Refund policy

This refund policy applies to orders placed on phenilab.com, operated by [LEGAL ENTITY NAME], license number [LICENSE NUMBER], registered at [REGISTERED ADDRESS, Ajman Free Zone, UAE] ("we", "us", "our"). Nothing in this policy limits any rights you may have under applicable UAE consumer protection law.

1. Returns of unopened products

Our products are consumable items. For hygiene and product-integrity reasons, we can only accept returns of products that are:

  • sealed and unopened, with the original seal fully intact;
  • in their original packaging and in resaleable condition; and
  • returned within 14 days of delivery.

Products that have been opened, whose seal has been broken or removed, or that have been stored in a way that does not match the label instructions cannot be returned, except where the product was damaged or incorrect on arrival (see section 2).

To request a return, contact us at [EMAIL] with your order number and the reason for the return before sending anything back. We will confirm whether the return is accepted and arrange a courier pickup from your address in the UAE. Returns are free of charge for you: we cover the cost of the courier pickup for every accepted return.

2. Damaged, defective or incorrect items

If your order arrives damaged, with a broken seal, with an item missing, or with a product different from the one you ordered, please contact us within 14 days of delivery and include:

  • your order number;
  • the LOT number printed on the label; and
  • clear photos of the product, the seal and the packaging.

Please do not use the product. After reviewing your request, we will offer a replacement or a full refund, including the original shipping fee. Where we ask you to return the item, we will cover the return shipping costs.

3. Refused Cash on Delivery parcels

If you refuse a Cash on Delivery parcel at the door without a valid reason (such as visible damage or an incorrect order), no payment is due and the order is cancelled. However, we may decline future Cash on Delivery orders from the same customer, phone number or address and may offer the payment link option only.

If a parcel is refused because the outer packaging is visibly damaged, please let us know so we can arrange a replacement.

4. Order cancellations

You may cancel an order free of charge before it has been handed to the courier. Contact us as soon as possible with your order number. If you paid by payment link, the full amount will be refunded as described in section 5. Once an order has been dispatched, the return conditions in section 1 apply.

5. Refund method and timelines

  • Orders paid by payment link: Refunds are issued to the original payment method. We initiate the refund within [REFUND PROCESSING DAYS] business days of approving it. The time it takes for the amount to appear in your account depends on your bank or card issuer.
  • Orders paid by Cash on Delivery: Refunds are paid by bank transfer in AED to a UAE bank account in your name. We will ask you for the account holder name and IBAN in a reply to your refund request. We initiate the transfer within [REFUND PROCESSING DAYS] business days of approving the refund and receiving complete bank details.

Refunds for returned products are approved after we have received and inspected the returned item. Delivery within the UAE is free of charge, so no shipping or return costs are deducted from your refund.

6. Non-returnable items

  • Opened products or products with a broken or removed seal (unless damaged or incorrect on arrival)
  • Products returned after the return window has ended
  • Products returned without prior confirmation from us

7. Contact

For any question about returns or refunds, contact us at [EMAIL] or [PHONE], or use our contact page. See also our shipping policy and terms of service.