Refund policy

[Store Name] is an ecommerce business operating in the United Arab Emirates (UAE).

1. Returns

You may request a return if:

The product is defective or damaged when received.
The product is incomplete or missing parts/items included in the order.
The product received is materially different from the product description, specifications, size, model, or other information displayed on our website.
You received the wrong product.
The product was damaged before you received it.
The order does not comply with the terms agreed at the time of purchase.
The delivery was delayed to the extent that the product can no longer reasonably be used for its intended purpose.
Another return or refund right applies under applicable UAE laws.

Nothing in this policy is intended to limit any mandatory consumer rights available to you under UAE law.

2. Return Request Period

For eligible returns, please contact us within [7/14] calendar days from the date you receive your order.

For products that arrive damaged, defective, incorrect, or incomplete, we recommend contacting us as soon as possible and providing photographs or videos showing the issue.

The return period stated above does not limit any mandatory rights you may have under applicable UAE legislation.

3. Conditions for Return

Unless the product is defective, damaged, incorrect, incomplete, or otherwise eligible for a statutory return, returned products should:

Be unused and in their original condition.
Include the original packaging, accessories, manuals, tags, and other items supplied with the product.
Not have been damaged through misuse, improper installation, or improper handling by the customer.
Include the original order number or proof of purchase.

We may inspect returned products before approving a discretionary return.

4. Products That Cannot Normally Be Returned

For hygiene, safety, personalization, or other legitimate reasons, certain products may not be eligible for discretionary returns, including:

Products that have been used or opened where return is not reasonably possible for hygiene or safety reasons.
Personalized or customized products made specifically for the customer.
Perishable goods or goods with a short expiry period.
Products that are damaged after delivery because of misuse or improper handling by the customer.
Digital products or services that have been fully supplied or used, where applicable.
Other products for which applicable UAE law permits an exclusion from return.

These exclusions do not apply where a product is defective, damaged before receipt, incorrect, incomplete, or otherwise subject to a mandatory consumer remedy under applicable UAE law.

5. Damaged or Defective Products

If your product arrives damaged or has a manufacturing defect, please contact us at:

Email: [Customer Service Email]
Phone/WhatsApp: [Phone Number]

Please provide:

Your order number.
Your name and contact details.
A description of the problem.
Clear photographs and/or video of the product and packaging.
Any other information reasonably required to assess the issue.

Depending on the circumstances and applicable law, we may repair the product, replace it, accept its return and provide a refund, or provide another appropriate remedy.

6. Wrong or Incorrect Product

If you receive a product different from the product you ordered, please contact us within [7] days of delivery.

After verification, we will arrange the appropriate solution, which may include collection of the incorrect product and delivery of the correct product or a refund.

Where the error is attributable to [Store Name], we will bear the reasonable return/collection costs.

7. Refunds

Once an eligible return has been approved and the returned product has been received or otherwise verified as required, we will process the applicable refund.

Refunds will normally be made using the original payment method, where technically and reasonably possible.

The time required for the refund to appear in your account may depend on your bank, card issuer, payment gateway, or other payment provider.

If the law requires a refund, this policy will not be interpreted as allowing us to withhold or improperly delay that refund.

8. Shipping and Return Costs

Where the return is our responsibility

If the return is due to:

A defective product;
Damage before or upon delivery;
The wrong product being sent;
A product materially different from its description; or
Another issue attributable to [Store Name],

we will arrange or reimburse the reasonable return/collection costs, as applicable.

Where the return is requested for another reason

For discretionary returns, the customer may be responsible for applicable return shipping or collection costs, provided that such charges are clearly communicated before the purchase and are permitted under applicable law.

9. Exchanges

Where available, customers may request an exchange for an eligible product.

An exchange is subject to product availability. If the replacement product is unavailable, we may provide another appropriate remedy, including a refund where applicable.

10. Sale and Discounted Products

Discounted or promotional products may be subject to specific return conditions that are clearly stated on the product page or at checkout.

However, promotional status does not remove any mandatory consumer rights relating to defective, damaged, incorrect, incomplete, or otherwise non-conforming products.

11. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been dispatched, we will make reasonable efforts to cancel it.

If the order has already been dispatched or delivered, the request may be treated as a return and will be handled according to this policy and applicable UAE law.

12. Refund for Unavailable Products

If we are unable to fulfil an accepted order because the product is unavailable, we will notify you and provide the applicable refund or other remedy in accordance with the circumstances and applicable UAE law.

13. How to Request a Return or Refund

Please contact our customer service team:

Store: [Store Name]
Email: [Email Address]
Phone/WhatsApp: [Phone Number]
Business Address: [Full UAE Business Address]
Business/Trade Licence No.: [Licence Number]

Please include your order number and explain the reason for your return or refund request.

We will review your request and provide instructions for returning the product where a return is required.

14. Inspection of Returned Products

Returned products may be inspected to determine the condition of the product and the reason for the return.

We will not use an inspection process to exclude a consumer remedy that is required by applicable UAE law.

15. Consumer Rights

This Return & Refund Policy is intended to operate together with applicable laws and regulations of the United Arab Emirates.

Nothing in this policy excludes, restricts, or waives a consumer right or remedy that cannot legally be excluded or restricted.

Where applicable UAE law provides a consumer with a right to return, exchange, repair, or obtain a refund, that right will prevail over any conflicting provision of this policy.

16. Complaints and Disputes

If you have a complaint regarding a product, order, return, or refund, please contact us first so that we can attempt to resolve the matter promptly.

Customer Service:
Email: [Email Address]
Phone/WhatsApp: [Phone Number]

If the matter cannot be resolved directly, the customer may use the applicable consumer-protection or dispute-resolution channels available under UAE law.