Shipping & Return Policy

Where we deliver

We deliver throughout the United Arab Emirates, and to the GCC states — Bahrain, Kuwait, Oman, Qatar and Saudi Arabia. We do not currently ship outside the GCC.

Domestic orders are carried by NasEX. GCC orders are carried by Emirates Post or DHL, depending on the destination. Every shipment can be tracked using your order number.

Processing and delivery times

• Order processing: 1–2 business days, excluding weekends and public holidays.
• Within the UAE: typically 1–2 days after dispatch.
• GCC destinations: approximately 7–10 business days.

Same-day delivery is not guaranteed and is offered only on selected items, where the product page says so. Large or heavy items may take longer; we will tell you when we confirm the order.

Delivery charges

The charge that applies to your basket is calculated at checkout and shown before you pay. Our standard tariff is:

Supplementary charges may apply to oversized items by category, weight or dimensions. Free delivery promotions, where offered, are applied automatically at checkout once the basket reaches the stated value. Cash on delivery is available within the UAE.

If an order is split across more than one shipment, each may appear as a separate entry on your card or bank statement.

Collection from a branch

You may choose to collect your order from either of our branches at no charge. We will contact you when it is ready; please bring the order number and matching photo identification.

Cancelling an order

You may cancel an order within 24 hours of placing it, provided it has not yet been dispatched. Contact us on WhatsApp or by email with your order number and we will confirm the cancellation and refund in writing.

You may also cancel, at any point before delivery, if:

• we are unable to fulfil the order;
• the order does not arrive within the timeframe we quoted; or
• an incorrect product has been sent.

Once an order has been dispatched it can no longer be cancelled — please use the return process below instead.

Returns

We accept returns of both faulty and non-faulty products within 7 days of the date you receive them, provided the item is unused, in its original condition and in its original packaging with all accessories and documentation.

You may return an item by post, at a drop-off point, or in person at either branch.

• Restocking fee: none.
• Return postage: paid by the customer, unless the item is faulty, was described incorrectly, or was not the item you ordered — in those cases we pay, and we will arrange collection.
• Return label: we will issue one on request; print it and attach it to the parcel.

For safety and legal reasons we cannot accept the return of a part that has been fitted, modified, cut, painted or otherwise altered, or of any item made to order.

Refunds

Once we receive and inspect the returned item, the refund is issued to the original method of payment within 14 days. Card refunds may take a further few working days to appear, depending on your bank. Where an order was paid in instalments through Tabby, the refund is processed back through Tabby and your remaining instalments are adjusted accordingly.

The original delivery charge is refunded in full when the return is our fault; where you have simply changed your mind, the delivery charge is not refunded.

Exchanges

If what arrived does not match what you ordered, we will exchange it at no cost to you. If the wrong item was ordered by mistake, we will still exchange it — the postage for the exchange is payable by the customer.

Damaged or missing shipments

Please check your parcel on delivery. If it arrives visibly damaged, or if part of the order is missing, contact us within 48 hours with photos of the packaging and contents so we can raise the claim with the carrier. We will replace or refund the affected items.

Warranty

Products are covered against manufacturing defects for the period stated on the product page or by the manufacturer. Warranty does not cover damage caused by accident, incorrect fitting, modification, or normal wear.