Sharaf DG Return and Exchange Policy

RETURN AND EXCHANGE POLICY (Retail Store and Online)

At Sharaf DG, your satisfaction is guaranteed. If you are not satisfied with your purchase, we will accept the return of products within seven (7) days from the date of collection or home delivery. Returns and exchanges are subject to the following terms and conditions:

For Return & Exchange of Products:

Customers can visit any Sharaf DG store in the UAE, call the Sharaf DG Helpline at 600-502034, email us at support@sharafdg.com, or contact us via WhatsApp at +971 54 309 0859 for assistance.

For marketplace products, please refer to the section “Return and Exchange Policy – Marketplace.”

Accessories & Personal Care Items:

– Returns are accepted if the product is sealed/packed or has a manufacturing defect upon opening. No returns are accepted if the product is opened and in good working condition.

Hard Goods:

• The product must be in the same condition as when the customer received it (unopened, with the original packaging, including accessories, user manuals, warranty cards, and brand seals).
• For IT and Telecom products, no returns are allowed if the product has already been activated by the customer.
• Returns and refunds are not applicable for online purchases if the item remains unopened.
• For opened items, returns are allowed but a restocking fee will apply.
• If the customer wishes to receive unopened units, they must sign an acknowledgment releasing Sharaf DG from any further claims.
• The product must be accompanied by the original sales invoice for return or exchange.
• The product must be unused and unopened, with all original packaging materials, accessories, manuals, registration cards, free-of-cost (FOC) bundled products, and promotional vouchers.

Return and Exchange Not Applicable:

• If the packaging is incomplete or the product is damaged or scratched.
• For customized/special-order products, cut cables/wires, apparel, personal care, and hygiene products.
• If the online activation code is scratched or redeemed.
• If the device has an activation/password lock, such as Find My iPhone (FMIP), Find My Mobile (FMM), or Find My Device (FMD).
• If the VAT has been refunded against the invoice.

Restocking Fees:

If the packaging is soiled or opened and the product is not defective, unused, or without visible scratches, the product will be accepted back with a restocking fee as follows:

• For Apple brand products: Minimum 25% or as per criteria applicable
• For other brands: Minimum 15% or as per criteria applicable
• For major/medium home appliances and large panels, restocking fees will apply after a review by the authorized service partner.

Returns for Major/Medium Home Appliances, Large Panels, Audio/Video Products:

• Return or exchange will be done based on the manufacturer’s authorized service center’s investigation report and approval.
• Handling Charges for Returns: For customers who accept supplier delivery and request a return within 7 days of purchase, a handling charge will be applicable

Dead on Arrival (DOA) or Not Functioning Products:

Products dead on arrival or not functioning as per the manual will be exchanged or returned after verification by Sharaf DG personnel or the manufacturer’s authorized service center.

This process can take up to four business days.

Important Data and Information:

Sharaf DG is not responsible for transferring any data from returned products or for the loss of any data stored on the returned product.

Refunds:

• Refunds for products purchased through credit/debit cards will only be refunded to the same card used for the transaction.
• Refunds for purchases made through gift cards or loyalty points will be provided through a Sharaf DG gift card.
• Refunds will be processed within 7 to 14 business days after the return process is complete.

Non-Refundable Charges:

Service, delivery, and installation charges are non-refundable once acknowledged by the customer.

Inspection:

Customers should inspect products before signing the Proof of Delivery (POD). Any product reported damaged after signing the POD will not qualify for returns or warranty claims.

Extended Warranty/Damage Protection Plans:

These can be returned if the product is returned within the manufacturer’s warranty period. The store management’s decision is final.

RETURN AND EXCHANGE POLICY (Marketplace)

For marketplace products, customers should call the Sharaf DG Helpline at 600 502034, email us at support@sharafdg.com, or via WhatsApp at +971 54 309 0859. Marketplace products cannot be exchanged or returned at Sharaf DG stores.

Marketplace Product Conditions:

• Products must be unopened and sealed.
• Fragrances, perfumes, cosmetics, apparel, linen, stationery, personal care, hygiene products, and online activation cards cannot be returned or exchanged if opened or used.
• Supermarket products, consumable goods, and fresh food must be returned within 24 hours. Non-consumable goods must be returned within seven days.
• Dead on arrival (DOA) products or those not functioning as per the manual will be exchanged or returned after verification by the seller. This process may take up to seven business days.

Inspection:

Customers must inspect products before signing the Proof of Delivery (POD). Any product reported damaged after signing the POD will not qualify for returns or warranty claims.

RETURN AND EXCHANGE POLICY (Open Box/Display Units)

The standard Sharaf DG return, exchange, and warranty policy does not apply to open box and display items. Defective products must be returned to any Sharaf DG store within seven (7) days of purchase after verification by authorized personnel.

Warranty:

A six-month warranty applies to open box and display units purchased from Sharaf DG. The warranty becomes invalid if the product is tampered with, opened, or shows signs of physical or liquid damage.

Important:

If customers are found to abuse the return policy by making excessive returns, returning items not in their original condition, or frequently canceling orders, Sharaf DG reserves the right to issue warnings, impose restrictions, or terminate customer accounts as necessary.