Refund policy

🔄 Refund & Return Policy (United Arab Emirates)

We want you to be completely satisfied with your purchase.
If something isn’t right, we’ll do our best to make it right! Please read our return and refund terms carefully before placing your order.

📦 Order Confirmation

All orders are confirmed once placed through our website.
Since we operate on a Cash on Delivery (COD) basis, please ensure that you genuinely intend to receive and pay for your order.
Refusing or failing to accept a confirmed order may affect your ability to use COD in the future.

💰 Refund Eligibility

Refunds or replacements are only applicable under the following conditions:

  1. Damaged or Defective Product

    • If your item arrives damaged, broken, or defective, please contact us within 48 hours of receiving it.

    • You must provide clear photos or videos of the product and packaging as proof.

    • Once verified, we will resend the product or issue a full refund.

  2. Incorrect Item Received

    • If you receive the wrong item (different model, color, or variant), we will replace it free of charge or offer a refund after verification.

  3. Non-Delivery

    • If your order does not arrive within 30 business days from the dispatch date, you may request a full refund or replacement.

Refunds are not applicable for delays caused by customs, courier service issues, or incorrect shipping details provided by the customer.

🚫 Non-Returnable Items

For hygiene, safety, and product quality reasons, the following items cannot be returned or refunded once delivered (unless defective upon arrival):

  • Personal care and hygiene products (e.g., toothbrushes, beauty tools, skincare items)

  • Health-related or oral care products

  • Items damaged due to misuse, mishandling, or accidental damage after delivery

  • Products without original packaging or proof of purchase

📦 Return Process

If your product meets the refund or replacement criteria:

  1. Contact our support team within 48 hours of delivery.

  2. Provide your order number, photos/videos, and a short description of the issue.

  3. Our team will verify the claim and guide you through the next steps.

  4. If approved, a replacement or refund will be processed within 5–10 business days.

Refunds for Cash on Delivery orders will be issued via bank transfer or store credit.

⏱️ Order Cancellation

You may cancel your order within 12 hours after placing it — before it is shipped.
Once the order is dispatched, it cannot be cancelled.
Refusal to accept delivery after dispatch may result in suspension of your COD privileges.

📞 Contact Us

If you have any concerns or wish to request a return or refund, please contact our support team:
📩 support@shopemara.com
📞 WhatsApp: +1 (360) 743-8095

We’re available 7 days a week to help resolve your issue quickly and fairly.

⚠️ Important Notice

Because we operate using international suppliers, slight variations in packaging, color, or labeling may occur — this is not considered a defect.
We appreciate your understanding and cooperation as we aim to provide affordable and quality products with honest service.