1. Introduction
Welcome to Diabmart. Your health and satisfaction are our top priorities. This Return, Refund, and Exchange Policy outlines the terms and conditions under which you can return products purchased from our website, www.diabmart.ae, or our mobile application.
We are committed to complying with the UAE Federal Law No. (15) of 2020 on Consumer Protection and its executive regulations.
2. General Eligibility
To be eligible for a return, refund, or exchange, the following conditions must generally be met:
- The request must be made within 14 (fourteen) calendar days from the date of delivery.
- The product must be in its original, unopened condition, with all seals, packaging, and tags intact.
- A valid proof of purchase (original invoice) is required.
3. Products Not Eligible for Return (Non-Returnable Items)
Due to health, safety, and hygiene reasons, the following product categories are FINAL SALE and cannot be returned or refunded unless they are defective or damaged upon delivery:
- Opened or Used Grocery Items: This includes all food, beverages, and dietary supplements. Once the original packaging is opened or tampered with, the product cannot be returned for health and safety reasons.
- Personal Care & Healthcare Gadgets: Items such as lancet devices, insulin pens, syringes, and any other gadget that involves personal use for health monitoring, where the hygiene seal has been broken.
- Software & Opened Electronics: Health gadgets that include software which has been activated or registered.
- Products with Damaged or Removed Security Seals.
4. Grounds for Return & Required Evidence
| Reason for Return | Required Condition & Evidence |
|---|
| Defective or Damaged Product | Product is physically damaged, malfunctioning, or expired.
Evidence: Clear photos or a video of the damaged product, packaging, and shipping label. |
| Incorrect Product Shipped | You received an item different from what you ordered.
Evidence: Photos of the product received alongside the packing slip. |
| Expired Product | The product has passed its "Use By" or "Expiry" date.
Evidence: Clear photo of the expiry date on the product packaging. |
5. Return Process
To initiate a return, please follow these steps:
- Contact Us: Within 14 days of delivery, contact our Customer Happiness team at [email protected]. Please provide your order number and details of the issue.
- Provide Evidence: Our team will guide you and may request photographs or a video as evidence of the issue.
- Return Approval & Pickup: Once your return request is approved, we will arrange for a pickup of the item from your delivery address at no cost to you. Please do not ship the item back yourself unless instructed.
- Inspection: Upon receipt, our quality team will inspect the returned product to verify the issue.
6. Refund & Exchange Options
Once your return is received and inspected, we will notify you of the approval or rejection of your refund/exchange.
- Approved Refunds: If you paid by credit/debit card, the refund will be processed to your original method of payment. You will receive the credit within 7-14 business days, depending on your card issuer's policies. If you paid by Cash on Delivery (COD), the refund will be processed via bank transfer. You will be required to provide your IBAN details. The transfer will be initiated within 5-7 business days of approval.
- Exchanges: We will gladly exchange the product for the correct item or a similar product of equivalent value, subject to availability.
- Store Credit: Alternatively, you may opt for Diabmart store credit, which will be issued instantly to your account upon approval and can be used for future purchases.
7. Shipping Costs
- We will bear the cost of return shipping for items returned due to our error (e.g., incorrect or defective product).
- If the return is for any other reason not attributable to Diabmart (e.g., you changed your mind on an eligible, unopened item), the return shipping costs will be deducted from your refund.
8. Warranty on Health Gadgets
Most health gadgets (e.g., glucose meters, blood pressure monitors) come with a manufacturer's warranty. The warranty terms, period, and process will be detailed in the product's packaging. Please contact us for warranty claims, and we will facilitate the process with the manufacturer or supplier.
9. Contact Us
If you have any questions about this policy or your specific order, please get in touch with us:
- Email: [email protected]
- Working Hours: Sunday to Thursday, 9:00 AM to 6:00 PM (GST)
- Address: Dubai
10. Policy Updates
Diabmart reserves the right to modify this Return and Refund Policy at any time. Any changes will be posted on this page with an updated "Last Revised" date.
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