Refund policy

Al Dukkaan's Refund Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will  refund you, subject to the below terms. This Policy applies to products bought from Al Dukkaan only.

Certain parts of this Policy do not apply to reconditioned products or used products, and this is indicated in the relevant sections below.

This Policy forms part of the Al Dukkaan Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way. 

 

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

      • package your products safely and securely for protection during transit;
      • clearly mark your return reference on the outside of the parcel; and
      • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1: Unwanted products

You can return an unwanted product to us at your own courier cost which can be arranged with us or done at your own risk, provided:

      • it is undamaged and unused, with the original labels and stickers still attached;
      • it is not missing any accessories or parts;
      • you inform within 14 days of delivery to you or collection by you of the unwanted product. After 14 days, you can only return a product if it is defective; and
      • it is not one of the products listed below.

Once we have inspected the product and validated your return, we will refund you with the purchase price of the product within 10 days of the return if it returned correctly.


Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you if that is your preference.

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection.

We can arrange to collect the product from you at an additional courier cost if required. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or refund you with the purchase price of the product.

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality,  and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

      • faults resulting from normal wear and tear;
      • damage arising from negligence, user abuse or incorrect usage of the product;
      • damage arising from electrical surges or sea air corrosion;
      • damage arising from a failure to adequately care for the product;
      • damage arising from unauthorized alterations to the product;
      • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.


 


4: Charges and refunds

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law)  refuse the return,  or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and refund you in respect of the returned item only.

Please note that we only refund via cash or EFT. When refunding via EFT, the amount will be transferred to your nominated banking details.