سياسة الاسترداد

REFUND & RETURN POLICY

 

At Arbanae, customer satisfaction is our top priority. We strive to provide high-quality products across the United Arab Emirates (UAE). If you are not completely satisfied with your purchase, our Return and Refund Policy outlines the terms and procedures to assist you.

1. Return Window

  • Items can be returned or exchanged within 7 days from the date of delivery.

  • To be eligible for a return, your item must be unused, unwashed, in its original packaging, and in the same condition that you received it, with all tags intact.

2. Non-Returnable Items

For hygiene, health, and safety reasons, the following categories cannot be returned once opened or used:

  • Personal care, massagers, hygiene products, and personal grooming items (unless delivered damaged or defective).

  • Items marked as "Final Sale" or promotional clearance items.

3. Damaged, Defective, or Incorrect Items

If you receive a defective, damaged, or wrong item, please report it to us within 24 to 48 hours of delivery:

  1. Contact our support team at arbanae.com@gmail.com.

  2. Provide your Order ID, a clear photo, and a short video highlighting the issue.

  3. Upon verification, we will arrange a free replacement or issue a full refund at no extra cost to you.

4. Return Process & Shipping Charges

  • Customer Discretion Returns: If you wish to return an item due to a change of mind, the customer will be responsible for the courier return shipping fee (typically AED 15 - AED 25, depending on the emirate).

  • Defective / Store Error: If the return is due to a damaged or incorrect product, Arbanae will cover all pickup and replacement delivery costs.

5. Refund Methods (For Cash on Delivery & Online Payments)

Once your returned package is received and inspected at our warehouse:

  • Cash on Delivery (COD) Orders: Refunds for COD orders will be processed via Bank Transfer or issued as Store Credit / Discount Voucher valid for future purchases, as per customer preference.

  • Online Payments (Card/Apple Pay): Refunds will be credited back to the original payment method used during checkout within 5 to 10 business days, depending on your bank's processing time.

6. Contact Us

To initiate a return or request assistance regarding an existing order:

  • Store Name: Arbanae

  • Support Email: arbanae.com@gmail.com

  • Operating Region: United Arab Emirates (UAE)