Refund policy

At Kanu Arabia LLC, we strive to ensure a smooth experience for all customers. If you are not satisfied with your purchase, our team will review your request and assist you accordingly.

1. How to Request a Return

All return and refund requests must be submitted by contacting our support team:

📩 Email: kanuarabia@gmail.com

You must provide:

  • Order number

  • Customer name

  • Product name

  • Reason for return

  • Photos/videos of the product

A return is not automatically approved.
Our team will review your case and confirm eligibility based on UAE consumer rules.

2. Eligibility for Returns

Returns may be requested within 7 days of delivery if the product is:

  • Unused and in original condition

  • In original packaging with all accessories/manuals

  • Free from scratches, damages, or signs of use

  • Complete with serial numbers (if applicable)

Used, damaged, or unhygienic items cannot be returned unless the item is proven faulty.

3. Restocking Fee (10%)

All approved returns are subject to a 10% restocking fee to cover:

  • Quality check

  • Sanitization (for personal care & baby products)

  • Repackaging

  • Administrative handling

This fee will be deducted from the final refund amount.

4. Non-Returnable Products

Under UAE consumer guidelines, the following products are non-returnable unless defective:

  • Used personal-care items (SterilBrush)

  • Opened baby-feeding/heating products (ThermoNurture)

  • Items damaged due to misuse, water, drops, or improper handling

  • Products missing parts/accessories

  • Customized items

  • Clearance/open-box items

5. Refund Process (Manual Only)

Refunds are processed manually after approval.

Once your return is received and inspected, we will notify you of the refund decision.

Refund timelines:

  • AED card payments: 7–14 business days

  • Cash on Delivery: refunded as store credit (unless agreed otherwise)

  • Payment gateways (Tabby/Tamara): follow their policies

  • Shipping fees are non-refundable

If the return does not meet eligibility criteria, it may be rejected or refunded partially based on condition.

6. Exchange Policy

Exchanges may be approved within 7 days, depending on:

  • Product availability

  • Product being unused & in original packaging

A rejected return cannot be exchanged.

7. Defective or Damaged Items

If you receive a damaged product, you must report it within 48 hours of delivery.

You must provide:

  • Photos/videos

  • Proof of purchase

If the defect is confirmed, we will replace the item free of charge as required under UAE consumer law.

Damage caused by customer misuse is not covered.

8. Cancellations

Orders can be cancelled before shipment with no fee.
After shipment, 10% restocking fee + shipping charges apply.

9. Compliance with UAE Law

This policy follows UAE Consumer Protection Law:
✔ Federal Law No. 15 of 2020
✔ Cabinet Decision No. 66 of 2020

Customers retain the right to a repair, replacement, or refund for genuine manufacturing defects.