Return And Refund Policy

This policy outlines the procedures for shipping, returns, and refunds for all purchases made through "The Plug."

 

1. Shipping Policy

 

We are committed to processing and delivering your order efficiently within the United Arab Emirates (UAE).

  • Shipping Region: We ship exclusively within the United Arab Emirates (UAE).

  • Delivery Service: We operate as a Next-Day Delivery service.

  • Processing Time: All orders confirmed before the daily cutoff time (6:00 PM GST) will be processed and dispatched for delivery the following business day. Orders placed after the cutoff time will be processed on the next business day and delivered the day after.

  • Shipping Fees: All shipments are free-of-cost.

  • Delivery Confirmation: You will be notified when your order is out for delivery. Our courier will contact you directly to ensure successful handover.

 

2. Returns and Exchanges Policy

 

Returns and exchanges are facilitated strictly in cases of sizing issues or product defects, provided all conditions are met.

 

A. Authorized Grounds for Return/Exchange

 

Returns or exchanges will only be considered under the following circumstances:

  • Incorrect Size: The product received is a different size than ordered, or the size ordered does not fit (subject to availability of the required size).

  • Product Defect: The item is confirmed to have a manufacturing defect or is damaged upon immediate receipt.

 

B. Conditions for Acceptance

 

All returned or exchanged items must comply with the following mandatory conditions:

  • The return or exchange request must be initiated within twenty-four (24) hours of the delivery date.

  • The item must be unused, unworn, unwashed, and in its original, resalable condition.

  • The item must be returned with all original packaging, protective seals, tags, and labels attached.

 

C. Non-Returnable Items

 

All accessories and watches are considered final sale unless a verified manufacturing defect is reported immediately upon delivery. Returns or exchanges will not be accepted for change of mind or minor discrepancies in color or texture.

 

D. How to Initiate a Request

 

To initiate a return or exchange, you must:

  1. Contact our customer support team via WhatsApp with your Order Number.

  2. Clearly state the reason for the request (Incorrect Size or Product Defect).

  3. For product defects, provide clear photographic evidence or a video demonstrating the issue.

  4. Upon authorization, we will arrange for the courier to collect the item on the next business day.

 

3. Refund Policy

 

Refunds are processed only after the returned item has been received and thoroughly inspected by "The Plug" to ensure it meets the authorized return conditions.

  • Inspection Period: The returned item will be inspected within 1-2 business days of receipt.

  • Payment Method: Verified refunds will be issued through bank transfer.

  • Processing Time: Please allow 5 to 10 business days for the refund to reflect in your account, depending on your bank's processing times.

  • Shipping Costs: Since all initial shipments are free-of-cost, no shipping fees will be deducted.