Refund policy

Return & Refund Policy

Last Updated: July 2026

Welcome to Dubai Mart. Customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully before placing an order.

Returns

We accept return requests within 7 days of receiving your order.

To be eligible for a return, the item must:

Be unused and in its original condition.
Be returned with all original packaging, accessories, manuals, and tags (if applicable).
Not show signs of damage caused by misuse or improper handling.

Products that do not meet these conditions may not qualify for a return.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

Personal care and hygiene products.
Opened or used earbuds, headphones, or wearable accessories.
Gift cards.
Downloadable digital products.
Clearance or final sale items.

Damaged or Incorrect Items

If you receive:

A damaged product
A defective item
The wrong product

Please notify us within 48 hours of delivery. We may request clear photos or videos of the product and packaging to verify the issue before processing a replacement or refund.

Refunds

Once your returned item has been received and inspected, you will be notified regarding the status of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your payment provider or bank.

Shipping charges are generally non-refundable unless the return is due to our error or a defective product.

Exchanges

We only replace items if they are:

Defective
Damaged during shipping
Incorrectly delivered

Replacement requests are subject to product availability.

Order Cancellation

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled. In such cases, customers must follow the standard return process after receiving the item.

Late or Missing Refunds

If you have not received your refund:

Check your bank account or payment method.
Contact your card issuer or bank, as processing times may vary.
Allow several business days for the refund to appear.

Return Shipping

Customers are responsible for return shipping costs unless:

The item received is defective.
The wrong item was delivered.
The product was damaged during transit.

We recommend using a trackable shipping service when returning items.

Cash on Delivery (COD) Orders

For Cash on Delivery purchases, approved refunds will be processed using an agreed refund method after the returned item has been inspected and approved.

Important Notes

Refunds are issued only after the returned product has been received and inspected.
Products returned without prior approval may not be accepted.
Dubai Mart reserves the right to refuse returns that do not comply with this policy.
This policy applies to all purchases made through the Dubai Mart online store serving customers across the United Arab Emirates.

Thank you for shopping with Dubai Mart. We appreciate your trust and are committed to providing a smooth and reliable shopping experience.