General Return Policy

Introduction

Welcome to iWady.com. The website available at www.iWady.com its related sub-domains, sites, services and tools (this “Site”) is operated and administered by DCrush LLC ("we", "us", "our"), a company incorporated in Dubai, United Arab Emirates. We aim to ensure that you have a hassle-free shopping experience and completely satisfied with your purchase. We take pride in the quality of items we sell and offering great customer service is our top priority. This General Return Policy (General Return Policy) sets out in detail the terms of Cancellation, Warranty, Returns, Replacement and Refunds.

Your use of this Site will be governed by this General Return Policy, amongst other things. You may not use this Site if you do not agree to this General Return Policy. 

This General Return Policy is effective from 01 January 2014. We may change this General Return Policy at any time by posting an updated version of the policy on this Site.

We encourage you to check this Site regularly for any amendments to our General Return Policy. Your continued use of this Site will constitute your express consent to this General Return Policy. 

This General Return Policy shall be read in line with the Terms of Use & Sale. Any terms that are capitalised but not defined in this General Return Policy shall have the same meaning as in the Terms of Use & Sale.

Order Cancellation

You may request that an order be cancelled provided the order has not already been processed and shipped. Simply call us during hours of operation to request an order cancellation or Log in to your account and visit the customer service page choose the order that you want to cancel and send us massage requesting cancelation.

30 Days Return No Questions Asked

We aim to ensure that you have a hassle-free shopping experience and completely satisfied with your purchase. We take pride in the quality of products sold on this Site and offering great customer service is our top priority.

Return Period: is 30 calendar Days calculated from the date you place your order except for (Not Eligible Items) Please refer to the definition for more details.

To avoid any inconvenience we might offer to issue a return AWB for the Delivery Agent to collect the item and Deliver it to us, nevertheless it is the User’s responsibility to make sure that the returned item is shipped and delivered to us within the period specified for each case below. We will not be held responsible in case the delivery agent fail to deliver the returned item within the specified period for each case below.

Returns Cases

The Following are the applicable cases for the 30 Days Returns:

Case [A]:

This case is applicable if the User performs all the following within the return period:

  • Call or email us within 3 Calendar Days of delivery, requesting refund and/or to issue the Return AWB.
  • Return the Item in its Original Condition (Please refer to the Original Condition definition for more details).
  • Return and Deliver the Item to us within 7 Calendar Days of delivery and make sure that it is still within the return period.

The Return Process for this case will be as follow:

  • Within 7 working days of receiving the return item, we will inspect and evaluate its condition and contact you regarding its condition and which case is applicable.
  • Within 7 working days of contacting you, you will receive the exchanged items or refund using the Method of your choice, Please refer to the Refund terms below for more details.


Case [B]:

This case is applicable if the User performs all the following within the return period:

  • Call or email us after 3 Calendar Days of delivery, requesting refund and/or to issue the Return AWB.
  • Return the Item in its Original Condition (Please refer to the Original Condition definition for more details).
  • Return and Deliver the Item to us after 7 Calendar Days of delivery and make sure that it is still within the return period.


The Return Process for this case will be as follow:

  • Within 7 working days of receiving the return item, we will inspect and evaluate its condition and contact you regarding its condition and which case is applicable.
  • User acknowledges and agrees to be charged restocking fees minimum but not limited to 10% of the item price in addition to all Delivery Fees and a case evaluation fee of AED50 Dirham.
  • Within 7 working days of contacting you, you will receive the refund using the Method of your choice, Please refer to the Refund terms below for more details.


Case [C]:

This case is applicable if the User performs all the following within the return period:

  • Call or email us within 3 Calendar Days of delivery, requesting refund and/or to issue the Return AWB.
  • Return the Item NOT in its Original Condition (Please refer to the Original Condition definition for more details).
  • Return and Deliver the Item to us within 7 Calendar Days of delivery and make sure that it is still within the returns period.


The Return Process for this case will be as follow:

  • Within 7 working days of receiving the return item, we will inspect and evaluate its condition and contact you regarding its condition and which case is applicable.
  • User acknowledges and agrees to be charged restocking fees minimum but not limited to 20% of the item price in addition to all Delivery Fees and a case evaluation fee of AED50 Dirham.
  • Within 7 working days of contacting you, you will receive the refund using the Method of your choice, Please refer to the Refund terms below for more details.


Case [D]:

This case is applicable if the User performs all the following within the return period:

  • Call or email us after 3 Calendar Days of delivery, requesting refund and/or to issue the Return AWB.
  • Return the Item NOT in its Original Condition (Please refer to the Original Condition definition for more details).
  • Return and Deliver the Item to us after 7 Calendar Days of delivery and make sure that it is still within the return period.


The Return Process for this case will be as follow:

  • Within 7 working days of receiving the return item, we will inspect and evaluate its condition and contact you regarding its condition and which case is applicable.
  • User acknowledges and agrees to be charged restocking fees a minimum but not limited to 30% of the item price in addition to all Delivery Fees and a case evaluation fee of AED50 Dirham.
  • Within 7 working days of contacting you, you will receive the refund using the Method of your choice, Please refer to the Refund terms below for more details.


For all Return Cases mentioned above, the User acknowledge and agrees that restocking fees , in our sole discretion and at any time, are incremental charges in accordance to item status (Condition) & item’s current market price (at the time of the return) as it varies rapidly in cases like newly launched items.

Original Condition Definition

Item original condition means that the item must be returned as follows:

  • COMPLETE, UNUSED and in “AS NEW” “SELLABLE” condition (AS SOLD CONDITION)
  • In their original box, and must include all original packing material, tags, labels attached,  blank warranty cards, parts, manuals, software and all accessories.
  • With all packaging are retained without any damage to the box or factory packaging/seals or the product in any way.
  • With Manufacturer's warranty cards are not filled out (if applicable).
  • After carefully re-pack the Item as received.
  • With no mark or writing or stickers or tape anywhere on the items’ factory packing (carton) or items itself.
  • With Bundled items, including free items, buy 1 get 1 offers, gift card offers, etc. must all be returned together.

 

User acknowledges and agrees:

  • To pack, label and secure the item properly to avoid any possible damage during shipping (it is your responsibility to make sure that we will receive the items(s) undamaged)
  • To dispatch your return item(s) at your own risk, we and our Delivery agents can not be held responsible for Items(s) Damaged during shipping and/or Delivery.
  • To read and follow the Packing & Labelling Guidelines in accordance with our Delivery Policy
  • That we may consider any returned item which does not meet the above criteria (in our sole discretion and at any time) NOT in its Original Condition.

Refund Terms

All Refunds would only be possible to the same User who purchased the item.

All Refunds is applicable as per the return cases described above after deducting restocking, delivery and case evaluation fees.

Refund Methods

For payments made using Credit or Debit cards:

Refunds would only be possible to the same cards used for the transaction and will take 7 working days to execute from our side. We also expect that the refund amount agreed will be returned to your account within the minimum period of 14 days.

For payments made using Cash on Delivery (COD):

You can choose between the following Methods:

[A] Cash Refund delivered to your address through the Delivery Agent after deducting AED40 Delivery Fees in addition to the restocking and the case evaluation fees, All fees are Not Applicable for Return Case [A]

[B] Voucher Refund after deducting the restocking Fees, in such Method the case evaluation fees (if applicable) will be waived. You can use the refund voucher to purchase items on this site.

Warranty

Standard Warranty Period

Standard Warranty Period is ONE YEAR from the date of Delivery; User must submit the warranty claim and the item during this period.

Standard Warranty Coverage

Standard Warranty Coverage is a limited warranty against Manufacturing Defects, it does not cover parts, and charges may apply for parts that need to be replaced in case of any defect.

No labor charges apply during the Warranty Period.

Right is reserved to inspect the item prior to approving replacement / repair under warranty.

All items needing repair should be sent to the Seller/manufacturer/distributor/supplier directly for service or warranty claim.

All Sellers who continue to sell on this site are advised to provide at least the (Standard Warranty Coverage) for the (Standard Warranty Period) on all items except for the (Not Eligible Items).

Sellers, manufacturer, distributor & supplier may offer, for free or at additional cost, additional warranty coverage or extended warranty period to promote their items and this must be explicitly mentioned in the item listing or at the time of Ordering.

We encourage Sellers to cover the Majority of items sold on this Site with the Standard Warranty Coverage for the Standard Warranty Period. There are also items sold on this Site with no warranty or with shorter warranty Period. User agrees not to assume or expect any Warranty coverage and/or period unless it is explicitly mentioned in the item listing.

We do not make any representation or warranty as to the attributes (including but not limited to quality, worth or marketability) of the items/products proposed to be sold or purchased on this Site. In particular, we do not implicitly or explicitly support or endorse the sale or purchase of any items on this Site, nor are we a supplier or manufacturer of any items sold by users or purchased by users.

We do not make any representation or warranty as to the attributes (including but not limited to legal title, creditworthiness, or identity) of any of its users. We are not liable if the Seller/manufacturer/distributor/supplier fails to perform warranty services.

Not Eligible Items

The following items are not eligible for (warranty, return & exchange):

  • Magazines, CDs, DVDs & Gift cards
  • Downloadable software products and digital content
  • All Health, Beauty & Perfumes
  • Home Textiles, accessories and furniture
  • Bikini, bottoms, briefs, underwear, swimwear, Socks & Stocking
  • Products made to order, Personalized products, e.g. Mugs and T-shirts with names and/or personal pictures
  • Tickets for events, movies, shows and exhibitions
  • Vintage and collector items
  • Sealed products where the seal has been broken
  • Worn, damaged or altered items
  • With expired Warranty and/or Return period.
  • Any items after inspection, in our sole, discretion we consider its condition is not covered under warranty or Return or exchange
  • ABUSE: unauthorized test or repair, unauthorized downgrade or upgrade, warranty sticker void, liquid spill, physical damaged items, Scratched screens, burnt products, products used in above or lower than usual climate conditions (dust, humidity, temperature, Etc), extremely dirty products
  • Consumable items: Batteries, INKS, Toners
  • Items with missing accessories such as and not limited to remote controls, cords and cables, power adapters, Etc.
  • Without valid order number, Invoice and all other required documents


The following items are not eligible for (return and exchange):

  • Sold during promotional period or marked Sale or On Sale or price Drop, Specials, Featured, Today Deals, Daily Deals or any other products which is selling with discount.
  • Containing complete with SIM-cards
  • If installed
  • Sold in a disposable packaging if the packaging has been opened.