Refund and Return Policy

Introduction

This policy explains the terms and procedures for refunds and product exchanges when shopping through the KLIX app. By using the app, you agree to comply with this policy.

Applicable Laws

All refunds, exchanges, and complaints are governed by the laws of the United Arab Emirates, including consumer protection regulations.

Exchange Conditions

  1. Products may be exchanged within one week of the purchase date.
  2. The product must be in new and unused condition.
  3. The product must not have lost any physical properties due to improper storage by the customer.
  4. Proof of purchase must be provided when requesting an exchange.

Refunds

  1. Users are entitled to a refund or exchange when there is a clear error on our part.
  2. Refund cases include: manufacturing defects, incorrect product delivery, or product damage during shipping.
  3. Refunds do not apply to used products or items damaged due to misuse or improper storage by the customer.

Damaged Products During Shipping

If a product is damaged during delivery, we will take responsibility for replacing the product or issuing a refund based on the order assessment.

How to Request a Refund or Exchange

  1. Contact customer service through the app or via email: info@iklix.ae
  2. Provide your order number, product details, and the reason for the refund or exchange request.
  3. You may be asked to provide photos of the product in case of damage or defects.

Processing Time

We aim to process refund and exchange requests as quickly as possible during our working hours. Processing time may vary depending on the product type and order status.

Refund Methods

Refunds are issued through the same payment method used at purchase, or via the KLIX wallet where applicable, in accordance with approved payment policies.

Exceptions

The refund policy may not apply to certain perishable or customized products unless there is an error on our part.

Dispute Management

We always strive to resolve issues amicably. If this is not possible, users may contact consumer rights protection authorities in the United Arab Emirates.