1. Return window
You may request a return within 7 calendar days of receiving your order, provided the goods are unused, in their original packaging, and in resalable condition. Some products are excluded — see Section 3 below.
2. How to start a return
Sign in to your account and open the order on the My Account page, then click "Request return". Guest customers can WhatsApp or email us with the order number listed on the order-confirmation page or invoice. We will reply with a return reference and a pickup time.
3. Items that cannot be returned
- Hygiene-sensitive items where the seal has been broken (e.g. opened cleaning chemicals, opened personal-care products, opened food-grade items).
- Custom or made-to-order items, including personalised packaging.
- Goods damaged due to misuse after delivery.
- Items beyond the 7-day return window.
4. Damaged, defective, or wrong items
If your order arrives damaged, defective, or different from what you ordered, contact us within 48 hours of delivery. Please include photos of the issue. We will replace the item or refund it in full at no cost to you, including any return-pickup cost.
5. Return pickup
- For deliveries within Abu Dhabi we will arrange a free pickup for damaged / defective / wrong-item returns.
- For change-of-mind returns within the 7-day window, a return-pickup fee equal to the original delivery fee may apply unless the original order qualified for free delivery.
- For non-Abu Dhabi addresses, return-pickup arrangements will be confirmed when you contact us.
6. How refunds are issued
- Cash on Delivery / WhatsApp orders: refunded by bank transfer to a UAE bank account in the customer's name. We will request the IBAN once the return is approved.
- Online card payments (when enabled): refunded to the original card via the payment processor.
- Carton vs unit pricing: refunds are calculated using the prices actually charged on the order, not the current catalog price.
- VAT: any VAT charged is refunded with the goods price; we issue a credit note matching the original tax invoice.
7. Processing time
Once we receive and inspect the returned goods we approve or decline the refund within 3 business days. Approved refunds are issued within 7 business days. Bank-transfer arrival times depend on your bank and may add a further 2–5 business days.
8. Cancellations
You can cancel an order from the My Account page while it is still in pending, confirmed, or processing status. Once the order is shipped you cannot cancel it from the website — please follow the return process above.
9. Partial returns
You can return only some of the items in an order. The refund will cover those items plus a pro-rata share of any discount or coupon that applied to them. Delivery fees are non-refundable except where the return is due to a fault on our side.
10. Resolution & complaints
If you are not satisfied with the outcome of a return, please reply to our resolution email or contact us via the Contact page. We aim to resolve every dispute fairly and quickly, in line with applicable UAE consumer-protection law.