Refund policy

Thank you for shopping with Alaqsar. If you are not satisfied with your order, this policy explains how returns, replacements and refunds work.

1. Returns (Change of Mind)
Unused items in their original, unopened packaging can be returned within 7 days of delivery. To be eligible, items must be:

unused, unopened and in resalable condition
in original packaging, with labels and seals intact
accompanied by your order number or invoice

2. Items That Cannot Be Returned
For hygiene and safety reasons, and because of the nature of our products, we cannot accept returns of:

opened packs, or food packaging that has been opened, used or had its seal broken
custom-printed, branded or made-to-order items
bulk and wholesale orders, unless the item is damaged, defective or incorrect (see Section 3)
items on clearance or marked as final sale [if applicable]
items damaged through misuse or improper storage after delivery

3. Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within [48 hours] of delivery with:

your order number
a clear photo of the item and its packaging
a short description of the problem

Once we confirm the issue, we will arrange a replacement or a full refund, including the original shipping cost. We will cover the return delivery for these cases.

4. How to Request a Return

Email or WhatsApp with your order number, the items you want to return and the reason.
We will review your request and reply within 1–2 business days with approval and instructions.
Do not send items back before approval. Returns sent without approval may not be accepted.

5. Return Shipping

Change-of-mind returns: The customer pays the return delivery cost [or: we deduct it from the refund].
Damaged, defective or incorrect items: We cover the return delivery.

We arrange return pickup through our delivery partner, Quiqup, or you may send the items back to the address we provide. Return shipments are the customer’s responsibility until we receive them, so please pack the items securely.

6. Inspection
When we receive your return, we will inspect the items. If they meet the conditions above, we will approve the refund. If they do not (for example, opened or used packaging), we may reject the return and send the items back to you at your cost.

7. Refunds

Approved refunds are processed within 7–14 business days of us receiving and inspecting the return.
Card payments: Refunded to the original card. Your bank may take 7–14 business days to show the credit.
Cash on delivery: Refunded by bank transfer or [store credit]. We will ask for your bank details.
Shipping charges: Refunded only when the return is due to our error (damaged, defective or incorrect item).
Refunds are issued in AED, including VAT paid on the returned items.

8. Replacements and Exchanges
Replacements are subject to stock availability. If the item is unavailable, we will offer a refund instead. For exchanges due to change of mind, please return the original item and place a new order.

9. Order Cancellations
You can cancel an order free of charge before it is dispatched. Contact us as soon as possible with your order number. Once an order is dispatched, the return policy above applies. Custom and made-to-order items cannot be cancelled after production starts.

10. Wholesale and Bulk Orders
Wholesale and bulk orders are not eligible for change-of-mind returns. Damaged, defective or incorrect items must be reported within [48 hours] of delivery. Any special terms agreed in your quotation take priority over this policy.

11. Failed Deliveries
If delivery fails because of an incorrect address or because the customer was unreachable, please see our Shipping Policy for redelivery and refund terms.

12. Contact Us
Email - sales@alaqsar.com · WhatsApp - +971 50 131 7545 · Phone - +971 6 543 1201

Customer Support Hours

Monday to Saturday: 9:00 AM – 6:00 PM (UAE Time)

Closed on UAE public holidays.