Refund policy

At IQA Mart, customer satisfaction is very important to us. We aim to provide high-quality products and a smooth shopping experience across the UAE.

Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

Customers may request a return within 7 days of receiving the order, provided that the product is:

  • Unused, unopened, and in its original condition

  • In the original packaging with all accessories, manuals, tags, and labels included

  • Not damaged, altered, washed, or used

  • Accompanied by proof of purchase, such as order number, invoice, or payment confirmation

Products that do not meet these conditions may not be accepted for return.

2. Damaged, Defective, or Wrong Items

If you receive a damaged, defective, missing, or incorrect item, please contact us within 24–48 hours of delivery.

To process your request, please provide:

  • Order number

  • Clear photos or video of the product

  • Photo of the packaging

  • Description of the issue

After reviewing your request, we may offer a replacement, exchange, store credit, or refund depending on the situation.

3. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned or exchanged once opened, used, or removed from original packaging, unless they are defective or incorrect:

  • Skincare and beauty products

  • Hair care oils and personal care items

  • Oral care products

  • Grooming tools

  • Health and wellness products

  • Ear cleaning tools

  • Foot care products

  • Personal-use accessories

  • Clearance, final sale, or promotional items

We cannot accept returns for products damaged due to misuse, incorrect handling, improper installation, or normal wear and tear.

4. Return Process

To request a return, please contact us at:

Email: support@iqamart.com
Store: IQA Mart
Order details required: Order number, customer name, product name, and reason for return

Once your return request is reviewed and approved, we will provide return instructions.

Please do not send any product back without receiving return approval from our team.

5. Refunds

Once the returned product is received and inspected, we will notify you about the approval or rejection of your refund.

If approved, the refund will be processed through the original payment method where possible.

For Cash on Delivery orders, refunds may be processed through bank transfer, store credit, wallet credit, or another approved method agreed with the customer.

Refund processing may take 7–14 business days, depending on the payment provider, bank, or refund method.

6. Shipping Charges

Delivery charges, COD charges, and return shipping fees are non-refundable unless the product received was defective, damaged, or incorrect.

If the return is due to customer preference, wrong size selection, change of mind, or incorrect order placed by the customer, return shipping charges may be deducted from the refund amount.

7. Exchanges

We may offer exchanges for eligible products if:

  • The item is unused and in original packaging

  • The exchange request is made within the return period

  • The replacement product is available in stock

If the requested replacement is unavailable, we may offer store credit or refund according to the approved return case.

8. Order Cancellation

Orders can be cancelled before they are shipped.

Once the order has been dispatched, cancellation may not be possible. In such cases, the customer may request a return after receiving the order, subject to this Return & Refund Policy.

9. Refused Delivery / Failed Delivery

If a customer refuses delivery without a valid reason, or if delivery fails due to incorrect address, unreachable phone number, or repeated failed attempts, IQA Mart may deduct delivery, return, and COD handling charges from any applicable refund.

10. Product Warranty

Some products may include supplier or manufacturer warranty, where applicable. Warranty coverage depends on the product type and supplier terms.

Warranty does not cover:

  • Physical damage

  • Misuse or mishandling

  • Water damage unless the product is clearly sold as waterproof

  • Normal wear and tear

  • Damage caused by incorrect installation or usage

11. Important Note

All return and refund decisions are subject to product inspection and approval by IQA Mart.

We reserve the right to refuse returns that do not meet the conditions mentioned in this policy.

12. Contact Us

For return, refund, or exchange requests, please contact us:

IQA Mart
Email: support@iqamart.com
Website: www.iqamart.com