Refund policy

Return and Refund Policy

Last updated: October 10, 2026

At XmartDubai, customer satisfaction is important to us. We aim to provide quality products and a smooth shopping experience. If you are not satisfied with your purchase, please review our return and refund policy below.

1. Return Eligibility

You may request a return within 14 days of receiving your order, subject to the following conditions:

The product must be unused, undamaged, and in its original condition.
The product must be returned with its original packaging, accessories, and tags, where applicable.
Proof of purchase, such as an order confirmation or receipt, must be provided.
Certain products may not be eligible for return due to hygiene, safety, or other applicable restrictions.

Products that have been used, damaged after delivery, or returned without their original components may not qualify for a return, except where required by applicable law.

2. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect product, contact us within 48 hours of delivery at our support email address.

Please include:

Your order number.
A description of the issue.
Clear photographs or videos showing the product and the issue.

We will review your request and, where appropriate, arrange a replacement, refund, or another suitable resolution in accordance with applicable law.

3. How to Request a Return

To request a return, contact our customer support team at:

Email: [Insert your customer support email]

Please provide your order number and the reason for the return. Our team will explain the return process and provide return instructions if your request is approved.

Please do not send products back before receiving return authorization and instructions.

4. Return Shipping Costs

For returns due to a change of mind or an incorrect purchase decision, the customer is responsible for return shipping costs unless otherwise stated or required by applicable law.

If an item is confirmed to be defective, damaged during delivery, or incorrectly supplied, XmartDubai will work with the customer to arrange an appropriate resolution, including return shipping where applicable.

Original shipping charges may be non-refundable where permitted by law.

5. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved:

Refunds will generally be issued to the original payment method.
Please allow 5–10 business days for us to process an approved refund.
Your bank or payment provider may require additional time to make the funds available.

The actual time required for a refund to appear in your account may vary depending on your payment provider.

6. Exchanges

If you need to exchange an item, please contact our support team. Exchanges are subject to product availability and approval.

Where an exchange is unavailable, an eligible refund may be offered instead.

7. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. We will try to cancel it before it is processed or shipped.

Once an order has been shipped, cancellation may no longer be possible. In that case, you may request a return in accordance with this policy and applicable law.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

Check your bank account or payment provider.
Contact your card issuer or bank to confirm whether the refund is pending.
If you still need assistance, contact our customer support team with your order number.

9. Legal Rights

This policy does not limit any consumer rights you may have under applicable laws. Where mandatory consumer protection laws provide additional rights, those rights will apply.