Return policy
Effective Date: September 2026
At Saharamat, we want every order to arrive safely and as expected. If you receive an incorrect, defective, broken, or damaged product, our team is here to assist you with the replacement process.
This policy applies to orders delivered within the United Arab Emirates (UAE).
1. When Can You Request a Replacement?
You may request a replacement if the product you received is:
● Different from the product you ordered
● Defective or not functioning as intended
● Broken or damaged during delivery
Please contact us as soon as possible after receiving your order if you notice any issue.
2. Replacement Period
Replacement requests must be submitted within 30 days from the date of delivery.
Once we receive your request, our team will review the issue and determine whether the product qualifies for replacement.
To help us process your request quickly, we may ask you to provide clear photos or a short video showing the product and, where relevant, its packaging.
3. Product Condition
For an approved replacement request, please keep the product, original packaging, accessories, and included items in their original condition whenever reasonably possible.
Please do not send a product back before receiving instructions from our customer support team.
This helps us ensure that your replacement request is processed correctly.
4. Non-Defective Products & Change of Mind
If a product is confirmed to be non-defective, or you request a replacement because you have changed your mind, a AED 27 replacement service fee may apply to UAE orders.
The same service fee may apply to replacement requests submitted after the applicable 30-day replacement period.
Replacement availability may also depend on product availability.
5. Refund Policy
Saharamat does not offer a standard refund option.
Our standard resolution for eligible product issues is replacement.
In exceptional circumstances where a refund is approved, applicable fulfillment, shipping, product collection, and refund-processing costs may apply.
For UAE orders, the applicable operational costs are:
● Initial fulfillment and shipping: AED 18
● Product collection and refund processing: AED 9
● Total operational cost: AED 27
Where a refund is exceptionally approved, the applicable costs may be deducted as described above, and the original sale amount will be reversed as applicable.
6. How to Request a Replacement
To request a replacement, please contact our customer support team and provide:
1. Your order number
2. Your name and contact details
3. A brief description of the issue
4. Clear photos or video showing the problem
5. Photos of the product packaging, when relevant
Providing complete information helps us review your request more quickly.
7. Replacement Review & Approval
After receiving your request, Saharamat will review the information provided.
If the request qualifies under this policy, we will provide instructions for the next step.
Depending on the circumstances, the product may need to be collected or returned before a replacement is processed.
Please wait for confirmation from Saharamat before returning any product.
8. Replacement Delivery
Once an approved replacement has been arranged, delivery time may depend on product availability, delivery location, courier schedules, weekends, public holidays, and other circumstances beyond our reasonable control.
We will make reasonable efforts to keep you informed if there is a significant delay.
9. Special Circumstances
In rare circumstances involving security, fraud prevention, or other operational risks, a refund may be initiated as an exceptional resolution.
In such cases, the applicable sale amount may be reversed as required, and any relevant adjustment will be reflected in the applicable transaction or payment records.
10. Important Information
Our replacement and refund decisions are based on the condition of the product, the reason for the request, the date of delivery, and the information provided during the review.
We recommend contacting us promptly if you experience any issue with your order.
11. Contact Us
If you have questions about a replacement or an issue with your order, please contact Saharamat through our available customer support channels.
