Refund policy

At Jawhara, customer satisfaction is important to us. We aim to provide useful, quality-checked products for customers across the United Arab Emirates. Please read our return, replacement, and refund policy carefully before placing an order.

Return & Replacement Eligibility

We offer replacement only in the following cases:

  • The item received is damaged
  • The wrong item has been delivered
  • The product is defective upon arrival
  • The product is missing important parts or accessories, if applicable

To be eligible for a replacement, the issue must be reported within the allowed notification period and must meet our claim requirements.

Notification Period

Any issue with your order must be reported within 7 days of receiving the product.

Requests submitted after 7 days may not be accepted.

Proof of Claim

To process a replacement request, customers must provide clear proof of the issue.

Required proof may include:

  • Clear photos of the product
  • Video showing the defect or damage
  • Order number
  • Customer name and phone number
  • Photos of the packaging, if the item arrived damaged

Jawhara reserves the right to reject any claim if the provided proof is unclear, incomplete, or does not support the request.

Non-Eligible Cases

We do not accept returns, refunds, or replacements in the following cases:

  • Change of mind
  • The customer no longer wants the product
  • An incorrect product was ordered by the customer
  • Incorrect address or contact details provided by the customer
  • Product damaged due to misuse, improper handling, or accidental damage after delivery
  • Minor color, design, size, or appearance differences caused by lighting, photography, screen display, or supplier batch variations
  • Products that have been used, altered, installed, washed, damaged, or are not in their original condition
  • Packaging damage only, if the product itself is not damaged or defective

Replacement Process

Once we receive your replacement request, our support team will review the case.

If approved, the replacement request will be processed within 5 to 14 business days, depending on product availability, supplier processing, and courier timelines.

In some cases, the customer may be required to return the damaged, defective, or incorrect item before a replacement is dispatched.

Refund Policy

All sales are considered final. We do not offer refunds on delivered orders.

For items that are damaged, defective, or incorrect, we provide a replacement instead of a refund.

In exceptional cases, such as confirmed non-delivery, lost shipment, or product unavailability after payment, Jawhara may issue a refund or reshipment at its sole discretion.

Cash on Delivery Orders

For Cash on Delivery orders, customers are requested to provide correct contact details and remain available for order confirmation and delivery.

If an order is refused at delivery without a valid reason, future COD orders may be limited or cancelled.

Order Cancellation

Orders can only be cancelled before dispatch.

Once an order has been processed, packed, or dispatched, cancellation may no longer be possible.

Final Decision

Jawhara reserves the right to approve, reject, or request more information for any return, replacement, or refund claim.

By placing an order on our website, you acknowledge and agree to this Return & Refund Policy.

Contact Us

For return or replacement requests, don't hesitate to get in touch with our customer support team through the contact details available on our website.

Jawhara
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