleveltrd, and reviewed its specifications before completing the purchase.
* Colours and certain details may vary slightly due to lighting, camera angles, image processing and device screen settings.
* Minor differences caused by photography or screen settings are not considered manufacturing defects.

4. Comparison With the Original Product

If the customer claims that the product differs from the original product, they must provide clear, real-life photos or videos showing both products side by side under the same lighting and conditions. Whenever possible, the comparison should be conducted inside a store selling the original product.

Images from the official website alone will not be accepted as proof of a difference in colour or detail, as professional images may be affected by lighting, camera angles, image processing and screen settings.

A Master Copy product is not guaranteed to be completely identical to the original product.

5. Processing, Manufacturing and Shipping

Estimated timeframes:

* Order processing: 2 to 5 business days.
* Made-to-order manufacturing: 3 to 10 business days.
* Watches and stone-setting work: up to 14 business days.
* Express shipping: 5 to 7 business days.
* Standard shipping: 15 to 20 business days.

The shipping period begins after the product has been processed or manufactured. Weekends and public holidays are not included.

All stated timeframes are estimates and are not guaranteed delivery dates.

6. Product Inspection

* Products are inspected before shipment and may be photographed or recorded on video for documentation purposes.
* Inspection does not eliminate the possibility of a hidden defect that was not visible or reasonably detectable at the time of inspection.

7. Delivery Charges

* Within the UAE: AED 30.
* Outside the UAE: starting from AED 200. The final cost is determined according to the destination, weight and shipment size.

The customer may be responsible for any customs duties, taxes or import charges imposed by the destination country unless otherwise agreed in writing.

8. Delays

Delays may occur due to shipping companies, customs procedures, weather or political conditions, seasonal demand, public holidays or other circumstances outside the store’s control.

Customers are advised not to place orders based on a specific travel date or occasion, as processing, manufacturing and shipping timeframes are estimates.

9. Manufacturing Defects and Order Errors

If a possible defect is discovered or the customer receives a product different from the confirmed order, the customer must contact the store immediately through one of its official communication channels and provide clear photos or videos showing:

* The entire product.
* The packaging and accessories.
* The defect or difference clearly and directly.

For a claim to be accepted:

* The product must not have been used or worn.
* The product must not have been repaired or modified.
* The product must remain in its original condition, packaging and accessories.
* Any labels, stickers or protective materials must not have been removed, where applicable.

If a manufacturing defect or an error by the store is confirmed, the case will be handled through repair, replacement or refund, depending on the circumstances and applicable regulations.

Manufacturing defects do not include misuse, damage, scratches, breakage, liquid exposure or any damage occurring after delivery.

The 10% deduction does not apply when a manufacturing defect or an error by the store has been confirmed.

10. Return of a Non-Defective Product

A cash refund is not automatically available when the customer simply changes their mind.

If the store exceptionally agrees to accept the return of a non-defective product:

* A 10% administrative and operational fee will be deducted from the product’s value.
* The customer is responsible for return shipping costs.
* The product must be unused and remain in its original condition, packaging and accessories.
* The product will be inspected before the return receives final approval.

Products manufactured, modified, engraved or stone-set according to the customer’s instructions cannot be returned unless a manufacturing defect or an error by the store is confirmed.

11. Order Confirmation and Cancellation

* Order processing begins after payment has been received or confirmed.
* The customer must verify the model, size, colour, specifications and delivery address before payment.
* The order cannot be changed or cancelled once processing, manufacturing or supplier ordering has started.
* If the store exceptionally approves a cancellation, any costs and charges already incurred in processing the order may be deducted.

12. Order Documentation

The order invoice, order records, communications through the store’s official channels, photos, videos, written specifications, proof of payment and shipping records are considered primary references for confirming the order details.

The customer should retain these records until the order has been completed and any related claim has been resolved.

13. Acceptance of This Policy

By placing an order or completing payment, the customer confirms that they have read, understood and accepted this policy.

Nothing in this policy is intended to exclude or restrict any rights that cannot lawfully be waived under applicable laws and regulations.

Thank you for your trust and understanding.