Returns and Refunds Policy

Q: I received a defective/damaged product. Can I get a refund?

If you receive a damaged or defective product, you can return it in the same condition you received it along with the original intact box and/or packaging. Once we receive the returned product, we will inspect it, and if found to be defective or damaged, we will refund the paid product value along with any shipping fees paid.

Q: I received the wrong product. How can I return it?

In the rare circumstance where the product received is wrong, you can return the product in the same condition you received it along with the original intact box and/or packaging. Once we receive the returned product, we will refund the amount paid as long as the return is made within 15 days.

Q: When is "return" not possible?

There are some scenarios where we are unable to support returns:

• If the return request is made outside the specified timeframe, which is 15 days from the receipt date.
• If the product is used, damaged, or not in the same condition as you received it.
• Any consumable product that has been used or installed.
• Products with tampered or missing serial numbers. Anything missing from the package you received including price tags, labels, original packing, freebies, and accessories. Fragile products and personal hygiene related products.

Q: I changed my mind; can I return what I bought?

If you change your mind before receiving your product, simply contact us to cancel your order. If you wish to return the product after receiving it, you have up to 15 days to do so, considering the rules mentioned below:

• The product should not be on the "non-returnable products" list.
• The product is not a clearance item clearly marked as non-returnable.
• Only products with their "retail packaging" never opened (sealed box/ factory sealed) and still with their original seal can be returned.

Q: What are the products that cannot be returned?

Products that cannot be returned include:

• Products from clearance sales clearly marked as non-returnable.
• When the offer notes specifically state that the product cannot be returned.
• Mobile phones, except in the case of a manufacturing defect.

Also, any consumable products that have been used or installed cannot be returned. This is outlined in the consumer protection rights under the section for non-returnable products.

Q: How long does it take to receive returned products?

Typically, a representative from the shipping company will contact you within 3-5 days from the day you requested the return. However, sometimes it may take up to two weeks for the shipping company representative to receive the product.

Q: Can I schedule an appointment with the shipping company to return a product?

Currently, you will not be able to contact the shipping company directly. However, once the shipping company's representative contacts you to receive the product, you can provide them with your preferred time.

Q: Can I return my product after 15 days?

There may be situations where you were unable to return products within 15 days. In these cases, please contact our customer service team at +971 55 575 9900 or through the "Contact Us" page to file a complaint. Complaints are handled on a case-by-case basis. However, all accepted returns according to consumer protection laws must comply with the specified period.

Q: How can I get a refund if the payment method was a credit card?

If you paid electronically (credit or debit card), the amount paid will be refunded to your card. The paid amount may take up to a month to appear in your card statement or CashU, depending on the time taken by the bank to complete this process.

Q: Can I exchange or change a product instead of getting a refund?

Currently, our policy does not support product exchange or change; however, you can still return the product and get a full refund.

Q: I lost the original box in which I received the product. How can I return it?

We only accept product returns if it is in its original, unopened box or packaging with all labels and barcodes on it. However, in this case, please refer to the help center for more information.

Q: What does it mean that the product's "retail packaging" has never been opened (sealed/ unopened box)?

It means the product is new, unused, unopened, undamaged, and in its original packaging. The packaging should be as it was delivered to you.

Q: Can I return a product through my own courier service or deliver it personally anywhere?

Currently, the product can only be returned to us through one of our affiliated shipping companies.

Q: Who pays the shipping fees when returning a product?

The customer bears the shipping fees back and forth when returning the product if the reason is not wanting the product and there is no defect or fault in the product itself. This includes cases where the customer simply wants to return the product because they no longer need it or it does not meet their expectations.