1. Our Commitment
AL ARRAF is committed to providing customers with quality products and dependable service. We understand that there may be circumstances where a purchased product needs to be returned or where a refund or exchange is requested.
Our returns and refunds process is designed to be clear and fair while taking into account the nature of different product categories, product condition, warranty requirements, hygiene considerations, and applicable consumer protection laws in the United Arab Emirates.
Nothing in this policy is intended to remove or restrict any mandatory consumer rights available to customers under applicable UAE laws and regulations.
2. Eligibility for Returns
A product may be eligible for return, exchange, or refund depending on the reason for the return, the product category, its condition, and the applicable return period.
Where a return is accepted, customers may generally be required to provide:
- Proof of purchase, such as an order number, invoice, or receipt.
- The product in the condition required by the applicable return policy.
- Original packaging, where applicable.
- All included accessories, manuals, cables, cards, tags, or other components supplied with the product.
- Any additional information reasonably required to assess the return.
3. Return Period
Eligible return requests should be submitted within the return period communicated by AL ARRAF at the time of purchase or through the relevant product or order documentation.
Return periods may vary depending on the product category and reason for return. Some products may have specific return, exchange, warranty, or service conditions.
Customers are encouraged to contact AL ARRAF as soon as possible after receiving an order if there is an issue with the product.
4. Damaged or Incorrect Products
If your order arrives damaged, defective, incomplete, or different from the product you ordered, please contact AL ARRAF promptly after delivery.
To help us investigate the issue, we may request photographs or videos showing the condition of the product, packaging, shipping label, or relevant accessories.
Where the issue is verified and the product is eligible, AL ARRAF may offer an appropriate solution, which may include repair, replacement, exchange, store credit, or refund, depending on the circumstances and applicable rights.
5. Change of Mind
Returns requested because of a change of mind may be subject to additional conditions and may not be available for every product category.
Where a change-of-mind return is accepted, the product may need to be unused, unopened, undamaged, and in its original packaging with all included components.
Products that have been opened, activated, personalized, used, installed, or otherwise altered may not qualify for a change-of-mind return, subject to applicable consumer rights.
6. Mobile Phones, Laptops & Electronics
Due to the nature of electronic products, additional requirements may apply to mobile phones, laptops, tablets, accessories, and other technology products.
- The product may need to be returned with its original packaging and accessories.
- Products may be inspected or tested before a return, exchange, or refund is approved.
- Devices that have been activated, configured, registered, or personalized may be subject to specific return conditions.
- Customers should remove personal accounts, passwords, files, photos, and other personal information before returning a device, where possible.
- Any device-locking or account-security features should be removed before return.
- Damage resulting from misuse, accidents, unauthorized repairs, liquid exposure, modification, or improper handling may affect return or warranty eligibility.
7. Perfumes & Fragrance Products
Due to hygiene and product-integrity considerations, perfumes and fragrance products may be subject to specific return conditions.
Where permitted, fragrance products intended for return should generally remain unopened, unused, and in their original packaging.
Once a fragrance has been opened or used, it may not qualify for a change-of-mind return, subject to applicable consumer rights and any verified product defect.
This section applies to branded fragrances as well as AL ARRAF's own Al Swafi perfume collection.
8. Watches, Bags & Lifestyle Products
Watches, luxury bags, accessories, and other lifestyle products may be eligible for return where they meet the applicable return conditions.
Products should generally be returned in their original condition, including packaging, tags, protective materials, accessories, and documentation where applicable.
Products showing signs of use, damage, alteration, or wear beyond what is reasonably required to inspect the product may not qualify for a change-of-mind return, subject to applicable law.
9. Products That May Be Non-Returnable
Certain products may not be eligible for return or exchange, particularly where they have been opened, used, activated, personalized, or where health, hygiene, safety, or product-integrity considerations apply.
Examples may include:
- Opened or used fragrance products, where permitted by applicable law.
- Personalized or customized products.
- Products that have been activated or registered where return conditions no longer permit a change-of-mind return.
- Products damaged through misuse or improper handling.
- Products altered, modified, repaired, or opened by unauthorized persons.
- Products returned without required components where those components are necessary for resale or assessment.
This list is not exhaustive and may vary according to the product and applicable legal requirements.
10. Warranty Claims
A product that develops a fault may be handled under the applicable manufacturer, distributor, seller, or statutory warranty rather than the standard change-of-mind return process.
Depending on the product and nature of the issue, customers may be directed to an authorized service center, manufacturer, distributor, or AL ARRAF service team for inspection and assessment.
Warranty coverage may exclude damage caused by accidents, misuse, unauthorized modifications, liquid exposure, improper installation, normal wear and tear, or other exclusions specified by the applicable warranty.
11. How to Request a Return
To request a return, exchange, or refund, please contact AL ARRAF through the official customer service channels provided on our website.
Please provide:
- Your name and contact information.
- Order number, invoice number, or proof of purchase.
- The product name or item number.
- The reason for the return or refund request.
- Photographs or videos where the product is damaged or defective, if requested.
- Any other information reasonably required to process the request.
Please do not send a product back without first receiving return instructions from AL ARRAF where a return authorization is required.
12. Return Inspection
Returned products may be inspected before a refund, exchange, replacement, or other resolution is approved.
The inspection may consider the product's condition, packaging, accessories, serial numbers, identifying marks, activation status, signs of use, and the reason provided for the return.
If the returned product does not meet the applicable return conditions, we may contact the customer to explain the available options.
13. Refunds
Where a refund is approved, the refund will generally be processed using the original payment method where reasonably possible.
The time required for the refund to appear in the customer's account may depend on the payment provider, bank, card issuer, or other financial institution.
AL ARRAF is not responsible for delays caused solely by a customer's bank, card issuer, payment provider, or other third-party financial institution.
14. Partial Refunds
In certain circumstances, an approved resolution may result in a partial refund where permitted by the applicable return conditions and law.
This may apply where a product is returned with missing accessories, packaging, or components, or where its condition has materially changed, subject to applicable consumer rights.
15. Exchanges & Replacements
Where an exchange or replacement is approved, availability of the requested replacement product may be subject to current inventory.
If the same product is unavailable, AL ARRAF may, where appropriate, offer an alternative solution such as another available product, store credit, or an eligible refund.
16. Store Credit
Where store credit is offered or selected as an applicable resolution, it may be issued according to the terms communicated by AL ARRAF.
Store credit may be subject to validity periods, usage conditions, or restrictions communicated at the time it is issued.
17. Return Shipping
Responsibility for return shipping costs may depend on the reason for the return and the applicable return terms.
Where a product is confirmed to have been incorrectly supplied, materially damaged during delivery, or affected by a verified issue attributable to AL ARRAF, we may arrange or cover appropriate return shipping where applicable.
For other types of returns, including certain change-of-mind returns, the customer may be responsible for applicable return delivery costs.
18. Refund Processing Time
Once a refund has been approved, AL ARRAF will initiate the applicable refund process as soon as reasonably practicable.
The final time for funds to reach the customer may vary depending on the payment method and financial institution involved. Customers should allow additional processing time for banks or payment providers to complete the transaction.
19. Fraud Prevention & Verification
To protect our customers and business, AL ARRAF may conduct reasonable verification checks before approving certain returns or refunds.
We may request proof of purchase, identification, payment information, photographs, product serial numbers, or other reasonable information necessary to verify a transaction or prevent fraudulent activity.
20. Personal Information on Returned Devices
Customers returning mobile phones, laptops, tablets, or other electronic devices are responsible for backing up and removing their personal data before returning the product.
Where applicable, customers should sign out of personal accounts, disable device-tracking or security locks, remove passwords, and perform an appropriate factory reset before returning the device.
AL ARRAF is not responsible for personal data left on a returned device where the customer has failed to remove it before return.
21. Items Missing From an Order
If an order arrives with missing products, accessories, or components, please contact AL ARRAF promptly with your order information.
We may investigate the order and delivery records and, where the issue is verified, arrange an appropriate replacement, delivery, refund, or other resolution.
22. Orders Cancelled Before Dispatch
Customers wishing to cancel an order before it has been dispatched should contact AL ARRAF as soon as possible.
We will make reasonable efforts to accommodate cancellation requests, but cancellation may not be possible once an order has entered the fulfilment or delivery process.
23. Exceptions & Consumer Rights
Product categories may have different return and refund requirements. Certain restrictions may apply because of the nature of the product, hygiene considerations, activation status, personalization, or other legitimate reasons.
However, nothing in this policy is intended to exclude, restrict, or override rights that customers are entitled to under mandatory applicable UAE consumer protection laws and regulations.
24. Changes to This Policy
AL ARRAF may update this Returns & Refunds Policy from time to time to reflect changes in our products, services, business practices, or applicable legal requirements.
Any updated version will be published on this page. Customers are encouraged to review the policy before making a purchase or submitting a return request.
25. Contact Us
If you have a question about a return, refund, exchange, damaged item, warranty issue, or any other purchase-related matter, please contact the AL ARRAF customer service team through the official contact details provided on our website.
When contacting us about an order, please have your order number, invoice, or other proof of purchase available to help us process your request efficiently.