General

If you wish to return your order for a refund, replacement, or exchange of any items, you must submit a return request for the delivered goods and return them within fourteen (14) days from the date of receipt of your order.

Return Request Requirements:

To process your return request, please ensure you provide the following:

• Proof of Purchase: This can be your order number, invoice, or any other relevant purchase documentation.
• Reason for Return: You must provide a valid reason for the return, along with any supporting images or videos of the product, if applicable. Please ensure the return meets our acceptance conditions (see details below).
• Refund Method: Indicate your preferred method of refund and provide the necessary details (e.g., bank account number, Credit Card number, etc.).

Return and Refund Policy

Manufacturer Issues:

• If the product is branded, customers should contact the local authorized agency for support and warranty claims.
• If the product is not branded, esmkart’ customer support team will work directly with the seller to address the issue. The acceptance of the returned product will be subject to the seller’s decision.

Refund Amount:

• The refund will be based on the actual price paid for the product at the time of purchase. If the product was purchased at a promotional or discounted price, the refund amount will match the promotional price.
• The refund amount will reflect the price at which the product was bought, regardless of any changes in pricing due to promotions or events that may have occurred after the purchase.

Damaged Items During Transportation:

• In the event that an item is damaged during delivery, please contact our customer service within 24 hours of receiving your order to file a claim.
• All items, including any free promotional items that were included with your purchase, must be returned. If any items are not returned, the return request will not be accepted.

Return Process:

• Once we receive the returned product, we will conduct a quality check.
• If the quality check is successful, we will issue the refund as per your requested refund method.
• If the quality check fails, no refund will be issued, and the product will be returned to you.

Return/Replacement Fees:

• A return/replacement fee is applicable, as follows:
  • 20 AED for returns/replacements within Dubai, Sharjah, and Ajman.
  • 25 AED for returns/replacements in other Emirates within the UAE.

Note: Returned product(s) need to be approved by our seller(s).

Conditions for Returns

You may return your product under the following circumstances:

1. Wrong Product Received: If you received a product that is not what you ordered.
2. Product Not as Described: If the product differs from what was described on the website.
3. Damaged Product: If the product is damaged upon arrival.

Return Conditions:

• Products must be unused, in original, unbroken packaging, and must include all tags.
• If you have simply changed your mind, returns are only allowed under the conditions outlined in our Returns Policy.

Refund Process:

• You agree that the esmkart will process a refund for the listed price of the product upon acceptance of the returned goods. Please note that shipping or delivery charges are not refundable.
• For replacement or exchange, you will need to place a new order for delivery or collection.

Refund Method:

Refunds will be issued as follows:

• If paid by credit or debit card: The refund will be processed and reflected back to the same card used for payment.
• If paid by Cash on Delivery: Refunds will be provided using a voucher or loyalty points if the amount is 500 AED or below. If the amount is greater than 500 AED, the refund will be processed via bank transfer.

Refund Timeline:

• Your refund will only be initiated after the esmkart confirms receipt and inspection of the returned product.
• Refunds will be issued within thirty (30) days from the date return after inspection has been approved, depending on your card issuer’s policies (for card payments).

The return conditions by category are as follows:

Home & Decor, Kitchen Products Return Policy

1. Furniture:
   • These items are not eligible for return under any circumstances.
2. Home Decor Products:
   • Home decor items can only be returned if they are unopened, free from any damage, and in their original packaging.
3. Used, Altered, Assembled, or Installed Products:
   • Products that have been used, altered, assembled, or installed will not be accepted for return unless they are found to be defective.
4. Bedding Products:
   • Unwrapped bedding products will not be accepted for return.
5. Pet Supplies:
   • – Products that are eligible for a return, unused, and in the original packaging can be returned. It must be in the same condition as the customer received it.
   • – Grooming products are not eligible for return.
   • – Perishable goods such as food treats and supplements cannot be returned.
6. Office Supplies Return Policy
   • Original Condition: The item must be returned in its original condition, including all original packaging and materials (manuals, accessories, etc.).
   • Used or Damaged Items.

General Terms & Conditions Applicable to All Returns

1. Quality Check:
   • All returned products will undergo a Quality Check. Esmkart reserves the right to reject any return request if the product does not meet the return criteria outlined in our policy. In such cases, the product will be sent back to the customer and no refund will be issued.
2. Return Rejection and Reattempted Delivery:
   • If the product return request is declined, Esmkart will make two delivery attempts to return the product to the customer via an approved courier service. If both attempts are unsuccessful, the product will be held at the delivery hub for three (3) business days.
3. Additional Delivery Attempts:
   • Within the three (3) business days post the last delivery attempt, the customer may request another attempt by contacting our customer support team. Esmkart will keep the product for thirty (30) days from the original return request date.
4. Return Fees:
   • If the product is claimed within the thirty (30) days, a return fee of AED 100 will apply. This fee will be incurred by the customer.
5. Liquidation of Unclaimed Products:
   • If the product is not claimed within the 30-day period, it will be sent for liquidation. The customer will no longer be able to request a return of the product, and Esmkart will not be held liable or responsible for any further claims.
6. No Compensation:
   • Customers will not be entitled to any compensation for unclaimed products.