Refund and Returns Policy

Effective Date: 31/10/2024

At Ashra General Trading FZE, we are committed to ensuring customer satisfaction. If you are not entirely satisfied with your purchase, we are here to help. Please review our Refund and Returns Policy for all the details on how returns and refunds are handled.

1. Return Policy

We offer a return period of 7 days from the date of purchase. If you wish to return a product, please ensure the following conditions are met:

  • The product is unused, in the original packaging, and in the same condition as you received it.
  • A valid receipt or proof of purchase must be provided.
  • The product is not part of our non-returnable category (see exclusions below).

To initiate a return, please contact us at info@egrabby.com with the following information:

  • Order number
  • Product details (including product name, quantity, and reason for return)
  • Proof of purchase

Once we receive your return request, we will provide instructions on how to return the product.

2. Refund Policy

After we receive and inspect the returned product, we will process your refund based on the following criteria:

  • Refund Method: Refunds will be issued to the original method of payment (e.g., credit/debit card, bank transfer).
  • Processing Time: Refunds typically take 7-10 business days to reflect in your account, depending on your bank or payment provider.

Note: Shipping charges are non-refundable, and you will be responsible for the return shipping costs unless the product is defective or an error was made by us.

3. Non-Returnable Items

Some items are not eligible for return, including:

  • Products that are marked as “non-returnable” or “final sale.”
  • Perishable goods (e.g., food, flowers).
  • Customized or personalized items.
  • Opened or used software, CDs, DVDs, or digital products.

4. Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at info@egrabby.com within 7 days of receiving the item. We will either:

  • Replace the product.
  • Offer a full refund.

Please include photographs of the damaged product and packaging to help us investigate and resolve the issue promptly.

5. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please return the item following our return policy and place a new order for the desired product.

6. Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible at info@egrabby.com. Orders can only be canceled if they have not yet been processed or shipped. If the order has already been dispatched, you will need to follow the return policy once the item arrives.

7. Contact Us

If you have any questions or need further assistance with returns, refunds, or cancellations, please contact us at:

Ashra General Trading FZE
Licence No. 36249
Ajman Free Zone
C1 Building, Ajman, UAE
Email: info@egrabby.com
Mobile: +971 545 61 0545
Office Address: 4442612247, Makani No., Ajman Free Zone, C1 Building, Ajman, UAE.