Refund & Exchange Policy

At EGEEN, your satisfaction is our priority. We are committed to providing you with high-quality, reliable tools and accessories. If you are not entirely satisfied with your purchase, we are here to support you with our professional and transparent return process, compliant with UAE consumer protection laws.

1. The EGEEN Guarantee: Standard Return & Exchange Period

We provide a standard window for returns and exchanges to ensure your complete peace of mind.

  • Period: You have 7 days from the date of delivery to request an exchange or return for most items.

  • Eligibility Criteria: To be accepted, the item must be:

    • Unused and in the same condition that you received it.

    • In its complete original packaging (e.g., product box, blister packs) with all seals, tags, and protective films intact.

    • Accompanied by the original receipt or proof of purchase from EGEEN.

2. Valid Reasons for Returns & Exchanges

We understand that needs change or errors occur. We will facilitate a hassle-free return or exchange for the following verified reasons:

A. Product Defects or Damage

If you receive a product that is defective out of the box (e.g., a power tool motor that does not start, a plumbing fixture with a pre-existing crack), or if it was damaged during transit.

B. Incorrect Item Received

If the product delivered does not match your order (e.g., you ordered a 12V drill and received a die grinder).

C. Change of Mind (Opened Items – Special Condition)

Because tools can be easily tested and their condition can deteriorate instantly upon use, “Change of Mind” returns for opened items are subject to a 15% restocking fee.

  • This applies only if the product is verified to be in pristine, resellable condition with all accessories and complete packaging.

  • If the original product seal is unbroken, the restocking fee does not apply.

3. Non-Returnable and Special Condition Items

Due to the nature of our product catalogue, the following items cannot be returned or exchanged unless they are defective or were delivered in error:

  • Cutting Tools & Consumables: Blister-packed pipe cutters, saw blades, replacement knife blades (like the Clarke Quick Touch Knife blades), and drill bit sets, once opened, cannot be returned due to hygiene and safety standards and because the tool condition cannot be verified.

  • Opened Plumbing Fixtures: Opened items like the Bibcock (plumbing valve) cannot be returned due to the risk of installation damage and hygiene concerns.

  • Flash Sales/Clearance: Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.

4. How to Initiate a Return or Exchange

Please follow this professional process to ensure a swift resolution:

  1. Contact Support: Email our team at media@egeen.ae within the 7-day period. Include your Order Number, a clear description of the reason, and photos of the product (showing both the defect and the condition of the packaging).

  2. Product Pick-up & Assessment: Once your request is reviewed, we will arrange for our courier to collect the item. Please Note: A delivery fee of AED 25 will apply for change of mind pick-ups. This fee is waived for defective/incorrect items.

  3. Verification: Upon receiving the item at our facility, our technicians will inspect it to verify the defect and assess the product condition. We will notify you of the approval or rejection of your refund/exchange via email.

5. The Refund Process

Approved refunds are processed with the following methods:

A. Original Payment Method

Refunds will be credited back to the original Credit or Debit card used for the purchase.

B. EGEEN Store Credit

For Cash on Delivery (COD) orders, refunds are typically issued as EGEEN Store Credit, which is valid for 12 months. Optionally, you may request a bank transfer to a UAE-based account, which may be subject to a nominal AED 15 processing fee.

C. Timelines

Please allow 7 to 14 business days for the refund to reflect in your card or bank statement, depending on your financial institution’s processing time.

6. Special Terms for Product Defects Beyond 7 Days (Warranty)

If a product develops a defect after the initial 7-day period, it will be covered by the original manufacturer’s warranty (e.g., Clarke tool warranty). EGEEN is not a direct warranty provider but will facilitate the manufacturer’s warranty process for you. Please contact our support team for warranty inquiries.

Contact Us

For any questions regarding our Refund and Exchange Policy, please reach out to our dedicated tools team:

Email: media@egeen.ae

WhatsApp/Support: +971 6 748 4044

Customer Service Hours: Monday – Sunday | 07:00 AM – 08:00 PM