Refund policy

14-day return period

For eligible regular-stock items (excluding preorders), you may request a change-of-mind return within 14 calendar days after delivery. The item must be unused, unopened, undamaged, and in its original factory-sealed packaging with the manufacturer seal intact, all accessories, manuals, gifts, and proof of purchase.

Example: if an eligible sealed product is delivered on 1 August, contact us no later than 15 August and wait for return approval before sending or bringing it back.

Items that cannot be returned for change of mind

Opened or activated electronics, products with an opened box or broken manufacturer seal, personalized or specially sourced items, digital products, software, gift cards, hygiene-sensitive products, and items damaged after delivery cannot be returned or refunded for change of mind, except where UAE law requires otherwise.

Preorder items

Items clearly sold as preorders are specially sourced and are excluded from the 14-day change-of-mind return period. After delivery, preorder items cannot be returned, exchanged, or refunded solely because you change your mind or the market price changes. This applies even if the item remains unopened.

You may cancel a preorder for a full refund before shipping preparation begins, as stated in the preorder terms shown at purchase. Contact info@alasil.ae or WhatsApp +971 4 288 5680 with your order number. We will confirm the cancellation and refund to the original payment method without a cancellation or processing fee. After shipping preparation begins, change-of-mind cancellation is no longer available.

This exclusion does not affect your rights for damaged, defective, incorrect, or incomplete items, applicable warranty coverage, or any rights and remedies that cannot be excluded under UAE law. The terms agreed at purchase remain applicable to existing orders; this update does not reduce those rights.

Damaged, defective, incorrect, or incomplete orders

Inspect your order promptly. Contact us within 48 hours if it arrives damaged, incorrect, or incomplete, and include the order number plus clear photos or video. Defective products are assessed under applicable UAE consumer law and the manufacturer's warranty terms. This notification period does not remove rights that cannot legally be excluded.

How to request a return

1. Contact info@alasil.ae or WhatsApp +971 4 288 5680 with your order number and reason.
2. Wait for written approval and return instructions.
3. Return the complete product safely using the approved return method.

Returns sent without approval may be delayed or refused. Approved eligible returns are free of charge: we do not charge return transport, restocking, or refund-processing fees. After approval, we will arrange the return method or provide return instructions at no cost to the customer.

Refunds

After the returned product is received and inspected, approved refunds are issued in full to the original payment method. We do not deduct a return, restocking, or refund-processing fee. Bank and payment-provider processing times may vary and are outside our control.

Order changes and cancellations

Contact us immediately if you need to change or cancel an order. A standard order may be changed or cancelled only before preparation or dispatch and only after our team confirms the cancellation in writing. After dispatch, this return policy applies.

For preorders, the cancellation terms in the Preorder items section above apply. Other specially sourced items may be cancelled only before procurement or allocation begins, unless the terms shown at purchase or UAE law provide otherwise.

Contact

Email info@alasil.ae or call and WhatsApp +971 4 288 5680, Monday to Saturday from 10 AM to 9 PM.