Return and Exchange Policy

Return and Exchange Policy

Last updated: July 26, 2026

1. Introduction

ETEKET is a multi-vendor online marketplace owned and operated by NOVA PAZAR TRADING that connects customers with independent merchants. We are committed to protecting the rights of all parties and handling exchange and return requests clearly and fairly, in accordance with this policy and the applicable laws of the United Arab Emirates.

This policy forms part of the Terms and Conditions published on ETEKET.SHOP.

2. Returns Due to a Change of Mind

A customer may request the return of a product due to a change of mind within seven days from the date of receipt, provided that all of the following conditions are met:

The product has not been used, worn, washed, or damaged.
The product remains in its original condition and is suitable for resale.
The original packaging, seals, labels, tags, and accessories are intact.
Proof of purchase and the order number are provided.
The return request is submitted within the specified period.

The customer bears the return shipping cost for a change-of-mind return, in addition to any fees associated with returning the product, unless ETEKET announces otherwise as part of an offer or special policy.

Original delivery charges are not refundable for a change-of-mind return where the delivery service has already been completed, to the extent permitted by law.

3. Products That Cannot Be Returned Due to a Change of Mind

The following categories cannot be returned due to a change of mind:

Health or personal-care products.
Underwear and similar products of a health or personal nature.
Cosmetics, perfumes, and sealed products after they have been opened or their seal has been removed.
Earrings or products that come into direct contact with the body after their packaging has been opened, where preventing their return is necessary for health reasons.
Products made, modified, or engraved according to the customer’s request.
Products that have been used, washed, or damaged after delivery.
Products missing their original packaging, labels, or accessories.

These exclusions do not apply where the product is defective, damaged, incorrect, or does not conform to the order or description. The customer’s statutory rights remain protected.

4. Defective, Damaged, Incorrect, or Non-Conforming Products

If a product arrives defective, damaged, different from the product ordered, or not as described, please contact ETEKET as soon as possible after discovering the issue. Reporting visible shipping damage within 48 hours of receipt is recommended to facilitate verification, without affecting any rights granted to the customer by law.

The following information must be provided:

The order number.
A clear description of the issue.
Photographs or a video showing the condition of the product.
Photographs of the outer packaging and shipping label where damage occurred during delivery.

After reviewing the request, an exchange, repair, or refund may be provided depending on the nature of the product, the issue, the availability of a replacement, and the requirements of applicable law.

The merchant bears the full cost of returning or replacing the product where it is defective, damaged, incorrect, or does not conform to the order or description.

5. Exchanges

An exchange may be requested within seven days from the date of receipt where the product meets the return conditions stated in this policy.

Exchanges are subject to the availability of the requested product, size, or colour. If a replacement is unavailable, the customer may choose a refund of the amount due in accordance with this policy.

For an exchange due to a change of mind, the customer bears the product return fee and the delivery fee for the replacement. Where the exchange is due to a defect, damage, error, or non-conformity, the merchant bears the related fees.

6. How to Submit a Return or Exchange Request

A customer may submit a request through one of the following methods:

The product must not be sent before receiving return instructions or approval from the ETEKET team, so that the shipment can be directed to the correct address and the request can be properly tracked.

7. Inspection of Returned Products

All returned products are inspected after receipt to confirm their condition and compliance with this policy.

If a product has been used, washed, or damaged after delivery, or returned without its original packaging, labels, or accessories, a change-of-mind return request may be rejected and the product may be returned to the customer at the customer’s expense.

Receipt of a returned shipment does not constitute final approval of the return or refund. Approval is issued only after the inspection has been completed.

8. Refunds

After the product has been received and inspected and the refund request has been approved, the refund will be processed within 14 business days.

The refund will be returned to the original payment method used for the order. Where payment was made by bank transfer, the refund will be made to a bank account in the name of the person who placed or paid for the order after the required verification procedures have been completed.

The customer’s bank or payment-service provider may require additional time for the refund to appear in the customer’s account. This period is not included in ETEKET’s processing period.

Refunds will not be issued as ETEKET credit unless the customer expressly chooses that option and it is available.

9. Order Cancellation

A customer may request cancellation within one hour from the time the order is confirmed, provided that the order has not been shipped and the merchant has not started fulfilling or preparing it in a manner that makes cancellation impossible.

Products made or modified to order cannot be cancelled after fulfilment has begun, unless the merchant agrees or the product is defective or does not conform to the order.

If cancellation is approved after payment has been collected, the amount will be refunded to the original payment method and processed within 14 business days.

10. Refusal to Accept Delivery

Refusing to accept delivery is not a substitute for submitting a cancellation or return request in accordance with the procedures stated in this policy.

If a customer refuses to accept an order without a defect or error and without an approved cancellation, shipping, return, and any actual resulting charges may be deducted to the extent permitted by law.

11. Orders Shipped to GCC Countries

Return and exchange requests from outside the United Arab Emirates are subject to the same conditions, provided that the customer bears the return shipping cost and any customs charges where the return is due to a change of mind.

If the product is defective, damaged, incorrect, or non-conforming, the merchant bears the return cost or provides an appropriate solution after reviewing the evidence and the circumstances of the shipment.

12. Statutory Rights

This policy is not intended to exclude or limit any mandatory consumer right under the laws of the United Arab Emirates. If any provision of this policy conflicts with a mandatory legal requirement, the legal requirement will apply.

13. Contact Us

Trade Name: ETEKET

Legal Entity: NOVA PAZAR TRADING

Website: ETEKET.SHOP

Email:

Hello@ETKET.SHOP

Phone:

+971 58 115 0094

Emirate: Dubai, United Arab Emirates