Sma Dubai
Exchange and Refund Policy
At Sma Dubai, your satisfaction is our top priority. This policy outlines the procedures and terms governing product returns and exchanges to ensure a smooth and satisfactory shopping experience. Please read this policy carefully before making a purchase.
1. General Terms for Returns and Exchanges
- Requests for returns or exchanges must be made within 7 days of receiving the product.
- The product must be in its original condition, unused, unopened, and returned with all original labels, tags, and packaging intact.
- Proof of purchase (such as the invoice or order number) is required to process any return or exchange request.
- Products that have been used or opened—particularly cosmetics, soaps, coffee products, and frankincense, where opening may affect hygiene or product quality—are not eligible for return or exchange unless they are found to have a manufacturing defect or were damaged upon delivery.
- All returned products must be securely packaged to prevent damage during transit.
2. Return Process
To initiate a return, please contact our Customer Support team using the contact information provided on our website.
You will be asked to provide your order number, a description of the product you wish to return, and the reason for the return. In some cases, we may request photos of the product.
Once your return request has been reviewed and approved, we will arrange for the returned product to be collected or provide you with instructions on how to return it.
Once the returned product has been received and inspected to ensure it meets the applicable return conditions, your refund will be processed in accordance with the Refund Policy outlined below.
3. Refund Policy
- After we receive and inspect the returned product, you will be notified of the status of your refund request.
- If your return is approved, your refund will be processed to the original payment method within 7–14 business days, depending on your bank’s processing policies.
- If you have not received your refund after the stated processing period, please contact your bank first. If the issue persists, please get in touch with our Customer Support team for further assistance.
- Original shipping charges are non-refundable, except in cases where the product is damaged, defective, or incorrect upon delivery.
4. Exchange Policy
We offer product exchanges for items of the same value or higher value (with payment of the price difference) within 7 days of receipt, provided that the general return and exchange conditions are met.
The exchange process is subject to product availability in stock. Please contact our Customer Support team to arrange the exchange.
5. Shipping Costs for Returns/Exchanges
- The customer is responsible for return or exchange shipping costs if the reason is a change of mind or no longer wanting the product.
- Sma Dubai will cover the return or exchange shipping costs if the product is damaged, defective, or if an incorrect item was sent.
6. Damaged or Defective Products
If you receive a damaged or defective product, please contact us immediately within 24 hours of receiving your order and provide us with photos and videos showing the damage.
We will review the case and arrange a product replacement or issue a full refund, including the original shipping charges, after verifying the defect or damage.
7. Contact Information
For any inquiries or requests regarding our Exchange and Return Policy, please contact our Customer Support team through the available channels on our website.
8. Governing Law
This Shipping Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates. Any dispute arising out of or relating to this Shipping Policy shall be subject to the exclusive jurisdiction of the courts of the United Arab Emirates.
