1. Eligibility Requirements for Returns and Exchanges

For an item to qualify for a return or exchange, it must satisfy the following criteria:

• The merchandise must have been acquired directly from UAE Water Delivery via our official digital storefront.
• The return or exchange request must be initiated within the designated return window, as detailed subsequently.
• The product must remain in its original, pristine state—unopened, unworn, unlaundered, and complete with all original tags, labels, and packaging materials.
• Proof of purchase, such as the original sales receipt or order confirmation, must accompany the items.
• In cases of faulty or damaged goods, customers are required to inform us immediately upon delivery and provide photographic proof of the defect or damage.
• Items designated for return must be packed securely to prevent any damage during shipment.

Items returned without meeting these stipulated conditions may be rejected or incur a restocking charge.

2. Permissible Periods for Returns and Exchanges

The window for requesting a return or exchange begins from the date the product is received by the customer. The applicable timeframes are:

• Standard Returns and Exchanges: Requests for standard returns or exchanges must be submitted within 14 calendar days following the receipt of the item.
• Defective or Damaged Merchandise: Any defects or damage must be reported within 7 calendar days from the date of delivery. Verification and resolution procedures will be expedited.
• Items Not Eligible for Return: Certain product categories are exempt from these timeframes and cannot be returned or exchanged (refer to Section 5 for details).

Failure to submit a return or exchange request within the specified periods will result in the forfeiture of the right to return or exchange the item.

3. Steps for Initiating a Return

To commence a return or exchange process, customers should adhere to the following steps:

1. Reach out to our Customer Support team via the communication channels provided on our website within the eligible timeframe, furnishing your order number and the reason for the return or exchange.
2. Our support personnel will review your request and, upon approval, furnish detailed instructions for the return shipment, including the authorized return delivery address.
3. Ensure the item is securely packaged and dispatched using a reputable courier service that offers tracking capabilities. Customers are advised to keep all shipment documentation.
4. Once the returned product is received and thoroughly inspected to confirm it meets the return criteria, the refund or exchange process will commence.

Customers are responsible for covering the expenses associated with return shipping, except when the return is necessitated by an error on the part of UAE Water Delivery (e.g., if an incorrect or faulty item was sent). In such specific circumstances, the return shipping fees will be refunded.

4. Options for Refunds and Exchanges

Refunds and exchanges will be processed without undue delay once we have verified that the returned item conforms to our return conditions. The following methods are available:

• Refunds: Reimbursements will be issued through the original method of payment. Depending on the banking institution, bank transfers or credit card refunds may take between 5 to 10 business days to reflect.
• Store Credit: In certain instances, customers may choose to receive store credit, which can be utilized for future purchases on the UAE Water Delivery platform.
• Exchanges: Approved exchanges will be fulfilled by dispatching the substitute product subsequent to the receipt and inspection of the initial item.
• Partial Refunds: These may be offered in situations where a product is returned with minor imperfections or missing components but is still accepted.

Kindly be aware that any shipping charges incurred during the original purchase are generally non-refundable, unless the return arises from an error attributable to our company.

5. Items Excluded from Return and Exchange Eligibility

Owing to the inherent characteristics of specific products or regional legal mandates, the following categories of items are designated as ineligible for return or exchange:

• Hygiene products or cosmetics that have been opened or utilized.
• Consumable items such as food, floral arrangements, or any products with a limited shelf life.
• Goods that have been custom-made, personalized, or produced specifically to order.
• Digital content, software licenses, and gift vouchers once they have been purchased and delivered.
• Products exhibiting damage resulting from customer misuse, improper handling, or neglect.
• Merchandise sold during promotional events or clearance sales, explicitly marked as a final sale.

We advise customers to thoroughly review product descriptions before finalizing their purchases to prevent any inconvenience concerning items that cannot be returned.

6. Data Privacy and Protection During Return Procedures

UAE Water Delivery is steadfast in its commitment to safeguarding your privacy and processing your personal data in strict adherence to the data protection regulations applicable within the Middle East region. In the context of return and exchange transactions, the ensuing provisions apply:

• The personal information gathered throughout the return process is strictly limited to what is essential for verifying the purchase, processing the request, and providing necessary customer assistance.
• Information such as your name, contact details, order identification, and payment method particulars will be processed solely for the purpose of completing the return, refund, or exchange.
• We will not disclose your personal information to third parties for promotional activities without obtaining your explicit permission.
• All collected data is stored securely and managed according to leading industry standards to prevent unauthorized access or improper use.
• You retain the right to access, correct, or request the erasure of your personal data, subject to any legal constraints and business requirements pertaining to transactional records.
• Should you have any questions or concerns regarding the privacy of your data in relation to returns, you are encouraged to contact our Data Protection Officer through the designated customer service channels.

7. Scope of Liability and Disclaimers

While we endeavor to provide outstanding products and ensure customer satisfaction, UAE Water Delivery disclaims responsibility for any delays or losses arising from circumstances beyond our reasonable influence, including but not limited to:

• Delays in shipment attributable to courier services or customs clearance procedures.
• Defects or malfunctions that emerge from the improper utilization of the product by the customer subsequent to its delivery.
• Return shipments that are lost or damaged during transit if customers fail to employ reliable, trackable delivery methods.
• Returns that are not authorized or do not adhere to the procedures stipulated within this policy.

Kindly ensure that all instructions pertaining to returns are meticulously followed to prevent any hold-ups in processing or the potential rejection of your return.

8. Revisions to the Return and Exchange Policy

UAE Water Delivery retains the prerogative to revise or amend this Return and Exchange Policy at any point, without prior notification. All modifications will become effective instantly upon their publication on our official web platform.

The most recent revision date is indicated by 2025-11-05. We advise customers to periodically consult this policy to stay apprised of any changes that could impact their entitlements and responsibilities.

9. Getting in Touch

Should you have any further inquiries, require clarification, or wish to commence a return or exchange, please reach out to the UAE Water Delivery Customer Support team via the specified communication channels accessible on our website. We are dedicated to providing you with prompt and expert assistance.