Our Refund Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Refund Policy at any time. This Refund Policy was last updated on 11/12/2019.
OUR REFUND POLICY IS REALLY SIMPLE
When you receive your item, you must check it as soon as possible following receipt and always before use. Please ensure that a refund authorization number is obtained before attempting to return any items to us. You have 3 days to cancel your order under our 3 day return period policy, which starts on the day you received the item. It’s so simple, please follow the steps set out below. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it, please ensure that any seals are still intact.
WRONG ITEM RECEIVED
We apologize if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 3 days from the day on which you received the item.
Please accept our apologies if you have received an item that is damaged. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is damaged, please contact us. You will need to tell us exactly what the damage is and as soon as possible after discovering the damage and we will advise what to do next. Our Refund Policy for damaged items upholds your statutory rights.
ITEM NOT RECEIVED
We apologize if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 5 days from the day on which you received an email from us confirming that the item had been dispatched.
YOUR STATUTORY RIGHTS
Our Refund Policy does not affect your statutory rights.
If you what to return your item to us please contact our sales team at firstname.lastname@example.org or call us on Tel: +971 50 529 6983. You must inform our sales team of your order number, the item you are returning and the reason for return. We will then provide you with a refund number and will confirm the address you need to return the item to.
Please package the item securely and include inside the package your order number, name and address. If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card account used to purchase the item. Any item you have accepted and then return is your responsibility until it reaches our warehouse.
WHAT WE’LL DO NEXT
All products returned to us are checked by our sales team. If you are entitled to a refund then we will refund the price of your item. Refund are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit/debit card account used to purchase the item.
COST OF RETURNING ITEMS
Please note that we can only refund the shipping costs for returning an item where: we sent you the wrong item, or the item is damaged. We will not refund shipping cost for items found to be in good order. Costs of shipping the item back to you will depend on the item and will be communicated to you after the inspection process has been completed.