Returns Policy

How do I return an item(s)?

 

BIOTOUCH.AE gives you the option to return purchased item(s)*. Any order that has been shipped, falls within a returnable category and is within the 7 days limit from the date of delivery, can be filed for return.

 

Return Return (Possibility) Return Condition
You have received a wrong product;

You have received a product that is not as described on the Site; or

You have received a damaged product.

 Yes

You must return the product within seven (7) days of receipt of shipment.

 Product is unused, in original unbroken packaging and includes all tags.

For open products will be accepted only if different from description or picture displayed.
If the return reason is:

1. Change of mind, 2. Not as expected, 3. Ordered by mistake, 4. Ordered wrong color or size.

 Only in certain conditions.

You have a right to return a product within seven (7) days of receipt of shipment.

 All other Categories. Only unbroken original packages including all accessories.
Non-returnable Products. Refer to product list in clause below.

Non-returnable Products.

You do not have a right to return, replace or exchange products in respect of:

  • 1. Products that have been used or damaged by you or are not in the same condition as you received them.
  • 2. Products with tampered or missing serial numbers; or
  • 3. Personalized items which you requested to be designed especially for you.
  • 4. Items on sale.
  • 5. Items that are not in original condition and packaging.
  • 6. Damaged items due to misuse or showing signs of wear and tear, even if they still under warranty period.
  • 7. Items that have been assembled, used, altered etc.
  • 8. FOC delivery items are not eligible for returns.
  • 9. Orders shipped to international destinations [World Wide].

Your Refund:

  • For delivered products, we will refund to you the product amount in full (excluding the original shipping fees plus the return fees in case of the product is not as expected. Note: If you are in the UAE and would like to return the item without paying the return fees, please send it back to BIOTOUCH.AE Headquarters: Latifa Tower – 1801 Sheikh Zayed Rd – Trade CentreTrade Centre 1 – Dubai).
  • If the products are faulty or not as described on our Site; or
  • If you reason for return is due to an error on our side, such as an error in pricing or description, etc.
  • For products not delivered, you will receive a full refund if you cancel the order before shipping.

Refund Procedure:

  • We will issue a refund to you depending on the method you used for payment, as follows:
  • If you paid by cash on delivery, we will issue a refund as store credits; or
  • if you paid by credit/debit card, you can choose to have a refund as store credits or to your credit/debit card.

Refund Timescale:

  • Your refund will be initiated once your product is received back in our fulfilment center and inspected by our team, and the final refund will be received by you as follows:
  • If the refund is to your credit/debit card, within thirty (30) days from the day on which we receive the product back in our fulfilment center;
  • If your refund is store credits, you will receive the refund within three (3) days after your product is received back in our fulfilment center and inspected by our team; or
  • If you have cancelled your order before shipping, we will provide store credits within three (3) days from the cancellation, or within thirty (30) days if you choose to transfer back the amount to your credit/debit card.

Need help? Contact our customer service by call us on +971 55 389 6015, or chat with us for further assistance.
*For more information on the products eligible for returns, check out our Terms of Sale.


DELIVERY/SHIPPING POLICY

We deliver our Products to all Countries and mainly UAE. Shipping will be done by a third-party courier SMSA. Delivery within UAE cities shall be in 1 – 2 working days and from 4 to 10 working Days to Other Countries. UAE Delivery Fees will be a Flat Rate of AED: 25 (Above 500 FREE DELIVERY IN UAE) and Delivery Fees outside UAE will be mentioned on the checkout page depending on the country and location. Avoid any delivery delay by providing your full address along with your contact details.

International and GCC countries – 4-10 days Inside UAE Local – 1-2 working days
Delivery Charge Local – free delivery (above 500 Orders) International and GCC countries – AED 100