Returns fee
Returns are billed as a single line: the collection fee for the trip back from the buyer’s door. Inspection and restock are part of standard returns processing, included in the collection fee. Disposal, when needed, is handled case by case. Photo proof at every stage is included.
Collection fee
Section titled “Collection fee”Charged per return collected from the buyer’s door, regardless of how many items are inside the parcel. The driver makes the same kind of trip as outbound delivery, just in reverse.
AED 29 per orderWhen this applies: every customer return we collect on your behalf, plus refused-at-door returns where the original delivery happened but the buyer would not accept.
What is included, no separate line
Section titled “What is included, no separate line”Three things many 3PLs charge for that we do not:
- Inspection at the bench. Open the parcel, check against the original SKU and packaging spec, photograph the contents, log condition and any damage. Part of standard returns processing on every return we collect.
- Restocking inspected items. Items that pass condition checks go back to your sellable shelf, ready to fulfil another order. Includes re-bagging if the original packaging was damaged and re-tagging if barcodes were removed.
- Photo proof at every stage. Door-collection photo, dock-receiving photo, inspection-bench photo. All three timestamped, attached to the order in your SamVertex account, downloadable any time. Mirrors the outbound proof of delivery flow.
How disposal works
Section titled “How disposal works”Some returns cannot go back to the shelf: damaged beyond resale, hygiene-sensitive category that cannot legally be restocked, or expired. We document with photo evidence before disposal so you have a record for buyer disputes or insurance claims. Disposal is handled case by case rather than as a standing line on your invoice; the actual cost depends on whether the category requires special handling (batteries, cosmetics, supplements).
How to choose between restock and dispose
Section titled “How to choose between restock and dispose”The rule sits per SKU on your dashboard, with override available per individual return.
- Default restock for SKUs where the recoverable value is non-trivial. Applies to most fashion, electronics, and home goods. Since restocking is included in the collection fee, the math almost always works.
- Default dispose for hygiene-sensitive categories where re-sale is not legal (opened cosmetics, supplements past seal, intimate apparel) and for SKUs where the per-unit value is so low that even storage is the wrong economics.
- Hold for decision is the safe default if you are not sure; we will flag and wait for your call.
Operational mechanics in returns process.
Returns from Amazon and Noon
Section titled “Returns from Amazon and Noon”Returns from your Amazon and Noon orders that we originally fulfilled (sold from your shelf in our warehouse, dispatched on our fleet) flow through the same pricing structure as direct returns. Returns of orders fulfilled by Amazon FBA or Noon FBN (where stock sat in the marketplace’s warehouse, not ours) are out of scope for us. Detail in the returns FAQ.