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Returns Policy


General

In case you wish to return your order whether for a refund, replacement or exchange of certain Goods, you must submit to us a return request for the delivered Goods and return such Goods within fourteen (14) days of receiving your order of your ordered Goods.


You should be able to provide us with:

- Proof of purchase (order number, invoice, etc).

- The reason for return has to be valid and return acceptance conditions met (check out below).

- Refund method that you would like and the necessary information associated (bank account number, etc.).


Storeus and sellers have no liability for any damage caused by customers.


In case of manufacturer problems, customers may contact the local agency for a product if it is branded. If the product is not branded, Storeus' customer support will discuss the matter with the seller. Accepting or not accepting the returned product is subject to the decision of the accountable seller.


The refund amount is based on the actual amount spent for the particular product for which the return and refund is requested. If the product has been bought on a promotional/discounted price, the amount of the refund will match this particular price (at which the product has been purchased). The refund amount may or may not match the current price of the product if it has changed since the purchase due to a promotional campaign or event.


Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.


Once your product is retrieved we will perform a quality check.


If the quality check is successful, we will refund you according to your requested refund method.


Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.


We are charging a fee for return/replacement of a product which is 20 (twenty) AED for Dubai, Sharjah and Ajman and 25 (twenty five) AED for the rest of the Emirates in the UAE.


Conditions for Returns


Our conditions for returns are as follows:

In case of:

- You have received a wrong product;

- You have received a product that is not as described on the Site; or

- You have received a damaged product.


The product(s) can be returned, but they should be unused, in original unbroken packaging and includes all tags. 


In case you changed your mind, the product(s) can be returned only in certain conditions as specified in our Returns Policy.


You agree that the Seller will acknowledge and process the refund of the listed price of the ordered Goods you wish to return upon the Seller’s acceptance of such Goods and such refund shall exclude the shipping or delivery charges you paid for. In relation to any replacement/exchange, you will have to place a new order for delivery/collection.


You accept that the refund will be issued to you as follows:

- If paid by electronic means (i.e. credit or debit card), the refund shall be processed and reflected to the same card you used for payment.

- If paid by Cash on Delivery, the refund will be processed using a voucher or loyalty points in case the amount is 500 AED or below. If the amount is greater than 500 AED, the refund will be made through bank transfer.


Subject to our Returns Policy, you accept that your refund shall only be initiated once the Seller provides you a notification that the returned Goods are received and inspected. Accordingly, you agree that you will receive the refund pursuant to the below:

- Within a period of thirty (30) days from the date the Seller sends a notification approving the refund depending on your card’s bank policies if the payment is made by credit or credit card;


We are also unable to accept returns, replacement or exchange of Goods in the following categories:

- Underwear;

- Lingerie;

- Fragrances;

- Health & beauty (i.e. skincare, make-up & cosmetics, trimmers, shavers, etc.);

- Any other Goods which are personalized to your order;

- Goods that have been used or damaged by you or are not in the same condition as you received them;

- Any consumable Goods which has been used or installed;

- Goods with tampered or missing serial numbers;

- Goods that fall under specific categories, including food, beverages, household goods, digital books, swimwear, hosiery, underwear, socks, health, contact lenses, hygiene related and personal care products and certain baby products (e.g. tethers, diapers, hygiene tissues, feeding related products) music, video and video games;

- Any other categories, items or Goods that may be mentioned or classified in the listing as cannot be returned, replaced or exchanged on the Storeus Site and Mobile Application.


In all cases, you are entitled to return, replace or exchange your received Goods only in the following cases:

- You have received a wrong order/Goods;

- There was a defect or damage in the Goods upon delivery;

- You have received the Goods materially different from the description listed and/or provided on the Storeus Site and Mobile Application;

- You did not open or use the Goods;

- You received the Goods but they do not meet the agreed specification (i.e. wrong size, color, etc.) stipulated or listed on the Storeus Site and Mobile Application;

- Any other circumstances which may be prescribed on the Storeus Site and Mobile Application from time to time.


The return conditions by category are as follows:


Electronics, Mobile & Tablet:

- The product must be returned with the original packaging, sealed, and unopened.

- If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you unless there is a manufacturing defect.

- If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must be returned too.


Health and Beauty:

- Hair and personal care, vitamins-dietary supplements and sports nutrition products are not eligible for return.

- Beauty (Cosmetics, Skin Care, etc.), fragrances and Health products that are opened or used will not be accepted.


Fashion:

- Apparels such as underwear, lingerie, swimwear, bra, socks & tights are not eligible for return.

- Apparel products are eligible for return only if they are unused, unworn, unwashed, undamaged, with all their labels and tags completely intact, in original packaging.

- Footwear, eyewear, watches, bags & luggage must be returned in their original packaging with all tags completely intact.


Home & Decor, Kitchen Products:

- Furniture and large home appliances are not eligible for return.

- Home decor products are accepted for return only if the product is unopened, free from any damage and must be in the original packaging.

- Products that have been used, altered, assembled, or installed will not be accepted unless they are defective.


Bedding Products:

- Packages that have been opened (used or not) are not eligible for return/refund.

- Unwrapped bedding products will not be accepted for return.


Sports and Outdoor Products:

- Products eligible for return can be returned only if the product is not used and is in the original packaging.


Kids & Toys Products:

- Dressing up costumes are non-returnable

- Toys and Games that are used, activated or missing parts will not be accepted for return


Baby Products:

- Hygiene-related products, feeding & training accessories, diapers and accessories, bath care, and medical treatment products are not eligible for return.

- Baby products eligible for return must be returned with the original packaging, sealed, and unopened.


Automotive:

- The product must be returned with the original packaging, sealed, and unopened.

- If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you unless there is a manufacturing defect.

- If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must be returned too.


Books:

- Books that are eligible for return will only be accepted if unused, not torn, or damaged, and in their original condition.


Pet Supplies:

- Products that are eligible for a return, unused, and in the original packaging can be returned. It must be in the same condition as the customer received it.

- Grooming products are not eligible for return.

- Perishable goods such as food treats and supplements cannot be returned.


Stationery, Office Supplies:

- The item must be returned in its original condition, including all original packaging and materials (manuals, accessories, etc.)

- Any item which is used or damaged will not be accepted.


Reasons for Return


You may want to return your item due to any of the following reasons:


# 

Product Category 


Returnable if: 






Customer changed their mind

Wrong

Item

Defective

Item

Used /
 refurbished Item

Counterfeit

Item

1

Phones

If sealed/in good condition*

2

Tablets & Accessories

If sealed/in good condition*

3

Computing

If local and sealed/in good condition*

4

Games & Consoles

If local and sealed/in good condition*

5

Sport & Fitness

If local and sealed/in good condition*

6

Cameras & Accessories

If sealed/in good condition*

7

TVs, Audio and Video

If local and sealed/in good condition*

8

Automotive & Motorcycles

If local and sealed/in good condition*

9

Grocer's shop

10

Events & Tickets

11

Kids and Baby

If local and sealed/in good condition*

12

Books & Stationery

13

Beauty & perfumes

If local and sealed/in good condition*

14

Boys

If local and in good condition**

15

Girls

If local and in good condition**

16

Men's accessories

If in good condition**

17

Men's clothing

If in good condition**

18

Men's shoes

If local and in good condition**

19

Home

If local and sealed/in good condition*

20

Appliances

If local and sealed/in good condition*

21

Unisex's accessories

If in good condition**

22

Weddings

If local and in good condition**

23

Women's accessories

If in good condition**

24

Women's clothing

If local and in good condition**

25

Women's shoes

If local and in good condition**

- Whether the item needs to be sealed or in good condition depends on the product category (i.e. not interchangeable).


- Original packaging and with tag (not removed).


- Kindly note that personal items such as swimwear and underwear are non-returnable.


Frequently Asked Questions (F.A.Q.)

How to return a product? 

- Sign in to your account and Select My orders.

- Select the Order that has the product you would like to return

- Select the product and the return reason for the product, please make sure you select the most relevant reason

- After submitting the return, you will be asked to select the refund method.

- Review the return details and submit.


How much time do I have to return a product to Storeus.com? 

All items sold on Storeus.com, under certain conditions, can be returned within a period of 14 days from the delivery date.


How do I send my product to Storeus.com? 

After you submit your request, we will arrange a pick up at your doorstep. To know more about the return timelines, Please send them to wecare@storeus.com.


How do I track my return status?

We will keep you updated by email and SMS about the status of your return. If you have any questions please do not hesitate to call our customer service.


Is my product under warranty?

We advise you to check our warranty on the product Page. Each product has a different warranty duration.


I have received the wrong item or parts are missing. 

In case you receive the wrong item or parts are missing you can contact customer care and we will rectify it at the earliest.


Do I have to return all products in my order? 

No, you do not have to return your entire order. You can return certain product(s).


Can I return my items after the timeline to return has expired? 

Sorry, returns are not possible after the return period. You can reach our support team or Customer service team. If you experience issues after our return period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.


What should I do if I want to exchange a product and it is either sold out or not available? 

You will have to return your product, within the return period, and place a new order when it becomes available again. Please do not hesitate to contact our Customer Service Center.


Do I have to return the free gift when I return a product? 

Yes, any free gift must also be returned.


Do I have to pay shipping charges when I return a product? 

We are charging a fee for return/replacement of a product which is 20 (twenty) AED for Dubai, Sharjah and Ajman and 25 (twenty five) AED for the rest of the Emirates in the UAE.