Last Updated: may 23, 2026
1. Introduction
At ESRA UAE, we aim to ensure customer satisfaction while operating as a marketplace that connects buyers with independent third-party vendors across the United Arab Emirates (UAE).
Refunds and returns are handled either by ESRA UAE or by individual vendors depending on the product listing.
2. Eligibility for Returns
Customers may request a return under the following conditions:
- The item is defective or damaged upon arrival
- The wrong item was delivered
- The item was not received
- The product significantly differs from its description
3. Return Timeframe
Return requests must be submitted within:
- 7 days of receiving the product unless otherwise stated by the vendor
Requests submitted after this period may not be accepted.
4. Non-Returnable Items
Certain items may not be eligible for return, including:
- Perishable goods
- Personalized or custom-made items
- Digital products (if applicable)
- Items marked as non-returnable by the vendor
5. Refund Process
Once a return request is approved:
- The item may need to be returned to the vendor
- The product will be inspected upon return
- If approved, refunds will be issued to the original payment method
Refund processing time is typically 5–10 business days, depending on the payment provider.
6. Shipping Costs
- Shipping fees are generally non-refundable
- Return shipping costs may be covered by ESRA UAE or the vendor in cases of defective or incorrect items
7. Vendor Responsibility
Since ESRA UAE operates as a marketplace:
- Vendors are responsible for product quality and fulfillment
- Vendors may have additional return conditions listed on their product pages
- ESRA UAE may intervene in disputes when necessary
8. Refund Rejection
Refunds may be rejected if:
- The item is used or damaged by the customer
- The return request is outside the allowed timeframe
- The product matches its original description
9. Contact Us
For refund-related questions or disputes, contact:
Email: esrauae@esrauae.com
