Refund Policy
At Abu Dhabi Store.com, we strive to ensure your complete satisfaction with every purchase. Our return policy is designed to be fair and transparent, providing you with peace of mind when shopping with us.
15-Day Return Period
We offer a generous 15-day return period from when your product is delivered. This return period applies to most products, excluding grocery items. (Please see below for more details on our limited return policy for grocery items.)
Limited and Conditional 7-Day Return Policy for Grocery Items
For specific grocery items, we have a limited 7-day return policy. This applies only if you have received a wrong or damaged product. The eligible product types include:
● Food and Beverages
● Household goods
● Personal Care, Beauty, and Health products
Certain products are non-returnable unless they are damaged or incorrect. These include:
● Items categorized as hazardous materials or containing flammable liquids or gasses are not eligible for return due to safety concerns.
● Products that exhibit signs of use, damage, or deviation from their original state are exempt from our return policy.
● Consumable products that have been utilized or installed cannot be returned, ensuring the integrity and safety of our inventory.
● Products lacking intact serial numbers or tags, or those that have been tampered with, are ineligible for return to maintain transparency and authenticity in our offerings.
● Specific categories include food and beverages, household goods, digital books and software, swimwear, hosiery and socks, underwear and lingerie, beauty and health products, contact lenses, hygiene-related and personal care products, certain baby products, music, video media, video games, music albums, books, beauty and fragrances, and any product with an indicated no-return policy.
You can submit a return request for a product that does not fall under the abovementioned non-returnable list. Valid reasons for return include:
● Receipt of the wrong product
● Receipt of a product that does not match the description on the site
● Receipt of a damaged product
● Receipt of a counterfeit product
Return Request Submission
To initiate a return request, log in to your customer account and navigate to your order details under your dashboard. You'll find a "Return" button next to each eligible product.
Return Process
Step 1: Submit Your Return Request
Initiate your return request by visiting the order details page in your customer dashboard.
Step 2: Initial Merchant Decision
Your return request will be electronically reviewed by the merchant from whom you purchased the item. If your request is rejected, you can ask the merchant to reconsider or file a dispute with Abu Dhabi Store.com for intervention. If approved, the return will proceed to the next step.
Step 3: Product Collection
Our courier will contact you to schedule a convenient time to pick up the product from your location and deliver it back to the original merchant.
Step 4: Merchant Final Review and Decision
The merchant will physically inspect the returned item. If your return request is rejected, you can ask the merchant for reconsideration or raise a dispute with Abu Dhabi Store.com for intervention. If approved, you will be notified via email.
Refund Process
● Refund to Card: The refund will be credited to your credit card if you paid for your order by card.
● Refund to Wallet: If you paid for your order by Cash on Delivery (COD), the refund will be credited to your Abu Dhabi Store.com wallet, which you can use for future purchases on our platform.
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