Refund policy
Returns & Refund Policy — On The Hill (OTH)
Last updated: 22 September 2026
At On The Hill (OTH), we want you to be happy with your purchase. If your item isn't right for you, you can request a return in accordance with the policy below.
1. Returns
We accept returns within 14 days of delivery.
To be eligible for a return, the item must:
- Be unworn and unused
- Be in its original condition
- Have all original tags attached
- Be returned in its original packaging
- Not have any marks, stains, odours or signs of washing/wearing
Items that do not meet these conditions may be refused and returned to the customer.
2. Items We Cannot Accept
We cannot accept returns for items that have been:
- Worn
- Washed
- Damaged after delivery
- Altered or modified
- Returned without original tags
- Returned outside the 14-day return period
For hygiene and product-protection reasons, we may also restrict returns of certain items where permitted by applicable law.
3. How to Request a Return
To request a return, email:
Please include:
- Your full name
- Order number
- Item(s) you wish to return
- Reason for the return
- Photos of the item if requested
We will provide you with the return instructions once your request has been reviewed.
Do not send items back without contacting us first.
4. Return Shipping
Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item to OTH.
Original shipping charges are generally non-refundable for change-of-mind returns.
If you receive an incorrect or faulty item, OTH will arrange an appropriate solution, which may include a replacement, repair or refund.
5. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow up to 7 business days for us to process an approved refund. Your bank or payment provider may take additional time to make the funds available.
6. Exchanges
We currently offer exchanges subject to stock availability.
If the requested size or item is unavailable, we may offer a refund or another suitable option.
Contact Admin@othonthehill.xyz to request an exchange.
7. Faulty or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at:
Please provide your order number and photographs showing the issue.
We will assess the issue and, where appropriate, arrange a replacement, repair or refund.
UAE consumer-protection legislation provides protections concerning defective goods, including repair, replacement or refund in applicable circumstances.
8. Sale Items
Sale items may be eligible for return unless clearly stated otherwise at the time of purchase.
Any specific exclusions will be clearly communicated on the relevant product page.
9. Refunds for Promotional Offers
If a purchase was made using a discount code, promotion or other offer, the refund will be calculated based on the amount actually paid for the returned item.
10. Contact Us
On The Hill (OTH)
Binghatti Corner
Jumeirah Village Circle
Dubai, United Arab Emirates
Email: Admin@othonthehill.xyz
Website: othonthehill.xyz