Returns handling

When an order comes back to us (either refused at the door or returned by the buyer inside your return window), we inspect it, photograph the condition, and apply your standing disposition rule. Returns are billed per unit and are visible in your dashboard the same day they arrive.

Why returns come back

Three common paths:

• Refused at door. Buyer changed mind, parcel arrived during a buyer absence run, or address turned out wrong. Most refused orders arrive back at our warehouse the next business day.
• Buyer-initiated return. Buyer used your storefront’s returns flow and shipped (or scheduled a pickup) inside your return window. Common for fashion and shoes.
• Marketplace return (Noon, Amazon SFP, Carrefour Online). The marketplace pushes the return to us via API or by manual upload.

What we do on arrival

1. Receive at the returns dock. Returns enter at a dedicated dock to keep them separate from new inbound.

2. Inspect against your rules. Each SKU has a return rule you set during onboarding: restock if sealed, restock if unworn, refurbish if light packaging damage, dispose if any sign of use. You can change rules per SKU anytime.

3. Photograph the condition. Top-down photo and any defect close-up. Attached to the order in your dashboard.

4. Apply the disposition.

   • Restock: back to its bin, sellable again.
   • Refurbish: lightly repacked, marked as B-grade, kept separately.
   • Dispose: scrapped via our licensed waste handler. Photo and disposal certificate stored on the order.
   • Return to seller: bundled into a periodic pickup, on your schedule.

5. Update inventory and your buyer-side flow. The order ledger updates within minutes. If you use Shopify, the refund or restock event is synced back automatically.

Return fees

A return is billed at the prevailing Returns fee as a single collection line: inspection and restock are part of standard processing, included. Refused-at-door returns are billed at the original last-mile delivery fee plus the return collection. See Returns fee.

Disposal is handled case by case rather than as a standing line; categories that require special handling (batteries, cosmetics, supplements) carry their actual cost.

Return windows

• Default: 14 days from delivery, sealed and unused.
• Fashion and accessories: typically 14 days, with tags attached.
• Electronics: 7 to 14 days, factory seal intact.
• Final sale categories (intimate, cosmetics opened, food, supplements opened): no return.

You define the window per SKU. We will reject any return that arrives outside the window unless you flag the order for exception.

Caution

UAE consumer protection rules grant a minimum 7-day return window for many categories. Setting “no return” without a clear category exemption may expose you to complaints. Check with your legal advisor if you are unsure.

Refused-at-door behaviour

You can set a refusal cap per buyer (for example, automatically block COD checkout for any buyer who has refused two SamVertex orders in 90 days). This is a free feature, enabled in your dashboard.

Reporting

Your monthly invoice includes a returns report:

• Return rate by SKU and by Emirate
• Reason breakdown (refused, wrong size, defect, no longer wanted)
• Disposition outcomes (restocked, disposed, returned to seller)

Sellers use this to refine product pages, sizing charts, and packaging.

Next steps

Returns process The full operational flow, including timelines, statuses, and exception handling.