Overview

I received a damaged or defective product. Can I get a refund?

If the product you received is damaged or has a manufacturing defect, you may return it in the same condition in which it was received, along with the original box and intact packaging.
Once we receive and inspect the returned product, and if it is found to be defective or damaged, we will refund the full product value, including any shipping fees paid.

I received an incorrect product. How can I return it?

In rare cases where an incorrect product is delivered, you may return the item in its original condition with the original box and/or intact packaging.
Upon receiving the returned item, the full amount will be refunded, provided the return is made within 15 days from the delivery date.

When is a return not possible?

Returns cannot be accepted in the following cases:

  • If the return request is made after 15 days from the delivery date.
  • If the product has been used, damaged, or is not in its original condition.
  • Any consumable product that has been used or installed.
  • Products with tampered, altered, or counterfeit serial numbers.
  • Missing items from the original package, including price tags, labels, original packaging, free accessories, or bundled items.
  • Fragile products and personal hygiene–related items.

I changed my mind. Can I return the product?

  • If you change your mind before receiving the product, please contact us to cancel your order.
  • If you wish to return the product after delivery, you may do so within 15 days, provided that:
    • The product is not listed as non-returnable.
    • The product is not part of clearance or final-sale items clearly marked as non-returnable.
    • The retail packaging has never been opened (sealed/closed box) and the original seal remains intact.

Which products are non-returnable?

The following items cannot be returned:

  • Clearance items clearly marked as non-returnable.
  • Products explicitly stated as non-returnable in the offer terms.
  • Mobile phones, except in cases of manufacturing defects.
  • Consumable products that have been used or installed, in accordance with Consumer Protection regulations.

How long does it take to collect returned products?

Typically, a shipping company representative will contact you within 3–5 days from the date the return request is submitted.
In some cases, collection may take up to two weeks.

Can I schedule a pickup time with the shipping company?

Currently, customers cannot contact the shipping company directly.
However, once the courier contacts you for pickup, you may inform them of your preferred time.

Can I return a product after 15 days?

In exceptional cases where returning within 15 days is not possible, please contact our Customer Service team at +971547677474 or through the Contact Us page to submit a complaint.
Each case will be reviewed individually; however, all accepted returns must comply with Consumer Protection laws and regulations.

How will I receive my refund if I paid by credit or debit card?

If payment was made via electronic methods (credit or debit card), the refund will be issued to the same card.
Please note that it may take up to 30 days for the refunded amount to appear on your bank statement, depending on your bank’s processing time.

Can I exchange a product instead of receiving a refund?

Yes. Please refer to the Help Center for more information regarding exchanges.

I lost the original box. Can I still return the product?

Returns are accepted only if the product is in its original, unopened packaging with all labels and barcodes intact.
In such cases, please refer to the Help Center for further assistance.

What does “retail packaging not opened” mean?

This means the product is new, unused, unopened, undamaged, and in its original packaging exactly as delivered.

Can I return the product in person or through my own courier?

At this time, products can only be returned through our authorized shipping partners.

Who pays the shipping fees for returns?

The customer is responsible for both outbound and return shipping fees if the return is due to a change of mind and not due to a defect or fault in the product. This includes cases where the product is no longer needed or does not meet expectations.