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Refund policy

Cancellation Policy

The Customer can cancel their orders by emailing us at customercare@kateishop.com within 12 hours unless it has been dispatched for delivery. Refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45days for the refund transfer to be completed.

Return Policy 

To start a return, you can contact us at customercare@kateishop.com. Items sent back to us without first requesting a return will not be accepted. To be eligible for a return, the product must be unopened and still in its original condition with all original tags and packaging. You can return within 15 calendar days from the date of receipt. A pickup service charge of 10 AED for the items to be returned or exchanged will be applied. Return or Exchange is not applicable for other countries apart from UAE.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will arrange a courier pick up from your location. You must repack the item in the same original box it was delivered in and all the parts, labels, packaging and manual must be intact. Upon receipt, it will be submitted for the routine evaluation and testing.

If the item is confirmed to have a manufacturing defect by our team, we will fix it or issue a replacement. If the item has a missing part, we will send it to you.

In case you decide that you do not want a replacement and the return request was received within 15 calendar days from the date of receipt, we will issue the refund to your original mode of payment.

If the item was found to be in good condition, the item will be returned back to you.

Exceptions / non-returnable items

Certain types of items cannot be returned as listed below:

  • Items on sale or promotions (except those which have a manufacturing defect).
  • Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn)
  • Damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period.
  • Items that have been assembled, used, altered or installed unless defective
  • Items that were sealed and require their hygienic levels to be intact from the manufacturer.
  • All types of candles and scents.
  • Seasonal products are not eligible for return and refund unless damaged.
  • Food items.
  • Items sold during busy months and seasons such as Christmas and Ramadan periods will not be accepted for return or exchange, unless the product has a manufacturing defect.

Exchanges

For exchanges, a customer can request an exchange by contacting us at customercare@kateishop.com. To ensure a fast and smooth process, once an exchnage is finalized we will send the new item with the courier company and the return item will be picked up upon delivery and returned back to us. A fee of 10 AED will be applied on all exchanges.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you originally paid by cash, we will refund you via bank transfer and you will be required to provide us with your bank account details. In this case, bank’s fees may apply. Alternatively, you may choose to receive a voucher for your cash which can be used within one year to purchase any other item from our online store.

If you have any questions about this Policy, please contact us by mail on customercare@kateishop.com