1. Shipping Policy

1.1. Order Processing

Processing Time: Our commitment to prompt service means your order will be processed within 48 hours after receiving your order. Depending on your location, you can expect to receive your order within 3-5 business days from dispatch date. A notification email with tracking number or equivalent will be shared with you once dispatched.

1.2. Shipping Methods and Costs

United Arab Emirates: Shipping is complimentary for orders exceeding 999AED. For orders below this threshold, a shipping fee will apply based on the weight of the package.
Saudi Arabia, Qatar, Bahrain, Oman, Kuwait: Shipping costs are determined by the weight of the package and are the buyer's responsibility. Free shipping is provided for order above AED1999, or equal to the country’s currency.

1.3. Delivery Time

Domestic Delivery: Standard delivery within the UAE typically takes 3 to 5 business days.
International Delivery: Delivery times for international orders vary by destination and shipping method. Estimated delivery times will be provided at checkout.

1.4. Customs and Import Duties

Domestic Orders: Orders within the United Arab Emirates are not subject to customs duties, but VAT.
International Orders: Customers are responsible for any customs and import duties levied by their respective countries, including VAT if applicable.

2. Return and Exchange Policy

2.1. Eligibility for Returns

Time Frame: Customers can return items within 14 days of receipt for a full refund or exchange, in accordance with UAE Consumer Protection Law.
Condition: Returned items must be in their original condition, unused, unoped and in their original packaging as shipped and received. Items that are damaged or altered will not be accepted, and no refund will be granted.

2.2. Return Process

Return Request: To initiate a return, contact our customer service at cigaremporiumgcc@gmail.com within 14 days of receiving your order.
Return Authorization: Once your return request is approved, you will receive an email notification and instructions on how to return the item.
Shipping Costs: Customers are responsible for return shipping costs, except in cases where the item is incorrect.

2.3. Refunds

Processing Time: Refunds will be processed within 7-10 business days after we receive and inspect the returned item.
Refund Method: Refunds will be issued to the original payment method used for the purchase.
Shipping Costs: Original shipping costs are non-refundable, except in cases where the item received was incorrect.

2.4. Exchanges

Eligibility: Items can be exchanged if the items is wrong as per purchase order.
Exchange Process: Follow the return process to initiate an exchange. Once the returned item is received and inspected, the replacement item will be shipped. This may take between 3-5 business days.

3. General Payment Terms

3.1. Domestic Accepted Payment Terms

Direct bank transfers: Details for bank transfers will be provided during the checkout process.
Cash on Delivery (COD): Available for domestic orders within the UAE only.

3.2. International Accepted Payment Terms

Direct bank transfers: Details for bank transfers will be provided during the checkout process.
Any fees ensures security and protection for both you as the customer and us as the service provider.

3.3. Currency

Transactions: All transactions are processed in UAE Dirhams (AED). International customers may be subject to currency conversion fees by their card issuer or bank.

4. Customer Service

4.1. Contact Information

For concerns regarding your order, returns, or exchanges, please contact our customer service at cigaremporiumgcc@gmail.com.

5. Compliance with UAE Law

5.1. Consumer Protection

Legal Compliance: Our return and shipping policies comply with the UAE Federal Law No. 24 of 2006 on Consumer Protection and other relevant regulations.
Fair Practices: We are committed to fair trading practices, ensuring transparency and honesty in our transactions with customers.

6. Security

6.1. Data Protection

6.2. Encryption

All online payment transactions are encrypted using Secure Socket Layer (SSL) technology to ensure security and confidentiality.

6.3. Compliance

Our payment processing systems comply with the Payment Card Industry Data Security Standard (PCI DSS) to protect customer data.

7. Policy Updates

7.1. Review and Changes

This policy may be updated periodically to reflect changes in our practices or for other operational, legal, or regulatory reasons. Customers will be notified of any significant changes.
By adhering to these guidelines, your website will provide a clear and fair return and shipping policy, ensuring compliance with UAE laws and enhancing customer satisfaction.