Return Policy

Return and Refund Policy

At CleanAir UAE LLC, we are dedicated to ensuring your satisfaction with every physical product purchased through cleanair-uae.com (the “Site”). This Return and Refund Policy details the terms under which you may return items or request refunds, adhering to transparency and the UAE Federal Law No. 15 of 2020 on Consumer Protection.

Eligibility for Refunds

To be eligible for a refund on physical products, the following conditions must be met:

Timeframe: You must notify us of your refund request within 30 calendar days from the date of delivery. Requests should be emailed to [email protected] with your order details.
Product Condition: Items must be unused, in their original packaging, and in the same condition as when delivered. Products that show signs of use, damage (beyond delivery-related issues), or missing components will not qualify.

Upon receiving your request, our team will:

Confirm the product’s condition and eligibility based on your submission (e.g., photos or return shipment).
Process your refund if all criteria are satisfied.

If more than 30 calendar days have passed since delivery or the product has been used or altered, it will not be eligible for a refund. We recommend inspecting your items upon receipt to ensure they meet your expectations.

Refund Approval Process

We assess refund requests individually, offering refunds at our discretion while aiming to accommodate customers whenever possible. The process is as follows:

Submission: Email [email protected] with your order number, delivery date, and reason for the refund request. Attach photos if applicable (e.g., for damaged items).
Evaluation: Our team will review your request against this policy and contact you if further information or return shipping is required.
Decision: You’ll receive an email confirming whether your refund is approved or declined, with an explanation of our reasoning.
Processing: Approved refunds will be issued within 5-10 business days, credited to your original payment method (e.g., credit card, bank transfer, or digital wallet). Processing times may depend on your bank or payment provider.

Conditions for Refund or Return Consideration

Refunds or returns may be offered in these scenarios:

Damaged or Defective Items: If your product arrives broken, faulty, or otherwise defective, notify us within 7 days of delivery with clear photographic evidence.
Incorrect Shipments: If you receive an item different from what you ordered (e.g., wrong size, color, or product), contact us within 7 days of receipt for a resolution.
Non-Delivery: If your order does not arrive within the estimated delivery window provided at checkout (excluding delays due to customs, weather, or force majeure), you may request a refund after we verify the issue with our shipping partners.
Quality Issues: If the physical product fails to meet reasonable quality standards (e.g., poor craftsmanship), we’ll investigate upon return and offer a refund or replacement if warranted.

Refunds for change-of-mind purchases are not guaranteed under UAE law unless the product is defective, but we may approve them at our discretion depending on the circumstances.

Customer Satisfaction Commitment

If you’re unhappy with your purchase—whether due to quality, fit, or other concerns—please email us at [email protected]. While refunds aren’t assured in all cases, we’ll work with you to find a solution, such as an exchange, store credit, or partial refund, where feasible.

Late or Missing Refunds

If your refund is approved but hasn’t appeared, please take these steps:

Review Your Account: Check your bank or payment method statement to ensure the refund hasn’t been credited.
Contact Your Provider: Reach out to your credit card company or bank, as processing can take 5-15 business days depending on their policies.
Follow Up with Us: If the refund still hasn’t arrived, email [email protected] with your order details. We’ll investigate and coordinate with our payment processor to resolve the delay.

Delays may occur during UAE public holidays (e.g., Eid Al Adha, UAE National Day) or due to international banking timelines. We’ll keep you updated throughout the process.

Shipping and Return Costs

Return Shipping: For physical products, you are responsible for return shipping costs unless the item is defective, damaged, or incorrect. In such cases, we’ll provide a prepaid shipping label or reimburse reasonable shipping fees upon receiving the returned item.
Original Shipping Fees: Initial shipping costs paid at checkout are non-refundable unless the return is due to our error (e.g., wrong item shipped).
Condition Requirements: Returned items must be unused, in original packaging, and include all accessories or documentation provided. We reserve the right to reject returns that do not meet these standards.

Please package items securely to prevent damage during transit, as we cannot process refunds for items damaged en route due to improper packing.

Additional UAE-Specific Provisions

Consumer Protections: Per UAE Federal Law No. 15 of 2020, you’re entitled to return defective or substandard goods within a reasonable timeframe for a refund, repair, or replacement at no extra cost. Our policy aligns with these rights.
Local Dispute Resolution: If you disagree with our refund decision, you may contact the UAE Department of Economic Development (DED) in your emirate (e.g., Dubai DED or Sharjah DED) for assistance or mediation, as per local regulations.
Payment Options: Refunds will match your original payment method. For cash-on-delivery purchases, we’ll process refunds via bank transfer—please provide a valid UAE bank account number and IBAN when requested.
Customs Delays: For international shipments entering the UAE, delays at customs may affect delivery timelines. We’ll assist in tracking but cannot refund shipping costs due to such delays unless the item is lost.

Exceptions and Exclusions

Sale Items: Products bought during promotions or at discounted rates may have limited refund eligibility, with specific terms noted at the time of purchase.
Customized Products: Items tailored to your specifications (e.g., engraved or bespoke goods) are non-refundable unless defective or not as ordered.
Hygiene-Sensitive Goods: Products like masks or filters, if unsealed, cannot be returned unless faulty, in line with UAE health and safety standards.
Third-Party Vendors: If an item is sold by a third-party through our Site, their return policy may apply, and we’ll facilitate communication with them.

Tracking Your Return

Once you ship your return, provide us with the tracking number via [email protected]. We’ll confirm receipt and update you on the refund status. Items lost in transit without proof of shipment are not eligible for refunds.

How to Contact Us

For returns, refunds, or any questions, email us at [email protected] with your full name, order number, and a detailed description of your request. Our team aims to reply within 48 hours, excluding UAE weekends (Friday-Saturday) and public holidays.

Policy Updates

We may update this Return and Refund Policy from time to time to reflect changes in our operations, customer needs, or UAE legal requirements. The latest version will be posted on this page, and your continued use of the Site indicates acceptance of any revisions.

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