Return & Refund Policy

1.1. Buyer shall mean the person, company, or entity purchasing or making an order for the purchase of any product/s from the Platform.

1.2. Seller shall mean the person, company, or entity selling any product/s on the Platform, as further defined in the User Terms and Conditions or otherwise stated herein. Unless otherwise specified herein, or the context implies differently. In the context of this Policy, Seller may also refer to as masdary.

1.3. Return shall mean Returns of products sold by any Seller on the Platform, in compliance with this Policy in effect as of such sale.

1.4. Refund shall mean the reimbursement of the amount paid for the Product being Returned, less any applicable deductions in accordance with this Policy in effect as of the date of the sale / Return.

1.5. Product / Item shall mean any item listed for sale by a Seller on the Platform and available for purchase by a Buyer.

1.6. Third Party Marketplace Seller shall mean a Seller selling products to Buyers via the Platform, excluding masdary.

1.7. International Orders shall mean orders placed on the Platform by Buyers from Third Party Marketplace Sellers who are located outside of the United Arab Emirates.

1.8. User Terms shall mean the User Terms and Conditions applicable to all users of the Platform.

1.9. Sold by masdary shall mean an order for the purchase of Products, which is sold directly by masdary in its own name and on its own behalf to Buyers via the Platform.

1.10. Cancellation shall mean the cancellation, in whole or in part, of an order which has been placed by a Buyer and duly received and confirmed by the Seller. For the purposes of this Policy, Seller shall mean either masdary or a Third Party Marketplace Seller.

1.11. Change shall mean a change in the quantity and, or, the specifications of a product which has been ordered by Buyer.

1.12. Near-Expiry shall mean if the product shelf life is longer than one year. “Near-Expiry” means that the product has less than 6 months shelf life upon delivery. If the product shelf life is shorter than one year, “Near-Expiry” means that the product has less than 25% shelf life upon delivery.

1.13. COD shall mean Cash-on-Delivery.

1.14. Click & Collect shall represent the option for Buyers to select at checkout, which allows them to pick up orders from masdary’s warehouse, the address of which will be provided at the end of the checkout process.

2.1. Cancellation of orders refers to orders that are pending fulfilment. The terms below apply to Products held in stock, and to made-to-order items, and include Products stored or held outside of the United Arab Emirates.

2.2. To ensure delivery of the desired Products in the shortest lead time, masdary begins processing orders from the moment they are confirmed. Hence a request to cancel or change an order may not be feasible or acceptable in certain cases. Furthermore, logistics, locked-in pricing for ordered products and obligations toward third party suppliers may impact masdary’s ability to accept a cancellation or change request. Therefore, please read the below carefully and contact us if you have any queries.

2.3. Subject to the terms and conditions contained in the Policy:

• The Buyer and Seller may, by mutual written consent, agree to cancel an order. This will be evaluated on a case-by-case basis at masdary’s discretion.
• The Seller may cancel an order without obligation, liability to, or consent from the Buyer.
• Buyers may cancel orders soon after they are placed. Once the order status reads “ready to ship”, the Buyer will no longer be able to proceed with a Cancellation.
• Buyers may cancel delayed orders after 2 days past the estimated delivery date, and an automatic Refund will be initiated.

2.4 Once an order is already delivered, cancelation is no longer possible, the customer would have to submit a return request with a valid reason based on the Policy.

2.5 Changing or cancelling orders cannot be accepted when “same day shipping” or “express” is specified in the order.

3.1. Cancellation of special large quantity orders shall not be acceptable unless specifically agreed in writing between the Buyer and Seller.

3.2. To request the Cancellation of an order, the Buyer must send a request in writing to masdary via email or the appropriate Platform functionality, requesting to cancel all or part of a non-executed (or pending) order which has a status labelled "Pending Fulfilment". The Buyer can also cancel the order directly on its masdary account within the relevant Cancellation window mentioned in paragraph 5 of this Policy.

3.3. Upon receiving such notification, the Seller shall stop any work in respect of said order and advise the Buyer, in writing, of whether the Cancellation can be accepted (including any applicable conditions for such cancellation).

3.4. Where a Cancellation request has been approved but the Seller has already incurred costs and expenses that cannot reasonably be recovered through the sale of the products to another Buyer, the Buyer will pay the Seller for all such costs and expenses, which may include costs of related raw materials, packaging, shipping and any other costs or expenses related to the order fulfilment. In such cases, the Seller may deduct such costs from any amounts pre-paid by the Buyer, or otherwise held on the Buyer’s account.

4.1. Unless further restrictions apply as specified in the sections below, or otherwise specifically agreed in writing between the Buyer and masdary, Returns will be processed only if:

• It is determined that the Product was damaged in transit.
• The Product is returned in the same condition as when it was received (sealed/unopened, if applicable, with the original brand /manufacturer box or packaging, and, if applicable, any user manual, warranty card, and all accessories)

4.2. Items marked as "non-returnable" or “custom-made” on the product detail page cannot be returned. However, in an unlikely event that a damaged, defective or wrong Product is delivered to the Buyer, masdary will provide a full refund or replacement, as applicable. masdary may contact the Buyer to further investigate the damage to, or defect in, the Product prior to issuing the Refund or replacement. masdary reserves the right to collect or inspect the Product to confirm the damage to, or defect in, the Product prior to issuing the Refund or replacement.

4.3. Frozen Items, fresh foods, or chilled foods and beverages must be inspected at the time of receipt. Buyers must inform masdary’s delivery agent of their rejection of the Product at the time of delivery in the unlikely event of receiving an unsatisfactory item.

5.1. Consumable Items must be returned within 24 hours of delivery, these Items include:

• Beverages (non-alcoholic)
• Packaged snacks
• Packaged bakery items (e.g., bread, pastries)
• Dairy products (e.g., milk, cheese)
• Packaged fruits and vegetables
• Packaged meats and seafood
• Ready-to-eat meals
• Cooking Oils
• Pet Food
• Live Plants
• Any other consumable item that may not be mentioned in the above list

5.2. For all other Product categories, Buyers who are individuals must inform masdary within 7 days of delivery, in writing, of their intent to Return Products, including valid reasons and proof (where applicable).

5.3. For all other Product categories, Buyers who are not individuals must inform masdary within 24 hours of delivery, in writing, of their intent to Return the Products, including valid reasons and proof (where applicable).

5.4. If no notice is received within the above-mentioned time frames, the Buyer will be considered as having accepted the Products, as is, and without objection.

6.1. To initiate a Return, the Buyer must, within the Return Period, notify masdary in writing describing the damage, non-conformity, or other reason for Return in sufficient detail as to enable masdary to make a claim to its Supplier or otherwise seek corrective action. The notification shall be made via email to masdary Customer Service at [email protected] to submit a Return or Refund request by quoting the:

• Order or transaction ID;
• Order value; and
• Reason for Return, including wherever possible or required under this Policy, evidence to support the claim, such as pictures or reports from third parties.

6.2. Upon receipt of the email, the masdary’s Customer Support team will investigate the claim and advise whether the Products are eligible for Return and Refund under this Policy.

6.3. If the Return and Refund request is approved, the Customer Support team will create a Return ID, and initiate the necessary actions to process the Return and the Refund in accordance with the terms contained in this Policy.

6.4. If the Return is initiated without any error on the part of masdary or the Seller (e.g. due to Buyer's preference or sizing expectations), the Buyer will not be eligible for a Refund on shipping fees. However, if the Items received are not as described on masdary (damaged, incorrect in quantity, or an error in the Item’s sizing/color), the shipping fee will be refundable to the Buyer.

7.1. When a Product is eligible for Return and Refund, the Buyer must return the Product in its original condition, including all original packaging and materials (instruction manuals, accessories, etc.) If a Product is being Returned as new but has clearly been used, marked, tampered with or damaged prior to its Return, masdary reserves the right to refuse to issue the Refund.

8.1. If the transaction took place within the United Arab Emirates, masdary or the appropriate Third-Party Marketplace Seller will be responsible for the collection and Return process without further cost to the Buyer for shipping.

8.2. If the transaction involves a party outside of the United Arab Emirates, the Third-Party Marketplace Seller will manage the collection and delivery process, and this may be done by a third-party carrier.

8.3. For the avoidance of doubt, masdary will not cover the costs of any documentation required in relation to the Return of the product.

8.4. Buyer will be informed of the collection process, timing and costs after the Return and Refund request has been approved.

9.1. Where the Seller is masdary, the purchase amount, net of any applicable deductions, will be refunded to the Buyer using the same payment method used during the purchase, within 7 to 14 working days from the approval of the Refund.

9.2. In the event Buyers are found to misuse this Policy by excessively returning Products, or returning Products which are not in their original condition, or by repetitively cancelling or not accepting the orders placed, masdary reserves the right to warn, restrict, suspend, block and/or terminate such Buyer accounts, as necessary.

9.3. will not accept Returns of any Products which are wrongfully sent back to masdary, or Products which differ from what was originally delivered to the Buyer. This includes Products which were not originally purchased from masdary. In the event masdary receives such Products, masdary will not provide a Refund or any other concession in respect of such Products, and the Buyer’s actions may result in restrictions on its masdary account including limiting its ability to return Products or cancel orders in the future. Any such Products which the Buyer returns to masdary may not be shipped or otherwise returned to the Buyer. masdary will only process a Return in respect of Products which were originally delivered to the Buyer, in accordance with this Policy.

9.4. masdary reserves the right to reject a Return or Refund request if the reason for such request is not in line with this Policy. In such cases, masdary will not issue a Refund for the Products nor the delivery fees. masdary is not responsible for Items erroneously contained within a returned package, or for any data breach resulting from failure to eliminate personal data contained in a returned Product.

9.5. For rejected Refund requests, masdary will make two attempts to redeliver the Products to the Buyer. Should the redelivery attempts be unsuccessful, masdary shall hold the Products for 30 days before disposing of the same.

10.1. In order to benefit from the Click & Collect feature, payment for orders must be made exclusively via credit card or COD, cheques will not be accepted.

10.2. Buyers cannot amend an order once it has been submitted. Once an order is placed, the Buyer may select a date and timeslot to collect the order. Upon collection, the Buyer shall inspect the Products and sign a document confirming receipt of the Products. Once the Products have been collected by the Buyer from masdary's warehouse, the Products will be deemed to have been fully accepted by the Buyer.

10.3. If a Buyer chooses the COD payment method, and does not pick up an order at the scheduled collection timeslot, the order will be cancelled after 48 hours of the scheduled collection time, without notice.

10.4. If a Buyer wishes to reschedule a collection timeslot, the Buyer must contact masdary to do so. If a Buyer wishes to opt for a delivery option after selecting the Click & Collect option, the Buyer must contact masdary in order to arrange for a delivery (charges of which will apply).