Refund policy

Instructions for Customers Upon Receiving the Parcel

To ensure a smooth delivery experience in the UAE, please follow these steps when your parcel arrives:

1. Inspect the Packaging:
Before accepting the parcel, verify that the packaging is intact, with no broken seals. If the seal is broken or the parcel appears tampered with, refuse to accept it and inform the delivery personnel immediately.

2. Check for Contents:
Ensure that the parcel is not empty and appears to contain the correct items.

3. Confirm Product Size:
Verify that the parcel’s size matches the product you ordered. If it feels suspiciously light or mismatched, notify us immediately.

4. Record the Unboxing:
Make a clear video of the unboxing process. Ensure the product and its condition are fully visible in the video as this may be required for return or refund claims.

Conditions for Exchange or Return

We accept returns or exchanges under the following conditions, in accordance with UAE consumer protection laws:

1.  Wrong Product Delivered:

•  If you receive an incorrect product, please refrain from using it, including any             included accessories.
•  Upon our request, return the product intact in its original packaging with all                included items.
•  No return fees will apply, and we will dispatch the correct product or process a            refund within 7 business days after verification.

2.  Damaged Product Delivered:

•  If the product is damaged, a clear unboxing video is mandatory as proof.
•  Once verified, you will be asked to return the item (free of charge).
•  Upon successful processing, you will receive an exchange or refund within 7                business days.

Claim Process

To initiate a claim, please follow these steps:

  1. Submit your complaint through our customer service team via WhatsApp, email, or phone.
  2. A representative will review your complaint and may request additional details (e.g., photos or the unboxing video).
  3. If required, you will receive return instructions to dispatch the product.
  4. The returned product will be inspected to confirm its condition and functionality:
    • Functional Products: You will receive guidance on usage, and you may choose a replacement or alternative product.
    • Non-functional Products: A refund or exchange will be processed.

All valid claims will be resolved within 7 business days.

Claim Form

Please provide the following details to initiate your claim:

  • Full Name:
  • Address:
  • Email Address:
  • Contact Number:
  • Order Number:
  • Date of Receiving the Parcel:
  • Date of Filing the Complaint:
  • Reason for Claim (e.g., wrong product, damaged product):

Important Notes:

  • Keep all original packaging and accessories until your claim is resolved.
  • Claims without an unboxing video may be subject to rejection.
  • This policy adheres to the guidelines set by UAE consumer protection laws for e-commerce transactions.

Thank you for your cooperation. We strive to provide you with a seamless and satisfying shopping experience.