Refund & Returns Policy

Last Updated: 24 November 2025

1. Introduction

At IOFFER DOT AE FZE ("iOffer," "we," "us," or "our"), we want you to be completely satisfied with your purchase. This Refund and Returns Policy outlines the terms and conditions for returning products and requesting refunds.

Company Information:

  • Legal Name: IOFFER DOT AE FZE
  • License Number: 6650
  • License Type: E-Commerce License
  • Registration Authority: Sharjah Research Technology and Innovation Park Free Zone Authority (SRTI Park)
  • Contact Email: [email protected]
  • Contact Phone: +971 545 878 363
  • Website: ioffer.ae

Legal Compliance:

This Returns Policy is prepared in accordance with:

  • Federal Decree-Law No. 14 of 2023 on Modern Technology-based Trade
  • Federal Decree-Law No. 15 of 2020 on Consumer Protection
  • Cabinet Decision No. 66 of 2023 (Consumer Protection Executive Regulations)
  • UAE consumer rights legislation

Your statutory consumer rights under UAE law are not affected by this policy.

2. Return Eligibility and Timeframe

2.1 Return Window

  • You have 7 calendar days from the date of receipt to initiate a return
  • The return period begins when you or someone you designate receives the product
  • Returns requested after the 7-day period will not be accepted

2.2 Condition Requirements

To be eligible for return, items must meet ALL of the following conditions:

✓ Unopened and Unused:

  • Product must be in its original, unopened condition
  • Product must not show signs of use, wear, or damage caused by the customer
  • All original tags, labels, and stickers must be intact and attached

✓ Original Packaging:

  • Product must be returned in its original manufacturer packaging
  • All packaging materials (boxes, plastic wraps, foam inserts) must be included
  • Packaging must be undamaged and suitable for return shipping

✓ Complete Contents:

  • All accessories, manuals, warranty cards, and free gifts must be included
  • All components that came with the product must be returned

✓ Proof of Purchase:

  • Original invoice or order confirmation email
  • Order number for verification

2.3 Quality Control

We thoroughly inspect all products before dispatch. All items undergo quality checks to ensure they are in perfect condition before shipping to customers.

3. Non-Returnable Items

The following items CANNOT be returned or exchanged:

3.1 Products Without Warranty

Products explicitly listed as "No Warranty" on the product page are non-returnable unless:

  • The product arrives physically damaged
  • The product packaging is damaged upon receipt
  • There is a manufacturing defect evident immediately upon receipt

3.2 Used or Opened Products

Products that have been opened, used, or installed cannot be returned unless there is a defect or damage upon receipt

3.3 Hygiene and Personal Care Items (Non-Returnable Once Opened)

  • Hair care products (once opened)
  • Perfumes and fragrances (once opened)
  • Personal grooming devices (once used)
  • Any item that comes into contact with skin or hair

3.4 Clearance and Final Sale Items

Products marked as "Final Sale," "Clearance," or "Non-Returnable" cannot be returned

3.5 Digital Products

  • Gift cards
  • Downloadable products or digital codes (once activated)

3.6 Customized or Personalized Items

  • Made-to-order products
  • Customized or engraved items

4. Acceptable Reasons for Returns

4.1 Damaged or Defective Products

Physical Damage During Shipping:

  • Visible damage to the product upon receipt
  • Broken, cracked, or dented items
  • Missing parts or components

Damaged Packaging:

  • Severely damaged box or packaging that affects the product inside
  • Opened or tampered packaging (not caused by customer)

Defective Products:

  • Manufacturing defects
  • Product does not function as advertised
  • Product malfunction evident immediately upon receipt

4.2 Wrong Item Received

  • Received a different product than ordered
  • Incorrect size, color, or model
  • Missing items from order

4.3 Change of Mind (Subject to Conditions)

  • You may return unopened, unused items in original packaging within 7 days
  • Must meet all eligibility criteria in Section 2.2
  • Return shipping costs will be borne by the customer

5. How to Initiate a Return

Step 1: Contact Customer Support

Contact us within 7 days of receiving the product through any of the following channels:

  • Email: [email protected]
  • Phone: +971 545 878 363
  • WhatsApp: +971 545 878 363
  • Live Chat: Available on ioffer.ae
  • Support Hours: 9:00 AM - 11:00 PM UAE Time

Step 2: Provide Required Information

When contacting us, please provide:

  • Order number
  • Product name and SKU
  • Reason for return
  • Photos of the product (if damaged or defective)
  • Photos of packaging (if damaged)
  • Date of receipt

Step 3: Return Authorization

  • Our customer support team will review your request
  • If approved, you will receive a Return Authorization Number (RAN)
  • You will receive instructions for returning the product
  • Returns without a valid RAN will not be accepted

Step 4: Package the Product

  • Repack the product securely in its original packaging
  • Include all accessories, manuals, and components
  • Include a copy of your invoice or order confirmation
  • Clearly write the Return Authorization Number on the package

Step 5: Ship the Product

  • Ship the product to the address provided by our customer support team
  • Use a trackable shipping method
  • Keep the tracking number for your records

6. Return Shipping Costs

6.1 Customer Responsibility (Default)

In most cases, the customer is responsible for return shipping costs when:

  • Returning due to change of mind
  • Returning an item that is not defective or damaged
  • Personal preference or sizing issues

6.2 iOffer Responsibility

We will cover return shipping costs when the return is due to our error:

  • Product received is damaged or defective
  • Wrong item shipped
  • Product does not match description
  • Manufacturing defect covered by our quality guarantee

6.3 Arrangement

  • If we are responsible for return shipping, we will arrange pickup from your address at no cost to you
  • If you are responsible for return shipping, you must ship the item at your own expense

7. Inspection and Processing

7.1 Return Inspection Timeline

  • Once we receive the returned product, we will inspect it within 24 to 48 hours
  • We will evaluate the product condition and verify it meets return eligibility criteria
  • We will verify the reason for return matches the initial request

7.2 Inspection Criteria

Our quality team will check:

  • Product condition (unopened, unused, undamaged)
  • Completeness (all accessories and packaging included)
  • Authenticity and serial number verification
  • Functionality (if applicable to the return reason)

7.3 Investigation for Disputes

In cases of disputed returns (e.g., customer claims damage but product appears undamaged), we may:

  • Conduct a detailed investigation
  • Request additional evidence from the customer
  • Review courier delivery records and photos
  • Investigation may take up to 7 business days

8. Refund Process

8.1 Refund Eligibility

Refunds will be issued only if:

  • The returned product passes our inspection
  • The return meets all eligibility criteria
  • The return is approved by our customer service team

8.2 Refund Method

Original Payment Method:

  • Refunds will be processed to your original payment method
  • Credit/Debit Card: Refunded to the same card used for purchase
  • Tabby/Tamara: Refunded through the respective platform
  • Apple Pay/Google Pay: Refunded to the linked payment method

Cash on Delivery (COD) Orders:

  • For COD orders, refunds will be processed via bank transfer
  • You must provide valid bank account details (IBAN, account holder name, bank name)
  • We do not provide cash refunds in person

8.3 Refund Amount

  • You will receive a full refund of the product price
  • Original shipping charges are non-refundable (unless the return is due to our error)
  • Return shipping costs are deducted from the refund (if borne by customer)

8.4 Refund Initiation Timeline

  • Refund will be initiated within 48 hours after inspection approval
  • In complex cases requiring investigation, initiation may take up to 7 business days

8.5 Refund Receipt Timeline

After refund initiation, the time to receive funds depends on your payment method:

  • Credit/Debit Card: 5-10 business days (depends on your bank)
  • Tabby/Tamara: 3-7 business days
  • Bank Transfer (COD refunds): 2-5 business days
  • Apple Pay/Google Pay: 5-10 business days

Note: These timelines are approximate and may vary depending on your bank or payment provider.

8.6 No Store Credit

We do not offer store credit or gift vouchers as an alternative to refunds. All approved refunds are processed as monetary refunds.

9. Exchanges

9.1 Exchange Policy

  • We do not offer direct product exchanges
  • If you wish to exchange a product for a different size, color, or model:
    1. Return the original product following this policy
    2. Place a new order for the desired item

9.2 Price Differences

  • If the new item costs more, you will need to pay the difference
  • If the new item costs less, the difference will be refunded after the return is processed

10. Damaged or Defective Products Upon Receipt

10.1 Immediate Notification

If you receive a damaged or defective product:

  • Do not accept delivery if outer packaging is severely damaged
  • Inspect the product immediately upon delivery
  • Contact us within 24 hours of receipt for fastest resolution
  • Provide clear photos of the damage or defect

10.2 Evidence Required

To process claims for damaged or defective products, please provide:

  • Photos of the damaged product (multiple angles)
  • Photos of the damaged packaging (all sides)
  • Photos of shipping label and box
  • Video of unboxing (if possible, highly recommended)
  • Order number and delivery receipt

10.3 Quick Resolution

For damaged or defective products upon receipt:

  • We will expedite the return and refund process
  • We will cover all return shipping costs
  • Refunds will be prioritized and processed faster
  • We may offer a replacement product if available

11. Partial Returns

11.1 Multi-Item Orders

  • If you ordered multiple items, you may return individual items
  • Each item will be evaluated separately according to this policy
  • Partial refunds will be issued for approved returned items

11.2 Bundle or Set Products

  • Products sold as a set or bundle must be returned complete
  • We do not accept partial returns of bundles
  • All items in the set must meet return eligibility criteria

12. Cancellation Before Shipment

12.1 Order Cancellation

  • You may cancel your order before it is shipped at no cost
  • Contact customer support immediately with your order number
  • Cancellation requests after shipment will be treated as returns (subject to this policy)

12.2 Cancellation Refund

  • Full refund including shipping charges (if paid)
  • Refund will be processed within 24-48 hours
  • Refund receipt timeline depends on payment method

13. Refused or Undelivered Packages

13.1 Customer Refusal

If you refuse delivery at the time of shipment:

  • Original shipping charges will be deducted from refund
  • Return shipping charges will be deducted from refund
  • Remaining amount will be refunded to your original payment method

13.2 Undeliverable Packages

If the package cannot be delivered due to incorrect address, unavailability, or customer unresponsiveness:

  • We will attempt to contact you for redelivery
  • If the package is returned to us, return shipping costs will be deducted from refund
  • You may request reshipment (additional shipping charges apply)

14. Exceptions and Special Cases

14.1 Manufacturing Warranty Items

  • Products covered by manufacturer warranty should be handled through our Warranty Policy
  • If a product develops a defect after 7 days, refer to our Warranty Policy instead of this Returns Policy

14.2 Flash Sale and Promotional Items

  • Items purchased during flash sales or promotions are subject to the same return policy
  • However, if the promotional price is limited-time, the refund amount will be based on the price you paid

14.3 Coupon Code Orders

  • If you used a coupon code, the refund will be for the discounted amount you paid
  • Coupon codes are not refunded separately and cannot be reused

15. Fraudulent Returns

15.1 Anti-Fraud Measures

We reserve the right to refuse returns or issue refunds if we detect:

  • Fraudulent or abusive return patterns
  • Returning used or damaged products claiming they were received damaged
  • Returning counterfeit or different products
  • Excessive return rates that indicate abuse

15.2 Consequences

  • Suspected fraudulent returns will be investigated
  • Refunds may be delayed or denied for fraudulent claims
  • We may suspend or terminate accounts engaged in return abuse
  • We reserve the right to pursue legal action for fraud

16. Customer Responsibilities

You are responsible for:

  • Inspecting products immediately upon receipt
  • Reporting damages or defects within the return window
  • Packaging products securely for return shipping
  • Providing accurate information for returns and refunds
  • Bearing return shipping costs (when applicable)
  • Ensuring products meet return eligibility criteria

17. Our Commitment

We are committed to:

  • Thoroughly inspecting all products before shipment
  • Providing transparent and fair return evaluations
  • Processing refunds promptly once approved
  • Communicating clearly throughout the return process
  • Resolving issues fairly and professionally

18. Dispute Resolution

18.1 Internal Resolution

If you disagree with a return decision:

  • Contact our customer support team to discuss
  • Provide additional evidence if available
  • Request a review by a supervisor
  • We will work with you to find a fair resolution

18.2 Escalation

If you remain unsatisfied:

  • You may file a formal complaint at [email protected]
  • Our management team will review your case
  • We aim to resolve all disputes within 7 business days

18.3 Legal Recourse

As per our Terms and Conditions, disputes are subject to UAE laws and the jurisdiction of Sharjah courts.

19. Contact Us for Returns

For return requests, questions, or assistance:

IOFFER DOT AE FZE

  • Email: [email protected]
  • Phone: +971 545 878 363
  • WhatsApp: +971 545 878 363
  • Live Chat: ioffer.ae
  • Support Hours: 9:00 AM - 11:00 PM UAE Time
  • Response Time: Within 12 hours

When contacting us, please have your order number ready and be prepared to provide details about the return.

20. Policy Updates

We may update this Refund and Returns Policy from time to time. Changes will be posted on our website and app with an updated "Last Updated" date. Continued use of our Platform after changes constitutes acceptance of the updated policy.

We value your satisfaction and are here to help make your return experience as smooth as possible. Thank you for shopping with iOffer!

© 2025 IOFFER DOT AE FZE. All rights reserved.