1.What is your Returns Policy?
Want to find out more about our returns policy? Read below for more information
Returning an unwanted item?
We get it, sometimes something just doesn’t work for you, and you want your money back. Don’t worry, as long as an item is still in its original condition as stated below, we accept returns, subject to the rules below, which include rules around fair use.
None of these rules affect your statutory rights.
Returning from UAE?
For the eligible returns, you have seven (7) days from the day your order’s been delivered or made available for collection at your nominated store or collection point to return an item.
For the eligible returns, we aim to refund you within 14 days of receiving the returned item.
After that?
We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Original condition
- Returns and exchanges are only accepted if the product is accompanied by the original or digital sales invoice.
- Products must be returned unused and unopened, with their original packaging intact, including all tags, labels, accompanying accessories, spare parts, and documentation such as manuals.
- If the packaging is slightly soiled or opened, and the product is found to be unused, undamaged, and free of visible scratches or marks, the return will be at the inspection expert’s discretion. A restocking fee of 15%, or the applicable fee at the time of return, will be charged.
- In the event of a product defect reported to us within seven (7) days of purchase, the product will be replaced with the same model, following verification of the defect under the manufacturer’s warranty. If the product is unavailable, a similar product at the same price range or an upgrade may be offered, with the option for the customer to pay the price difference or a refund may be provided.
- The final decision on whether to accept a return or exchange rests solely with our inspection expert.
The Return and Exchange are not applicable if:
- The product is registered online to any registration website or paired with any smartphone application or installed for use.
- The packaging is damaged, has visible scratches or has missing accessories, activation cards or manuals.
- The Product was used, has visible scratches or product tags/stickers were removed.
- The claim for return and exchange received after 7 days from the date of purchase.
Responsibility
Qualified Returned Items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get digital receipts in case you need to contact us about your return.
All delivery, return delivery charges and Installation (if any) are the responsibility of the customer.
Fair use
If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads – WAY, WAAAY more than even the most loyal customer would order or the items returned don’t match what you ordered – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.
Please note, that we reserve the right to take legal action against you if the items you return don’t match what you ordered.
2.How do I return something to you?
For any qualified returns, please read on:
You may return your item within SEVEN (7) days of delivery or collection. A return pickup fee of AED 20 will apply for unwanted items, but it will be waived for damaged or defective items.
We’ll issue a refund using your original payment method. Please allow 10 working days for the funds to show in your account.
Your order may take 2-3 working days for local pickup or up to 21 working days (excluding weekends and public holidays) for international returns to arrive back at our warehouse.
3.I’m an international customer, have you received my returned items?
Once your return has been received by our warehouse, we’ll email you to let you know whether another item shall be delivered, or if a refund shall be issued.
The time it takes for your parcel to reach us varies depending on where you are returning it from.
Please note that working days do not include weekends and bank holidays.
4.Can I return an item after 7 days?
As per our Returns Policy, we only accept returns within Seven (7) days of your order being delivered or made available for collection. In this case, only your refund will be issued using your original payment method.
5.What happens to my refund if my card is no longer in use?
Your refund will still go back to the card details used on your order as long as the card account is still open.
When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order for a different card.
6.My refund is incorrect, what should I do?
We’re sorry if we’ve made a mistake with your refund!
If this is the case, please get in touch with our Customer Care Team and we’ll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.
The following may affect the amount you have been refunded:
- The delivery charge, which is only refunded for cancelled orders if the goods are faulty.
- Any discounts that were applied at the time of sale, which may not now be applicable