سياسة الإسترجاع

Return and Refund Policy

• Timeframe: You must submit your refund request within 30 calendar days of delivery. Send requests to contact@elitecucine.com, including your order details.
• Product Condition: Items must be unused, in their original packaging, and in the same condition as received. Products showing signs of use, damage (unrelated to delivery), or missing parts are not eligible.

Upon receiving your request, our team will:

• Issue a refund if all requirements are met.
• If more than 30 days have passed since delivery or the item has been used or modified, it will not qualify for a refund. We advise checking your items upon receipt to confirm they meet your expectations.

Refund Approval Process

• Submission: Contact contact@elitecucine.com with your order number, delivery date, and reason for the refund. Include photos if relevant (e.g., for damaged items).
• Evaluation: Our team will assess your request against this policy and may request additional details or the return of the item.
• Decision: We’ll notify you via email about whether your refund is approved or denied, providing reasons for our decision.
• Processing: Approved refunds will be processed within 5-10 business days, credited to your original payment method (e.g., credit card, bank transfer, or digital wallet). Processing times may vary depending on your bank or payment provider.

• Damaged or Defective Items: If a product arrives broken, faulty, or defective, notify us within 7 days of delivery with clear photographic evidence.
• Incorrect Shipments: If you receive an item that differs from your order (e.g., wrong color, size, or product), contact us within 7 days for a resolution.
• Non-Delivery: If your order doesn’t arrive within the estimated delivery timeframe provided at checkout (excluding delays due to customs, weather, or unforeseen events), you may request a refund after we confirm the issue with our shipping partners.
• Quality Issues: If a product does not meet reasonable quality standards (e.g., substandard craftsmanship), we’ll review the item upon return and may offer a refund or replacement if justified.

• Check Your Account: Verify your bank or payment method statement to confirm the refund hasn’t been processed.
• Contact Your Provider: Reach out to your credit card company or bank, as refunds may take 5-15 business days to appear, depending on their policies.
• Follow Up with Us: If the refund is still missing, email contact@elitecucine.com with your order details, and we’ll investigate with our payment processor to address the delay.

• Return Shipping: You are responsible for return shipping costs unless the item is defective, damaged, or incorrect, in which case we’ll provide a prepaid shipping label or reimburse reasonable shipping expenses upon receipt of the item.
• Original Shipping Fees: Initial shipping fees paid at checkout are non-refundable unless the return results from our error (e.g., incorrect item shipped).
• Condition Requirements: Returned items must be unused, in their original packaging, and include all accessories or documentation. We may reject returns that fail to meet these standards.

• Consumer Protections: Under UAE Federal Law No. 15 of 2020, you’re entitled to return defective or substandard goods within a reasonable period for a refund, repair, or replacement at no additional cost. Our policy complies with these rights.
• Local Dispute Resolution: If you disagree with our refund decision, you may contact the UAE Department of Economic Development (DED) in your emirate (e.g., Dubai DED or Sharjah DED) for support or mediation, per local regulations.
• Payment Options: Refunds will be issued to your original payment method. For cash-on-delivery orders, we’ll issue refunds via bank transfer—please provide a valid UAE bank account number and IBAN when requested.
• Customs Delays: For shipments entering the UAE, customs delays may impact delivery timelines. We’ll assist with tracking but cannot refund shipping costs for such delays unless the item is lost.

• Sale Items: Products purchased during sales or at discounted prices may have restricted refund eligibility, with terms specified at the time of purchase.
• Customized Products: Items customized to your specifications (e.g., engraved or bespoke goods) are non-refundable unless defective or not as ordered.
• Hygiene-Sensitive Goods: Products like masks or filters, once unsealed, cannot be returned unless faulty, per UAE health and safety regulations.
• Third-Party Vendors: If a product is sold by a third-party vendor on our Site, their return policy may apply, and we’ll facilitate communication with them.