Returns
Returns are a structural part of UAE e-commerce, not an exception. We handle the whole flow end to end (collection at the door, inspection at the warehouse, photo proof at every step, and a per-SKU resolution rule that you control). Below is exactly how it works.
Do you handle customer returns?
Section titled “Do you handle customer returns?”Yes. Every parcel we deliver is eligible for return through SamVertex. We collect from the buyer’s door using the same fleet that did the outbound, transport back to our Ras Al Khor returns dock, inspect against your per-SKU rule, photograph the contents, and resolve to one of three outcomes: restock to your sellable shelf, hold for return-to-vendor, or dispose. The full service breakdown is in returns handling.
How does the return process work step by step?
Section titled “How does the return process work step by step?”- Return requested. The buyer raises the request through your storefront, your customer service team, or directly via our WhatsApp shortcut on the tracking page.
- Pickup scheduled. We confirm a window with the buyer and dispatch a driver from the same Emirate route.
- Collected at door. Driver photographs the parcel as collected, captures buyer signature, syncs the return to your dashboard.
- In transit to Ras Al Khor. Returns ride back on the same vehicles as outbound; no separate cost line for transport.
- Receiving dock photo. Parcel is photographed on arrival before quarantine, so the “as-received” condition is documented.
- Inspection. Within 48 hours we open, inspect against your SKU rule (packaging, completeness, condition), photograph the contents.
- Resolution. Pass returns to sellable shelf. Fail is held for your decision per the rule on file (dispose, RTV, repair).
Operational detail per stage in returns process.
Who pays for return shipping?
Section titled “Who pays for return shipping?”Default is the seller pays the per-collection fee. Most sellers pass that fee on to the buyer through their store return policy by deducting it from the refund total; that is a configurable option on the dashboard. Per-Emirate return collection fees are listed in returns fee and the headline rate is AED 29 per order. We charge once per collected parcel regardless of how many items are inside.
Is there a return time window?
Section titled “Is there a return time window?”We support returns within whatever return window your store policy declares: 7 days, 14 days, 30 days, or longer. Beyond your declared window we will still collect on request, but you (not us) decide whether to accept or refuse the return at inspection. The buyer-facing return policy text lives on your storefront; we mirror your rule when the buyer requests through our WhatsApp shortcut, so we never accept what your policy says we should refuse.
Where do returned items go after collection?
Section titled “Where do returned items go after collection?”Straight to the returns dock at our Ras Al Khor warehouse. Returns are quarantined on a separate physical zone (no co-mingling with sellable stock), so a damaged or contaminated return cannot accidentally end up back on the pick line. Most returns clear inspection within 48 hours and resolve to one of: restock to your shelf, hold for return-to-vendor, dispose at agreed cost. Quarantine flow detail in returns process.
How do you handle inspection and restocking?
Section titled “How do you handle inspection and restocking?”Inspection is part of standard returns processing. Returns are checked against the rule on file for that SKU: original packaging intact, item unused (or “lightly tried” for apparel where you allow), all components and accessories present, no damage from buyer use. Pass returns are restocked to your sellable shelf within 48 hours of receiving, and inventory updates in your SamVertex account. Fail returns are photographed, logged with the failure reason, and held for your decision per the dispose-or-RTV rule.
What about damaged returns?
Section titled “What about damaged returns?”Damaged returns are photographed at receiving (before opening), then again on inspection (after opening), and flagged in the dashboard with the damage reason: “shipping damage”, “buyer damage”, “missing components”, “tampered seal”. You decide what happens next via your per-SKU default rule, override per item if needed: dispose at our cost, dispose at recovery cost, hold for vendor inspection, ship to a repair partner. See damaged or lost for the inventory-side flow.
Can I choose return-to-warehouse vs. dispose?
Section titled “Can I choose return-to-warehouse vs. dispose?”Yes. The dispose-versus-restock rule is set per SKU on your dashboard. Two common cases for default-dispose: low-margin SKUs where the return collection fee plus inspection exceeds the recoverable value, and hygiene-sensitive SKUs (cosmetics that have been opened, supplements past seal, intimate apparel) that cannot legally be restocked. Override the default per individual return if you want to inspect a specific case before deciding.
Do you take photo proof on returns?
Section titled “Do you take photo proof on returns?”Yes, three photos per return. One at the buyer’s door (the parcel as collected, with the buyer’s signature stamp). One at the receiving dock (the parcel as it arrived, before opening, to document transit damage). One at inspection (the contents as opened, with any damage close-up). All three are timestamped, attached to the order in the dashboard, and downloadable for buyer disputes or insurance claims. Mirrors the outbound proof of delivery flow.
Do you handle returns from Amazon and Noon orders?
Section titled “Do you handle returns from Amazon and Noon orders?”Returns from your Amazon and Noon orders that we originally fulfilled (sold from your shelf in our warehouse, dispatched on our fleet): yes, full flow. Returns from orders fulfilled by Amazon FBA or Noon FBN (where stock sat in their warehouse, not ours): out of scope for us, the marketplace handles their own returns through their own logistics. Prep work we did (labelling, polybagging) where the unit later returned: we will receive at our dock and reprocess for you.