RETURNS & REFUND POLICY

At Al Weena, customer satisfaction is our priority. We are committed to providing quality products and a transparent, hassle-free return experience. We strive to ensure that every product delivered meets our quality standards. If you receive a damaged, defective, or incorrect item, we will gladly assist you with a replacement, refund, or store credit in accordance with the policy outlined below.

1. Easy Returns

Customers may request a return within 48 hours of receiving their order.

2. Eligibility for Returns & Refunds

Returns, replacements, or refunds may be accepted under the following circumstances:

• The item received is damaged during transit.
• The item received is defective or has a manufacturing fault.
• The item delivered differs from the product ordered.

To be eligible for a return:

• The product must be unused, unopened, and in its original condition.
• The item must be returned in its original packaging, including all labels and accessories.
• A valid invoice, proof of purchase, or order confirmation is required.
• The customer must provide a reason for the return request.
• The return request must be submitted within 48 hours of receiving the order.

Please note that returns or refunds are not accepted for:

• Change-of-mind purchases.
• Incorrect product selection by the customer.
• Products that have been opened, used, altered, or damaged after delivery.
• Products returned without original packaging.
• Products returned without proof of purchase.

3. Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:

• Customized or special-order products.
• Personalized items.
• Opened or used products.
• Clearance, sale, or promotional items.
• Gift cards or gift vouchers.
• Products without original packaging.
• Products without proof of purchase.
• Used, damaged, or altered items after delivery.

4. How to Report a Damaged, Defective, or Incorrect Item

If you receive a damaged, defective, or incorrect product:

1. Contact our customer support team within 48 hours of delivery.
2. Provide your order number and details of the issue.
3. Submit clear photographs showing:
   • The product received.
   • The packaging.
   • Any visible damage, defect, or discrepancy.

Our team will review your request and determine the appropriate resolution.

5. Return Process

• Submit a return request within 48 hours of delivery.
• Our support team will review the request and provide return instructions.
• Once the returned product is received and inspected, the return status will be confirmed.
• Returns are subject to inspection and approval.

6. Replacement Process

Where applicable, Al Weena may offer a replacement for damaged, defective, or incorrect items.

Replacement products will be dispatched once the claim has been reviewed and approved. Depending on the situation, we may request the return of the original product before processing a replacement.

7. Refund Process

Once the returned item is received and inspected, customers will be notified regarding the approval status.

If a refund is approved:

• The refund will be processed through the original payment method used during purchase.
• Refund processing times may vary depending on your bank, card issuer, or payment provider.
• Orders with a purchase value below AED 100 are not eligible for cash refunds. Instead, customers will receive a store voucher that can be used for future purchases on Al Weena.
• Shipping and delivery charges are non-refundable unless the return is due to our error, a defective product, a damaged item, or an incorrect delivery.
• In certain cases, Al Weena may offer a replacement or store credit instead of a refund where appropriate.

8. Inspection Upon Delivery

We encourage customers to inspect their orders immediately upon delivery and report any visible damage, defects, or discrepancies as soon as possible.

Failure to report issues within the specified timeframe may affect eligibility for a return, replacement, or refund.

9. Cancellation Policy

Orders may be cancelled before they are processed or shipped.

Once an order has been dispatched, it may no longer be eligible for cancellation and will be subject to this Returns & Refund Policy.

10. Terms & Conditions

• Al Weena reserves the right to reject any return request that does not meet the conditions outlined in this policy.
• Refunds, replacements, and returns are subject to inspection and approval.
• Refund eligibility is determined after the returned item has been received and verified.
• By placing an order on our website, customers agree to this Returns & Refund Policy.

11. Contact Us

For assistance regarding returns, replacements, cancellations, or refunds, please contact our customer support team through our website contact page or official customer service channels.

Al Weena
Customer Support Team
📞 Contact Number: +971 52 942 9779

We are committed to providing you with the best possible shopping experience and will do our best to resolve any concerns promptly.