Refund policy

Return & Refund Policy

for ashaby.store

Last Updated: 04/04/2026

This Return & Refund Policy explains the rules and conditions governing returns, replacements, exchanges, cancellations, and refunds for purchases made through ashaby.store (the “Website”), which is owned and operated by Ashaby LLC, a limited liability company registered in the United Arab Emirates (“Company,” “we,” “us,” or “our”).

The Website may display and sell products from third-party brands and suppliers, including but not limited to:

  • Centovita

  • MindGrows

By placing an order through the Website, you acknowledge and agree to this Return & Refund Policy.

1. General Principle

We aim to provide Customers with a fair and transparent return and refund process. However, due to the nature of certain products sold through the Website, including wellness, consumable, personal care, supplement, and health-related products, not all items are eligible for return, exchange, or refund.

All return, refund, exchange, replacement, and cancellation requests are subject to:

  • product condition;

  • product category;

  • timing of the request;

  • proof of purchase;

  • reason for the request;

  • inspection and approval by the Company and/or the relevant supplier, where applicable.

2. Eligibility for Returns

A product may be eligible for return only if all of the following conditions are met:

  1. The return request is submitted within the return window stated in this Policy.

  2. The item was purchased directly through ashaby.store.

  3. The item is unused, unopened, undamaged, and in its original condition.

  4. The item is returned in its original packaging, including seals, labels, accessories, inserts, and any promotional items delivered with it.

  5. Valid proof of purchase is provided, such as the order number, invoice, receipt, or confirmation email.

  6. The item is not classified as a non-returnable product under this Policy.

  7. The return is approved by the Company after review.

Meeting the above conditions does not automatically guarantee acceptance of the return. Final approval remains at the Company’s discretion, subject to applicable law.

3. Non-Returnable and Non-Refundable Items

For hygiene, safety, quality control, and product integrity reasons, the following items are generally non-returnable and non-refundable, unless they arrive damaged, defective, incorrect, or otherwise required by applicable law:

  1. Opened products;

  2. Used products;

  3. Products with broken seals;

  4. Consumable goods;

  5. Supplements, vitamins, gummies, powders, capsules, and ingestible wellness products;

  6. Personal care, hygiene, skincare, or body-use products once opened;

  7. Products that are perishable or temperature-sensitive;

  8. Products that may deteriorate rapidly;

  9. Customized, personalized, or made-to-order items;

  10. Gift cards, vouchers, promotional credits, or free items;

  11. Products damaged due to misuse, improper storage, neglect, or failure to follow instructions;

  12. Products returned without original packaging or with missing parts;

  13. Any item explicitly marked on the Website as non-returnable or final sale.

Where the Website offers products from brands such as Centovita or MindGrows, certain brand-specific return restrictions may also apply if disclosed at the product level or required for regulatory, health, or supplier reasons.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is:

  • damaged upon delivery,

  • defective,

  • expired upon receipt,

  • materially different from the item ordered, or

  • incorrect due to a fulfillment error,

you must notify us within 48 hours of delivery, unless a longer period is required by applicable law.

To submit such a claim, you may be required to provide:

  1. your order number;

  2. a description of the issue;

  3. clear photos of the item;

  4. clear photos of the packaging, shipping label, and outer box;

  5. any other reasonable information requested by us for review.

If the claim is validated, we may, at our discretion and subject to stock availability and applicable law:

  • replace the item;

  • exchange the item;

  • issue a store credit;

  • issue a partial refund; or

  • issue a full refund.

We reserve the right to investigate the claim and may deny the request if the evidence does not support the reported issue.

5. Return Request Window

Unless otherwise stated on the product page or required by law:

  • return requests for eligible non-consumable items must be submitted within 7 calendar days from the date of delivery;

  • claims relating to damaged, defective, incorrect, or expired items must be submitted within 48 hours from delivery.

Requests submitted after the applicable window may be rejected.

6. Order Cancellations

6.1 Cancellation Before Shipment

You may request cancellation of an order before it has been processed, packed, or handed over for shipment.

If your cancellation request is received and approved before shipment, you may be entitled to:

  • a full refund; or

  • cancellation confirmation without charge,

except where payment gateway fees, currency conversion fees, or non-recoverable processing charges have already been incurred and are lawfully deductible.

6.2 Cancellation After Shipment

Once the order has been packed, dispatched, or handed over to SMSA or another shipping provider, cancellation may no longer be possible.

In such cases:

  • the order may instead be treated under the return process, if eligible;

  • shipping fees, return shipping fees, payment processing charges, and handling costs may be deducted from any refund where permitted by law.

7. Return Process

If your item qualifies for return, the general return process is as follows:

  1. Contact us through the official communication channels listed on the Website.

  2. Provide your order number and return reason.

  3. Submit any requested supporting evidence, including photos if relevant.

  4. Wait for return authorization instructions.

  5. If approved, ship the product according to the instructions provided.

  6. Ensure the item is securely packed to avoid damage in transit.

No return should be sent without prior authorization where authorization is required, as unauthorized returns may be refused or may not qualify for refund processing.

8. Return Shipping Costs

Unless otherwise required by law or unless the return is due to our confirmed error, defective goods, damaged delivery, or incorrect fulfillment:

  • the Customer is responsible for return shipping costs;

  • original shipping charges are non-refundable;

  • expedited shipping charges, customs fees, duties, and similar costs are non-refundable.

If the return is approved because the wrong item was sent, or because the item arrived damaged or defective through no fault of the Customer, we may, at our discretion:

  • provide a return label;

  • reimburse reasonable return shipping costs; or

  • waive the return requirement and offer another remedy.

9. Inspection and Approval

All returned items are subject to inspection upon receipt.

We reserve the right to reject a return, exchange, or refund request if we determine that:

  1. the item does not meet the eligibility requirements;

  2. the item has been opened, used, damaged, altered, or tampered with;

  3. the item was not returned in its original condition;

  4. the request falls outside the applicable return period;

  5. the damage was caused after delivery due to misuse, negligence, or improper storage;

  6. the request is fraudulent, abusive, or unsupported by sufficient evidence.

If a return is rejected, we may return the item to you at your expense or dispose of it where permitted and reasonable after notice.

10. Refund Method and Timing

If a refund is approved, it will generally be issued through the original payment method used at checkout, including payments processed via Stripe, unless otherwise agreed or required by law.

Refund timing may vary depending on:

  • the payment processor;

  • the issuing bank;

  • card network rules;

  • the Customer’s financial institution;

  • currency processing timelines.

Approved refunds are typically initiated within 7 to 14 business days after final approval, but the actual posting time may vary.

We are not responsible for delays caused by banks, payment processors, card issuers, or third-party financial institutions.

11. Partial Refunds

In certain situations, we may issue a partial refund instead of a full refund, including where:

  • part of the order is accepted for return and part is not;

  • the item is returned with missing components, damaged packaging, or reduced resale condition not caused by us;

  • non-refundable shipping or processing charges apply;

  • promotional discounts or bundled pricing affect the refundable amount;

  • the item shows minor issues not justifying a full refund.

12. Refused Deliveries and Failed Delivery Attempts

If an order cannot be delivered or is refused by the Customer for reasons not attributable to us, such as:

  • incorrect shipping information,

  • failure to respond to delivery attempts,

  • refusal to accept the shipment,

  • failure to complete customs requirements,

  • absence of recipient,

then:

  1. return shipping charges, re-delivery charges, customs charges, and administrative fees may apply;

  2. any refund may be reduced by the actual costs incurred;

  3. if the product is non-returnable by nature, no refund may be issued once shipped, except as required by law.

13. Promotional Items, Bundles, and Discounts

If your order included:

  • free gifts,

  • promotional items,

  • bundle pricing,

  • multi-buy discounts,

  • coupon-based discounts,

then any refund may be adjusted accordingly.

For example:

  1. free gifts may need to be returned if the qualifying item is returned;

  2. bundled orders may be recalculated at non-bundled pricing if part of the bundle is returned;

  3. discounts may be reversed proportionately where applicable.

14. Exchanges and Replacements

Exchanges or replacements are not guaranteed and are subject to:

  • product availability;

  • product eligibility;

  • approval of the request;

  • nature of the issue reported.

Where an exchange is not possible, we may instead offer:

  • a replacement;

  • store credit;

  • a refund;

  • another reasonable remedy.

15. Brand and Supplier Involvement

Because the Website may offer products from third-party brands or suppliers, including Centovita and MindGrows, certain return, refund, replacement, or inspection decisions may require coordination with the relevant brand, supplier, or fulfillment partner.

By purchasing from the Website, you acknowledge that:

  1. some claims may be reviewed jointly with the relevant supplier;

  2. certain products may be subject to supplier-specific eligibility standards;

  3. the final remedy may depend on stock availability, product category, and supplier handling rules, subject always to applicable law.

16. Fraud Prevention and Abuse

We reserve the right to reject any return, refund, exchange, or replacement request where we reasonably suspect:

  • fraud;

  • abuse of the return system;

  • repeated excessive return behavior;

  • false claims;

  • tampering with products;

  • unlawful chargeback activity;

  • misuse of promotional or refund rights.

We also reserve the right to limit future purchases, suspend accounts, deny returns, or take legal action where appropriate.

17. Chargebacks

Before initiating a chargeback with your bank or card provider, we encourage you to contact us first so that we may attempt to resolve the issue.

If a chargeback is initiated fraudulently, abusively, or without proper basis after a valid order has been delivered or a remedy has already been offered, we reserve the right to:

  • dispute the chargeback;

  • submit evidence to the payment processor;

  • suspend the related account;

  • restrict future orders;

  • pursue recovery to the extent permitted by law.

18. Limitation and Compliance

Nothing in this Policy is intended to limit any non-waivable consumer rights that may apply under mandatory laws or regulations.

If any provision of this Policy conflicts with applicable law, the applicable law shall prevail to the extent of that conflict.

19. Changes to This Policy

We reserve the right to amend, modify, or update this Return & Refund Policy at any time. Any revised version becomes effective once posted on the Website, unless otherwise stated.

Your continued use of the Website after such changes are published constitutes your acceptance of the revised Policy.

20. Contact Us

For return, refund, exchange, cancellation, or damaged-item requests, please contact us through the official contact details listed on the Website.

Legal Entity: Ashaby LLC
Website: ashaby.store
Country: United Arab Emirates

Login

Forgot your password?

Don't have an account yet?
Create account