Refund policy

General

This Policy sets out the procedure for cancelling orders, returning goods, exchanges, and refunds on the welaza.com website and related applications (hereinafter the Platform).
This Policy applies both to goods sold by WELAZA GENERAL TRADING L.L.C S.O.C and to goods of third-party sellers. Regardless of who the seller is, the request is submitted to Welaza, and Welaza ensures that it is considered.
This Policy applies together with the Terms of Use and Sale and the Warranty Policy.
This Policy does not limit the rights granted to you by UAE consumer protection legislation. In the event of any discrepancy, the provision more favourable to you applies.

Time limits you should know

Situation	Time limit
Cancellation of an order	before the order is passed for picking and packing
Notification of a defect that poses a safety risk	24 hours from discovery
Notification of any other defect	7 days from discovery
Bringing a claim in respect of defective goods	30 days from discovery of the defect
Return of non-defective goods without giving reasons	14 days from the date of delivery
Notification of non-delivery, shortage, or damage on receipt	24 hours from delivery
Consideration of a request	3 days
Refund after approval	2–10 days depending on the payment provider and the issuing bank

Cancellation of an order

An order may be cancelled up until the moment it is passed for picking and packing. After that, cancellation is not available and the procedure for returning goods applies.
Cancellation is carried out in your personal account or through customer support.
Where an order is cancelled, the funds are refunded in full, including the cost of delivery.
We may cancel an order in the cases provided for in clause 5.4 of the Terms of Use and Sale. In such a case, the funds are refunded in full.

Return of non-defective goods

You may return goods of satisfactory quality within 14 days of the date of delivery, provided that:

- the goods have not been used;

- their saleable condition, completeness, and original packaging have been preserved;

- the protective film, seal, or hygiene seal has not been broken – this condition applies only to the categories of goods listed in the table in clause 5.2. For all other goods, the only conditions for return are that the goods are unused and that their saleable condition and completeness have been preserved.

The cost of return delivery in this case is borne by you, except where we have agreed otherwise.
The original delivery cost is refunded where the entire order is returned. In the case of a partial return, the delivery cost is not refunded.

Categories for which return is restricted

The restrictions provided for in this section concern only the return of goods of satisfactory quality (section 4) and apply exclusively in the three cases provided for in Article 34 of UAE Cabinet Decision No. 66 of 2023, namely where: (1) you were notified of the defect prior to purchase; (2) the goods by their nature are not returnable; (3) the goods are perishable. No other ground for refusing the return of goods of satisfactory quality applies.
Accordingly, the following categories of goods are not accepted for return as goods of satisfactory quality:

Category	Goods	Ground for the restriction under Article 34
Perishable products	fresh vegetables, fruit, herbs, frozen products, vegan convenience foods, chilled drinks, bakery products	the perishable nature of the goods
Food supplements and sports nutrition with broken protective packaging	opened food supplements, vitamins, proteins, sports nutrition, herbal teas – where the protective membrane or seal has been broken	the nature of the goods: hygiene requirements and the impossibility of resale
Cosmetics and personal hygiene products	opened or used cosmetics (serums, creams, masks), toothbrushes, solid shampoos, deodorants, perfumery	the nature of the goods and hygiene requirements
Pet products	opened packages of pet food and treats, used pet hygiene accessories	the nature of the goods and hygiene requirements
Textiles in direct contact with the body	unpackaged underwear, swimwear, socks, bed linen	the nature of the goods and hygiene requirements
Digital goods	digital goods, electronic certificates, subscriptions, gift vouchers	the nature of the goods
Custom-made goods	goods manufactured or assembled to individual order	the nature of the goods
Discounted goods with a disclosed defect	goods purchased as discounted with express indication of the specific defect	the customer’s awareness of the defect prior to purchase; the restriction applies only in respect of that defect

The restrictions set out in clause 5.2 do not apply to any of the categories listed where the goods:

- have a defect;

- do not correspond to the description on the Platform;

- were delivered damaged or in breach of the temperature regime;

- have an expired shelf life at the time of delivery;

- were delivered with a remaining shelf life shorter than the minimum remaining shelf life stated in the Warranty Policy;

- were delivered in error instead of the goods ordered.

In the cases specified in clause 5.3, the goods are returnable irrespective of the category to which they belong, and the cost of return delivery is borne by us. The procedure in such cases is set out in section 6.

Defective, damaged, or non-conforming goods

If the goods have a defect, notify us:

- within 24 hours where the defect poses a risk to your safety or health;

- within 7 days in all other cases.

A claim in respect of defective goods may be brought within 30 days of the discovery of the defect.
Attach to your request the order number, a description of the problem, and photographs of the goods and the packaging. For food products – also a photograph of the labelling showing the expiry date and the batch number.
We may request the return of the goods for inspection. The cost of such delivery is borne by us.
Where a laboratory examination is required, it is carried out within the time limits established by Article 37 of Decision No. 66 of 2023 – up to 15 days for food products and up to 30 days for other goods. We notify you of the result within 3 working days of the date on which we receive it.
Where a request is confirmed, you choose one of the following options: replacement of the goods, repair (where repair is applicable to the goods), a full refund, or a partial refund if you keep the goods.
If a service provided to you was performed improperly, you are entitled to a full refund, a partial refund in respect of the unused portion, or proper performance of the service – in accordance with Article 13 of Decision No. 66 of 2023.

Problems on receipt

Check the integrity of the packaging and the completeness of the order on receipt.
Notify us of any shortage, damage, or receipt of the wrong goods within 24 hours of delivery.
If you have received a delivery notification but the goods were not handed over to you, notify us within 24 hours.
You have the right to refuse to accept a parcel with visible damage to the packaging. In that case, the funds are refunded in full.
The 24 hours time limit specified in clauses 7.2 and 7.3 concerns exclusively notification of the circumstances of the handover itself – non-delivery, shortage, receipt of the wrong goods, and visible damage to the packaging. That time limit does not restrict your rights in respect of defects in the goods provided for in sections 5 and 6, in particular the 7 days time limit for notifying a defect and the 30 days time limit for bringing a claim.
If you have expressly instructed that the order be left without personal handover – for example, at the door or in another agreed place – the time limit for notifying non-delivery (clause 7.3) and the right to refuse to accept a parcel with visible damage to the packaging (clause 7.4) do not apply to such an order, because the handover does not take place in your presence. This does not affect your rights in respect of defects in the goods provided for in sections 5 and 6.

How to submit a request

A request may be submitted:

- through your personal account, the “My Orders” section;

- to info@welaza.com;

- through the chat on the Platform;

- by telephone on +971 52 913 5717.

We confirm receipt of the request and notify you of the outcome of its consideration within the time limit specified in section 2.
If a request is rejected, we inform you of the ground for the refusal. You have the right to provide additional explanations or to challenge the decision in accordance with section 13 of the Terms of Use and Sale.

Refunds

Funds are refunded by the same method as that used for payment, unless otherwise agreed.
A refund to a bank account or card is credited within the period set by your bank or payment provider. We initiate the refund within 1 working day of the date on which the request is approved.
With your written consent, a refund may be made in the form of credit on the Platform. We do not impose this method and do not make it the only one available.
For orders paid for on delivery, the refund is made by bank transfer to the details you provide.
We notify you when a refund has been made.

Goods of third-party sellers (Basic Partnership Model)

Goods on the Platform are sold under one of two models of cooperation with suppliers. The model under which particular goods are sold, and the seller’s details, are stated on the product page.
Fulfilment Model. Welaza purchases the goods from the supplier and sells them in its own name, and therefore the seller of the goods is WELAZA GENERAL TRADING L.L.C S.O.C. This section does not apply to such goods: returns are carried out under the general procedure established by sections 3–9.
Basic Partnership Model. The seller of the goods is a third-party seller, and Welaza acts as its disclosed agent. This section applies to such goods.
For goods sold under the Basic Partnership Model, the return procedure is the same. You contact Welaza, and Welaza arranges the consideration of the request, the return of the goods, and the refund.
Welaza is liable to you for defects in such goods in accordance with Article 40 of Decision No. 66 of 2023, irrespective of the fact that the seller is a third party.
The internal settlements between Welaza and the seller do not concern you and are not a ground for delaying the consideration of your request.

Abuse

We may restrict access to the returns services where the number and nature of requests indicate systematic abuse – in particular, the return of used goods as new or repeated claims of non-delivery without supporting evidence.
Such a restriction is applied only after you have been notified of the circumstances identified and given an opportunity to provide an explanation. The restriction does not extend to claims in respect of defective or unsafe goods.