Return & Refund Policy – EMALL

At EMALL, we aim to provide a smooth and satisfying shopping experience. If for any reason you are not happy with your purchase, please contact us immediately so we can resolve your concern. Your satisfaction matters to us.

Return Window

• Physical (e-commerce) products can be returned within 14 days of delivery.
• If 14 days have passed since delivery, we unfortunately cannot offer a refund.
• Some products may have special return conditions listed on the product page. In such cases, the product-specific policy applies.

Eligibility for Returns

To be eligible for a return:

• The item must be in the same condition as received
• It must be:
  • In original packaging with tags
  • Unused, unworn, and unwashed
• We do not accept items that are worn, damaged, altered, or used

Do not send returns to the address on your package. That is not our return address and may delay processing.

Non-Returnable Items

The following items are not eligible for return:

• Digital products and vouchers once delivered
• Tickets and deal vouchers after delivery, unless the event is cancelled or rescheduled
• Used or damaged item

Services

Service-based purchases are handled on a case-by-case basis.
Unless there is an issue with the service, refunds are generally not available after 7 days from purchase.

To request a service return, email: happiness@emall.ae

Exchanges

We do not offer direct exchanges.
If you want a different color, size, or style:

• Place a new order for the desired item
• Return the original item within 14 days for a refund

Return shipping costs for exchanges are the buyer’s responsibility.

Return Process

• Email ops@emall.ae with:
• • Order number
  • Product name
  • Reason for return
  • Photos (if damaged or defective)
• We will reply within 24–48 hours with return instructions.
• After we receive and inspect the item, we will notify you of approval or rejection.

Refunds

• Approved refunds are issued to the original payment method
• Processing time: 7–10 business days, depending on your bank or payment provider

If you have not received your refund:

• Check your bank account
• Contact your card issuer or payment provider

Shipping Costs

• Customers are responsible for return shipping costs
• If the return is due to our error (wrong or defective item), we will cover the return shipping

Order Cancellation

• Orders can be cancelled before shipment, subject to a AED 0 cancellation fee
• Orders that have already been shipped cannot be cancelled
• Please wait for delivery and then initiate a return

Contact Us

For any return, refund, or order-related queries:

Email: happiness@emall.ae

Business Hours: Monday – Saturday, 10 AM – 6 PM