RETURNS, REFUNDS & CANCELLATIONS
We want you to have the most convenient shopping experience with A7Heavens.
Here is our Policy on Returns, Refunds & Cancellations:
Can I cancel an order?
We strive to always offer a great shopping experience. Part of this experience is a transparent, hassle-free cancellation and refund policy.
You can cancel the order you have placed before the products have been shipped and are out for delivery.
This policy applies for orders placed in both UAE and KSA. Please contact our Customer Service Team via email at email@example.com for more information.
I just cancelled my order. When will I get my money back?
In case of cancellations, your refund will be processed within 7-14 business days from submission of your cancellation.
We will update you via email once your refund has been initiated.
The total time for the refund to be reflected in your account depends on your refund method and issuing bank.
I accidentally ordered duplicate items. What should I do?
We can cancel one item (in one order number) if you accidentally ordered it twice or if same item is ordered under a different order number.
You can also visit the My Orders section in the website and cancel the product or you can contact our Customer Service Team via email at firstname.lastname@example.org and we will be happy to assist you.
After initiating the cancellation request, you should be receiving an Email and SMS regarding the same.
Can I return an order if I don’t like the item or I’ve changed my mind?
Returns are allowed up to 14 days from date of accepting delivery for most items. Acceptance of return is subject to and confirmed by quality checks done at A7Heavens.
In case of orders which have been placed using any coupon codes, returns or cancellation of any item in the order shall lead to the coupon discount being void. Amount equivalent to the coupon code shall be deducted from the order total.
Please note that all returns must be in new condition and in the original packaging based on A7Heavens quality check.
What if my item(s) arrive damaged or incorrect?
We request you to check your order upon receipt and contact us within 24 hours of receiving your items.
If there is an issue, please take photos of the damaged or incorrect item(s) and photos of the packaging. If your item was shipped using a courier company, please contact us immediately and note all damages on the shipper’s paperwork before signing for and accepting the delivery.
What if my item is missing?
If your item is marked delivered but appears to be missing, you must notify us within 24 hours of the delivery time and date. We cannot account for matters in which customers are not present at the time of delivery.
The 24-hour notification period also applies to items which are delivered but are not intended for immediate use.
How long does it take the courier to collect the returned items?
Typically, Courier representative will contact you within 3-4 business days from the day you requested a return.
However, it may sometimes longer for the courier to collect the item, based on our operational constraints. If you are facing issues with your return, please contact us via email at email@example.com with your Order ID.
Can I schedule a time with the courier to return an item?
As of now, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.
Can I return an item through my courier company or personally drop it anywhere?
As of now, the item can be returned to us only through one of our assigned courier services who would be contacting you to schedule a time for return pickup.
How can I receive a refund if I paid by Credit Card?
If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement, depending on individual’s bank process. However, we will always make the best efforts to ensure that your payment is refunded to you quickly.
I lost the Original Packing in which I received the item, how can I still return it?
We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it. For more information, please email us at firstname.lastname@example.org with your Order ID.
Can I self-collect the items?
To keep our operation running as efficiently as possible, we send all your items to you directly through our logistics partners. As of now, there is no option for self-collection of your orders.
Who Pays for the Shipping Charges, When I Return an Item?
You can return an item without paying for return shipping charges. The product price would be transferred to your Credit card if paid online or to your bank account if paid via Cash on Delivery.
Where Can I Find the Pre-Paid Shipping Label / Air Waybill?
Once you place a request to return an item, our customer care team shall contact you within a few days to initiate the refund process and shall inform you about the air waybill or any other details if required.
We welcome our customers to return the products that are defective due to manufacturing and/or workmanship. Fulfillment mistakes that may be made which result in the shipment of incorrect products to you will also be accepted for return. Refunds for orders placed using gift vouchers shall not be accepted unless it is because of one of the reasons mentioned above.
Can I change items from my order after my order has been processed?
We currently do not have an option to change nor add an item once the order has been placed. You may request for cancellation, so you can place a new order, please contact us via email us at email@example.com
I am not satisfied with the product I received, what should I do?
If you are not 100% satisfied with your purchase, you can request for return by following these steps:
- Please make sure to contact us within 24hrs. from the day your order is delivered.
- Ensure that the item is in its original packaging, unused and in the same condition you received it.
- If the item you have received is damaged, defective or not as described on the website, you can also request for return.