Return and Refund Policy

Our Policies

At S-Pack Dubai, we strive to provide excellent customer service and ensure your satisfaction with our products. We understand that sometimes situations arise where returns and refunds may be necessary. Therefore, we have established a Return and Refund Policy to address such instances.

Returns

If you receive a product that is damaged, defective, or does not meet your expectations, please contact our customer service team within 2 days of receiving the order. We will guide you through the return process and provide instructions on how to return the item(s) for inspection.

Refunds

Once we receive and inspect the returned item(s) within 14 – 21 working days from the date of receiving the return package (working days do not include Saturday and Sunday or any public holidays), we will notify you of the approval or rejection of your refund request. If the return is approved, we will initiate a refund to your original payment method. The refund amount will include the cost of the returned item(s), excluding any shipping or handling charges.

Non-Returnable Items

Certain items may not be eligible for return or refund due to hygiene or safety reasons. These may include cleaning items, promotional Items, Hygiene items, perishable goods, customized or personalized items, and products that are explicitly marked as non-returnable. Please contact our customer service team for clarification on whether an item is returnable.

Damaged or Lost Shipments

If your order arrives damaged or is lost during transit, please notify our customer service team immediately. We may require photographic evidence of the damage or loss to initiate a claim with the shipping carrier. We will work with you to find a satisfactory resolution, which may include a replacement or refund for the damaged or lost items.

Shipping Costs

Unless the return is due to an error on our part, such as shipping the wrong item, you will be responsible for covering the return shipping costs. We recommend using a trackable shipping service to ensure that the returned item(s) reach us safely.

Exchange

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us.