Return, Refund, Replacement & Cancellation Policy

1. Return request window

You may request a return within 7 calendar days after delivery for an eligible item. A request is made on time when it is submitted through My Orders, the Return Request page, or customer support within that period.

This 7-day commercial return window does not reduce any rights or remedies that apply under UAE law for defective, damaged, incomplete, unsafe, incorrectly supplied, not-as-described or otherwise non-compliant goods, or under an applicable product warranty. Those rights include remedies under Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means and Federal Law No. 15 of 2020 on Consumer Protection and its executive regulation.

2. Reasons we accept returns

• Store1920 error: the item is wrong, missing, damaged in transit, defective on arrival, incomplete, or materially different from its description.
• Change of mind: the eligible item is unused, unopened where a seal applies, unactivated, in resalable condition, and returned with original packaging, labels, accessories, manuals, gifts and proof of purchase.
• Delivery delay: where UAE law or the order terms provide a remedy because the delay makes the product no longer useful for its intended purpose.

3. Items not eligible for change-of-mind return

• Opened, activated, configured or used phones, tablets, laptops, wearables and similar personal electronics, unless a defect or other mandatory right applies.
• Hygiene, personal-care, beauty or intimate products after opening or where the hygiene seal is broken.
• Perishable goods and consumables with a short shelf life.
• Digital products, software, activation codes or media after access, activation or unsealing.
• Personalised, made-to-order or custom-configured products.
• Hazardous, flammable or restricted goods where safe return is not possible.
• Clearance items only where the product page clearly stated “final sale / not returnable for change of mind” before purchase.

These exclusions do not apply where the item is defective, damaged, incomplete, wrong, not as described, unlawful or otherwise protected by mandatory UAE consumer rights. Order value alone does not remove return rights.

4. Condition and evidence

Please keep the original packaging and provide your order number. For a damaged, wrong, incomplete or defective item, photos or a short video may help us assess the issue quickly. Evidence requests must be reasonable and will not be used to block a valid statutory claim.

5. Return shipping and collection

If Store1920 confirms that the item is wrong, damaged, defective, incomplete or not as described, Store1920 will arrange collection or provide return instructions at no return-shipping cost to you. For an approved change-of-mind return, the customer pays the disclosed return-collection charge. The charge will be confirmed before collection and may be deducted from the refund with your agreement.

Do not send products to a manufacturer, supplier or unlisted location. Returns must follow the instructions issued by Store1920. Return address: Warehouse No. 1, 18 Maleha St, Industrial Area, Sharjah, United Arab Emirates.

6. Inspection and decision

We will inspect the returned item and notify you of approval, rejection or any reasonable deduction. Change-of-mind items may be rejected if used, activated, incomplete or not in resalable condition. Defective and statutory claims will be handled according to applicable UAE law and warranty terms.

7. Remedies

For a valid Store1920-error, defect or non-conformity claim, we will provide the remedy required by applicable law, which may include repair, replacement or refund. If a replacement is approved but unavailable, we will issue a refund. For an approved change-of-mind return, we will issue a refund; customers may place a new order for a different item.

8. Refund method and timing

• Cards: refund initiated to the original card/payment method within 5–7 business days after approval.
• Tabby/Tamara: refund submitted through the original provider within 5–7 business days after approval; instalment adjustments follow the provider’s processing rules.
• Cash on Delivery: refund by verified UAE bank transfer within 5–7 business days after approval and receipt of complete bank details.
• Original delivery charges are refunded when the return is caused by Store1920’s error or where required by law. Change-of-mind delivery charges are not refundable.

Your bank or payment provider may require additional time to display the refund after Store1920 initiates it. We will provide a refund reference on request.

9. Cancellations

You may request cancellation any time before dispatch through My Orders or customer support. If the order has already been dispatched, cancellation may not be possible and this return policy will apply after delivery. Approved prepaid cancellations are refunded to the original payment method. Store1920 may cancel an order for stock, pricing, payment verification, safety or fraud-prevention reasons and will refund any captured payment.

10. Warranty support

Warranty coverage varies by product and is shown on the product page or warranty document where applicable. Contact Store1920 first with the order number, serial number and issue details. We will coordinate the appropriate assessment, repair, replacement or other remedy with the manufacturer or supplier. Warranty exclusions may include misuse, accidental damage, unauthorised repairs and normal wear, subject to applicable law.

11. How to contact us

• Online: My Orders or Return Request page
• Email: support@store1920.com
• Phone: 800 786 1920
• Business hours: Sunday – Thursday, 9:00 AM – 6:00 PM (UAE time)
• Legal entity: ALTHAKEEL GENERAL TRADING L.L.C
• Registered office: Warehouse No. 1, 18 Maleha St, Industrial Area, Sharjah, United Arab Emirates
• Fulfilment/returns address: Warehouse No. 1, 18 Maleha St, Industrial Area, Sharjah, United Arab Emirates

Nothing in this policy excludes or limits rights that cannot lawfully be excluded or limited under applicable UAE law.