RETURN & REFUND POLICY
1.Purpose
This Return & Refund Policy explains the conditions under which products purchased from Growup Trading Building
Materials L.L.C-SPC (“Growup Trading”, “we”, “us” or “our”) may be returned, exchanged, repaired or refunded.
This Policy applies to purchases made through our Website, sales channels and other orders where this Policy is
applicable.
This Policy describes Growup Trading's commercial return, exchange and refund procedures. It is not intended to
create a waiver of any non-excludable consumer right under applicable UAE law.
Nothing in this Policy is intended to exclude, restrict or reduce any mandatory rights or remedies available to
consumers under applicable laws of the United Arab Emirates or the Emirate of Abu Dhabi. Where applicable law
provides a greater right or remedy, the applicable law will prevail.
2. Change-of-Mind Returns
Subject to the conditions below, Growup Trading offers a voluntary change-of-mind return option for eligible products requested within 7 calendar days from the date of delivery or collection. This 7-day period is a company policy and does not limit any mandatory rights or remedies available under applicable UAE law.
A change-of-mind return may be accepted where:
- the return request is made within 7 calendar days from the date of delivery or collection;
- the product is unused, in saleable condition and, where applicable, in its original undamaged packaging;
- all accessories, manuals, labels, warranty cards and other supplied items are returned;
- the product has not been installed, assembled, modified, altered or damaged through customer use;
- the original invoice, receipt or order details are provided; and
- the product does not fall within the non-returnable categories in Section 9.
Order Cancellation Before Dispatch
A customer may request cancellation before an order is dispatched. Growup Trading will confirm whether cancellation is possible based on the order status, product availability and any agreed commercial terms. Special-order, customised, fabricated, imported or already-dispatched items may be subject to applicable cancellation charges or may not be cancellable, subject always to mandatory legal rights.
3. Products Eligible for Return
Eligible standard products may include, subject to the conditions of this Policy:
- unopened and unused products in their original sealed packaging;
- standard stock items such as tools, fittings, fixtures and accessories that have not been installed or altered;
- standard-size materials supplied in full, uncut quantities (for example, complete unopened boxes or packs); and
- products in resaleable condition with all accessories, manuals, labels and warranty cards.
4. Damaged, Incorrect or Missing Products
Customers are encouraged to inspect products as soon as reasonably possible after delivery or collection, without prejudice to any mandatory legal rights that may apply.
If a product is:
- damaged before or during delivery;
- materially different from the product ordered;
- supplied in the wrong quantity;
- supplied as the wrong model, size or specification; or
- missing from the delivery,
the customer should contact Growup Trading as soon as reasonably possible and provide the invoice/order number and, where appropriate, photographs or other evidence of the issue.
Where the issue is confirmed, Growup Trading will provide the remedy required under applicable law and/or the applicable warranty, as appropriate to the circumstances. Depending on the case, this may include repair, replacement, collection and replacement, refund, or another lawful remedy.
For defective products, Growup Trading will not use this Policy to remove or restrict any mandatory consumer rights available under UAE law.
5. Defective Products and Warranty Claims
If a product develops a manufacturing defect or other defect covered by applicable law or the manufacturer’s warranty, the customer should contact us with the invoice/order details and a description of the problem.
Depending on the nature of the product and defect, Growup Trading may arrange inspection or testing, repair, replacement, manufacturer warranty service, or refund where required or appropriate under applicable law.
Where repair is selected, Growup Trading will handle the repair within the time and in the manner required by applicable UAE consumer-protection law and the applicable warranty. Where applicable law requires a replacement, substitute product or other remedy during a repair period, Growup Trading will comply with that requirement.
Manufacturer warranties may have their own terms, exclusions and procedures. A manufacturer’s warranty does not remove any mandatory statutory rights available to the customer.
6. Exchange Policy
An exchange may be offered for an eligible unused product where the product qualifies for return, the requested replacement is available, the original product is returned in acceptable condition, and any price difference is settled as set out below.
If the replacement product has a higher price, the customer must pay the difference. If it has a lower price, any balance will be handled under the applicable refund procedure.
For defective, damaged or incorrectly supplied products, replacement or exchange will be handled in accordance with applicable law and the circumstances of the case.
7. Refund Process
Once a return is received, Growup Trading may inspect the product to confirm that the return conditions have been satisfied.
If the return is approved, the applicable refund will be processed using the original payment method where reasonably possible.
Unless applicable law or the circumstances of the claim require otherwise, a change-of-mind refund is limited to the amount eligible for refund under the applicable order terms. Delivery, collection or return charges may be non-refundable where they were properly incurred and are not required to be refunded by law.
Depending on the payment method and banking/payment-provider procedures, the actual time for the funds to appear in the customer’s account may vary.
Approved refunds will normally be initiated within 14 business days after the refund is approved, subject to payment-provider and banking processing times. This is Growup Trading’s internal processing target and does not limit any shorter period required by applicable law.
Where a refund is required because Growup Trading supplied a defective, damaged, incorrect or materially misdescribed product, the refund or other remedy will be handled in accordance with applicable UAE law.
8. Return Shipping and Collection Costs
8.1 Change-of-Mind Returns
For an approved change-of-mind return, the customer may be responsible for the reasonable cost of returning or collecting the product, unless Growup Trading agrees otherwise or applicable law requires otherwise.
8.2 Defective, Damaged or Incorrect Products
Where a product is confirmed to have been defective, damaged before delivery, incorrectly supplied or materially different from what was ordered, Growup Trading will arrange the appropriate return or collection process and will not charge the customer for the cost of returning or collecting the product.
8.3 Failed Delivery / Re-delivery
Additional delivery or re-delivery charges may apply where delivery fails because of an incorrect or incomplete address supplied by the customer, the customer or authorised recipient being unavailable, refusal to accept an otherwise correct order, or another circumstance attributable to the customer, provided such charges are lawful and have been communicated where reasonably practicable.
9. Non-Returnable Products
For health, safety, hygiene, product-integrity, customisation or commercial reasons, the following products may generally not be accepted for change-of-mind return once opened, used, mixed, cut, tinted, customised or otherwise altered:
- paints, coatings, chemicals, adhesives, sealants and similar products once opened or used;
- products mixed, tinted, colour-matched or specially prepared for a customer;
- cut-to-size, cut-length or specially fabricated materials;
- products specially ordered, imported or customised for a particular customer;
- electrical cables, wires or similar materials cut to the customer’s requested length;
- products installed, assembled or used;
- products with missing parts, accessories, packaging or documentation where necessary for resale;
- products damaged through misuse, improper storage, improper installation, negligence or failure to follow manufacturer instructions; and
- products that cannot reasonably be resold for safety, hygiene or product-integrity reasons.
This list does not exclude mandatory legal remedies for defective, unsafe, incorrectly supplied or otherwise legally protected products.
10. Products Damaged After Delivery
Growup Trading may not accept a change-of-mind return where the product has been damaged after delivery as a result of misuse, improper installation, improper storage, alteration or modification, accident, negligence, use contrary to manufacturer instructions, or normal wear and tear, unless the issue is otherwise covered by a valid warranty or mandatory legal rights.
11. Building Materials and Special Orders
Building materials may be ordered according to specific quantities, dimensions, specifications, colours or project requirements.
Products that have been cut, measured and prepared specifically for the customer, mixed or tinted, specially fabricated, specially ordered or imported, or otherwise customised, may not be eligible for change-of-mind return.
This does not affect the customer’s mandatory rights where the product is defective, incorrectly supplied, materially different from the agreed specification or otherwise covered by applicable law.
12. Delivery Inspection
For delivered orders, customers are encouraged to check product quantity, visible damage, model or item description, size/specification, packaging and accessories at the time of delivery or as soon as reasonably possible thereafter.
Customers are encouraged to report visible damage, incorrect items or missing quantities promptly so that Growup Trading can investigate and resolve the matter efficiently. Prompt reporting helps with verification but does not by itself remove any mandatory legal remedy.
13. Required Information for a Return Request
To request a return, exchange or refund, customers should provide customer name, contact number, invoice or order number, product name/model, date of purchase or delivery, reason for the return, photographs or videos where relevant, and warranty or serial-number information where applicable.
Growup Trading may request additional reasonable information where required to assess the claim.
14. Refund Exclusions and Legal Rights
A refund will not be refused solely because a product is subject to a non-returnable category where the customer has a mandatory legal right to a remedy for a defect, incorrect supply, safety issue or other matter covered by applicable law.
Nothing in this Policy limits rights available under applicable UAE consumer-protection legislation.
15. Business / Trade Orders
For business, contractor, project, wholesale or trade orders, the quotation, purchase order, sales agreement or other agreed commercial terms may contain specific return, cancellation, warranty, delivery or refund conditions.
Where applicable, those agreed commercial terms will apply together with this Policy, subject always to mandatory provisions of applicable UAE law.
16. How to Request a Return or Refund
Customers may contact Growup Trading using the following details:
Email: info@growuptrading.ae
Phone: +971 58 651 1316
Office: +971 2 234 0164
Office / Business Location: Musaffah M42, Abu Dhabi, United Arab Emirates
Website: www.growuptrading.ae
Please include your invoice/order number and a brief explanation of the reason for the return or refund request.
17. Complaints and Escalation
If you are not satisfied with the handling of a return, exchange, warranty or refund request, please contact Growup Trading first so that we can review the matter.
Customers retain the right to contact the competent consumer-protection authority in Abu Dhabi where applicable. Nothing in this Policy prevents a customer from exercising any statutory complaint, dispute-resolution or other legal right.
The Abu Dhabi Department of Economic Development (ADDED) provides consumer-protection services and receives consumer complaints concerning licensed businesses in Abu Dhabi.
18. Policy Changes
Growup Trading may update this Return & Refund Policy from time to time. The latest version will be published on www.growuptrading.ae together with the applicable “Last Updated” date.
Any update will not remove or reduce rights that have already accrued to a customer under applicable law.
19. Governing Law
This Policy is governed by the applicable laws of the United Arab Emirates and the Emirate of Abu Dhabi.
Where any provision of this Policy conflicts with a mandatory requirement of applicable UAE law, the mandatory legal requirement will prevail.
20. Contact
Company | Growup Trading Building Materials L.L.C-SPC |
info@growuptrading.ae | |
Phone | +971 58 651 1316 | Office: +971 2 234 0164 |
Website | www.growuptrading.ae |
Location | Musaffah M42, Abu Dhabi, United Arab Emirates |
