SHIPPING & RETURN POLICY

Our Shipping and Return Policy is designed to ensure that you have a clear understanding of our processes, from placing an order to receiving your products, and what to do if you need to return or exchange an item. Please take a moment to review our policies below.

Shipping Policy

1. Shipping Method & Costs

National Shipping (UAE):

Next Day Delivery:

Delivery Time:

Orders Placed After 3:00 PM:

If an order is placed after 3:00 PM, the delivery will be scheduled for two business days following the date of purchase.

Orders Placed Before 3:00 PM:

For orders placed before 3:00 PM, delivery will be made the next business day.

Cost: AED 20 for orders below AED500 and free delivery for orders exceeding AED500

Service: Expedited service with priority handling

Delivery Days: Monday to Saturday (excluding public holidays)

Same-Day Delivery:

Availability: Only for orders placed before 12:00 PM in selected areas

Cost: AED 50

Service: Same-day delivery by local couriers

2. Order Processing Time

Order Confirmation:

After placing your order, you will receive a confirmation email with your order details. Please review the information to ensure accuracy.

Processing Time:

Order processing times typically depends on the type and complexity of the order. Custom orders, bulk purchases, or items requiring special handling may require additional time for processing. We strive to ensure all orders are handled with the utmost care and efficiency to meet our clients' needs.

This includes order verification, quality checks, and packaging. Orders placed on weekends or public holidays will begin processing on the next business day.

Note: During peak seasons (e.g., holidays, sales events), processing times may be extended by an additional 1-2 business days.

3. Delivery Time Estimates

Domestic Deliveries (UAE):

Delivery times are estimated based on the chosen shipping method. Standard delivery typically takes 2-5 business days, while express delivery is 1-2 business days. Please allow additional time for remote areas.

Unforeseen Delays: MK Professional UAE is not responsible for delays caused by external factors such as customs delays, weather conditions, or courier service disruptions. In such cases, we will do our best to inform you of any changes to the expected delivery time.

4. Tracking Your Order

Tracking Information:

Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your package through the courier’s website. The tracking information will be updated regularly, providing you with the most accurate delivery estimate.

Lost or Missing Packages:

If you do not receive your package within the expected delivery time, please call us immediately on +971 (0) 55 443 4747 We will investigate the issue with the courier and take appropriate action.

5. Shipping Restrictions

Restricted Items:

Certain items may be restricted from being shipped to specific locations due to local regulations or carrier restrictions. If your order contains a restricted item, we will notify you and provide alternative
solutions.

6. Failed Deliveries and Unclaimed Packages

Incorrect Address:

If a package is returned to us due to an incorrect or incomplete address provided by the customer, we will contact you to arrange re-shipment. Please note that additional shipping charges may apply.

Unclaimed Packages:

If a package remains unclaimed and is returned to us, we will attempt to contact you to arrange re-delivery. If the package is returned a second time, it will be treated as a return, and the cost of the item (minus shipping fees) will be refunded.

Courier Errors:

If the courier fails to deliver your package due to their error, we will work with the courier to resolve the issue. If necessary, we will resend the order at no additional cost to you.

Return & Exchange Policy

1. Return Eligibility

Return Period:

You have 2 days from the date of delivery to initiate a return. After this period, we cannot accept returns or exchanges.

Product Condition:

To qualify for a return, the item must be unused, in the same condition as you received it, and in its original packaging, including all tags, labels, and accessories.

Non-Returnable Items:

The following items are not eligible for return:

Personal care items (e.g., skincare, cosmetics) once opened

Customized or personalized items.

Gift cards

Clearance or final sale items

Defective Items: Items that are defective or damaged upon arrival can be returned, and we will cover the return shipping costs.

2. How to Initiate a Return

Step 1:

Contact our customer service team at +971 (0) 55 443 4747 to request a Return Authorization Number (RAN). Please provide your order number, a description of the item(s) you wish to return, and the reason for the return.

Step 2:

Once your return is authorized, you will receive a RAN and detailed instructions on how to return the item(s) to us. Please do not send your items back without receiving a RAN.

Step 3:

Carefully pack the item(s) in their original packaging, including all accessories, documentation, and the RAN. Secure the package toprevent damage during transit.

Step 4:

Ship the package to the return address provided in the return authorization email. We recommend using a trackable shipping service to ensure safe delivery.

Return Status:

You can check the status of your return by contacting our customer service team.

3. Refunds

Refund Approval:

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed based on your mode of payment whether by cash or by Credit Card

Refund Method:

Refunds will be issued to the original payment method used during the purchase. If the original payment method is no longer valid, please contact us to arrange an alternative refund method.

Refund Notification:

You will receive a confirmation email once the refund has been processed. Please note that it may take additional time for the refund to appear on your bank or credit card statement, depending on your financial institution.

4. Exchanges

Product Exchanges:

If you wish to exchange an item for a different size,color, or model, please contact our customer service team to check availability. Exchanges are subject to the same return conditions as outlined above.

Exchange Process:

Once the original item is returned and inspected, the new item will be shipped out. If there is a price difference, we will either issue a refund or charge the difference accordingly.

Shipping Costs:

Customers are responsible for the shipping costs associated with returning the original item in addition to the shipping costs for the new item in the exchange.

5. Return Shipping Costs

Customer Responsibility:

Return shipping costs are the responsibility of the customer unless the return is due to a defect or an error on our part (e.g.,incorrect item shipped). In such cases, MK Professional UAE will cover the return shipping costs.

Return Labels:

For your convenience, we can provide a prepaid return shipping label

 

Defect-Free Assurance and Inspection Process

Defect-Free Assurance:

At MK Professional UAE, we take pride in the quality of our products.
All items are meticulously inspected and double-checked at the factory before
being shipped to ensure they are free from defects.

No Defective Items: We guarantee that no defective items are shipped. Therefore, once the client receives the package, any issues found with the product will be considered the responsibility of the shipping company.

Client Inspection Process:

Upon Delivery:

When the package arrives, it is mandatory for the client to inspect the package in front of the courier, after payment completion.

Opening the Package:

Carefully open the package in the presence of the courier. Ensure that the packaging is intact and has not been tampered with.

Photograph the Package:

Before fully unpacking the item, take clear photographs of the package being opened, to document its condition upon arrival.

Inspect the Product:

Thoroughly inspect the product for any signs of damage or defects.

Report Any Issues Immediately:

If you find any damage or defects, immediately report the issue to the courier and document the issue with photographs.

Notify MK Professional UAE’s customer service team within 2 hours, providing the photographs and a detailed description of the issue.

Responsibility of the Shipping Company:

If the item is found to be damaged or defective upon opening, it is the responsibility of the shipping company. We will arrange for a successful shipping process adequately for the client and refer to the
shipping company for additional costs.