Returns Policy

Last Updated: June 24, 2026

1. Policy Overview and Compliance

1.1 Introduction

This Refund & Returns Policy outlines the terms and conditions for returning products purchased from Manna Oils Handicraft Works. Our policy ensures customer satisfaction while maintaining fair business practices and complying with UAE consumer protection regulations. The present Policy is a part of the company’s Terms of Service.

1.2 Policy Scope

This policy applies to:

  • Direct purchases through Manna Oils’ website
  • Amazon AE marketplace transactions
  • In-person sales
  • Subscription and recurring purchases
  • Gift purchases and promotional items

1.3 Customer Rights

Under UAE Consumer Protection Law, customers have the right to:

  • Return defective or non-conforming products
  • Receive full refunds for products that don’t match descriptions
  • Exchange items within reasonable timeframes
  • Seek remedy for misleading product information
  • File complaints with Dubai Consumer Protection Department

2. Returns, Exchanges, and Refunds Requirements

2.1 Return Eligibility

Eligible Returns:

  • Unused products in original sealed packaging
  • Returns initiated within 3 days of delivery
  • Products free from damage or contamination
  • Original purchase receipt or order number required

Non-Returnable Items:

  • Opened personal care products (hygiene reasons)
  • Custom-made or personalized products
  • Perishable or time-sensitive items
  • Clearance or final sale products

2.2 Return Process

Return Authorization:

  • Contact customer service within return window
  • Provide order details and reason for return and wait for acceptance
  • Receive return authorization number
  • Package items securely with return form
  • Ship via approved method with tracking

Return Shipping:

  • Customer pays return shipping costs (unless defective)
  • Use of original packaging
  • Proof of return shipment required

2.3 Refund Processing

Refund Timeline:

  • Inspection completed within 3 business days of receipt
  • Refunds processed within 7 business days after approval
  • Original payment method used for refunds (if available)
  • Processing time varies by payment provider at their discretion

Refund Amounts:

  • Paid for product price for eligible returns
  • Original shipping costs non-refundable (unless our error)
  • Return shipping costs deducted unless product defective
  • Restocking fees may apply to certain product categories

3. Return Eligibility and Requirements

3.1 Standard Return Window

Time Limits:

  • UAE Domestic Orders: 7 days from delivery date
  • International Orders: 14 days from delivery date (extended for shipping time)
  • Subscription Services: Before next billing cycle

Calculation of Return Period:

  • Starts from confirmed delivery date
  • Customer bears burden of proof for timely return initiation
  • Email timestamp determines return request submission time

3.2 Product Condition Requirements

Acceptable Return Conditions:

  • Products in original, unopened packaging
  • All original labels, seals, and protective wrapping intact
  • No signs of use, damage, or contamination
  • Original receipt or order confirmation provided
  • All promotional items and free samples included

Product Inspection Standards:

  • Visual inspection for tampering or use
  • Seal integrity verification
  • Packaging condition assessment
  • Authentication of original Manna Oils products
  • Documentation of product condition upon return

3.3 Non-Returnable Items

Health and Safety Restrictions:

  • Opened Personal Care Products: Soaps, oils, lotions, balms, body butters, creams, and others (hygiene regulations)
  • Used Aromatherapy Products: Items that have been opened or tested
  • Custom Blends: Personalized formulations created per customer specifications
  • Gifts: Complimentary samples and trial products

Business Policy Exclusions:

  • Clearance Items: Products marked as final sale
  • Seasonal Products: Items with limited shelf life
  • Gift Cards and Store Credits: Non-refundable digital products
  • Damaged Packaging: Customer-caused damage to original packaging

3.4 Special Circumstances

Defective Products:

  • Manufacturing defects covered regardless of return window
  • Quality issues reported within 24 hours of delivery receipt
  • Photo/video documentation required for defect claims
  • Replacement or full refund at customer’s choice

Shipping Damage:

  • Carrier-caused damage during transit
  • Must be reported within 24 hours of delivery
  • Photo/video evidence of damaged packaging required
  • Full refund or replacement provided at no cost

4. Refund Processing and Methods

4.1 Refund Calculation

Standard Refund Amounts:

  • Product Cost: Full purchase price minus any applied discounts
  • Original Shipping: Not refunded unless our error or defective product
  • Return Shipping: Deducted from refund unless covered by company
  • Gift Wrapping: Refunded if service unused

Promotional Discounts:

  • Percentage discounts: Refund based on discounted price paid
  • Buy-one-get-one offers: Refund prorated amount
  • Free shipping promotions: Original shipping costs may be deducted
  • Coupon codes: Refund excludes coupon discount value

4.2 Refund Methods and Timeline

Original Payment Method: as per the bank/provider’s policy and timeline.

Alternative Refund Options:

  • Store Credit: Immediate processing, applied to customer account for future purchases (6 months validity)
  • Exchange: Priority processing for same-value items
  • Gift Card: Issued for gift purchases without receipt

Processing Timeline:

  • Inspection: 3 business days after receipt
  • Approval Notification: Same day as inspection completion
  • Refund Initiation: Within 24 hours of approval
  • Customer Receipt: As per payment method above
  • Status Updates: Email notifications at each stage

4.3 Partial Refunds and Deductions

Restocking Fees:

  • Standard: 10% fee
  • Custom Items: 25% fee for personalized products

Condition-Based Deductions:

  • Minor Damage: Up to 20% deduction
  • Missing Components: Cost of missing items deducted
  • Incomplete Returns: Prorated refund based on items received

5. Exchanges and Store Credit

5.1 Exchange Options

Same-Item Exchange:

  • Size, scent, or color variations
  • No additional cost for equivalent value
  • Subject to availability and stock levels
  • Priority processing for customer satisfaction

Different-Item Exchange:

  • Customer pays difference for higher-value items
  • Credit issued for lower-value exchanges
  • Must be within same product category
  • Subject to return policy eligibility

Exchange Process:

  • Follow standard return authorization process
  • Specify desired exchange item in return request
  • New item shipped upon receipt of return
  • Original return shipping costs still apply

5.2 Store Credit Policy

Credit Issuance:

  • Amount: Full refund value applied as store credit
  • Validity: 6 months from issuance date
  • Usage: Can be combined with other promotions
  • Transfer: Non-transferable, tied to customer account

Credit Management:

  • Balance Inquiry: Available in customer account
  • Partial Usage: Not allowed

5.3 Gift Purchases and Returns

Gift Receipt Returns:

  • Store credit issued without revealing purchase price
  • Exchange options available for gift recipients
  • Original purchaser can authorize refund to payment method
  • Gift message and purchaser information kept confidential

Gift Card Refunds:

  • Non-refundable once activated
  • No replacement available for lost or stolen cards unless exceptional circumstances
  • Balance inquiries available online or via customer service
  • No cash value or redemption for cash

6. Defective Products and Quality Issues

6.1 Defect Classifications — To be determined by the company

Manufacturing Defects:

  • Incorrect formulation or ingredients
  • Contamination during production process
  • Packaging failures affecting product integrity or safety

Quality Issues:

  • Product doesn’t match description or specifications per website
  • Unusual odor, color, or texture variations unless normal variation
  • Premature expiration or deterioration
  • Inconsistent performance or effectiveness
  • Broken or leaking containers
  • Crushed or damaged packaging
  • Missing items from order

6.2 Defect Reporting Process

Immediate Reporting (Within 48 Hours):

  • Contact customer service immediately
  • Provide detailed description of issue
  • Submit clear photos of defect or damage
  • Preserve original product and packaging for inspection

Investigation Process:

  • Quality control team reviews report
  • Additional information requested if needed
  • Internal batch testing if applicable
  • Root cause analysis for manufacturing issues

Resolution Options:

  • Full Replacement: New product shipped immediately within business hours
  • Complete Refund: Original payment method plus shipping costs
  • Partial Credit: For minor quality issues
  • Product Recall: If safety concerns identified

7. International Returns and Customs

7.1 International Return Shipping

Shipping Responsibilities:

  • Customer arranges and pays for return shipping
  • Company provides return address and instructions
  • Tracking information required for all returns
  • Insurance recommended for valuable items

Customs Documentation:

  • Mark packages as “RETURNED GOODS”
  • Include copy of original commercial invoice
  • Declare actual value of returned items
  • Complete customs forms accurately and completely

7.2 Duties and Taxes

Return Customs Duties:

  • Customer responsible for any return duties
  • Original import duties generally not refundable
  • Vary by country and local customs regulations
  • Company cannot advise on specific duty rates

Tax Refunds:

  • Customer’s local taxes not refundable by company
  • Consult local tax authorities for guidance
  • Documentation provided to support tax claims

7.3 Country-Specific Restrictions

Prohibited Returns:

  • Countries with import restrictions on cosmetics
  • Products exceeding shelf life during return transit
  • Items prohibited by local regulations
  • Destinations with unreliable postal services

Alternative Solutions:

  • Store credit for restricted return countries
  • Third-party forwarding services (customer arranged)
  • Case-by-case review for exceptional circumstances

8. Dispute Resolution and Escalation

8.1 Internal Resolution Process

First Level – Customer Service:

  • Initial complaint review and resolution attempt
  • Documentation of issue and proposed solutions
  • Supervisor escalation for complex cases
  • Response within 7 business days

Second Level – Management Review:

  • Cases unresolved at customer service level
  • Management team assessment and decision
  • Alternative solution exploration
  • Final company position determination

8.2 External Resolution Options

UAE Consumer Protection:

  • Customer files formal complaint at Dubai Consumer Protection Department
  • Company cooperation with official investigations
  • Binding decisions respected and implemented

9. Contact Information and Support

9.1 Returns Department

Primary Contact:

  • Email: returns@mannaoils.com

Business Hours:

  • UAE Time: Monday – Friday, 9:00 AM – 6:00 PM
  • Response Time: Within 7 business days for return requests
  • Languages: English
  • contact@mannaoils.com