Refund policy

Return & Refund Policy for Alvora Mart

Our Commitment to Customer Satisfaction

At Alvora Mart, customer satisfaction is our highest priority. We strive to provide high-quality products and an enjoyable shopping experience. If you are not completely satisfied with your purchase, our Return & Refund Policy explains how returns, exchanges and refunds are handled. Please read this policy carefully before requesting a return.

Eligibility for Returns

We accept returns for eligible products within the conditions outlined below.

Return Timeframe

Customers may request a return within 7 days of receiving their order.

Condition of Returned Items

To qualify for a return, the item must:

  • Be unused and in its original condition.
  • Include all original packaging, accessories and manuals.
  • Not show signs of misuse, damage or alteration.
  • Be accompanied by proof of purchase or the original order number.

Products that do not meet these requirements may not be eligible for a refund or exchange.

Non-Returnable Items

For hygiene, safety and product integrity reasons, the following items cannot be returned unless they arrive damaged or defective:

  • Personal care products.
  • Used or opened products.
  • Digital downloads or gift cards.
  • Clearance or final sale items.
  • Products specifically marked as non-returnable.

Incorrect, Damaged or Defective Products

If you receive:

  • A damaged item,
  • A defective product,
  • The wrong item,
  • Or an item with missing parts,

please contact our customer support within 48 hours of delivery.

To speed up the process, kindly provide:

  • Your order number.
  • Clear photographs of the product.
  • Photos of the packaging.
  • A brief description of the issue.

Once verified, we will offer one of the following at no additional cost:

  • A replacement,
  • An exchange,
  • Or a full refund.

Change of Mind Returns

If you simply change your mind after receiving your order, you may return the item within 7 days, provided that:

  • The item has not been used.
  • It remains in its original packaging.
  • It is in resalable condition.

Customers are responsible for return shipping costs unless the return is due to our error.

Return Process

Returning an item is simple.

Step 1 – Contact Customer Support

Email our support team with:

  • Your order number.
  • Product details.
  • Reason for return.
  • Photos if required.

Step 2 – Return Approval

Our team will review your request and provide return instructions if your request is approved.

Step 3 – Ship the Item

Securely package the product and send it to the return address provided by our support team.

Step 4 – Inspection

After receiving your returned item, we will inspect it to ensure it meets our return conditions.

Step 5 – Refund Processing

Once approved, your refund will be processed within 5–10 business days using the original payment method.

Processing times may vary depending on your bank or payment provider.

Refund Policy

Approved Refunds

Refunds will be issued when:

  • The returned item passes inspection.
  • The product is confirmed to be defective.
  • The wrong product was delivered.
  • The order cannot be fulfilled.

Refunds will be made to the original payment method whenever possible.

Partial Refunds

Partial refunds may apply if:

  • The product is returned with missing accessories.
  • The packaging is damaged.
  • The item shows minor signs of use.
  • Parts are missing due to reasons not caused by Alvora Mart.

Exchange Policy

We gladly replace products that are:

  • Damaged.
  • Defective.
  • Incorrectly delivered.

Exchanges are subject to product availability. If the requested item is unavailable, we may offer:

  • A full refund,
  • Store credit,
  • Or a similar replacement product.

Shipping Costs for Returns

  • If the return is due to our mistake, Alvora Mart will cover the return shipping costs.
  • If the customer is returning an item due to a change of mind, the customer is responsible for return shipping charges.
  • Original shipping fees are generally non-refundable unless the return results from our error.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account.
  2. Contact your credit card provider.
  3. Contact your bank, as processing times may vary.
  4. If the refund still has not appeared after several business days, please contact our customer support team.

Order Cancellation Policy

Orders may be cancelled before they have been processed or dispatched.

If your order has already been shipped, cancellation will no longer be possible. You may instead request a return after receiving your order, subject to this policy.

Contact Us

If you have any questions regarding returns, refunds or exchanges, please contact our customer support team.

Please include:

  • Your order number.
  • Your full name.
  • Details of the issue.
  • Photos if applicable.

Our support team will respond as quickly as possible to assist you.

Policy Updates

Alvora Mart reserves the right to modify this Return & Refund Policy at any time without prior notice. Any updates will be published on this page and become effective immediately upon posting.

Customers are encouraged to review this policy periodically before making a purchase.

Conclusion

At Alvora Mart, we believe online shopping should be simple, secure and worry-free. Our Return & Refund Policy is designed to ensure every customer receives fair treatment while maintaining the quality and integrity of our products. Whether you need a replacement, exchange or refund, our support team is committed to resolving your request promptly and professionally. We appreciate your trust and look forward to serving you with confidence across the UAE.

Frequently Asked Questions (FAQs)

1. How many days do I have to return my order?

You can request a return within 7 days of receiving your order.

2. When will I receive my refund?

Approved refunds are typically processed within 5–10 business days, depending on your payment provider.

3. Can I return a used product?

No. Returned products must be unused, in their original condition and include all original packaging unless they are defective.

4. Who pays for return shipping?

If the return is due to our mistake or a defective product, Alvora Mart covers the return shipping costs. Otherwise, the customer is responsible for return shipping.

5. Can I exchange my item instead of receiving a refund?

Yes. If the item is damaged, defective or incorrect, we will gladly arrange an exchange, subject to product availability