Returns & Refund Policy
This policy explains how to request a return or refund, and which of your rights come from the law and which are additional store policies.
Introduction
We want you to be satisfied with your order. This policy describes two different things:
- Your legal rights as a consumer under UAE law, for example where a product is defective or does not match its description. These rights always apply.
- Our voluntary store policy, which may allow returns in additional situations. Any voluntary policy is offered in addition to, and never instead of, your legal rights.
Nothing in this policy limits or excludes any right you have as a consumer under applicable UAE law, including Federal Law No. 15 of 2020 on Consumer Protection (as amended) and its Executive Regulation. Where this policy and the law differ, the law applies.
Return Eligibility
Store policy (voluntary): [INSERT WHETHER CHANGE-OF-MIND RETURNS ARE ACCEPTED. IF SO, STATE THE TIME LIMIT AND CONDITIONS, E.G. UNOPENED, SEALED, IN ORIGINAL PACKAGING, WITH PROOF OF PURCHASE].
Your legal rights: If a product is defective, damaged or does not match its description, you are entitled to a remedy under UAE consumer protection law, which may include repair, replacement or a refund.
Non-Returnable Items
For hygiene, safety or product-integrity reasons, the following items may not be eligible for change-of-mind returns under our voluntary store policy: [INSERT CATEGORIES, E.G. OPENED OR UNSEALED CONSUMABLE PRODUCTS].
This restriction applies only to voluntary change-of-mind returns. It does not affect your legal rights where a product is defective, damaged or not as described.
Legal review required: Do not finalise a blanket rule that tobacco or nicotine-related products are non-returnable until a UAE-qualified lawyer confirms what consumer protection law and its Executive Regulation require, including the rules on defective goods and on goods that do not match their description.
Damaged or Defective Products
If your order arrives damaged or a product is defective, please contact us within [INSERT REPORTING PERIOD] of delivery, with your order number and photos of the product and packaging. Please keep the product and packaging until we confirm the next steps.
Where the product is confirmed to be damaged or defective, we will repair, replace or refund it, as required by applicable law.
Incorrect Orders
If you receive the wrong product or an incorrect quantity, please contact us as soon as possible with your order number and photos. We will arrange to collect the incorrect item where needed and send the correct item, or refund you if the correct item is not available. You will not be charged for correcting our mistake.
Return Request Process
To request a return:
- Contact us through our Contact Us page or using the details below, with your order number and the reason for the return.
- Our team will review your request and explain the next steps.
- If a return is approved, we will tell you how to send or hand over the product [CONFIRM RETURN METHOD, E.G. COURIER COLLECTION OR DROP-OFF].
- Once the product is received and inspected, we will confirm the outcome.
Return delivery costs: [CONFIRM WHO PAYS RETURN DELIVERY FOR VOLUNTARY RETURNS]. You will not pay return costs where the product is defective, damaged or incorrect.
Refund Approval
We will review returned products and let you know whether the refund is approved. If a voluntary return does not meet the conditions of our store policy, we will explain why and discuss the options available. This does not affect your legal rights.
Refund Processing
Approved refunds are processed within [INSERT REFUND PROCESSING TIMEFRAME CONFIRMED BY THE BUSINESS]. The time it takes for the money to reach you may also depend on your bank or payment provider.
Legal review required: Confirm the refund timeframe against the requirements of UAE consumer protection law and its Executive Regulation before inserting it.
Refund Payment Method
Refunds are normally made using the original payment method [CONFIRM REFUND METHOD FOR EACH PAYMENT METHOD OFFERED, E.G. CASH ON DELIVERY ORDERS]. If this is not possible, we will agree an alternative with you.
Contact Information
If you have any questions about this policy, please contact us using the details below or through our Contact Us page.
- Business name: [INSERT REGISTERED BUSINESS NAME]
- Email: [INSERT BUSINESS EMAIL ADDRESS]
- Phone: [INSERT CUSTOMER SERVICE PHONE NUMBER]
- Address: [INSERT REGISTERED BUSINESS ADDRESS]
- Customer service hours: [INSERT CUSTOMER SERVICE HOURS]
Questions about this policy?
Last updated: [INSERT DATE]
[INSERT REGISTERED BUSINESS NAME]
Email: [INSERT BUSINESS EMAIL ADDRESS]
Phone: [INSERT CUSTOMER SERVICE PHONE NUMBER]
Address: [INSERT REGISTERED BUSINESS ADDRESS]