Refund and Returns Policy

At Al Mas Trading, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Refund and Returns Policy below.

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1. Return Eligibility

Customers may request a return within 7 calendar days from the date of delivery, subject to the conditions outlined in this policy. To be eligible for a return, the item must:

• Be returned within 7 days of delivery.
• Be accompanied by proof of purchase or order confirmation.
• Include all original accessories, manuals, and packaging where applicable.
• Not be damaged due to misuse, negligence, improper handling, or unauthorized modifications.

2. Change of Mind Returns

Customers may request a return if they change their mind after receiving the product. In such cases:

• The product must be unused and in resalable condition.
• The original packaging should be intact.
• Return requests must be submitted within 7 days of delivery.
• Applicable cancellation or processing charges may apply.

Al Mas Trading reserves the right to reject returns that do not meet these conditions.

3. Opened Products

Opened products may only be eligible for return if:

• The product is defective.
• The product arrives damaged.
• The product is not functioning as intended due to a manufacturing defect.

Products that have been opened and used without any defect or issue may not qualify for a full refund and may be subject to applicable cancellation or processing charges.

4. Damaged Deliveries

Customers are encouraged to inspect their order at the time of delivery. If the product or packaging appears damaged upon arrival, customers should immediately notify the delivery representative and contact Al Mas Trading as soon as possible with supporting photographs. Failure to report visible delivery damage within a reasonable period may affect the outcome of the claim.

5. Defective or Incorrect Products

If you receive a defective product, a damaged product, an incorrect item, or a product with a manufacturing fault, please contact Al Mas Trading within 7 days of delivery.

Upon approval of the return request:

• Al Mas Trading will arrange the collection of the product.
• The returned item will undergo inspection.
• Following inspection, we may offer a replacement, repair, store credit, or refund depending on the nature of the issue and product availability.

6. Non-Returnable Items

The following items are generally not eligible for return or refund:

• Personal care products
• Clearance or promotional sale items
• Products damaged due to misuse, negligence, or improper installation
• Products returned beyond the eligible return period

Additional product-specific exclusions may be listed on individual product pages.

7. Refund Processing

Once the returned product has been received and inspected, customers will be notified of the outcome. If a refund is approved:

• Refunds will be processed using the original payment method whenever possible.
• Processing times may vary depending on the payment provider or banking institution.
• Shipping charges, service fees, or applicable cancellation charges may be deducted where permitted.

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Return Request Procedure

To initiate a return, please contact:

Al Mas Trading FZE LLC
Email: info@almastrading.ae
Phone/WhatsApp: +971 54 450 0989
Website: www.almastrading.ae

Please include your order number, customer name, product details, a description of the issue, and supporting photographs (if applicable).

Policy Updates

Al Mas Trading reserves the right to modify or update this Refund and Returns Policy at any time without prior notice. Any changes will become effective upon publication on our website.