Shipping & Return

Store Return & Replacement Policy

This policy is designed to align with the terms and conditions of our third-party suppliers. Returns are only accepted under specific circumstances as outlined below.

1. Eligibility for Return or Replacement

We only accept returns or process replacements for items that meet the following criteria:

  • Defective or Damaged Items: The product arrived broken, faulty, or otherwise unusable.

  • Incorrect Items: You received a product that does not match the item description or was the wrong size/colour compared to your order.

We do not accept returns or offer refunds for customer error, change of mind, or orders placed incorrectly.

2. Required Timeframe

If your item falls into one of the eligible categories above, you must contact us within 7 calendar days of the delivery date.

  • This short timeframe is necessary to ensure we can meet the strict return windows set by our suppliers.

  • We cannot process returns or replacements if more than 7 days have passed since the delivery date.

3. How to Initiate a Return

To report a damaged, defective, or incorrect item:

  1. Contact Us Immediately: Send an email to [support@ordaraat.com] with your order number.

  2. Provide Evidence: Include clear photographs or a short video demonstrating the damage, defect, or the incorrect item you received.

4. Our Process (Coordination with Supplier)

Once your return request is approved:

  • We will handle the process by coordinating directly with our supplier to arrange a refund or ship a replacement.

  • We will provide you with clear instructions, which may include returning the item to the supplier’s warehouse or simply disposing of the damaged item (depending on the supplier’s preference). Do not send the item back until you have received explicit written instructions from us.

5. Refunds

If a refund is processed, we will initiate it back to your original method of payment. The timing of the refund will depend on our supplier’s processing time and your bank’s policies. which will take between 4 – 15 working days.

Policy

1. The timeframe should not exceed 7 days from the date of receipt.

2. The original invoice/receipt is required for all returns and exchanges.

3. The product should not be opened and should be in its original condition.

4. Returned products must be in as-new condition, in original packing and with warranty cards, manuals and accessories.

Returned items should be in their original and resellable condition, with all tags attached, packaging intact and accompanied by a valid receipt. Items purchased at reduced price.

We Do Not Accept

– Products during sales or promotional periods. 

– Products damaged by misuse or showing signs of use, even if they are still under warranty.

– Products that have been used, altered, assembled or installed, unless they are defective.

Shipping & Delivery Timeframes to GCC

Delivery speeds are influenced by a number of factors, including, but not limited to, the efficiency of customs clearance procedures, the capacity of local last-mile courier networks, and the strategic placement of supplier fulfilment centres across the GCC and MENA regions.

Courier and Logistics

– Ordaraat store works with multiple suppliers and uses whatever courier or shipping method the supplier uses for the destination country.

– Ordaraat store itself does not operate a single unified courier service.

– Some cases of international fulfilment, the supplier may utilise partner logistics services (depending on region).

Full Order Refund Policy

Once we confirm your returned item meets the policy, your refund will be the product’s purchase price, less return shipping costs and any duties/taxes (which are non-refundable). Since we do not cover return shipping, this charge is the customer’s responsibility. The refund should appear in your account within 4-15 business days.

Shipping Policy

In the case of customs clearance delays, strikes, or other government actions, the latest planned delivery date and guaranteed refund date will be adjusted appropriately. The real circumstances of the interruptions to the appropriate order shall determine the additional time.

For assistance with shipping or returns, contact us at:
support@ordaraat.com | +965-65533188