Return And Refund Policy

At Executive Mart, customer satisfaction is important to us. We aim to provide a smooth, convenient, and reliable shopping experience for customers across the United Arab Emirates (UAE).

This Return & Refund Policy explains the conditions and procedures for returns, refunds, replacements, and order cancellations for purchases made through our online store.

1. Return Eligibility

Customers may request a return for eligible products within 7 days of delivery, subject to the product's condition, the applicable return terms, and UAE consumer protection laws.

For eligible change-of-mind returns, products should generally be:

  • Unused and in their original condition.

  • Returned with original packaging, tags, accessories, and included items, where applicable.

  • Accompanied by valid proof of purchase or order details.

  • Returned within the applicable return period.

Certain products may have specific return conditions because of their nature, hygiene requirements, personalisation, or other legally recognised restrictions.

Nothing in this policy limits any mandatory rights available to customers under applicable UAE law.

2. Damaged, Defective, or Incorrect Products

If a product arrives damaged, defective, incomplete, or different from the item ordered, customers may be eligible for a replacement, repair, refund, or another appropriate remedy in accordance with applicable law.

To help resolve the issue efficiently, customers should retain the product and its packaging and provide relevant evidence of the issue where reasonably possible.

Each case will be assessed fairly, taking into account the circumstances and the customer's rights under applicable law.

3. Return Procedure

Customers requesting a return should follow these steps:

Step 1: Prepare the Product

Ensure the product is securely packaged and includes its original packaging, accessories, and other supplied items, where applicable.

Step 2: Submit a Return Request

Provide the relevant order details and the reason for the return through the store's designated customer support channel.

Step 3: Follow Return Instructions

Wait for the return instructions before shipping or handing over the product. This helps ensure the item is sent to the correct return destination.

Step 4: Product Assessment

Once the returned product is received, its condition and eligibility will be assessed. An appropriate resolution will be provided in accordance with this policy and applicable UAE law.

4. Refund Policy

Approved refunds will generally be issued to the original payment method wherever possible.

  • Online Payments: Refunds will be processed through the original payment method, subject to payment provider procedures.

  • Cash on Delivery (COD): An appropriate refund method will be arranged where a refund is approved.

  • Refund Processing: We aim to initiate approved refunds within 5–10 business days, where practicable. The time required for funds to appear may vary depending on the bank or payment provider.

The refund amount and treatment of delivery charges will depend on the reason for the return and applicable law.

Where a specific refund deadline or remedy is required by law, the applicable legal requirements will take precedence over the estimated processing times stated in this policy.

5. Return Shipping Costs

For eligible change-of-mind returns, customers may be responsible for return shipping costs where permitted by applicable law and where the relevant terms have been communicated appropriately.

If a product is defective, damaged, incorrectly supplied, or otherwise qualifies for a legal remedy, return shipping costs will be handled in accordance with applicable UAE law.

Any applicable shipping charges will be communicated as clearly as reasonably possible before the return is arranged.

6. Exchanges and Replacements

Customers may request an exchange or replacement for eligible products, subject to availability and applicable return conditions.

If a product is defective, damaged, or incorrectly supplied, an appropriate remedy will be provided in accordance with applicable law.

If a replacement is unavailable, alternative options, including a refund where applicable, will be considered.

7. Order Cancellations

Customers who wish to cancel an order should submit their cancellation request as soon as possible.

Orders that have not yet been processed or dispatched may be eligible for cancellation.

Once an order has been dispatched, cancellation may no longer be possible, and the applicable return procedure may need to be followed.

This section does not affect any cancellation, withdrawal, or refund rights provided under applicable UAE law.

8. Non-Returnable Products

Certain products may be excluded from change-of-mind returns where permitted by applicable law. These may include:

  • Personalised or custom-made products.

  • Perishable goods or products with a limited shelf life.

  • Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed, where the relevant legal exception applies.

  • Digital products or other products that are legally exempt from change-of-mind returns, where applicable.

These exclusions do not remove any applicable legal rights relating to defective, damaged, incorrectly supplied, or non-conforming products.

9. Late or Missing Refunds

If an approved refund has not appeared in the customer's account within the expected timeframe, the customer should first check with their bank, card issuer, or payment provider to determine whether the refund is still being processed.

Refund processing times may vary depending on the payment method and financial institution.

If the refund remains outstanding, the matter will be reviewed through the store's designated customer support process.

10. Policy Updates

Executive Mart reserves the right to update this Return & Refund Policy when necessary to reflect changes in business operations, products, payment procedures, or applicable legal requirements.

Any updated version will be published on this page with a revised update date where appropriate.

The version applicable to a particular order will be interpreted consistently with any mandatory consumer rights and legal requirements that apply to that transaction.

11. Compliance with UAE Law

Executive Mart aims to handle return, refund, replacement, and cancellation requests fairly and transparently.

This policy is intended for customers shopping through our online store in the United Arab Emirates.

Nothing in this policy is intended to exclude, restrict, or override any consumer rights that cannot legally be excluded under applicable UAE law. Where this policy conflicts with a mandatory legal requirement, the applicable law will prevail.

Thank you for choosing Executive Mart.

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