RETURN
14-day returns
If you have changed your mind about keeping your purchase, you have fourteen (14) days from the date you receive your order to return the Products (as defined in the Terms of Use) in its original condition with proof of purchase (without the need for there to be any defect in the products).
We will give you a refund, as long as your returned Products meets the terms and conditions described below.
This “good faith” returns policy is offered in addition to the rights you may have under the law. Nothing in this Returns Policy’ is intended to affect any consumer rights that you may have under UAE law.
By original condition we mean:
- You have kept all original packaging and labels in good condition and the Products can be resold at full price.
- You have not used the Products.
How do I return my order?
- If you want us to arrange a return for eligible Products, you may contact us through email, live chat on our website or online applications (“Platform”), or by calling our call centre on 04-8811117 or email us at care@ae.carters.com (UAE).
- Our delivery service partner may take 3-5 business days to collect the Products from you. They will give you an acknowledgement receipt when they do.
- Please note that if an incorrect Product is handed by you to our delivery service partner, we shall not be responsible for any loss/damage/theft caused to such incorrect Products while in transit or otherwise.
- If you qualified for free shipping during the original order, you will not be charged for shipping during the return of that order, in all other cases an AED 10 charge will apply for any partial or entire return of your order.
- If you choose self-ship shipping option, eligible Products must be returned using a trackable shipping method.
- If you choose to return any Products to us, we will not be responsible for any loss or damage to them in transit and, for this reason if returned Products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.
- We don’t offer exchanges where Products are not defective. You can, however, order the Products again and send back the one you don’t want.
- Please return your purchase in re-saleable condition in its original packaging with your original receipt. Please make sure that the Products are properly packed when you are returning it. Any Products returned without original receipt will be rejected. Please note, all Products’ packaging and certificates of authenticity, grading, and appraisal must be returned with the Products. Any Products that have been resized, damaged or otherwise altered after delivery will be rejected.
- All Products are inspected when we get them back to determine whether they are in original condition or otherwise eligible or a refund.
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If any or all the Products that were originally part of an order
placed using a Gift Card or Promotional Code are returned, then the
Gift Card or Promotional Code will no longer be applicable on the
order. The benefit of the Gift Card or Promotional Code will also
not be included in the refund.
For example: If the Products returned are part of any free offer such as Buy 2 get 1 free or Buy 1 get 1 free, all the Products related to the offer have to be returned, as they have been purchased as part of a group offer.
Refunds
We will process your return and issue refund with applicable deductions in accordance with our Refunds Policy.
What Products can’t be returned?
The following Products won’t be eligible for refund (unless faulty or not as described):
- Products you received over 14 days ago.
- Products that are not in their original condition.
- Products that have been opened or unsealed (other than where necessary to inspect).
- Products without original packaging or labels.
- Products that have been used or damaged by you or are not in the same original condition as you received them.
- Products that fall under specific categories, such as sealed, and hygiene related, and personal care products, and certain baby products (e.g. teethers, diapers, baby wipes, hygiene tissues, feeding related Products). For hygiene reasons, no refund or exchange will be made on such Products.
- Personalized Products which you requested to be designed on a custom made order request. especially for you.
- Products purchased by you which were on sale that are not defective in any way, or are tagged sold “as is”.
- Damaged Products due to misuse or showing signs of wear and tear, even if they are still under warranty period.
- Products that have been assembled, used, altered, or installed.
Please note that if you return Products that do not fall within the Returns Policy that is described above or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.
REFUND
We want you to be satisfied with your purchase, and so if for any reason you are not completely satisfied, we will refund your purchase within fourteen (14) days as of the date you receive your order. This “good faith” refund policy is offered in addition to rights you may have under the law.
Once your return has been processed in accordance with our Returns Policy or in cases where you have chosen to cancel the order before dispatch in accordance with our Cancellation Policy, we will issue a refund. We issue the refund to the payment method that you chose when you made your order (except for Gift Card payments, in which case the refunds will be processed by issuance of store credits. Cash on Delivery payments are not eligible for refunds).
The return and refund processing times will take up to 2-3 working weeks depending on your banking partner. You will receive a confirmation by e-mail. If you have paid with credit card or other payment service providers, it can take up to 2-3 weeks for the refund to appear in your card statement and the time it takes usually depends on your bank.
Please see our Terms of Sale for more information on our refund policy and process.
If you think that we have provided you with an incorrect refund, please contact us immediately on care@ae-carters.com
