For faster tracking of your Tax Free shopping refund, download our app. Or enter your Tax Free form details below. Do not include any spaces or hyphens - just the numbers and letters only.

 

If you have a query about your tax refund progress, please click here.

 

For Tax Free shopping in the United Arab Emirates, please visit the dedicated UAE website by clicking here.

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For more information, please click here to provide the details from your Tax Free form(s), or email us here


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Track my refund

Each of our Tax Free forms has a unique number - you can usually find it at the top of your form.

 

If you need further help, please use the links below:

 

We have not received a qualifying Tax Free form for your VAT refund, and as a result we will / have debited your account according to the Terms and Conditions that you signed when receiving the refund in cash. 

For additional information please refer to: https://www.planetpayment.com/en/shoppers/charges/

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page .

Your Tax Free form has been received successfully and we're processing your refund.  If you selected one of the following refund methods, please allow 30 days to receive your refund:

 

  • Credit card
  • Alipay
  • Cheque
  • Bank transfer
  • Ctrip Pass

 

If you do not receive the amount after 30 days, or have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.

We are waiting to receive your stamped Tax Free form.

Please ensure you have sent us the original stamped Tax Free form to one of our offices. Full list of our country offices available here: https://www.planetpayment.com/en/contact-us/

If you have sent your Tax Free form recently, please allow up to 30 days for the process to be completed.

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page .

We have issues processing your Tax Free form, please contact our Customer Support team by providing the details from your Tax Free form(s) on this Tax Free enquiry page .

We have received your qualifying Tax Free form and recredited your account.  Please note that recredits may be subject to additional fees.

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page .

 

We have received your Tax free form and paid your refund by one of the following refund methods:

  • Cash
  • Alipay instant refund
  • WeChat instant refund

The refunding process is now complete.

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page .

 

We have paid your refund by one of the following refund methods:

  • Credit card
  • Alipay
  • Cheque/Prepaid card
  • Bank transfer
  • Ctrip Pass


Please allow up to 10 working days for the refund to appear on your account. If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page .

 

We have received your Tax Free form and the refunding process is now complete.

Your refund amount was deducted from the original purchase amount at the time of purchase in the store.

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page .

 

Your Tax Free Shopping Questions Answered

1

Who is eligible for VAT refunds?

  • Only overseas tourists who are 18 years and above are eligible for a VAT refund on eligible purchases made during their visit to the UAE. “Overseas tourist” means any natural Person who is not resident in any of the Implementing States and who is not a crew member on a flight or aircraft leaving an Implementing State.

2

What is the minimum spend eligible for a VAT refund claim?

  • The minimum spend to be eligible for a VAT refund is AED 250 (Dirhams)

3

Are services eligible for a VAT refund?

  • All goods that have a VAT amount are eligible for a VAT refund except:
    • Perishable goods that have been consumed, fully or partly, in the UAE
    • Motor vehicles, boats and aircraft
    • Goods that are not accompanied by the overseas tourist at the time of leaving the UAE
    • Services
    • Goods purchased online
    • Goods that have been used, fully or partly, in the UAE and are not accompanied by the original packaging

4

What percentage of VAT will be receive as a refund?

  • You will receive 85% of the total VAT amount paid, minus a fee of AED 4.80 per Tax Free Tag.

5

What do I do after I have completed a purchase at a store?

  • After you have completed your purchase, please confirm with the store(s) if they are registered with Planet Tax Free for the VAT refund for tourists, if the store staff has not offered this service to you already. Please note that if a merchant is not registered with Planet, you will not be able to claim a VAT refund on your purchases.

6

What should I do before I leave the store that is registered with Planet?

  • If you have shopped at a merchant/store that is registered with Planet, you must ensure that you are provided with an invoice/sales receipt which reflects your name as mentioned in your passport/GCC ID along with the Planet Tax-free sticker affixed to the back of the invoice, after you have completed your shopping. Please retain the original invoice/sales receipt and tax-free sticker as you will need this to complete your validation process when you leave the UAE.

    If there is a mismatch in your name appearing on the invoice vis-à-vis your passport or the absence of a Planet Tax-Free sticker, please ensure that you bring this to the attention of the store staff for rectification to enable you to claim the VAT refund on your purchases.

7

What if no Tax Free Tag was issued by merchant?

  • Please be aware that without a Tax Free Tag being issued to your passport number/GCC ID, we will be unable to process your request. It is important that you scan the QR code on the Planet Tax Free Tag after every purchase to verify the details of such purchases. By doing so, you will be able to ensure that all your purchases eligible for a VAT refund are successfully issued by merchants registered with Planet, so that you can proceed with the validation process at the time of your departure from the UAE.

8

The merchant could not issue a tag to me on account of a system alert message stating that my ID/passport has not been approved by the United Arab Emirates governmental authorities as qualifying for Tax Free Shopping. What can I do to rectify this?

  • Planet's system validates the status of your passport/GCC ID with the Immigration and Citizenship Agency to determine your eligibility as the tourist. Please ensure that you provide the merchant with the same ID that was used to enter UAE. The system alert message means that you have been considered 'Not eligible' for Tax Free Shopping.

    If the merchant is unable to issue a tax-free tag to you on account of a 'Not eligible' status, you will have to directly contact Immigration and Citizenship Agency by visiting any of their offices to verify your record in their system.

9

I could not visit Planet's counters to validate my purchases, how can I claim a VAT refund?

  • Without this step taking place, we will be unable to process your refund.
  • You cannot receive a VAT refund unless the sales receipt (with a Planet tax-free tag affixed) issued by the retailer is validated by Planet. You are solely responsible for obtaining such export validation at the time of your departure from the UAE.
  • As per FTA rules, a VAT refund can only be processed if the purchased goods are validated by the tourist, with the original receipt(s) and tax-free tag(s) at our validation counters located at the exit points across the UAE.
  • Please ensure that you obtain all information regarding VAT refunds from Planet Tax Free staff only.

10

What do I need to present at Planet's counters on the date of my travel from the UAE?

  • You must be able to present all your goods along with the original invoices and tags for which you wish to claim a VAT refund with you at the time of your departure, to our Validation Staff for inspection. Please also carry original Passport/GCC IDs as no copies or photos will be accepted.
  • No one other than registered passport holder can initiate or complete the validation process.

11

Can I get details of all my Tax Free transactions digitally?

  • You scan the QR code on your Planet Tax Free Tag/sticker to view details of your purchase(s). In case you are unable to see any details, this would most likely mean that the merchant has not issued the transaction successfully and you will have to revisit their store or contact them for a resolution.

12

What is the timeframe within which I am required to complete the validation process?

  • Once your Tags are issued, you have 90 days to validate your good at Planet Tax Free Counters in exit points from each respective purchase/receipt date, at the time of your departure from the UAE.

    You must leave the UAE within 6 hours of completing the validation process. Failure to do so will result in your refund being cancelled, and you will be required to restart the validation process during your actual date of departure.

13

I completed the validation process but could not exit the UAE 6 hours after the validation, what am I required to do?

  • If you have not left the UAE within 6 hours after completing the validation process and have not claimed your refund yet, please inform our staff at the time of your rescheduled flight to avoid the cancelation of your VAT refund.

14

Will I be eligible for a VAT refund if I have already shipped my goods through cargo services?

  • Goods exported from the UAE through cargo services are not eligible for a VAT refund. To be eligible for a VAT refund, you must export your goods with you at the time of your depature from the UAE within 90 days from the date of purchase of goods (reflected in the sales receipt/invoice). You must be able to present your travel document ID (passport), original sales receipt/invoice with your name matching that on your passport, tax-free tag and goods before you exit from the UAE.

15

What are the available refund methods I can choose from?

  • After you have validated your goods, you may claim your VAT refund in cash, card or WeChat Pay.

16

Is there a maximum threshold for cash refunds?

  • Yes, if you are choosing a refund in cash, the maximum refund amount is AED 7,000. If your refund amount exceeds AED 7,000/-, you will have to provide us with a valid credit/debit card to enable us to process your refund.

17

What are the card schemes that are accepted?

  • Planet accepts payments to card schemes such as Visa, Mastercard, American Express and Union Pay. VAT refunds processed by Planet to your credit/debit card will normally be credited in your card's currency. Your card issuing company or bank determines the foreign exchange rate to be applied on your VAT refund and Planet has no control over this rate.

18

How long does it take for my VAT refund to be processed if I select card as my refund method?

  • Credit card refunds are processed within 9 calendar days after which you might need to follow up with your bank or credit card company if the refund does not already reflect in your statement.

19

I selected cash as my refund method but didn't have time to visit Travelex's counter to claim my refund. How can I change my refund method?

  • In case you are unable to visit a Travelex counter to collect your cash refund, you can scan the QR score on the sticker by opening your camera / QR scanner and pointing it at the QR code. Open the link and enter your details to claim your refund through card.

20

If I claim my refund in cash, can I claim the money in my local currency instead of Dirhams?

  • You can claim your VAT refund in cash in your preferred currency, if the refund point you selected offers it. Our refund partners determine the foreign exchange rate to be applied on your VAT refund and Planet has no control over this rate.

21

What is the timeframe within which I can claim my VAT refund after completing the validation process?

  • Once you have successfully completed the validation process and exited the UAE, you can claim your VAT refund within 12 months from the export validation date.

22

Can I initiate the validation process of my purchases before I reach the airport?

  • If you are exiting the UAE through an airport, you can initiate the validation process of your purchases by using our City Validation Kiosk validation service located at leading malls and hotels across the UAE. To use this service, you must be departing the UAE within 24 hours and should have already obtained your valid online/digital boarding pass/ QR code. Please visit our website or contact our Customer Happiness Center for more information about the locations of our City Validation Kiosks.

23

How do I use the City Validation Kiosk service?

  • You are required to scan your valid online/digital boarding pass (sent by airline carriers that offer an online check-in service) and your original travel document ID (used to enter the UAE)
  • You must verify that your personal information reflected on the screen is accurate. If you find any errors, please contact our Customer Happiness Center or our staff at the airport. If there are no errors, please proceed to the next step.
  • Your existing tax-free transactions will be displayed on the screen and the kiosk will advise you on next steps i.e. further inspection at the airport or proceeding to claim your refund.
  • If you select cash as your refund method, you will be required to visit one of Travelex' counters after immigration/security check.
  • If you select card as your refund method, we will begin processing your refund claim upon your departure from the UAE.

24

Who can I contact if I have any queries?

You may contact us via email at tourists@planetpayment.com, or alternatively you may call our Customer Happiness Centre on +971 4 586 4700

Check the status of your Tax Free shopping refund by clicking below

How to track your Tax Refund

If you have any further queries then please do not hesitate to get in touch

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