Last Updated:22-07-2024
SupplyMatch Return Policy
1. Applicability of the Return Policy
This return policy is applicable to customers purchasing products from vendors listed on the SupplyMatch platform, which includes both the SupplyMatch website and the SupplyMatch mobile application (collectively referred to as the “Platform”).
2. Products Eligible for Return
2.1 General Conditions:
Products eligible for return will only be accepted under the following conditions:
The product must be returned in its original packaging, sealed, and unopened.
If the product is used, opened, or the original seal is removed, the return will not be accepted unless there is a verified manufacturing defect.
2.2 Categories and Conditions:
- Electronics and Mobiles:
Products can be returned if unused and in original packaging. For items with a manufacturing defect, the original box, user manual, and accessories must be returned as well.
- Home and Kitchen:
Furniture and large home appliances are not eligible for return. Home decor items can be returned only if unopened and in the original packaging.
- Fashion (Apparel, Footwear, and Accessories):
Apparel such as underwear, lingerie, swimwear, socks, and tights are not eligible for return. Other fashion products must be unused, unworn, unwashed, undamaged, with all tags intact, and returned in the original packaging.
- Beauty and Health:
Products such as cosmetics, skincare, and health items that have been opened or used cannot be returned. Products in the beauty and health category must be returned in their original, unopened packaging.
2.3 Exclusions:
Perishable items such as food, groceries, and supplements are not eligible for return.
Products that have been used, altered, or damaged will not be accepted for return.
3. Return Process and Timeframes
3.1 Return Window:
Unless otherwise specified, SupplyMatch offers a return window of 15 days from the date of receipt for returnable products. This return window applies only to eligible products listed for return.
3.2 How to Return:
You may initiate a return request through your SupplyMatch account. Once approved, we will guide you through the steps for return.
For eligible returns, the product must be returned in the same condition as received, with original packaging and all related accessories.
3.3 Processing Returns:
It may take up to 5-7 business days for us to process the returned item once it reaches our fulfillment center. After processing, refunds may take up to 5 business days to be credited to your original payment method or SupplyMatch wallet.
4. Refunds
4.1 Refund Methods:
Refunds will be credited to the original payment method (credit card, debit card, etc.) or to the SupplyMatch wallet, based on how the payment was made.
4.2 Partial Refunds:
If a product is returned in a condition that is not eligible for a full refund (e.g., missing accessories or opened packaging), a partial refund may be issued at SupplyMatch’s discretion.
4.3 Refund Processing Time:
Once the return has been processed, please allow 5-7 business days for the refund to be credited to your account.
5. General Conditions for Returns
5.1 Declined Returns:
SupplyMatch reserves the right to return a product to the customer if it does not meet the eligibility criteria for return. No refund will be issued in such cases.
In the event of an unsuccessful return, we will make up to two attempts to deliver the product back to you. If these attempts fail, the product will be held for 3 business days before disposal.
5.2 Non-Returnable Items:
Products that fall under non-returnable categories (e.g., groceries, perishable goods, hygiene products) are final sale and cannot be returned under any circumstances.
Contact Information
For any questions or concerns regarding these Terms of Use, please contact us at:
SupplyMatch
Al Qutub Al Dhahabi Trading LLC
Email: support@aqad.ae
Phone: +971-48809978
Address: 118, Al Futtaim Tower, Baniyas Road, Deira, Dubai, U.A.E