Refund policy

Alvora UAE Return & Refund Policy

Transparent, Customer-Centric, and Fully Compliant

At Alvora, we are committed to delivering a seamless shopping experience across the UAE. Our Return & Refund Policy is designed to ensure clarity, fairness, and full compliance with UAE consumer protection standards, while prioritizing customer satisfaction at every step.

Comprehensive Return & Refund Policy for UAE Customers

1. Scope of Policy

This Return & Refund Policy applies to all purchases made through Alvora’s online store within the United Arab Emirates. By placing an order with us, customers agree to the terms outlined below.

We continuously align our practices with UAE consumer protection regulations to ensure transparency, fairness, and trust.

2. Return Eligibility Criteria

We accept return requests under the following conditions:

  • Products must be returned within 14 days of delivery
  • Items must be unused, unworn, and in original packaging
  • All original tags, labels, and proof of purchase must be included
  • The product must be in resalable condition

These standards reflect common eCommerce practices in the UAE, where unused condition and original packaging are mandatory for returns.

3. Non-Returnable Items

To maintain hygiene, safety, and product integrity, the following items are not eligible for return:

  • Opened or used products
  • Personalized or custom-made items
  • Perishable goods
  • Items marked as final sale or clearance

Such exclusions are standard across UAE retail policies, especially for hygiene-sensitive or customized products.

4. Valid Reasons for Returns

We accept returns and provide appropriate resolutions under these conditions:

4.1 Defective or Damaged Products

If an item arrives damaged or defective, customers must notify us within 48 hours of delivery.

4.2 Incorrect Item Delivered

If the wrong product is received, we will arrange a replacement or full refund.

4.3 Change of Mind

Eligible only if the product meets return conditions and is unused.

5. Refund Policy & Processing Timeline

Once we receive and inspect the returned item:

  • Refunds are processed within 7–14 business days
  • Refunds are issued to the original payment method
  • Customers are notified once the refund is approved

This aligns with standard UAE refund timelines, where processing occurs after inspection and approval.

6. Shipping Costs & Return Fees

  • Return shipping costs are the responsibility of the customer
  • Original shipping charges are non-refundable
  • If the return is due to our error (defective/wrong item), we cover all costs

Transparent disclosure of shipping responsibility is a key requirement in eCommerce policies.

7. Exchange Policy

We offer exchanges under the following conditions:

  • Requests must be made within the return window
  • Exchanges are subject to stock availability
  • Only identical or equivalent items can be exchanged

For defective or incorrect products, exchanges are processed with priority.

8. Order Cancellation Policy

Customers may cancel orders:

  • Before dispatch for a full refund
  • After dispatch, cancellation is treated as a return request

9. How to Initiate a Return

Follow these simple steps:

  1. Contact our support team with your order number and reason
  2. Receive return authorization and instructions
  3. Ship the item using a trackable courier service
  4. Await inspection and refund confirmation

Using trackable shipping is strongly recommended to avoid loss or disputes during return transit.

10. Late or Missing Refunds

If a refund has not been received:

  • Check your bank account
  • Contact your card provider
  • Allow processing time for financial institutions

Bank processing delays are common and may extend beyond merchant processing timeframes.

11. Policy Updates & Modifications

Alvora reserves the right to update this policy at any time. Changes become effective immediately upon publication on our website.

Why Alvora’s Policy Stands Out in UAE eCommerce

  • Clear return timelines aligned with UAE standards
  • Transparent eligibility and exclusions
  • Fast refund processing
  • Customer-first dispute resolution
  • Compliance with UAE consumer protection laws

With increasing competition in UAE eCommerce, flexible and transparent return policies directly influence customer trust and repeat purchases.

Contact Alvora Support

For any return or refund inquiries, our support team is available to assist promptly and professionally. We ensure every concern is resolved with efficiency and care