Cancellation and Refund Policy

Cancellations

If you cancel the order and this is duly received by MarineSupply.aee and the order has not been processed / approved, MarineSupply.ae shall cancel the order and refund the entire amount. If the product has been shipped then online transaction charges will apply and also the cost of delivering and re-picking charges will apply. MarineSupply.ae will not be able to cancel orders that have already been shipped. MarineSupply.ae has the full right to demonstrate whether an order has been shipped or not. The customer agrees not to dispute the decision made by MarineSupply.ae and accepts MarineSupply.ae decision regarding the cancellation.

How quickly can I return an item?

We will accept item(s) for exchange or refund provided they are returned as new, i.e. are unworn and have been returned with the original packaging, including tags, within 7 days of purchase. Returns that are damaged (including the packaging), soiled or altered may not be accepted and may be returned to the customer. Please fill out our “Return form” and send us pictures of the item. Please allow for up to 45 days for the refund transfer to be completed.

What form of refund can I get?

Once the product has been evaluated and it’s eligible for return, we will issue the refund back to the original mode of payment or as a store credit that you can use to order a replacement item or you can use it on your next purchase. It will be valid for 6 months.

Not Eligibile For Return

• If Item or original packaging has been damaged.
• If Item has been retuned after 7 days.
• If item belongs to the List of Non-Returnable Items.
• Defective products which are not covered under the manufacturer’s warranty.
• Any consumable item which has been used or installed.
• Products with tampered or missing serial numbers.
• Anything missing from the package you’ve received including price tags, labels, original packing, freebies and accessories.
• Fragile items, hygiene related items.

Mandatory note: Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.

What if I receive an item with manufacturing defect?

If you have a complaint about your product or think it might have a defect, is damaged or has missing parts, please contact our Customer Care Team within 7 calendar days from the date of receipt at support@marinesupply.ae or call 065389368 so we can start investigating the problem. Please send us pictures or video of the item showing the fault or damaged part.

We will arrange a courier pick up from your location. You must repack the item in the same original box it was delivered in and all the parts, labels, packaging and manual must be intact. Upon receipt, it will be submitted for the routine evaluation and testing.

If the item is confirmed to have a manufacturing defect by our technical team, we will repair it or issue a replacement. If the item has a missing part, we will provide what’s missing.If it’s already more than 7 calendar days from the date of delivery, we will repair the item.

Should you decide that you do not want a replacement and the return request was received within 7 calendar days from the date of receipt, we can issue a store credit valid for 6 months from the issue date. Alternatively, we can process a refund to your PayPal or credit card account. If you paid COD (Cash on Delivery), you will be given a refund in the form of MarineSupply.ae Online credit. Kindly note that we are unable to process a cash refund.

If the item is working and is proven to be not faulty or damaged or requires proper configuration or assembly we will return the item back to you.

Free Returns UAE – How?

Option 1 : Email support@marinesupply.ae. Upon inspection and confirmation of the item being in perfect sellable condition, we will refund the amount to you via credit card, online store credit (via a voucher code) or cash

Option 2 : Email support@marinesupply.ae and we will schedule one of our drivers to pick up your returned product package when we are next in your area – FREE. We will confirm receipt as soon as we receive it for refund processing.

Do I Have To Pay For Shipping?

Unopened items (original condition and packaging) reported within 7 calendar days from the date of delivery

• Total value less than AED 1000:
• Collection –Aed 50
• Total value more than AED 1000:
• Collection –Free of Charge

Items with manufacturing defect reported within 7 calendar days from the date of delivery

• Collection – Free of charge
• Delivery of replacement – Free of charge

Items with manufacturing defect reported after 7 calendar days from the date of delivery

• Collection – AED 50
• Delivery – AED 50

Items under warranty that needs check-up and repair due to manufacturing defect, more than 7 calendar days from the date of delivery

• Collection – AED 50
• Delivery – AED 50

How long does it take for the whole return and exchange process to be completed?

• We usually collect items within 24-48 hours from the date of your feedback. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product.
• Refunds to credit card or PayPal usually takes 7-10 working days from when we have received and evaluated the product.

What delivery destinations does the MarineSupply.ae return policy apply to?

Our return policy is applicable to items delivered within the UAE only. We are unable to process a return for items shipped to any other destination.

Urgent Returns

Should you not want to wait for a driver to be in your area we can organize a pick up which will be charged at the started delivery charges at Aed 50

Boxed Items

Items presented in a branded box must be returned unmarked in their original, undamaged packaging as this is considered part of the product and considered unfit for resale if the packaging is damaged. Please note that items returned without their box or in a damaged box may not be accepted.

Faulty Goods

1.We take pride in the brands and products we stock and have tried and tested all of them before they make it onto our site. However, mistakes happen in manufacturing and we never want a customer with a faulty item.

2.An item(s) is deemed faulty if it is received damaged or has a manufacturing fault that is immediately evident or occurs within 1 month of the item being received. Where possible the item(s) will be repaired or replaced for the same product, in the same size and colour, subject to availability. If the item(s) cannot be repaired or replaced for the same item, an exchange will be offered or full refund will be issued.

3.Repairs do not come with any guarantees. All items returned as faulty will be inspected and any items deemed subject to fair wear and tear will not be accepted as faulty.

Cancelling Your Order

You have the right to cancel within 24 hours of your order  and the amount will be fully refunded including delivery charges back to the payment solution used initially by you if cancelled prior to dispatch. However if the order has crossed 24 hours, the amount will not be refunded but will remain as store credit and can be used for future purchases.

How To Cancel Your Order

Please notify our Customer service Team in writing to support@marinesupply.ae within 24 hours of placing your order.

Please do not hesitate to revert for any further queries. We are always happy to help!