Shipping & Return Policy

Shipping & Delivery Policy

  • Delivery Timing

We have a tie-up with a Third party for shipping and delivery, they will manage pickup and delivery of all products. Initially we are delivering all over UAE, later we will cover GCC countries.

Dubai

Abu Dhabi

Sharjah

Ajman / Ras Al Khaimah/ Umm al Quwain/ Fujairah

We will deliver in your neighborhood within 2 hrs*.

Anywhere in DXB within 3 hrs*

All Abu Dhabi deliveries are within 3 – 5 hrs*

All Sharjah deliveries are with 3 hrs*

All same Emirates (AJM/RAK/UMQ/FUJ) deliveries are within 2 hrs* of pickup

All other Emirates deliveries are within 6-8 hrs* from pickup as a minimum service level


  • same-day delivery and next-day delivery

same-day delivery and next-day delivery information is mentioned in the product's description page that lets you know whether an item is available for same day delivery or for next day delivery. Please note that both options cannot be available at the same time.

At checkout, you'll be able to select same day or next day delivery as an option which will then apply to eligible items in your cart. Upon selection, a fixed price fee will be applied. 

Same day delivery and/or next day delivery availability and how much it costs depends on the city we're delivering to. Unfortunately, we are currently unable to offer it in all cities yet. Below are the eligible cities.

United Arab Emirates

Dubai

Same day delivery is available for certain items. Orders for these items must be placed between 12 AM and 12 PM on the same day.

 

Same-day delivery fees:

  • For orders under 200 AED, have the option to pay a delivery fee of 10 AED.

  • For orders Above 250 AED, Shipping is FREE if the product is order from the same vendor.

  • For orders Above 250 AED, and the product is order from a different vender. Then shipping charges will apply accordingly.

Other Emirates

Same day delivery is not currently available in these cities but certain items are available for next day delivery. Orders for these items must be placed between 12 AM and 4 PM the day before the expected delivery.

Next-day delivery fee: 12 AED

  • Order Cancellation

You can cancel your order within 30 min after the confirmation or while it's under preparation by logging into your account through the web or app and clicking on "My Account" > Orders. Every product ordered will be listed, by clicking on each you will get the option to cancel.

Once your order is shipped and sent out for delivery, you will receive SMS with a link after that you cannot cancel the order

  • Tracking Order

The status of your order will be notified by email, you can check the progress and status of your order by logging into your account through web or app and clicking on "My Account" > Orders. Every product ordered will be listed; by clicking on each you will get the status of that product. 

When your order is shipped, you will be notified by SMS and email, and once it's out for delivery you will receive SMS with a link to reschedule, combine the shipment. 

All delivery & Shipping will be handled by our delivery partner.

  • Confirmation of delivery 

You will get notification about the status of your order via SMS and email.

You will get a call on your register phone no if any of the information provided by you needs additional verification.

  • shipping charges

If your order is below 250 AED, there will be a service charge of 10 AED levied to cover the cost to us of providing the shipping or delivery service.

Shipping charges are not refundable.

Those orders are placed by credit card or PayPal. then the Payment would be refunded to your card, but depending on the individual’s bank requirements, the amount may take up to a month to reflect on your card statement.


* Please note that The Home Entrepreneurs credit cannot be used to cover any service fees; Shipping fees and Cash on Delivery fees are levied by the delivery company. The Home Entrepreneurs wallet covers the cost of the items only.


** The shipping fee and Cash on delivery fee are not refundable.


  • charges for cash on delivery

Delivery in the UAE is free of charge on all orders above AED 250.


For orders below AED 250, we will charge you a small shipping fee of AED 10. If the value of your order is under AED 250 and you choose cash on delivery as your mode of payment, your total charge will be the order value plus AED 25 (AED 10 shipping fee + AED 15 COD fee). Credit/ Debit cards and PayPal are free payment options.


We like to give our customers the flexibility of paying cash on delivery but we have to pay our delivery partner an extra fee for all cash on delivery (COD) orders. Hence an extra COD charge of AED 15 is added only when you choose cash as your method of payment. There are no extra fees if you use a credit card, PayPal, or The Home Entrepreneurs Credit.


Please note that The Home Entrepreneurs credit cannot be used to cover any service fees; Shipping fees and Cash on Delivery fees are levied by the delivery company. The Home Entrepreneurs wallet covers the cost of the items only.


We have an option for customers to also pay by card at the time of delivery.


Card on Delivery


You can also choose to pay by credit/debit card at your doorstep if you have opted for the "Pay at Delivery" payment method at the checkout while placing an order.

The same charges associated with Cash on delivery - AED 15 are also applicable if you choose to pay by card at your doorstep.

Card machines are subject to availability so choosing the option "Pay at Delivery" does not guarantee that you will always be able to pay by card at your doorstep.

Shipping Fees for Large or Bulky Items

For UAE customers, certain large or bulky items will require an additional shipping fee. This fee ranges from 30 AED to 60 AED and might be applied to a single item or a group of items if they can be delivered together from the same warehouse.

Return, Exchange Policy

Difference between return and exchange

Return: You can return any product that you’re not happy with apart from those that fall under our no-return category.

For products that you return to us, you can either get The Home Entrepreneurs credit (which you can use to buy stuff later) or a credit/debit card refund based on the mode of payment earlier in your order.

Exchange: By creating an exchange, you can exchange any product you ordered, with another size of the same product (apart from those that fall under our no-exchange policy).


RETURN ON PROMOTIONAL/OFFER ITEMS:

Please note that all the products showcased in Promotional/Offer Page are Non Refundable, Non Exchangeable & Non Returnable unless the product is received damaged or not as described. Customers with bulk orders can contact our customer care service to get proper information about their orders.

RETURN ON CLOTHING PRODUCTS:

Products which are ordered online by all platforms categorized under Clothing Section are non returnable as well as non refundable. Similarly, we strongly believe in maintaining proper hygiene for our customers and not to accept return or exchange of the products which can be unhygienic for others.

RETURN OF BEAUTY & SELF CARE PRODUCTS:

As we are keen to maintain hygiene and the safety of our customers, we do not accept the returns from Beauty & Self care Products also, products which are unsealed, broken in packaging or found used, will not be accepted for returns. Furthermore, Products which are applicable on Face, Lips or Others cannot be returned in any condition. If we receive the products in our Returns Department, we check them thoroughly and make sure that the item is in original condition. If found broken or used, we dispose it immediately and the Customers will not be repaid or amount will not be deposited into Wallet Amount.

RETURN POLICY FOR ONLINE PAYMENT SECTORS:

Making payments online through PayPal, Debit / Credit Card or any other Online Platform are being facilitated with Online Payment Discount i.e. 2% of Total Ordered Amount. However, if the order is requested for a return, the payment will be reimbursed with deducted amounts of Coupons or other Discounts Offer applied by the customer at the time of order i.e. the Final Total at the time of Order.

Further, the delivery charges of return will be applicable according to the below points which is as:

  1. In Case The Product Is Not According to the description or Picture Showcased.

  2. In Case The Product Is Damaged Naturally At The Time Of Delivery.

If the return is requested on the basis of dislike of product or size change, the customer will have to pay the return charges to the courier person who will receive the product.

All the Discount Offers or Coupons will be Frozen on the total amount whether the order is accepted or return is requested by the Customer. The amount refundable will be calculated according to the amount paid at the time of order after calculating each item separately.

IMPORTANT NOTICE:

  • Those customers who are requesting for any return will be charged with AED 15 on each pickup and the amount will be deducted while recharging your Login Wallet Account.

  • We do not accept any return from the items which are purchased from any Promotion/Offer or Sale. The items which are not in the promotion will be accepted only.

  • Product color or shade may differ due to studio lighting and photography.

For your convenience, we have mentioned the points which are commonly asked by the customers while requesting a return:

  1. How can I return an item?


We are proud to offer a hassle-free exchange within the UAE. If the customer is not 100% satisfied with his purchase from us he/she can return the product within 14 days from the date of delivery.

Below are the steps which you need to follow to a request for a "return":

IOS/Android/Website:

  • Click on ‘My Account’ in the tab bar and login

  • Click on ‘My Returns’

  • Click 'Create new return' and select the items you want to return

  • Click on 'Proceed' and enter your address, the reason for return and whether you want The Home Entrepreneurs Credit or a credit/debit card refund (credit/debit card refund is only applicable if you paid for your items using a credit/debit card)

Below are the steps which you need to follow if you were unable to create a return request:

Return / Exchange Process

  • To initiate the return process of the item which you wish to return, you can contact us via email [email protected] or visit our Help Centre or contact us by creating a ticket. You can also live chat with us 24 hours by clicking on the right bottom hand corner of your device/desktop browser. 

  • We will inform our courier to pick up the item from your doorstep within 2 working days.

  • Your credit will reflect automatically 48 hours after the item is collected back.

  • You can use your credit to order the same item in a different size or just to order any other item you would like. 

Rules and Conditions for Return / Exchange:

  1. Return/Exchange can only be made within 14 days from the date of delivery.

  2. The item should be in good condition and not used along with the original tag.

  3. It should also be in the same brand box you received.

Unfortunately, for some products we have a no-return category. We advise you to read the product description thoroughly before purchasing your desired product.

You can see the rules for the return/exchange process on "My Account".

 

2. If you don't like the Product "OR" its Quality "OR" Changed Your Mind:

  • If you don't like the product, it's quality or if you have changed your mind for any product or complete order, in that case, you will need to pay the shipping charges for both sides even if the delivery was free.

  • In case any promotional coupon code is applied in any order and the return is requested, in that case, the discounted price will be refunded in your Login Wallet Account.

  • After deduction of shipping fees, the rest amount of Order will be transferred to you’re THE Login Wallet Account which can be utilized for your next orders once the items returned by you are received.

  • Home Essential Products are packed by Vendors after the complete quality and damage check. Opened / Installed / Dismantled products will not be accepted for returns because they cannot be repacked.

  • There is No Cash Refund Policy.

3. Damaged Item, Wrong Item or Missing Items in Order:

  • If you receive an order with any wrong, damaged item or your ordered item is missing, kindly inform us at your earliest within 7 Days to our Customer Service.

  • We will arrange a courier to pick up the damaged or wrong item and once it received. our team will inspect. After inspection of the damaged or wrong item, we will send you the replacement accordingly. Same for the Missing items as well.

4. Products / Orders which cannot be returned:

  • If the packing of the item or product is missing, in that case, the order will not be returned.

  • Clothing or Beauty & Self Care items cannot be returned due to hygienic reasons.

  • Used/Reconditioned product or with Broken/Removed tags will not be considered for return as well as if the product is found dirty.

    1. What is the return notice period?

  • You can request a return within 7 days upon receipt of the order.

Please also note that:

  • The item should be in a good condition and not used along with the original tag.

  • It should also be in the same brand box you received.


  1. How do I return/exchange an item I purchased with The Home Entrepreneurs credit?

If you used The Home Entrepreneurs credit to purchase something from our website and want to return it, we just add the total amount you paid back to your credit.

Example:

if you ordered shoes for AED 100 and used credit for AED 30, you actually paid AED 70. But if the shoes do not fit and you want to have them exchanged for a different size, we will top up your credit with AED 100.

 

  1. WHO PAYS FOR THE SHIPPING CHARGES, WHEN I RETURN AN ITEM?

Customers will need to pay all the shipping charges in case he/she doesn't like the product.

If the item received is wrong item or missing, in that case, The Home Entrepreneurs will pay all the shipping charges. After our team inspects the product

If the item received is damaged during delivery or missing, in that case, Delivery Company will pay all the shipping charges. 

Note: The original shipping charges are Non-Refundable.

Warranty Policy

THE warranty policy helps you stay covered in case of defects in material, design and workmanship after purchase of the product. On selected products and in instances where we are considered the seller, a twelve (12) months warranty will be provided for the eligible items purchased for all the buyers within UAE. In instances where products are bought through a seller that is not us, the terms of the respective seller’s warranty will apply.

The address provided during the Warranty claim request will be registered as the pick up and delivery address for the claimed item. This cannot be modified.

Warranty repairs will be carried out by authorized service centers. In instances where products are bought through a seller that is not us, the terms of the respective seller’s warranty will apply.

The original invoice is required to verify the serial number and validate the warranty period to benefit from warranty services.

The warranty repair period is twenty-one (21) working days for the units covered under the warranty from the date of picking the product from the customer until dispatched.

Not all products are covered by the warranty, always check the product listing to know if it includes warranty benefits.

Repair or replacement under the terms of this warranty does not provide the right to extension or renewal of the warranty period. Warranty terms are in accordance with your device manufacturer.

If your item can't be repaired but is still under the manufacturer's warranty, we will issue a replacement (from the same seller) or, if a replacement isn't available, you will be refunded in full.

To avail of warranty services if a defect occurs in your product within the valid warranty period, you can raise the request through your THE account. THE warranty team shall contact you within 24 hours for claim validation and troubleshooting followed by pictures of the product from all angles along with IMEI/Serial number.

The customer shall ensure that the item is packed in its original box or wrapped safely to avoid any damage during transit. If the packaging is not done safely which leads to damage, THE will not be responsible for the same and the claimed item will be returned to the customer without servicing.

Warranty services provided by sellers other than THE, are not the responsibility of THE. This includes spare part availability, repair period and/or quality of repair. The customer is to contact the warranty service provider directly in case of complaints or any other concern.

 

UPDATED AS ON: 09-27-2021  

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