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RETURN POLICY

We accept the FREE returns within 7 days, if you meet the following conditions:

  • Delivered products are factory damaged or defected.
  • Delivered products are not used.
    Airway bill number and other unique identification numbers are not damaged or removed.
  • Product booklet, sampling vials, or any other material that was sent to customers found misplaced, used or damaged.
  • Free returns confirmation will be provided after we inspect that the products are not used, altered or damaged by the customer.
  • If we found that the product is used or damaged by the customer, Sapil will not be responsible for such damages and in this case, no refund will be applicable.
  • Please ensure to check the products immediately after accepting as soon as the product is delivered. If there is any damage, immediately return the product to the same courier person showing him the damage and ask for exchange of the same product. It will then be cross checked by Sapil and will update the customer about the exchange.
  • If you do not fall in the above criteria then you will not be entitled for returns.

HOW TO RETURN THE PRODUCT

You can give us a call on +97165774451 or contact us via email customerservice@sapguae.com if you wish to return the product and we will schedule a return for you. Please note the timings for call is from 8 AM – 5 PM from Sunday – Thursday.

  • We will initiate the pickup with our courier company.
  • Product should be in its original condition along with all the materials that have been sent to the customer.
  • Products that are intended to return, must match the above provided return conditions in order to be eligible for returns.
  • An Airway bill number will be generated that will be used to track your returns.
  • In case of any further assistance, you can call or email us at any time.

EXCHANGE

We do not offer product exchange if the product is delivered in good condition and is not highlighted to Sapil about the product exchange and its reason within 3 days from the date of delivery.

REFUND

The refund process takes up to 10 business days and some cases 15 business days excluding the Fridays, Saturdays and UAE public holidays. Refunds will be completed same as per the mode of payment that was done at the time of purchase i.e. cash on delivery or credit card.A credit will appear on your next statement, depending on the issuing bank and billing cycle.The refund process will be started when we confirm the receipt of the product.

CANCELLATION

If you wish to cancel your order so you can do it by logging into your account or by informing us at our email address within 24 hours of the purchase. If a product is dispatched from our premises then it will not be applicable for refund. Product exchange is not possible as mentioned above, and if you wish to change or upgrade your order then it must be done from your account after cancelling the initial order if the shipment process is not started.

Please note that we don’t have any access to make such amendments in customer’s account.