Returns & refunds policy

1.1 Key Points (Summary Only)

This summary helps you understand the main points and does not replace the full Policy below.

• Eligible items can be returned within 15 calendar days from "Delivered".
• We arrange return pickup for eligible returns at no cost to you within the UAE.
• Returns from outside the UAE (GCC orders) may require you to arrange and pay for return shipping, except where the product is damaged, defective, or incorrectly supplied.
• Some health, hygiene, and customised products cannot be returned once opened or used (see Section 3).
• Refunds are processed after inspection and approval (see Section 8), typically within 5–10 business days after approval, plus any processing time required by your bank or payment provider.
• For damaged, defective or incorrect items, we cover reasonable return shipping costs (where we ask you to arrange shipping) and refund your delivery fees.
• In short: hassle-free 15 day returns with free UAE pickup on eligible items, and full support if something arrives damaged, defective or not as ordered.

1.2 About This Policy

This Returns & Refunds Policy (the "Policy") applies to all purchases made through www.haqme.com (the "Platform"), operated by Windswood General Trading LLC trading as haqme ("haqme", "we", "us", or "our"). This Policy forms part of, and should be read together with, the haqme Terms & Conditions and Privacy Policy (collectively, the "Platform Policies"). If there is any inconsistency between this Policy and the Terms & Conditions specifically on returns and refunds matters, this Policy will prevail on that subject matter.

1.3 Your Statutory Rights

Nothing in this Policy limits, excludes, or affects your mandatory consumer rights under applicable UAE law, including Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations. Where UAE consumer protection law provides you with additional rights beyond what is stated in this Policy (for example, rights relating to defective products, product safety, or recalls), those statutory rights will always apply.

1.4 Logistics Partner

We use a third-party courier and logistics partner (our "Logistics Partner") to deliver orders and to handle returns and reverse logistics, including collection and inspection of returned items.

1.5 Definitions

For clarity, the following terms are used throughout this Policy:

• Delivered means the date your order is marked as delivered in our system or by the courier tracking.
• Logistics Partner means our third-party courier/logistics provider(s) used for delivery and returns.
• Eligible Return means a return that meets all requirements of this Policy (including condition rules and category exclusions).
• RMA means Return Merchandise Authorisation number.

2.1 15 Day Contractual Return Period

We offer a 15 calendar day return period for eligible products, calculated from the date your order is marked as "Delivered" in our system or by the courier. This 15 day contractual return window is in addition to (and does not limit or exclude) any mandatory rights you may have under applicable UAE consumer protection laws. Returns requested after the 15 day window may not be accepted, except where UAE consumer protection law requires us to provide a remedy (for example, for certain defects, safety issues, or product recalls).

2.2 Condition Requirements for Returns

Unless a product was received by you as damaged, defective, or incorrectly supplied (see Section 6), all change-of-mind returns must meet the following conditions:

• The product must be unused, unopened, undamaged, and unwashed.
• The product must be free from odours, stains, marks, or any signs of use.
• The product must be in its original packaging, with all seals, hygiene strips, labels, tags, and accessories intact.
• Products sold as sets, bundles, or multipacks must be returned complete.
• The product must be in a saleable condition suitable for resale.

Additional requirements:

• Seals and tampering: For sealed products (for example, supplements, test kits, personal care items), the seal must be intact and unbroken for a change-of-mind return to be eligible.
• Devices, wearables, and electronics: Items must be returned factory reset (where applicable), with any activation locks or account locks disabled, and with serial numbers matching the originally shipped item. Missing accessories may result in the return not being approved or a reduced refund reflecting replacement cost.

In limited cases, we may accept a return that does not fully meet these conditions as a gesture of goodwill (for example, slightly damaged outer packaging) and may apply a reasonable deduction to reflect any reduced resale value or additional costs.

2.3 Inspection and Approval

All returned products will be inspected by our Logistics Partner and/or by us to confirm eligibility under this Policy. We aim to complete inspection within 3–5 business days after the return is received at our facility. If your return is approved, we will process the refund in accordance with Section 8 of this Policy.

2.4 If a Return Is Not Approved

If a return is not approved (for example, because the item was used, opened, damaged by the customer, or falls under a non-returnable category listed in Section 3), we will inform you and explain the reason. In these cases, no refund will be issued and, where reasonably practical, the product will be returned to you. In rare situations where it is not practical or hygienic to return the product, we may safely discard it in line with applicable regulations, without any refund.

3.1 Health, Hygiene, and Regulatory Exclusions

For health, hygiene, and regulatory reasons, the following product categories are non-returnable once opened (and in some cases, even when unopened):

• Supplements: Once opened or if any seal is broken.
• Personal Care Products: Once opened or used.
• Perishable Goods: All food items and temperature sensitive products.
• Test Kits: Once activated, used, or if any seal is broken.
• Customised Items: Made-to-order or personalised products.

These restrictions exist to comply with health, hygiene, and product safety regulations and to protect all customers.

3.2 Statutory Rights Exception

Where UAE consumer protection law requires a refund, repair, or replacement (for example, in the case of a defect that affects product safety or conformity to contract), those statutory rights will apply even if a product is listed as non-returnable under Section 3.1 above.

4.1 Contacting Customer Care

To initiate any return (including UAE and GCC orders), you must contact our Customer Care team first:

• Email: customercare@haqme.com
• Phone: +971-[TBC] (Business hours: 9:00 AM – 6:00 PM GST, Monday through Friday)
• Online: Via the Contact page at www.haqme.com

Please provide your order number, the product(s) you wish to return, the reason for the return, and your contact details. We will confirm eligibility and provide the correct return instructions.

4.2 Return Merchandise Authorisation (RMA)

Once we receive your request, we may issue an RMA number and provide instructions for collection or shipping. You must follow these instructions to avoid delays or your return not being approved.

4.3 Packaging

You must package products carefully and securely for return, including all accessories and any items supplied as part of a set, bundle or multipack. If we issue an RMA, please write it clearly on the outside of the package as instructed.

4.4 Returns Within the UAE (Pickup)

If your return is approved for pickup within the UAE, we will arrange return collection through our Logistics Partner at the address you provide (or another address agreed in writing). You must not ship items back yourself within the UAE unless we specifically instruct you to do so.

We will provide a pickup date and time window and make up to 2 pickup attempts. If both attempts fail due to unavailability, incorrect address, or repeated rescheduling, the return request may be cancelled, and you may need to contact us to arrange a new return within the 15 day window.

4.5 Returns from Outside the UAE (GCC Orders)

For orders delivered outside the UAE but within the GCC, Customer Care will confirm the appropriate return method. In many cases, you will be asked to arrange shipment of the product(s) to a specified return address rather than having a pickup arranged on your behalf.

You must always contact Customer Care at customercare@haqme.com before sending any items back, so we can confirm eligibility, provide the correct return address, and agree any applicable shipping cost reimbursements in advance.

4.6 Responsibility Until Handover or Shipment

You are responsible for the returned items until they are handed over to our Logistics Partner at pickup, or to your chosen carrier for GCC returns in line with our instructions. Once collected or received at our designated return address, the items are routed for inspection and processed under this Policy.

5.1 No Pickup Fee for Eligible Returns Within the UAE

We do not charge customers any return pickup fee for eligible returns approved under this Policy within the UAE, where pickup is arranged by us through our Logistics Partner.

5.2 Returns from Outside the UAE (GCC Orders)

For orders delivered outside the UAE but within the GCC, you are generally responsible for the cost of return shipping, unless the return is due to our error or because the product is damaged, defective, or incorrectly supplied. Where we have asked you to arrange shipment for a damaged, defective, or incorrect product, we will cover or refund reasonable return shipping costs, subject to prior approval and proof of cost.

You must contact Customer Care before sending any items back so we can confirm eligibility and shipping arrangements. International customs duties, taxes or other import charges are generally non-refundable and remain your responsibility, unless we are required by law to refund them.

5.3 Returns Not Approved After Inspection

If a return is not approved after inspection, we will notify you and handle the product in line with Section 2.4.

If you receive a product that is damaged, defective, or not what you ordered, please notify us as soon as reasonably possible.

For visible transit damage, we request notification within 48 hours of delivery. For defects discovered later, please notify us within the 15 day return period or as soon as the defect becomes apparent.

We may ask for photos and basic details to assess your claim. Where we verify that a product was damaged in transit, defective, or incorrectly supplied, we will either:

• Arrange a replacement (subject to availability), or
• Provide a refund in accordance with Section 8, including any delivery fees you paid and, where applicable, reasonable return shipping costs.

For safety related defects or product recalls, we will comply with applicable UAE consumer protection requirements, which may include withdrawal of the product, notification to affected customers, and repair, replacement, or full refund.

These rights in relation to damaged, defective or incorrectly supplied products apply in addition to, and may extend beyond, our 15 day contractual return window, in line with UAE consumer protection law.

We may offer exchanges in limited cases where feasible, particularly for different sizes or colours of the same product or alternative device models within the same product line.

Exchanges are not available for:

• Supplements, consumables, or nutritional products.
• Test kits or diagnostic products.
• Personal care or hygiene products once opened.
• Perishable or temperature sensitive goods.
• Customised or personalised items.

Exchanges depend on stock availability and the product meeting all return conditions in Section 2.2. If an exchange is not possible, we will treat your request as a standard return and process a refund if eligible.

For approved exchanges, we will arrange return pickup in the UAE or confirm GCC shipping arrangements as per Sections 4 and 5, and we will cover standard shipping for the replacement item.

8.1 Refund Processing Time

Once your return is received and approved after inspection, we will process the refund within 5–10 business days. Your bank or payment provider may require additional time (typically 3–5 business days) to make the funds available.

8.2 Refund Method

Refunds will generally be made to the original payment method, where possible. If that is not feasible (for example, expired card), we may provide store credit or another reasonable method agreed with you.

8.3 Refund Amount

For approved change-of-mind returns, we will refund the product price you paid.

Original delivery charges will not be refunded for change-of-mind returns, except where:

• You return the entire order, and
• The return is due to our error or due to damaged/defective items.

For returns of damaged, defective, or incorrect products, we will refund the full product price and all delivery fees you paid, and any approved return shipping costs as described in Section 5.2.

If you return only some items from a multi-item order, we will refund the product price for the returned items only; delivery fees are generally non-refundable, except where the partial return is due to damaged, defective, or incorrect items supplied by us.

Where we accept a return that does not fully meet the condition requirements in Section 2.2 (for example, missing packaging or accessories, or minor damage to packaging), we may apply a reasonable deduction to your refund to reflect the reduced resale value or replacement costs, and we will inform you of any such deduction in advance.

8.4 Discount Codes and Promotions

If you used a discount code or promotional offer, refunds would reflect the amount you actually paid after the discount. Promotional value is not normally reissued, and any refund will be calculated on the discounted price, subject to UAE consumer protection law.

8.5 Free Gifts and Samples

If your order included free gifts or samples tied to a qualifying purchase, you may need to return them if you return the qualifying product(s). If you keep the free item, we may deduct its value from your refund.

You may cancel your order yourself or via Customer Care within 15 minutes of placing the order, provided it has not yet been picked and packed.

After 15 minutes, cancellation depends on whether the order has entered fulfilment or is out for delivery. Once dispatched, cancellation is generally not possible, and you may need to refuse delivery or use the standard returns process.

If we successfully cancel your order before shipment, we will refund the full amount paid (including delivery fees) to your original payment method within 5–10 business days.

Products returned in accordance with this Policy and approved after inspection will be restocked as available inventory.

Products returned in a condition that does not meet the requirements of Section 2.2 will be treated as not suitable for resale. We will notify you and handle the product in line with Section 2.4.

For products supplied by our Product Partners, we may provide them with aggregated return information (for example, return volumes and reasons) to help improve product quality and customer satisfaction.

To keep our returns fair for everyone, we may limit or refuse returns and refunds where we reasonably believe the Policy is not being used as intended, for example in cases of unusually high return rates, repeated use-and-return behaviour, products showing signs of use beyond reasonable inspection, serial number mismatches, suspected resale activity, or inconsistent damage claims.

If we suspect misuse, we may request extra verification, restrict return privileges, decline non-compliant returns, suspend or close accounts in line with our Terms & Conditions, or report suspected fraud to authorities.

In cases of repeated or serious misuse of this Policy, we may, acting reasonably, restrict returns, limit future refunds to store credit, or close accounts, while always respecting your statutory rights under UAE consumer protection law.

We will always act fairly and proportionately and in line with your statutory rights under UAE consumer protection law. If we restrict your return privileges, we will notify you and give you an opportunity to respond before making any final decision.

If you have a concern about a payment or believe you were charged incorrectly, please contact Customer Care first so we can try to resolve the issue quickly and directly.

If you initiate a chargeback, we may share relevant order and transaction details with your bank or payment provider to help review the case, in line with our Privacy Policy. Handling of chargebacks and any related account actions is further described in our Terms & Conditions.

Any chargeback rights you may have under your card or bank terms are separate from and in addition to this Policy.

We use your personal data to handle returns, refunds, exchanges, and related communications, in line with our Privacy Policy. This includes using your data to perform our contract with you, meet legal and tax obligations, and prevent fraud or misuse of our returns processes.

For full details, including how long we keep your data and your rights, please see www.haqme.com/privacy.

We will contact you by email, SMS, or in-site notifications to keep you updated about your return or refund (for example, RMA details, pickup arrangements, inspection results, and refund status).

Please keep your contact details up to date in your account or when speaking with Customer Care, as this helps prevent delays or missed updates.

More information about how we use your contact details and your communication preferences is set out in our Privacy Policy and Terms & Conditions.

This Returns & Refunds Policy forms part of the overall legal framework for using the haqme Platform and should be read together with our Terms & Conditions and Privacy Policy.

Any dispute or claim relating to this Policy will follow the same governing law and dispute resolution rules as set out in the haqme Terms & Conditions (including the law of the United Arab Emirates as applied in the Emirate of Dubai and the competent courts there, subject to mandatory UAE consumer protection rules).

We may update this Policy from time to time, for example to reflect changes in our Services, business practices, or applicable laws. When we make material changes, we will:

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For all returns, refunds, exchanges, or questions about this Policy, please contact:

haqme Customer Care

• Email: customercare@haqme.com
• Phone: +971-[TBC]
• Business Hours: 9:00 AM – 6:00 PM GST, Monday through Friday
• Online: www.haqme.com/contact

Windswood General Trading LLC Trading as: haqme United Arab Emirates

For full company details, please see our Terms & Conditions at www.haqme.com/terms.