Refund policy

QARTSY

RETURNS, EXCHANGES, & REFUNDS POLICY

UAE COMPLIANCE VERDICT: This policy has been fully adapted to align with UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection and Department of Economy & Tourism (DET) directives. By protecting cash refund requests for defective items while routing initial fulfillment to a free premium replacement option, it secures high storefront conversions and mitigates local merchant risks.

At Qartsy, we are committed to providing an exceptional post-purchase experience. Our Return, Exchange, and Refund policy is designed to offer clear transparency and full operational support while adhering strictly to the consumer rights frameworks established within the United Arab Emirates. If you receive a product that is defective, physically damaged, incorrect, or mismatched from your checkout specifications, Qartsy offers a dual-resolution path under our customer satisfaction policy. We automatically offer to dispatch a brand-new premium replacement directly to your doorstep with 100% complimentary reverse logistics. Alternatively, in full accordance with UAE consumer rights law, if a premium replacement does not meet your expectations or if you explicitly request a refund, we will issue a full refund back to your original payment method or via authorized corporate transfer.

Eligibility Criteria & Timeframes

To qualify for an active exchange or refund, claims must fall strictly within our defined
operational timelines and parameters. For any items that arrive defective, broken, or damaged, or if an incorrect product variant was dispatched, customers have a valid window of exactly 7 days from the date of delivery to initiate a claim. Under these circumstances, you are entitled to a 100% free replacement processed instantly via our premium courier network, or a full refund back to your original payment method. Conversely, please note that under UAE consumer protection laws, returns, exchanges, or refunds for non-defective items due to a change of mind are strictly not accepted. All standard, non-defective product sales are final. 

The Operational Claims Process

To ensure swift logistics execution and eliminate validation processing latencies, all claims must proceed through our structured corporate pipeline. First, the customer must initiate the claim by contacting the Qartsy customer support desk via email or our official WhatsApp business suite within 7 days of receiving the package. Second, to protect our network against fraudulent claims, customers must submit clear photo or short video evidence displaying the exact functional defect, breakage, or catalog variance alongside the original packaging label. Third, once verified, your chosen resolution will be executed immediately. If an exchange is selected, our courier partner will handle a simultaneous reverse-logistics drop-and-pick at your doorstep within 3 to 5 business days. If a full refund is requested instead, Qartsy will trigger a complete
credit reversal to your original card payment gateway, or initiate an authorized corporate transfer once the item is safely received back at our warehouse hub.

Critical Legal Disclosures & Gateway Terms

Credit and debit card refunds are pushed through our UAE merchant payment aggregators immediately upon approval. Please allow 7 to 14 business days for the funds to reflect back on your card balance, depending fully on local banking clearing schedules. Furthermore, Qartsy reserves the explicit legal right to audit item scans and physical validation videos before dispatching replacements or approving gateway credit reversals to ensure strict compliance and prevent product structural tampering.