Refund and Returns Policy

Last updated: 12 October 2026.

This policy covers faulty, damaged and wrong products, and what to do if something is not right with your order. Please read it together with our Delivery & Age Policy and Terms & Conditions.

The 24-hour rule

If there is a product-related problem that comes from us, you need to report it within 24 hours of delivery to qualify for a replacement. Reports made after 24 hours may not be accepted.

What counts as a problem that comes from us

  • A product that is faulty and does not work as it should
  • A product that arrived damaged
  • A different product from the one you ordered
  • An item missing from your order
  • A product that fails a brand authenticity check (see our Authenticity Guarantee)

How to report it

  1. Stop using the product. Keep it, the packaging and any security label.
  2. Take clear photos or a short video that show the problem, the box and the label or code.
  3. Contact us within 24 hours of delivery by phone or WhatsApp on +971 54 286 3348, or through our contact page. Give your order number.
  4. We will check your report and tell you what happens next.

What you get

Where we confirm that the problem comes from us and you reported it on time, we will arrange a replacement and tell you when to expect it. If we cannot replace the item, we will tell you what we can offer instead.

What we cannot accept

  • Reports made more than 24 hours after delivery
  • Opened or used products, unless the problem is one of those listed above
  • Damage caused after delivery by misuse, heat, water or dropping the device
  • Products we did not supply
  • Orders refused at the door because age could not be verified

For any other request, such as an unopened product you no longer want, contact us. We look at these one by one and cannot promise to accept them.

Cash on delivery

Orders are paid in cash on delivery, so there is no card payment to reverse. Any settlement other than a replacement will be arranged with you directly.

Contact

Call or message us on +971 54 286 3348 (phone and WhatsApp), or use our contact page. Please include your order number.