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


customerservices@planetpayment.com

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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 .

 

Terms and Conditions

1. We have been appointed by the Federal Tax Authority as the operator of the tourist Tax Refund Scheme (TRS) in the United Arab Emirates (UAE), which allows overseas tourists to obtain a VAT refund in respect of the goods purchased by them during their stay in the UAE in accordance with the laws of the UAE. In order to provide the TRS we must gather certain information from overseas tourists.

 

2. We ask for your personal information because it is necessary in order to facilitate your VAT refund. We may share your information for legal and regulatory reasons, with our group companies, the retailer, government departments and/or tax and customs authorities in order to facilitate your VAT refund. Please visit www.planetpayment.com for our full privacy policy. 

 

3. You must comply with all regulations applicable to the TRS and as described by us.

 

4. You cannot receive a VAT refund unless the sales receipt (with an eTax Free tag affixed) received from the retailer (Sales Receipt) is properly export validated. You are solely responsible for obtaining such export validation. If documentation is lost, it is your responsibility to provide any replacements necessary should any dispute arise. We endeavour to make your refund as soon as possible; however, we are not liable if a delay occurs.

 

5. You must be eligible to use the TRS in accordance with the applicable rules. There are significant penalties for false declarations. You must confirm to us that your details are correct and you must comply with all applicable rules in the UAE. We may require additional information to support the claim in certain circumstances. Where we suspect that a fraud or attempted fraud is being perpetrated we reserve the right not to refund.

 

6. Should you have any issue with the goods you have purchased, you must raise this issue directly with the retailer. Their policies in relation to returning goods will apply to you. 

 

7. In providing the TRS, we will charge you a processing fee for each transaction. This processing fee varies depending on the amount you have spent. By submitting the Sales Receipt for a VAT refund and/or using the TRS, you agree that a processing fee can be deducted from your VAT refund. 

 

8. The right to receive a VAT refund (and our documentation or Sales Receipts) cannot be assigned to any other tax free service provider.

 

9. Goods must be exported by you within 90 days of the purchase date.

 

10. VAT refunds issued by credit card will normally be credited in your credit card's currency. The foreign exchange rate is applied is the rate applied by your card issuing company or bank. Planet has no control over this rate.

 

11. Cash refunds will be made in the foreign currency only. You can request the VAT refund to be made in your preferred currency, if the refund point you selected offers it. The foreign exchange rate applied is the rate applied by our refund partners. Planet has no control over this rate.

 

12. Jurisdiction and country specific rules may apply. Where these apply they are outlined in the 'Local Rules' section of this website. You are responsible for complying with these rules. 

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