Refund policy
(In accordance with UAE Consumer Protection Regulations)
This Refund & Return Policy is issued in compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection and applicable regulations enforced by the Dubai Department of Economy and Tourism (DED).
Right of Return
Customers have the right to request a return within 14 calendar days from the date of receipt of the product, provided that:
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The product is unused, unworn, and in its original condition
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All original packaging, labels, seals, and accessories are intact
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A valid proof of purchase (invoice or receipt) is provided
Returns that do not meet the above conditions may be refused, except where the product is proven to be defective or non-compliant.
Return Request Procedure
To request a return, customers must contact us within the return period via email at ecommerce@eli-well.com.
Approved returns must be sent to the following address:
Eliwell Nutrition
No. 08, Baniyas Complex Building
Al Maktoum Road, Al Rigga,
Dubai, United Arab Emirates
P.O. Box: 184447
Once approved, customers will receive return instructions and shipping details.
Products returned without prior approval will not be accepted or refunded.
Defective, Damaged, or Incorrect Products
In accordance with UAE Consumer Protection Law, customers are entitled to a replacement or refund if a product is found to be:
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Defective
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Damaged upon delivery
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Incorrect or not as described
Customers must notify us immediately upon receipt with supporting evidence (e.g., photos or videos) to enable assessment and resolution.
Non-Returnable Products
The following items are non-returnable, except where a manufacturing defect or legal non-compliance is established:
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Food, supplements, snacks, and consumable products
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Personal care and hygiene items
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Discounted or clearance items
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Gift cards and vouchers
These exclusions are applied in line with health, safety, and hygiene standards under UAE regulations.
Exchanges and Replacements
Where an exchange is requested:
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The original item must first be returned and approved
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Replacement items must be of equal or higher value
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Any price difference must be paid by the customer
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No refund will be issued if the replacement item is of lower value
In cases of confirmed manufacturing defects, replacements or refunds will be provided in accordance with UAE consumer rights and at the discretion of Eliwellnutrition.com.
Refund Method and Timeline
Upon receipt and inspection of the returned product:
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Customers will be notified of refund approval or rejection
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Approved refunds will be processed to the original payment method within 10 business days
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Bank processing times may vary and are beyond our control
If a refund is not received within 15 business days of approval, customers may contact us for assistance.
Consumer Rights & Dispute Resolution
Nothing in this policy limits or excludes consumer rights granted under UAE law.
If a dispute cannot be resolved amicably, customers may raise a complaint with the Dubai Department of Economy and Tourism (DED) – Consumer Protection.
Contact Details
For all return, refund, or consumer rights inquiries:
