Return, Refund & Exchange Policy

Last Updated: 23 October 2026

At IGIENE, operated by GMT Global Manufacture, we are committed to providing quality products and reliable customer service. This Return, Refund & Exchange Policy explains the conditions and procedures for returning products, requesting refunds, and arranging exchanges for purchases made through igieneuae.com.

This policy applies to orders placed for delivery within the United Arab Emirates (UAE) and is subject to applicable UAE laws and consumer protection requirements.

1. Return Window

Customers may request a standard return within 7 days of receiving their order, subject to the eligibility conditions outlined in this policy.

To request a return, customers must contact our customer service team within the applicable return period and provide their order details and reason for the request.

This standard return window does not limit any additional rights or remedies available to customers under applicable UAE law.

2. Conditions for Change-of-Mind Returns

We accept change-of-mind return requests for eligible products provided that:

• The product is unused, unopened, and in its original condition.
• Original seals, packaging, labels, accessories, and included documentation remain intact, where applicable.
• Proof of purchase, such as an order confirmation or invoice, is provided.
• The return request is submitted within the applicable 7-day return window.

Products that have been opened, used, partially consumed, or returned in an unsuitable condition may not qualify for a change-of-mind return, subject to applicable law.

Due to hygiene, safety, and product-quality considerations, certain personal care products, cleaning chemicals, disinfectants, and other sealed products may be subject to additional return restrictions.

These restrictions do not exclude remedies required by law for defective, damaged, unsafe, or incorrectly supplied products.

3. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, leaking, unsafe, or different from the product you ordered, please contact us as soon as reasonably possible.

To help us investigate and resolve the issue, please provide:

• Your order number or invoice.
• A description of the problem.
• Clear photographs or videos of the product and packaging, where available.

Our team will review your request and advise you on the next steps. Depending on the circumstances and applicable law, the appropriate resolution may include a replacement, repair, return, refund, or another legally required remedy.

Customers will not be denied rights or remedies provided under applicable UAE consumer protection laws solely because a product has been opened or inspected where doing so is relevant to identifying a defect or other issue.

4. Non-Returnable Products

Subject to applicable law, the following may be excluded from standard change-of-mind returns:

• Opened or used products.
• Products whose hygiene or safety seals have been broken.
• Personal care and hygiene products that cannot safely be resold.
• Cleaning chemicals, disinfectants, and similar products that have been opened, used, contaminated, or improperly handled.
• Products damaged after delivery due to misuse, improper storage, or failure to follow product instructions.
• Products expressly identified as non-returnable before purchase, where legally permitted.

These exclusions apply only to the extent permitted by applicable law and do not remove any mandatory consumer rights.

5. How to Request a Return

To request a return, refund, or exchange:

1. Contact us by email at admin@igieneuae.com or by phone at +971 4 222 5557.
2. Provide your order number, invoice, and reason for the request.
3. Include photographs or videos if the product is damaged, defective, or incorrect.
4. Wait for our team to review the request and provide instructions.
5. If the return is approved, follow the return shipping and packaging instructions provided by our team.

Please do not send products back without first contacting us and receiving return instructions.

Products containing chemicals or other potentially hazardous materials must not be shipped back without appropriate instructions and arrangements.

6. Refund Policy and Processing Time

Refund requests will be reviewed according to the circumstances of the return and applicable UAE law.

Where a refund is approved, we aim to process it within 3–5 business days after approval.

Refunds will generally be issued through the original payment method wherever possible. If that is not feasible, our team will contact the customer to arrange an appropriate alternative.

The time required for funds to appear in the customer’s account may vary depending on the payment provider or bank and is outside our direct control.

Any mandatory refund deadlines or other remedies prescribed by applicable law will take precedence over the general processing target stated in this policy.

7. Exchanges and Replacements

Customers may contact us to request an exchange or replacement, subject to product availability and applicable law.

For change-of-mind exchanges, the original product must meet the eligibility requirements for standard returns.

For damaged, defective, or incorrectly supplied products, we will review the circumstances and arrange an appropriate remedy in accordance with applicable law.

If a replacement product is unavailable, our team will discuss the available options with the customer.

8. Return Shipping Costs

Return shipping costs will depend on the reason for the return and the circumstances of the order.

• Change-of-mind returns: The customer may be responsible for return shipping costs for approved returns, provided these charges are communicated in advance and are permitted by applicable law.
• Damaged, defective, or incorrect products: IGIENE will coordinate an appropriate resolution, including responsibility for return shipping where required by law or applicable to the circumstances.
• Other return requests: Shipping costs will be assessed individually and communicated to the customer before the return is arranged.

Nothing in this section limits any shipping-cost protections or consumer remedies required under applicable law.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests will depend on whether the order has been processed, dispatched, or delivered and on any applicable legal requirements.

If an order has already been dispatched, our team will explain the available options. Any refund due following a valid cancellation will be handled in accordance with applicable law.

10. Contact Information

For assistance with returns, refunds, exchanges, or order cancellations, please contact us:

Business Name: GMT Global Manufacture (IGIENE)

Website: https://igieneuae.com

Email: admin@igieneuae.com

Phone: +971 4 222 5557

Address: Jebel Ali Industrial Area 1, Dubai, United Arab Emirates

Business Hours: Monday to Saturday, 8:00 AM to 5:00 PM, subject to public holidays and business-hour changes.

11. Applicable Law

This policy is governed by and interpreted in accordance with applicable laws and consumer protection requirements of the United Arab Emirates.

Nothing in this policy is intended to exclude, restrict, or waive any consumer rights, warranties, or remedies that cannot legally be excluded or restricted.

IGIENE reserves the right to update this policy when necessary, subject to applicable law. Any updates will be published on this page with a revised date.