RETURN & REFUND POLICY

Engage Distribution LLC
Effective Date: 01/02/2026

1. Scope

This Return & Refund Policy applies to all purchases made through www.engagestores.ae within the United Arab Emirates.

2. Cancellation Before Dispatch

Customers may request order cancellation before the order is dispatched.

  • If payment is completed, a full refund will be processed to the original payment method.
  • Once the order is dispatched, cancellation is no longer possible, and the return process must be followed.

Cancellation requests must be submitted immediately via:
support@engagestores.ae
WhatsApp: +971 50 210 4987

3. Return Eligibility

Returns are accepted in accordance with UAE Consumer Protection regulations.

To qualify for return:

  • Product must be unused
  • Product must be in original packaging
  • All accessories, manuals, and components must be included
  • Serial numbers must match our records
  • Return request must be submitted within 15 days of delivery
  • Collection and inspection may require an additional one (1) business day
  • Return processing timelines may be extended due to handling requirements

We reserve the right to reject returns that do not meet these conditions.

4. Non-Returnable Items

The following items are non-returnable unless defective:

  • Opened electronics with broken seals
  • Products with tampered or removed serial numbers
  • Physically damaged items caused by misuse
  • Special order or clearance items

5. Inspection & Approval

All returned products will undergo inspection.

If approved:

  • Refund will be processed to the original payment method.

If rejected:

  • Product will be returned to the customer at their cost.

6. Refund Processing

Refund timelines depend on the payment provider:

  • Card payments (Stripe): 5–14 business days
  • Tabby / Tamara: Subject to provider processing timelines

Shipping charges (AED 30) are non-refundable unless the return is due to our error or defective product.

For bulky items, refund processing may require an additional one (1) business day due to inspection and logistics coordination.

7. Exchanges

We do not offer direct exchanges.

Exchange process is:

  1. Return the product
  2. Place a new order

8. Defective or Wrong Items

If you receive:

  • A defective product
  • A damaged product upon delivery
  • An incorrect item

You must notify us within 48 hours of delivery.

We may request photos or inspection evidence.

If confirmed:

  • Replacement or full refund will be provided.

9. Warranty Claims

Products covered under manufacturer warranty must follow the warranty claim process.

Warranty does not cover:

  • Accidental damage
  • Liquid damage
  • Improper installation
  • Unauthorized repair

10. Return Shipping

  • If the return is due to customer preference, return shipping cost is borne by the customer.
  • If the return is due to defect or our error, we cover shipping costs.