Refund and Returns Policy
To be eligible for a return on items purchased online via www.faj.ae, the following conditions must be met:
- Any item purchased up to 7 days from the day of delivery.
- The customer must raise a ticket online: https://www.faj.ae/contact-us/
- The product must be unused and in the same condition that you received it, complete with its original packaging and accompanied by an original receipt.
- Once the return request has been initiated, the customer must hand over the item to the carrier on the agreed date.
- Return is not applicable for the following: books, perfumes, cosmetics, and certain personal care products.
The following options are available:
- Return the items to the store and get a same-store which can be used only in-store Request a refund on the FAJ website and receive a FAJ that can be used on the website only Keep the item.
- For large appliances, an item returned must be in the state that they were received unless damaged.
- The cost of returning a non-damaged item is 30% of the item amount.
Return and Refund Processing:
- Once the returned item has been received and inspected, a refund in the form of online store credit will be processed.
- Cash refund is only applicable for the following:
- The item purchased is out of stock
- Item received is defective or damaged
- The item does not match the listing description
- Cash refund (if applicable) will be processed and credited to your account within 10-15 days or depending on your bank. If the purchase was done via COD (Cash on Delivery), we will require you to share your bank details with us to transfer the funds.
Currently, we are not able to offer exchanges. Instead, all items should follow the returns process as above.
If a product is received in a damaged condition, unpacking should cease, and the customer should request immediate inspection from the carrier responsible for delivery. It is important to retain all packaging until inspection is complete. A copy of the carrier’s written damage report is to be forwarded to FAJ.