Returns and refunds

Returns

• Most items can be returned within 7 days of delivery if they are unused, in their original packaging and with proof of purchase.
• Fresh food, perishable goods, personal care items that have been opened, underwear, and items made to order cannot be returned unless they arrive damaged or wrong.
• Each product page shows any different return period set by its merchant.

Damaged or wrong items

Tell us within 48 hours of delivery, with a photo, in the app or at the address below. We arrange collection at no cost and a replacement or a full refund.

How refunds are paid

Refunds are credited to the original payment method. Once we approve a refund it is sent the same day; it can take 10 to 45 days to appear on your statement, depending on the bank that issued your card. You can also choose to receive it in your ESmart Buy wallet, where it is available at once.

Cancellations

You can cancel an order free of charge until the merchant has dispatched it. If a merchant cancels, you are refunded in full.

Contact

Returns and refunds: hello@esmartbuy.ae.