AL FAN EMIRATES
General Trading LLC — UAE
Effective Date: 1 October 2026 | In compliance with UAE Federal Law No. 15 of 2020
Bilingual Policy / سياسة ثنائية اللغة: This policy is provided in English and Arabic. In case of any discrepancy, the Arabic text shall prevail in accordance with UAE law.
14
Day Return Window
7
Days Refund Processing
7
UAE Branches
Free
Defective Item Returns
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1. Policy Overview
نظرة عامة على السياسة
Al Fan Emirates General Trading LLC (“Al Fan Emirates”, “we”, “us”) is committed to your complete satisfaction. This Refund & Return Policy applies to all purchases made through our website, mobile application, and any of our retail branches across the UAE.
Our policy is fully compliant with the UAE Federal Law No. 15 of 2020 on Consumer Protection, Federal Decree-Law No. 14 of 2023, and Cabinet Resolution No. 66 of 2023.
تلتزم شركة الفن الإمارات للتجارة العامة ذ.م.م بتقديم أفضل تجربة تسوق لعملائها. تنطبق هذه السياسة على جميع المشتريات عبر الموقع الإلكتروني أو التطبيق أو أي من فروعنا في الإمارات.
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2. Return Window
مدة الإرجاع
✅ 14-Day Return GuaranteeYou may return most items within14 calendar daysof receiving your order (online) or date of purchase (in-store), provided all return conditions below are met.
For online orders, the 14-day period begins from the date of delivery confirmed by our courier. For in-store purchases, the period begins from the date printed on your receipt.
يحق للعميل إرجاع معظم المنتجات خلال 14 يومًا تقويميًا من تاريخ الاستلام (للمشتريات الإلكترونية) أو تاريخ الشراء (للمشتريات من المتجر)، شريطة استيفاء جميع شروط الإرجاع المذكورة أدناه.
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3. Return Conditions
شروط الإرجاع
To be eligible for a return, the item must meet all of the following conditions:
- Returned within 14 days of purchase/delivery
- Item is in its original, unused, and unworn condition
- All original packaging, tags, labels, and accessories are intact
- Original receipt or proof of purchase is presented
- Item has not been washed, altered, or damaged by the customer
- Sealed items (cosmetics, hygiene products) are unopened and seal is unbroken
⚠️ Items Not Eligible for ReturnItems that do not meet the above conditions will not be accepted for return. Al Fan Emirates reserves the right to refuse returns that do not comply with this policy.
يجب أن تستوفي المنتجات جميع الشروط المذكورة أعلاه لقبول طلب الإرجاع. يحق لشركة الفن الإمارات رفض طلبات الإرجاع غير المستوفية للشروط.
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4. Defective or Wrong Items
المنتجات المعيبة أو الخاطئة
If you receive a defective, damaged, or incorrect item, you are entitled to a full remedy under UAE Consumer Protection Law. Please contact us within 7 days of receiving the item.
For defective or wrong items, Al Fan Emirates will:
- Arrange free collection from your address (online orders)
- Offer a full refund, replacement, or store credit — your choice
- Process the remedy within 7 working days of receiving the returned item
✅ No Cost to YouAll return shipping and collection costs are covered by Al Fan Emirates for defective or incorrectly dispatched items.
في حالة استلام منتج معيب أو تالف أو مختلف عما طلبته، يحق لك الحصول على استبدال كامل أو استرداد أموالك. يرجى التواصل معنا خلال 7 أيام من الاستلام.
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5. Refund Method & Timeline
طريقة الاسترداد والمدة الزمنية
Once your returned item is received and inspected, we will process your refund as follows:
| Payment Method | Refund Method | Processing Time |
|---|---|---|
| Credit / Debit Card | Reversed to original card | 5–7 working days |
| Cash (In-Store) | Cash refund at branch | Same day |
| Online Bank Transfer | Bank transfer to original account | 5–7 working days |
| Store Credit / Voucher | Store credit (valid 12 months) | Within 24 hours |
Note: Bank processing times may vary depending on your financial institution. Al Fan Emirates is not responsible for delays caused by third-party banks.
سيتم معالجة استرداد الأموال وفقًا لطريقة الدفع الأصلية خلال 5–7 أيام عمل للدفع الإلكتروني، ويومها للدفع النقدي.
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6. Non-Returnable Items
المنتجات غير القابلة للإرجاع
The following categories are not eligible for return or refund unless proven defective:
| Category | Returnable | Exception (if defective) |
|---|---|---|
| Undergarments & Swimwear | No | Yes, within 7 days |
| Cosmetics & Skincare (opened) | No | Yes, if sealed/unopened |
| Personalised / Custom Items | No | Yes, if wrong item sent |
| Perishable Goods | No | Report within 24 hours |
| Sale / Clearance Items | No | Yes, if proven defective |
| Apparel (with tags, unworn) | Yes | 14-day standard policy |
| Household Items (unused) | Yes | 14-day standard policy |
المنتجات المذكورة في الجدول غير قابلة للإرجاع إلا في حالة ثبوت وجود عيب مصنعي.
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7. How to Return an Item
كيفية إرجاع منتج
For Online Orders:
- Contact our customer service team via WhatsApp, email, or phone within 14 days
- Provide your order number, item details, and reason for return
- Our team will confirm eligibility and arrange collection or drop-off instructions
- Pack the item securely in its original packaging
- Once received and inspected, your refund will be processed within 7 working days
For In-Store Returns:
- Visit any Al Fan Emirates branch with the item and original receipt
- Speak to the branch manager or customer service desk
- The return will be assessed on-site and processed immediately if eligible
للإرجاع عبر الإنترنت: تواصل مع فريق خدمة العملاء خلال 14 يومًا وأرسل رقم الطلب وسبب الإرجاع. للإرجاع من المتجر: قم بزيارة أي فرع مع المنتج والإيصال الأصلي.
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8. Exchanges
استبدال المنتجات
Al Fan Emirates offers free exchanges on eligible items for a different size, colour, or variant, subject to availability. Exchange requests must be made within the 14-day return window.
If the desired exchange item is of a higher value, the difference will be charged. If it is of a lower value, the difference will be refunded or added to your store credit.
يمكن استبدال المنتجات المؤهلة بمقاس أو لون مختلف خلال 14 يومًا، وفقًا للتوفر. في حالة اختلاف الأسعار، سيتم احتساب الفرق أو استرداده.
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9. Your Rights Under UAE Law
حقوقك بموجب القانون الإماراتي
As a consumer in the UAE, you are protected by:
- Federal Law No. 15 of 2020 on Consumer Protection — guarantees your right to return defective goods and receive accurate product information
- Federal Decree-Law No. 14 of 2023 — updates to consumer protection covering e-commerce transactions
- Cabinet Resolution No. 66 of 2023 — sets minimum return and refund standards for all UAE retailers
If you believe your rights have not been respected, you may file a complaint with the Ministry of Economy UAE or the relevant emirate’s Consumer Protection Department.
📞 UAE Consumer Protection HotlineMinistry of Economy: 800-ECONO (32666) | consumer.protection.ae
يحق لك تقديم شكوى لوزارة الاقتصاد الإماراتية أو دائرة حماية المستهلك في إمارتك في حال عدم احترام حقوقك.
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10. Contact Us / تواصل معنا
للتواصل مع فريق خدمة العملاء
For any return, refund, or exchange enquiry, please reach our customer service team:
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customerservice@alfaneim.com
Reply within 1 business day
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+971 55 723 9586
Mon–Sun, 8am–10pm
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In-Store
6 Branches — UAE
Ajman · Abu Dhabi · Dubai · Sharjah · Fujairah · Al Ain
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11. Policy Updates
تحديثات السياسة
Al Fan Emirates reserves the right to update this Refund & Return Policy at any time in line with changes to UAE legislation or our business practices. The effective date at the top of this page will be updated accordingly. Continued use of our website or services after any changes constitutes your acceptance of the updated policy.
تحتفظ شركة الفن الإمارات بحق تحديث هذه السياسة في أي وقت. تاريخ السريان المذكور أعلى الصفحة سيُحدَّث عند كل مراجعة.AL FAN EMIRATES General Trading LLC
Licensed in the UAE · 6 Branches across 6 Emirates
Retail Trading · Apparels · Household · Cosmetics & General
© 2026 Al Fan Emirates General Trading LLC. All rights reserved.