Refund policy

Thank you for shopping with JR17, operated by Sahaj Global FZCO. This policy explains the conditions for returns, exchanges, cancellations and refunds.

Nothing in this policy limits any mandatory consumer right available under the laws of the United Arab Emirates.

Change-of-Mind Returns

Customers may request a return within 7 calendar days of receiving an order, provided that:

  • The product is unused, unworn, unwashed and undamaged.
  • The product is in its original packaging.
  • All labels, seals, accessories and complimentary items remain attached.
  • The customer provides the order number or proof of purchase.
  • JR17 approves the return before the product is sent back.

Products sent without prior return approval may not be accepted.

Non-Returnable Products

Unless a product is defective, damaged, incorrect or not as described, returns are not accepted for:

  • Opened cosmetics, perfumes, fragrances or personal-care products
  • Products with broken hygiene or security seals
  • Underwear, earrings or other hygiene-sensitive goods
  • Food, flowers, perishable products or short-life consumables
  • Digital products, downloads and gift cards
  • Customized, engraved or personalized products
  • Clearance or final-sale products
  • Products damaged through misuse, negligence or improper storage

Where a non-returnable product arrives defective, damaged, incomplete, incorrect or materially different from its advertised description, the customer’s applicable UAE consumer rights will continue to apply.

Damaged, Defective or Incorrect Products

Customers should inspect their order immediately after delivery.

A customer who receives a damaged, defective, leaking, incomplete or incorrect product should contact JR17 promptly, preferably within 48 hours, and provide:

  • Order number
  • Description of the issue
  • Clear photographs of the product
  • Photographs of the external and internal packaging
  • An unboxing video, where available
  • Photograph of the courier label

The 48-hour reporting request helps us investigate courier damage and does not remove any mandatory right provided under UAE law.

Customers should keep the product, packaging, shipping label and all accessories until the claim has been resolved.

After verification, JR17 may provide an appropriate:

  • Replacement
  • Repair, where applicable
  • Exchange
  • Full or partial refund

Where the issue is caused by JR17, the manufacturer, storage conditions or delivery handling for which JR17 is responsible, the customer will not be charged the reasonable return or replacement delivery cost.

Return Procedure

To request a return, email:

jr17global@gmail.com

Or contact:

+971 58 235 6677

Include your full name, order number, reason for the return and supporting photographs.

Once approved, JR17 will provide return instructions and the appropriate return address. Customers must not send products to the registered office without receiving return instructions.

Return Delivery Costs

For an approved change-of-mind return, the customer is responsible for the return courier charges.

JR17 will bear reasonable return or replacement delivery costs where we verify that:

  • The incorrect product was supplied.
  • The product was damaged before or during delivery.
  • The product has a manufacturing defect.
  • The product materially differs from its advertised description.

Original shipping charges are generally non-refundable for a change-of-mind return.

Inspection and Refunds

Returned products will be inspected after receipt.

Once the inspection is complete, JR17 will notify the customer whether the refund has been approved, partially approved or rejected.

Approved refunds will generally be initiated within 7–10 business days using the original payment method, where technically possible.

Banks, card issuers and payment providers may require additional time to reflect the refunded amount in the customer’s account.

Exchanges

Exchanges are subject to product availability.

When the requested replacement is unavailable, JR17 may offer:

  • Another product of equal value
  • Store credit
  • A refund

Any price difference must be paid before the replacement product is dispatched.

Cancellations

A customer may request cancellation before an order has been packed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible. The customer may follow the applicable return procedure after receiving the order.

JR17 reserves the right to cancel an order where:

  • A product is unavailable.
  • Payment cannot be verified.
  • The delivery address is incomplete or outside the service area.
  • An obvious pricing or technical error has occurred.
  • Fraudulent or unauthorized activity is reasonably suspected.

Any eligible amount already paid for a cancelled order will be refunded.