Return & Refund Policy
At DeliverIt UAE, we strive to provide a smooth and transparent shopping experience for both customers and sellers. Our return and refund policy ensures fairness, accountability, and efficiency while protecting the rights of all parties. Please review the policy carefully before making a purchase or start selling on Deliverit.
Eligibility & Timeframes
- Customers may request a return or refund within 15 days of receiving their order.
- Items must be unused, undamaged, and in their original packaging, including all accessories and manuals.
- The following items are non-returnable and non-refundable:
- Personal care and hygiene products (e.g., cosmetics, grooming tools).
- Perishable or consumable goods (e.g., food, beverages, supplements).
- Customized or personalized items.
Return & Replacement Process
- Initiate a Request:
- Customers must submit a refund or replacement request through their DeliverIt account and provide a reason along with supporting images of the product.
- Approval & Response Time:
- The seller has 48 hours to approve or dispute the request.
- If the seller does not respond within this timeframe, the request is automatically approved.
- Pickup & Return:
- Once approved, DeliverIt will arrange for item pickup from the customer’s location.
- Inspection & Resolution:
- The seller will inspect the returned item upon receipt.
- If the return is approved, the customer will receive a refund or replacement based on their request.
- Refunds are processed within 5-7 business days after return approval.
- Refunds are issued via the original payment method or an alternative method (subject to customer preference).
- If an item fails inspection (e.g., is used, damaged, or missing parts), the refund request may be denied.
- If a replacement is requested, the seller will ship a new product after the inspection is completed.
Return Fees & Responsibility
Return Reason | Who Pays? | Return Fee |
Defective, damaged, or incorrect item | Seller | 10-15 AED |
Change of mind (customer request) | Customer | 20-30 AED |
Replacement for defective item | Seller | 10-15 AED |
Delivery issue caused by DeliverIt | DeliverIt | 0 AED |
- Customers are responsible for return shipping costs for “Change of Mind” returns.
- Sellers are responsible for return shipping fees if the item is defective, damaged, or incorrect.
- DeliverIt will cover return shipping costs for delivery-related issues caused by its services.
Free Shipping & Impact on Returns
- Standard delivery fees range from 20-30 AED, which are separate from seller return fees.
- If DeliverIt offers free shipping promotions, sellers will still be charged only 10-15 AED per return.
- Return shipping fees will be clearly communicated upfront before processing the return.
Seller Protection & Dispute Resolution
- If a seller disputes a return or replacement, DeliverIt will review the evidence (e.g., photos, tracking data) and make a final decision.
- Sellers will NOT be charged for return shipping if a customer is found to have misused the return policy (e.g., returning used or damaged items as new).
- Sellers and customers are encouraged to communicate within the platform to resolve disputes efficiently.
Need Assistance?
For any questions or concerns, contact our customer support team at support@deliverit.ae.