What you need before you start
- Original order, invoice and tracking reference
- Reason for return and product condition
- Return commercial/pro-forma invoice
- Named return address and contact
- Rule for refund, repair, resale or disposal
Create one controlled return flow
Give the customer a return authorisation number and item-specific instructions. Match the return paperwork to the original sale so customs can understand that the goods are returning rather than being sold again.
Use a value-based disposition rule
Compare transport, clearance, duty risk, inspection and refurbishment with the recoverable product value. Low-value goods may be better refunded without return; high-value goods may justify insured recovery.
Define inspection and refund timing
State what counts as unused, damaged or incomplete and whether the refund happens on carrier scan or after inspection. Clear rules reduce disputes and support tickets.
Keep customs evidence together
Retain the original export invoice, outbound airway bill, destination import entry and return tracking. These documents may be needed when asking authorities about returned-goods relief.
Return decision table
| Question | Operational answer |
|---|---|
| Who pays? | Customer, seller or conditional |
| Where does it go? | UAE, regional hub or local processor |
| Customs value | Accurate returned-goods value and reason |
| After inspection | Restock, repair, refurbish, liquidate or dispose |
| Refund point | At scan, delivery or completed inspection |
Official sources to verify
We use primary government, customs, chamber and carrier sources where available. See our shipping-content review policy.