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FAQs - Frequently Asked Questions


Q1. Customer received a defective/damaged item; can he/she get a refund? 

A. Make sure that customer check the item at the time of delivery when customer received it. In case the item customer received is damaged or defective, customer could return an item in the same condition as customer received it with the original box and/or packaging intact at a same time or within 2 working days customer can send us defective or damaged item. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any delivery or shipping fees incurred.

Q2. What if customer bought an item outside UAE through klikdubai.com and I want to return it? 

A. In case customer bought an item outside UAE customer can contact CSR via email or via phone call and we will take customer as a valuable customer

Q3. Customer received a wrong item, how can he/she return it? 

A. In the unusual circumstance where the item received is wrong, customer can return the item in the same condition he/she received and in the original box and/or packaging intact. Once klikdubai.com receives the returned item, we will process the refund along with free 2 working day returns.

Q4. Customer has changed my mind; can he/she return the purchased product(s)/item(s)? 

A. If customer changes his mind before receiving item, just call us to cancel order before order is dispatched and we will process the refund along with any delivery/shipping fees applied. If customer wish to return the item after receiving it, customer have up to 2 working days to return them, keeping the below policy in mind. The item is not on the Non-Returnable list; like inner-wear, underwear, lingerie, freebies swimwear, socks, clothing, earrings, nose pin, cosmetics, jewelry, certain beauty products, software, music album books,  or certain item(s)/product(s) with non refundable, non returnable, nonexchangeable tag cannot be returned, refund or exchanged . Clearance items clearly marked as such and displaying a No-Return Policy. When the offer notes states so specifically are items that cannot be returned. Customer can’t return clearance Items clearly marked as non-returnable and displaying a No-Return Policy. Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal can be returned. 

Q5. Can customer schedule time with the courier to return an item? 

A. At the moment, customer will not be able to contact the delivery driver or Courier Company directly, customer can contact us we will update customer continuously .However, once our delivery driver or courier representative contacts customer to schedule the time for the pick-up of a return item, customer may provide preferred timings and location to them.

Q6. Can customer return Clothing & Fashion accessories? 

A. Customer can return any clothing item or fashion accessory within 2 working days in the same condition customer received and in the original box and/or packaging intact, as long as the item is: not listed in the, not Clearance Items clearly marked as such and displaying a No-Return Policy in the same condition as received and with the original packaging box and tags attached

Q7. When are ‘Returns’ not possible? 

A. There are a few certain scenarios where it is difficult for us to support returns:

  • Return request is made outside the specified time frame, of 2 working days from delivery. 
  • Products with tampered or missing serial numbers
  • Product is used, damaged, or is not in the same condition as customer received it.
  • Fragile items, hygiene related items
  • Defective products which are covered under the manufacturer's warranty
  • Any consumable item which has been used or installed
  • Specific categories like inner-wear, underwear, lingerie, freebies swimwear, socks, clothing, earrings, nose pin, cosmetics, jewelry, certain beauty products, software, music album books,  or certain item(s)/product(s) with non refundable, non returnable, nonexchangeable tag cannot be returned, refund or exchanged 
  • Anything missing from the package customer received including price tags, labels, original packing, freebies and accessories

Q8. What are the items that cannot be returned? 

A. The items that cannot be returned are: clearance items clearly marked as such and displaying a No-Return Policy. When the offer notes states so specifically are items that cannot be returned. Items that fall into the below product types-Also, any consumable items that are used or installed cannot be returned. As outlined in consumer Protection Rights and concerning section on non-returnable items.

Q9. Customer lost the Original Packing in which I received the item, how can I still return it? 

A. We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and bar-codes on it, however in this case, please contact our CSR team

Q10. How long does it take the courier/delivery driver to collect the returned items? 

A. Typically, delivery driver/ Courier representative will contact customer within 2-5 working days from the working day customer requested a return. However, it might sometimes take up to two weeks for a courier/delivery driver to collect the item.

Q11. Can customer return my item after 2 working days? 

A. There may be situations in which customer were not able to return items within the 2 working days, in such cases please contact our CSR team or through the Contact Us page to file a complaint. Complaints are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration. 

Q12. Can customer replace or Exchange an item rather than a refund? 

A. Yes, if item is available, replacement or exchange of an item is possible

Q13. Customer paid through Cash on Delivery, how will I receive a refund for my item? 

A. If customers have paid through Cash on Delivery COD, the money would be refunded and credited to customer klikdubai.com account. From customer account, he/she can either easily make new purchases on klikdubai.com or simply transfer the credit balance to personal bank account. For security purposes, the name on the bank account and on klikdubai.com account must be the same. 

Making a purchase less than or equal to the available klikdubai account: If the total amount of customer new purchase including the delivery/shipping charges is less than or equal to customer available balance, the system will advise that there is enough balance in customer klikdubai account, he/she will then need to click on "Click to Order" and the amount for customer new purchase will be deducted from customer available balance. 

Making a purchase more than the available klikdubai account, if the total amount of customer new purchase including the shipping charges is more than available klikdubai account, customer can choose an online payment method Credit Card / PayPal to pay the difference, to complete customer purchase. The system will then deduct the available amount from customer klikdubai account and the remaining outstanding amount will be charged to the chosen online payment method (customer are unable to pay any difference in the amount by Cash on delivery). If customer chosen payment method is Cash on Delivery, the full amount will need to be paid to the courier, no amount will be taken from customer klikdubai.com account

Q14. What does it mean by ‘Retail packaging’ never opened (sealed & closed box)? 

A. A brand-new, unused, unopened, undamaged item in its original packaging same as when it was delivered to customer

Q15: How can I receive a refund if I paid by Credit Card? 

A. If customers have paid through electronic means, Credit or Debit card, the paid amount will be refunded to customer card. The amount paid may take up to a month to reflect in customer card statement, depending on individual’s bank process. 

Q16. Can customer return an item through any courier company or personally drop it anywhere? 

A. At the moment, the item can be returned to us only though one of our assigned delivery drivers and courier services.