Return and Refund Policy

Last Updated: September 26, 2026

Thank you for shopping at Kheera Online (www.kheeraonline.com). This Return and Refund Policy outlines our conditions, deadlines, courier fee allocations, and procedures for returns and refunds across the United Arab Emirates.

1. The 7-Day Return Window

All return requests under this policy must be submitted to Kheera Online within seven (7) calendar days from the date of delivery.

For the purposes of this policy, the delivery date is the official delivery date recorded by the courier service to your designated delivery address, including any alternative handoff completed in accordance with our delivery protocol.

After the expiration of this seven (7) calendar-day period, Kheera Online will generally not accept voluntary or change-of-mind return requests under this policy, except where applicable UAE consumer protection law provides a mandatory statutory right or remedy.

2. Damaged, Defective, Faulty, or Incorrect Products

Customers are strongly encouraged to inspect all packages and products upon delivery.

If a product is visibly damaged, defective, faulty, broken, materially non-conforming to the specifications provided on our website, or incorrectly supplied:

• You may refuse the delivery directly with the courier, or notify Kheera Online as soon as reasonably possible to report the issue and request an appropriate remedy.

• Where an issue is accepted by Kheera Online as a qualifying issue under applicable UAE law or this policy, Kheera Online will coordinate the applicable return, collection, repair, replacement, or refund and bear the applicable costs, subject to applicable UAE law.

• Minor cosmetic wear, scuffs, or superficial transit marks on the outer cardboard cartons that do not affect the internal product do not constitute product damage.

Nothing in this section limits any mandatory statutory consumer rights or remedies that may apply where a qualifying defect, fault, or non-conformity is discovered after delivery.

3. Voluntary and Change-of-Mind Returns

If you accept a delivery that is in good condition and subsequently decide to request a voluntary or change-of-mind return within the seven (7) calendar-day window, the following conditions must be satisfied:

• The product must be completely unused.

• The product must be unassembled and in its original, brand-new condition.

• The product must be complete with all original parts, hardware packs, manuals, and accessories.

• The product must remain in its original packaging, with the packaging reasonably intact and suitable for safe return transport.

For all voluntary and change-of-mind returns, the customer is responsible for the direct return or collection courier transportation charges. Kheera Online will deduct the applicable courier charge from the refund amount or collect the fee prior to processing the return.

4. Packaging Condition and Eligibility

Because larger storage products and home organizers may require specialized packaging to prevent transit damage, the condition of the packaging is strictly assessed upon return.

A voluntary return may be declined if the product has been used, assembled, altered, damaged after delivery, or returned without its original protective packaging, as it cannot be safely transported or resold.

5. Standard Return Courier Charges

For approved voluntary or change-of-mind returns, the following direct return courier fee ranges apply:

• Standard and Small Items (such as utility rolling carts, drawer organizers, corduroy bags, and fabric baskets): AED 20.00 to AED 50.00 per item depending on product dimensions and pickup location.

• Heavy-Duty and Large Items: AED 100.00 to AED 200.00 per collection depending on volume, weight, and pickup location.

The exact applicable return courier charge will be confirmed to the customer before the return is collected.

Original delivery fees paid at checkout are non-refundable for voluntary change-of-mind returns.

6. How to Initiate a Return Request

To submit a return request within the seven (7) calendar-day period:

• Email us at kheeraonline@gmail.com or contact us via our website contact form.

• Provide your Order Confirmation Number, full delivery name, and the specific item(s) you wish to return.

• Include clear photographs or a short video showing the condition of the product and its packaging where reasonably requested.

Once reviewed and authorized by our team, we will schedule an authorized courier pickup from your delivery address where applicable.

7. Inspection, Refund Approval, and Processing Timelines

• Warehouse Inspection: Once your returned item arrives at our fulfillment facility, it will undergo inspection to verify that it meets the applicable return conditions.

• Refund Initiation: Following successful inspection, Kheera Online will initiate the approved refund within three (3) to five (5) business days, subject to applicable law.

• Payment Method: Refunds are credited back to the original method of payment used during purchase (Credit/Debit Card via Stripe), minus applicable return courier charges for voluntary returns.

• Banking Timelines: Please allow an additional five (5) to ten (10) business days for your banking institution or card issuer to process and reflect the credit on your account statement.

Where a different remedy or timeframe is required by applicable UAE consumer protection law, the applicable statutory requirements will apply.

8. Statutory Consumer Rights

Nothing in this Return and Refund Policy is intended to limit, exclude, or restrict any mandatory statutory consumer rights, guarantees, or remedies provided under applicable UAE consumer protection laws and regulations.

Where UAE law provides a mandatory remedy for qualifying defective, damaged, faulty, or non-conforming goods, the applicable statutory provisions will apply.

9. Contact Information

For all questions, assistance, or authorizations regarding returns and refunds, please contact our registered office:

• Entity Name: Kheera Online

• Trade License Number: 847824

• Tax Registration Number (VAT): 100562348100003

• Email: kheeraonline@gmail.com

• Phone and WhatsApp: +971 050 919 5922

• Physical Address: Shed No. A2, Street 11, Industrial Area 12, Sharjah, United Arab Emirates

• Customer Care Hours: Monday through Saturday, 1:30 PM to 6:30 PM (Gulf Standard Time)

• Website: www.kheeraonline.com