At Emirates Trading Store, we want you to have a positive shopping experience. If you receive a product that is damaged, defective, incorrect, or otherwise eligible under this policy, you may request an exchange subject to the conditions below.
1. Eligibility for Exchange
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Exchange requests should be submitted within 7 days of receiving your order, subject to applicable law.
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The product should be unused and in its original condition, where applicable.
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The product should be returned with its original packaging, tags, accessories, and other included items, where applicable.
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Products damaged through misuse, altered, or returned with missing essential items may not qualify for an exchange, subject to your legal rights.
2. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact our customer support team within 48 hours of delivery, where possible.
Please provide your order number and clear photographs or videos showing the product and its packaging to help us assess the issue.
We will review your request and determine an appropriate resolution in accordance with this policy and applicable law. An exchange may be arranged if approved and the replacement product is available.
Reporting an issue after 48 hours will not automatically remove any mandatory rights you may have under applicable law.
3. Exchange Process
To request an exchange:
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Contact our customer support team through the contact channel provided on our website.
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Share your order number and the reason for your exchange request.
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Provide any photographs or additional information requested to assess the issue.
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Wait for confirmation and return instructions before sending the product back.
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Follow the instructions provided to complete the exchange process.
Please do not send a product back before receiving the applicable return instructions.
4. Exchange Shipping Costs
Shipping costs for an exchange may depend on the reason for the request and applicable law.
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Wrong, damaged, or defective products: Emirates Trading Store will address applicable exchange shipping costs in accordance with the circumstances and applicable legal requirements.
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Change of mind or personal preference: Exchange or delivery charges may apply where permitted and where the applicable charges have been communicated.
Any charges will be handled in accordance with applicable law and our published policies.
5. Products That May Not Be Eligible for Exchange
Certain products may have exchange restrictions due to hygiene, safety, customization, product condition, or other product-specific considerations, where permitted by applicable law.
Any applicable restrictions should be communicated on the relevant product page or before purchase.
Nothing in this section limits mandatory consumer rights.
6. Refunds
An exchange request does not automatically result in a refund.
Where a refund is appropriate or legally required, it will be handled in accordance with our Returns & Refund Policy and applicable law.
If the requested replacement is unavailable, we will consider the appropriate next steps in accordance with the circumstances and applicable legal requirements.
7. Exchange Approval
Returned products may be inspected to assess their condition and eligibility for exchange.
An exchange may be declined where the product does not meet the applicable conditions, subject to any mandatory rights and protections under applicable law.
8. Important Information
This policy explains the general exchange procedures of Emirates Trading Store. It should be read together with our Returns & Refund Policy.
Nothing in this policy is intended to exclude or restrict any rights customers are entitled to under applicable consumer-protection laws.
Our Commitment to You
At Emirates Trading Store, we aim to handle exchange requests fairly and make the process as clear and convenient as possible.
Emirates Trading Store — More Choices for Everyday Needs.