Refund Policy – El Septimo Dubai
At El Septimo Dubai, we strive to provide the highest quality luxury cigars and premium accessories.
However, if you are not completely satisfied with your purchase, we offer the following refund and return policy in accordance with the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and UAE e-Commerce Law (Federal Decree-Law No. 14 of 2023).
Arabic version of this Refund Policy is available upon request.
1. Return Eligibility
Products may be returned within fourteen (14) days of purchase, at our sole and exclusive discretion.
Refunds or exchanges will only be accepted if the item qualifies under UAE consumer protection standards for return.
2. Condition of Products
Only unopened, unused, and undamaged products in their original packaging are eligible for return.
Items that have been opened, used, or damaged after delivery cannot be accepted.
3. Discretionary Returns
All returns are subject to our discretion.
We reserve the right to refuse a return for any reason, including if the product shows signs of use, tampering, or damage.
This does not affect your statutory rights under UAE law.
4. Defective or Incorrect Products
If you receive a defective or incorrect item, please contact us within 48 hours of receipt.
We will investigate the issue and, where applicable, arrange a replacement or refund in accordance with UAE regulations.
5. Restocking Fee
A 15% restocking fee will be applied to all returned items unless the return is due to a manufacturing defect or error on our part.
6. Return Process
To initiate a return, please contact our customer service team at info@elseptimo.ae.
You will be provided with detailed return instructions.
Please ensure that the product is securely packaged and accompanied by proof of purchase (invoice or order confirmation).
7. Refund Method
Approved refunds will be processed using the same payment method used for the original transaction.
Refunds may take up to 10 business days to appear in your account, depending on your bank or payment provider.
8. Non-Refundable Items
For hygiene, health, and regulatory reasons, open cigar boxes, partially used cigars, or customized accessories cannot be returned or refunded unless found defective at delivery.
9. Pricing and VAT
All prices shown on our website are in AED (UAE Dirhams) and may include or exclude UAE VAT, as stated at checkout.
Any additional shipping or handling charges will be displayed before completing your purchase.
10. Complaint and Dispute Resolution
If you are not satisfied with the handling of your return or refund, you may submit a complaint directly to El Septimo Dubai via info@elseptimo.ae.
You also have the right to file a complaint with the UAE Ministry of Economy (Consumer Protection Department) under Federal Law No. 15 of 2020.
11. Contact Information
For all refund or return inquiries, please contact:
El Septimo Dubai
📍 YANSOON 9, OFFICE 104 – Downtown Dubai – Dubai, UAE
✉️ info@elseptimo.ae