Refund Policy

Refund Policy To claim a refund, please check if the purchased Product(s) fall under the warranty as per the Warranty Policy. If the Product(s) are eligible under the warranty, you can claim a refund based on the following conditions:

1. Customers can claim a refund for purchased Product(s) within 3 days from the date of receiving the Product(s).
2. Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.
3. The refund amount only covers the cost of the purchased Product(s).
4. Shipping and payment processing charges are non-refundable.
5. If a coupon, discount, voucher, or special offer was part of the original order, the respective amount will be deducted from the refund.
   • If the mode of payment is online, the refund will be processed either as Store Credit or returned to the respective account/card used during the order (at the discretion of Askyr-Al-Hayah). This action is irreversible once completed.
   • If the mode of payment is cash on delivery, the refund will be provided in the form of Store Credit only. This action is also irreversible once completed.
6. Askyr-Al-Hayah reserves the right to compensate refund claims with coupons or vouchers as deemed appropriate.
7. Promotional items are strictly non-refundable unless there is a manufacturing defect, subject to the discretion of Askyr-Al-Hayah.

Refund Process If the Product(s) qualifies for a refund, please follow the steps below:

1. Raise a Complaint: Use the provided guide to raise a complaint and save the Complaint Number for reference.
2. Review: Our support team will review the case and approve the refund if the claim is valid
   • Multiple complaints for different products under one order can be filed. However, a pickup charge of QAR 25 applies to all subsequent complaints filed after the first one.

Pickup Process

Within UAE:

• Upon complaint approval, the product pickup process will begin.
• For claims raised within 3 days from delivery for orders that were delivered correctly, a pickup charge of QAR 25 will apply.
• If a pickup request is canceled, it can be rescheduled without additional charges. However, canceling the second pickup request will result in auto-closure of the claim ticket.

Outside UAE:

• Customers must return the Product(s) at their own expense to the Askyr-Al-Hayah warehouse in Al Barsha, Dubai, UAE.
• Shipping charges, customs, and taxes (if applicable) must be paid by the customer. The tracking number must be updated in the claim ticket within 3 days of ticket creation.
• All shipments must reach our warehouse within 15 days from the ticket creation date. If the item(s) is not received within this period, the complaint ticket will be closed.

Quick and Hassle-Free Warranty Products without a specific warranty period are considered non-warranty items, and complaints must be filed within 72 hours of delivery. Claims will be accepted based on the following conditions:

• Product(s) should be in unused condition and must not show signs of prior use.
• The original seal must remain intact.
• Product(s) must include complete original packaging, accessories, consumables, labels, documentation, and undamaged components.
• Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.
• For items returned due to customer dissatisfaction (not damaged), a pickup charge of QAR 25 and a restocking fee of 15% of the product value will apply.
• Free-size or multicolor Product(s) are not eligible for exchange/return. Items listed as multi-color, free-size, assorted color, or assorted design are subject to availability, and their size/color cannot be guaranteed.