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 — the store bears all costs: FREE pickup + 100% refund (including the original delivery fee), or a replacement: a manufacturing defect or fault (confirmed after our inspection), the wrong item was delivered, it is not as described, it is counterfeit, it arrived damaged (reported within 48 hours of delivery with a photo), or your order never arrived. We arrange the courier collection from your address at no cost to you.
• Change of mind — within 14 days of delivery (no defect, no damage — this also applies if you refuse the delivery, or receive the parcel and ask to return it without opening it): the item must be unused and in its original packaging with all tags, accessories and free gifts. The customer bears the return shipping cost (drop the parcel off yourself, or request a paid pickup whose cost is deducted from your refund). We also deduct the original delivery cost — even if your order shipped free (300 AED or more), because we paid the courier for it — and, if you paid by card, Tabby or Tamara, the payment-gateway fee charged on your order. Cash on delivery: there is no gateway fee, so only the delivery cost is deducted. The rest is refunded once the item reaches us and passes inspection. We tell you the exact amount before you confirm the return. Payment-gateway fee = the fee Stripe (cards), Tabby or Tamara charges on your order. Gateways keep it even when a payment is refunded, so we deduct it at cost — no markup — and show it in your refund breakdown.

🚫 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 faulty, wrong or damaged items, attach 1 clear photo.
2. Collection: if it is our fault, we arrange a FREE Aramex pickup from your address. For change-of-mind returns, we send you an Aramex return label — drop the parcel at any Aramex point, or request a paid 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 the return is approved. 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: full refund of everything you paid, including the delivery fee — minus only the payment-gateway fee if you paid by card, Tabby or Tamara (the gateway keeps it even when a payment is refunded). Cash-on-delivery orders are cancelled at no cost.
• After 2 hours, before the order is shipped: the same terms — full refund minus the payment-gateway fee for card, Tabby or Tamara payments; cash-on-delivery orders are cancelled at no cost.
• After shipping: the order can no longer be cancelled — it is treated as a return under the rules above (refusing the delivery counts as a change-of-mind return).

🔗 Related policies

Shipping Policy • 1-Year Totot Warranty • Payment Methods