Return, Replacement & Refund Policy

Last updated: August 2026

At ShaheenXpress, we want you to receive your order in good condition and as described on our website. If there is a problem with your order, please contact us so we can review the issue and assist you with an appropriate resolution.

1. Eligibility

This policy applies to orders delivered within the United Arab Emirates (UAE).

We may provide a replacement, refund, or another appropriate resolution when an order is confirmed to have an eligible issue.

Eligible issues may include:

• Product received damaged
• Product received defective or not functioning as described
• Wrong product received
• Important item or accessory missing from the order
• Product significantly different from the product description or confirmed order

Eligibility is determined after we review the reported issue and the available evidence.

2. Reporting a Problem

If you receive an order with an eligible issue, please contact ShaheenXpress Customer Support as soon as reasonably possible after delivery.

Please include:

• Your order number
• A description of the problem
• Clear photographs of the product and packaging
• A video demonstrating the issue when appropriate or requested

Providing clear evidence helps us assess the issue and coordinate the appropriate resolution.

3. Damaged or Defective Products

If your product arrives damaged or has a confirmed defect, please contact us before attempting to repair, modify, or dispose of the product.

After reviewing the issue, we may arrange an appropriate resolution, which may include a replacement or refund where applicable.

4. Wrong or Incomplete Orders

If you receive the wrong product or an order is missing an important item or accessory, contact ShaheenXpress Customer Support.

We will review the order and coordinate the appropriate resolution.

5. Change-of-Mind Returns

We do not offer general returns solely because a customer has changed their mind, ordered the wrong item, or no longer wants the product.

For this reason, please review the product information, specifications, variants, and other available details carefully before placing your order.

6. Products That Have Been Used or Modified

Where an issue is reported, please keep the product and its packaging in the condition in which they were received as much as reasonably possible.

Do not attempt repairs or modifications before contacting us, as this may affect our ability to assess the issue.

7. Return Instructions

Please do not send any product to a return address unless ShaheenXpress Customer Support has specifically instructed you to do so.

If a return is required, we will provide the applicable instructions after reviewing your case.

Any return arrangements are handled by ShaheenXpress and its fulfillment/logistics partners internally.

8. Refunds

Where a refund is approved, ShaheenXpress will communicate the applicable refund method and processing details.

Refund eligibility depends on the circumstances of the case and the resolution approved by ShaheenXpress.

For Cash on Delivery orders, the refund process may require additional information from the customer to complete the applicable refund arrangement.

9. Order Cancellation

If you wish to cancel an order, please contact ShaheenXpress Customer Support as soon as possible and preferably before the order is dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

10. Customer Responsibility

Customers are responsible for providing accurate delivery information and following the product's applicable usage instructions.

Issues caused by misuse, unauthorized modification, accidental damage, or normal wear and tear may not qualify for replacement or refund.

11. Contact Us

For return, replacement, or refund assistance, please contact:

ShaheenXpress Customer Support

Email: shaheenxpressonline@gmail.com

Please include your order number and a clear description of the issue so that we can assist you efficiently.