Return and Refund Policy

Return & Refund Policy ↩️

14 days to change your mind — simple, fair and transparent.

✅ Your 14-Day Return Window

You may return any eligible item within 14 days of the delivery date. Two simple tracks:

• Our fault — FREE return + 100% refund (including shipping): item is defective, not as described, wrong item delivered, or counterfeit.
• Change of mind — allowed: item must be unused, in its original packaging with all tags, accessories and free gifts. In this case the customer bears the return shipping costs and the payment-gateway fees — both are deducted from the refund, and you receive the item price minus these costs. We show you the exact deduction before you confirm the return.

🚫 Non-Returnable Items

For health and licensing reasons we cannot accept returns of: hygiene-sensitive products (e.g. earphones ear-tips opened, personal care items), perishables, custom-made orders, and digital goods / game codes once revealed. Defective units of these items are still covered — contact support.

📦 How to Return — 3 Steps

1. Request: My Account → Orders → Request Return (or WhatsApp us your order number). For defective/wrong items, attach 1 clear photo.
2. Ship: we send you an Aramex return label — drop the parcel at any Aramex point or request a pickup.
3. Inspection & refund: our quality team inspects the item on arrival and your refund is processed. If a return does not meet the conditions (item used, missing tags/accessories), it is respectfully declined and the item is shipped back to you at your expense.

💸 Refund Method & Timing

• Refunds are issued to your original payment method and processed within 2 business days after inspection. All refunds include 5% UAE VAT.
• Card payments (Visa / Mastercard / Amex): appear on your statement within 5–14 days depending on your bank.
• Tabby / Tamara: your installment plan is cancelled or adjusted per the provider’s policy (Tabby refunds • Tamara refunds).
• Cash on Delivery: refunded by bank transfer to your IBAN within 3–5 business days after inspection.

❌ Cancellations

• Within 2 hours of ordering: instant cancellation, 100% refund including shipping.
• After 2 hours, before dispatch: full item refund (shipping not charged since not shipped).
• After dispatch: the order can no longer be cancelled — simply use the 14-day return process above.

🔗 Related policies

Shipping Policy • 1-Year Totot Warranty • Payment Methods