Returns and Refunds

Changed your mind

You can return an item within 7 days of delivery if:

• it is unused;
• it is in its original, unopened packaging;
• you include the invoice or the order number.

For a change-of-mind return, you pay the cost of returning the item. If we collect it, we deduct the delivery fee from your refund. You can also bring it to our warehouse in Sharjah.

Items we cannot take back

Unless they are defective or not what you ordered, we cannot accept returns of:

• items cut or assembled to order, for example hoses cut to length and hose assemblies;
• calibration gas once the cylinder has been opened or used;
• consumables and chemicals, and any item whose seal is broken;
• pyrotechnics;
• items we ordered or supplied specially for you.

Defective, damaged or wrong items

If an item is defective, damaged in transit or not what you ordered, tell us as soon as possible. Please report visible damage to the driver on delivery, or to us within 48 hours.

We will collect the item at our cost. You choose whether we replace it or refund it. This applies in addition to any manufacturer warranty.

Warranty

Where the manufacturer gives a warranty, it applies to the item. We will help you make a warranty claim. The warranty period and terms are those stated by the manufacturer. Your rights under UAE consumer protection law are not affected.

How to return an item

1. Email info@alsafwanmarine.com or WhatsApp +971 55 659 9860 with your order number and the items you want to return.
2. For defective or wrong items, send a photo if you can.
3. We confirm the return and arrange collection, or you bring the item to our warehouse.

Warehouse: #20, A20 Warehouse, Industrial Area 13, Sharjah, United Arab Emirates. Open in Google Maps. Hours: Mon–Sat 8:00–18:00.

Refunds

• We check the item when we receive it.
• We refund within 14 days of receiving the item.
• We refund to the original payment method: by bank transfer for bank-transfer orders, and in cash for cash-on-delivery orders.
• For a change-of-mind return, the refund covers the item price. Return delivery is at your cost.

Cancelling an order

You can cancel free of charge before we dispatch the order.

• Quotation requests, quotations and placed orders can be cancelled online in your orders.
• Otherwise, call or WhatsApp us on +971 55 659 9860.

If you have already paid by bank transfer, we refund the full amount within 14 days.

Once an order is dispatched, it cannot be cancelled. You may return it under this policy instead.

Questions and complaints

Contact us first by email or WhatsApp. We reply within 2 working days. See our Terms of Sale for how complaints are handled.