Refund and exchange policy

This policy provides clear return and exchange rules tailored to consumable products, reducing disputes and ensuring a smooth post‑purchase experience.

• Return window: returns or exchanges are accepted within 14 days of delivery for eligible items, with proof of purchase (order confirmation or receipt).
  
  
• Condition: for change‑of‑mind returns, items must be unused, unopened, and in their original packaging to be eligible. For safety and hygiene, opened consumables are not returnable unless defective or not as described.
  
  
• Non‑returnable items: opened consumables, gift cards, final‑sale items, and customized bundles are not eligible for return unless defective.
  
  
• Defective or not as described: if an item is defective, damaged on arrival, or not as described, contact us within 48 hours of discovery with photos and any batch/expiry details; after assessment, we will arrange a repair, replacement, or refund.
  
  
• Refund method and timing: approved refunds are issued to the original payment method. Processing time depends on your bank or payment gateway and may take 5–10 business days after we approve the refund.
  
  
• Return shipping costs: for change‑of‑mind returns, customers cover return shipping; for defective, damaged, or incorrect items received, we cover return and replacement shipping.
  
  
• Partial refunds/restocking: if packaging is damaged but goods are unused and resalable, a partial refund or a restocking fee of up to 10% may apply.
  
  
• How to start a return: submit a request via the Contact Us page with your order number, reason, and photos; we will issue an RMA and return instructions. Unauthorized returns may be refused.
  
  
• Rights notice: nothing in this policy limits your statutory consumer rights under applicable UAE regulations.