The most common questions

Q: I received a defective / damaged product, can I get it refunded?

If the item you received is damaged or if it becomes defective, You can return the product within 30 days from the date it was received, provided that it is in the same condition that you received it with the original box intact and / or the package intact, Once we receive the returned item, We’ll check it out, If the product is found to be defective or damaged, We will refund the value of the product paid with any shipping fees that have been paid within one week from the date of your request to return the product.

s : You received a wrong product, How do I return it?

In the unusual circumstances where the product received is faulty, You can return the product in the same condition as it was received with the original box intact and / or the package intact. Once we receive the returned item, We will refund the amount paid as long as the refund is made within 14 days.

s: When is a “return” not possible?

There are some situations where it can be difficult for us to support returns:

  1. If the return is requested outside the specified time frame of 14 days or 30 days for defective or non-conforming products from the day of receipt.
  2. If the product is used, Corrupted or not in the same condition that you received it.
  3. Certain non-returnable categories such as underwear, Cosmetics, socks … etc.
  4. Defective products covered by the manufacturer’s warranty
  5. Any consumable product that has been used or installed.
  6. Products with tampered or fake serial number.
  7. Anything missing from the package you received including price tags, stickers, original packaging, complimentary accessories and accessories.
  8. Fragile and personal hygiene products

s: I have changed my mind; Can I return what I bought?

If you change your mind before receiving your item, All you have to do is contact us to cancel your order and we will refund the payment with any shipping fees applicable. If you want to return the product after receiving it, You have up to 14 days to return it. Subject to the rules mentioned below:

  1. The product should not be in the “non-returnable products” list.
  2. The product should not be from the liquidation goods and it is clearly stated that it is not subject to return.
  3. Only products whose “retail packaging” has never been opened (sealed box / sealed) and still have their original seal can be returned.

s: What products cannot be returned?

Products that cannot be returned are:

  1. The product should not be from the liquidation goods and it is clearly stated that it is not subject to return.
  2. When the offer notes specifically state that the product cannot be returned.

Products that fall under the below mentioned types:

Underwear
Socks
Software
Music albums
Books
Swimwear
Cosmetics and perfumes
Women’s socks

Also, Any consumable products used or installed cannot be returned. As indicated in the Consumer Protection Law and its implementing regulations and in the Non-Returnable Products section.

s: How long does it take to receive a returned product?

Usually, A shipping company representative will contact you within 3-5 days from the day you requested the return.

s: Can I make an appointment with the shipping company to return an item?

At present, You will not be able to contact the shipping company directly. However, As soon as the representative of the shipping company contacts you to receive the product, you can provide him with your preferred time.

s: Can I return my product after 14 days?

There might be situations where you were unable to return products within 14 days, In these cases, Please contact our customer service team or through the “Contact Us” page to file a complaint. Complaints are dealt with on a case-by-case basis. However, All returns accepted in accordance with consumer protection laws must be within the specified period.

s: How can I get a refund if my payment method is a credit card?

If you have paid by electronic means (credit or debit card), The amount paid will be refunded to your card. The amount paid may take up to a month to appear on your card account statement or Visa or Mastercard Or K-Net, Depending on how long the bank takes to complete this process.

s: I have paid via the “Cash on Delivery” service, How will I get my money back?

  • If you have paid via the “Pay Cash on Delivery” service, the amount will be refunded in the form of a balance from Arbbuy.com and it will be added to your Arbbuy.com wallet. You can then use Arbbuy.com balance to either make new purchases easily. On Arbbuy.com or simply transfer the balance to your personal bank account.
  • For security purposes, the name on the bank account must be the same as the name on your Arbbuy.com wallet and account.
  • Making a purchase that is less than or equal to the available balance in Arbbuy.com wallet:
    If the total amount of the new purchase including the shipping fee is less than or equal to the available balance in Arbbuy.com’s wallet, the system will inform you that there is sufficient balance in Arbbuy.com’s wallet. You will then need to click “Submit Order” and the new purchase amount will be deducted from your available balance.
    Purchasing more than the available balance in Arbbuy.com wallet:
    If the total amount of the new purchase including the shipping fee is more than the available balance in Arbbuy.com wallet, you will need to choose a credit card payment method.

s: Can I exchange or change a product instead of a refund?

At this time, Arbbuy.com does not support a product exchange or exchange policy; However, you can still return the product and get a full refund.

s: I lost the original box in which you received the product, How can I return it?

We accept to return the product only if it is in its original unopened box or packaging with all labels and barcodes on it. But in this case, Please check our Help Center for more information.

s: What does “Retail Packaging” mean for a product that has never been opened (closed box / riveted)?

It means that the product is new, unused, unopened, undamaged, and in its original package. The package must be the same when it was delivered to you.

s: Can I return a product through my delivery company or have it personally delivered anywhere?

At present, The product can only be returned to us through one of our shipping companies.

s: Who pays for shipping charges when returning an item?

You can return the product for free within 14 days and 30 days for products that are defective or not in conformity with the specifications from the date of delivery, as Arbbuy.com will cover all shipping fees.

s: Where can I find the prepaid shipping label / bill of lading?

Once you submit a return request, A prepaid / shipping bill will be emailed to you to ensure that the product can be returned for free.