Refund policy

Returns, Refunds & Replacement Policy
At Al Ibtihaj Stationery LLC, we are committed to providing high-quality products and excellent customer service. If you're not fully satisfied with your purchase, please review our returns, refunds, and replacement policy below.

What is your Returns Policy?
To ensure your return is accepted, please follow these guidelines:

Return Request Timeframe: Requests must be made within 2 days of delivery.

Condition of Product: The product must be in the same condition as you received it.

Packaging: The product package should be intact, including price tags, labels, original packing, freebies, and accessories.

Retail Packaging: The product must be in Retail Packaging (sealed and closed box) with the original seal intact.

Unused & Undamaged: The product should be unused and undamaged.

Non-Returnable Categories: Customized, tailored, or made-to-order products (e.g., customized gifts, special order products, print production jobs).

Defective Products: Defective products covered by the manufacturer's warranty.

Consumables: Products like ink cartridges or toners should be unused or uninstalled.

Tampered Products: Products with tampered packaging or missing serial numbers are non-returnable.

Fragile or Hygiene Items: These are non-returnable.

Clearance & Special Offers: Products under special offers or clearance are not returnable.

If you have any questions, please reach out to our Customer Service Team at ‪+971 58 823 5573‬ or through our Contact Us page. We will handle your queries on a case-by-case basis.

When are Returns not Possible?
We cannot process returns in the following cases:

Return requests made after 2 days of delivery.

Products that are used, damaged, or not in the same condition as received.

Customized, special order, or made-to-order items.

Consumable items that have been used or installed.

Products with tampered serial numbers or missing packaging.

Fragile or hygiene-related items.

Items marked as clearance or final sale.

Please contact our Customer Service Team for further clarification.

Non-Returnable Items Policy
The following items are non-returnable unless there is a proven manufacturing defect:

Special Order Products

Office Equipment / Machines & Technology

Office Storage & Safety Products

Office Cleaning & Hygiene Supplies

Office Furniture & Ergonomic Products

Paints & Mediums

Canvas Frames, Boards & Pads

Additional Non-Returnable Items:

Opened consumables: Ink cartridges, toners, markers, paints, and glue.

Custom-cut materials: Paper, fabric, or other materials cut to specifications.

Used art supplies: Brushes, paints, and other items showing signs of use.

Downloaded digital products: E-books, templates, etc.

Opened software: Software registrations cannot be returned.

Personalized items: Custom items such as engravings or nameplates.

Clearance items: These are final sale.

Please Note: This list is not exhaustive. We reserve the right to refuse returns for any item deemed non-returnable due to hygiene or resellability concerns.

By placing an order, you acknowledge that you have read and understood our Non-Returnable Items Policy.

What does ‘Retail Packaging’ mean?
Retail Packaging refers to a brand-new, unused, unopened, and undamaged item in its original packaging. It must be the same as when it was delivered to you.

I need to return/cancel an item.
Change of Mind or Buyer’s Mistake:

If you change your mind before receiving your item, please email us at alibtihaj.s@gmail.com to cancel your order. We will process a refund along with any applicable shipping fees, provided the item meets the return conditions.

After receiving the item: A 15% administrative fee will be deducted from the refund amount if you change your mind or select an incorrect product/size.

Return Methods
You can return eligible items using the following methods:

In-Store Return: Visit any Al Ibtihaj Stationery retail store with your receipt or order confirmation. A quality check will be conducted, and a partial refund (minus the 15% admin fee) will be processed within 2 business days.

Scheduled Pickup: We can arrange a pickup from your location. After the quality check, a partial refund (minus the administrative fee and AED 50 logistics charge) will be processed within 2 business days. If additional charges apply, we will send a secure payment link for settlement.

Please Note: Shipping charges are non-refundable unless the return is due to our error.

I received the wrong item. How can I return it?
If you receive the wrong item, please return it in original condition with intact packaging. Once we receive the returned item, we will send the correct item within 2-3 working days (free of cost for "Quick Ship" products). For other products, please contact us for the estimated turnaround time.

Can I exchange/replace my order instead of a refund?
Yes, you can request an exchange or replacement, provided the item is not on the non-returnable list. A written request must be made within 2 working days from the date of purchase, and all return conditions must be met.

After approval, you may visit our Retail Showroom  to exchange the item against the original purchase invoice.

I received a defective/damaged item. Can I get a refund?
If your item is defective or damaged, you may return it in its original condition with the original packaging intact. Once we receive the item, we will inspect it and provide a refund or replacement depending on the circumstances.

How long does it take to process returns or refunds?
After submitting a return request, you will typically be contacted by an Al Ibtihaj representative within 3-5 business days. Once the return is approved, refunds will be processed within 2 business days.

Can I return my item after 2 days?
If you cannot return the item within the 2-day window, please contact our Customer Service Team at +971 58 823 5573 or through our Contact Us page. We will handle your request on a case-by-case basis, in compliance with Consumer Protection Laws.

I lost the original packaging. Can I still return my item?
We only accept returns if the item is still in unopened, original packaging with all labels and barcodes intact. If you have lost the packaging, please contact Customer Service for assistance.

Who pays for the shipping charges when I return an item?
If you return the item within 2 days of delivery, shipping charges will not apply. However, shipping fees and administrative charges will not be refunded unless the return is due to our error.

Contact Us
For any questions or to initiate a return, please contact:

📞 Customer Service: +971 58 823 5573
✉ Email: sales@aisgroup.ae