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1- Returns:
Q: Is there a difference between returning an item and exchanging its size/colour?
A: For returning an item, you can:
· Return a product that you changed your mind about, provided that it’s still in its original packaging and within the return period, and that is except for items that are not returnable.
· When you return an item, your refund will go back to your eWallet if you paid by cash, or back to your card if you paid using a credit/debit card. For MADA payments, the refund will go back to your MADA card.
Q: How do I return an item?
A: We at Sun & Sand Sports provide you with a hassle-free return policy within the GCC. If you’re not 100% satisfied with your purchase from us, you can return the product within 14 days from the date of delivery.
Follow the steps below to initiate a new return request:
IOS/Android/Web:
· Make sure you’re first logged in to your Sun & Sand Sports account
· Click on “account” on the top right corner of the web page (bottom right corner in the app)
· Click on “Returns & Exchanges”
· Click 'Create new return' and select the items you want to return
· Click on 'Proceed' and enter your address, the reason for return and whether you want eWallet refund or a credit/debit card refund (credit/debit card refund is only applicable if you paid for your items using a credit/debit card)
· Once you submit your request, the courier company will be notified then will send a delivery associate to collect the items from you within 72 hours
· Once the item is picked up, we will take it back to our warehouse and refund you within 48 hours after checking the item’s state.
If you’re still facing trouble initiating a return request, please CONTACT US for more help.
For MADA Cards, the refund process can take up to 15 working days to complete.
Rules and Conditions for Return:
1. Return requests can only be initiated within 14 days from the date of delivery.
2. The returned item should be in its original condition, not used, and still has its original tag.
3. The returned item should be in its original box.
Please note that some items are not eligible for return or exchange. We recommend going through the product description carefully before purchasing.
You can review the return/exchange policy through this link: LINK TO POLICY.
Q: What is the return window?
A: A return request can be initiated within 14 days of receiving the item.
Please also note that:
· The returned item should be in its original condition with its original box, not used, and has its original tag(s).
Q: What is your return policy?
A: Please note that a few conditions apply when attempting to return/exchange an item
1. Return requests can only be initiated within 14 days from the date of delivery.
2. The returned item should be in its original condition, not used, and still has its original tag.
3. The returned item should be in its original box.
Please note that some items are not eligible for return. We recommend going through the product description carefully before purchasing.
Return exclusions:
For hygiene purposes, the following items cannot be returned: Wearable technology, Nutrition products, Swimwear, Earplugs, Goggles, Swimming paddles/fins,Socks, Gloves, Shoelaces, Insoles, Bandages, Hand wraps, Towels, Mats, and other similar items, and products that come in sealed packaging.
For Guest Users:
To arrange a return, guest users must submit a request via the ‘Track Your Order’ page within 14 days of receiving the order. Alternatively, you can also contact Customer Care.
Refund on home fitness equipment:
If you want to return the purchased product that doesn't have any defects, a restocking fee (10% of the returned item's price) will be charged to you.
Time frame for returning an order.
Returned items must be received within 14 days of receiving the full order. Any returns received after the mentioned period will not be processed and the goods will be returned to you, and the shipping cost will be charged to you.
Return/ Exchange of items is only permissible once.
Q: How do I return an item I purchased with eWallet Credit?
A: If you used your eWallet credit to purchase an item and want to return it, the refund will be sent back to your eWallet as wallet credit.
Example:
If you purchased an item for AED 100 and used eWallet credit for AED 30 as part of the payment, and paid AED 70 using cash or your credit/debit card, your refund will be split wherein you will receive AED 30 back to your wallet and 70 back to your Credit/Debit card unless you chose the refund method to be all eWallet.
2- Refunds:
Q: If I’m not satisfied with the product, can I get my money back?
A: If you paid for your order using a credit/debit card, you can return your items to us and ask for a refund on your credit/debit card.
To do so, log in to your SSS account using the mobile app or on the web and create a return request which should be within 14 days from the date of receiving your order. Make sure that the products are in their original condition, not used, are in their original packaging (Plastic Bag or Brand Box), and have their original tag(s) still attached.
You can choose to either get your money refunded as eWallet Credit or back to your credit/debit card.
If you paid by cash on delivery, we will refund the amount to your eWallet, which can be used to place a new order and is valid for 1 year.
For MADA cards, refunds might take 15 working days to be completed.
Q: How long does it take to get my eWallet Credit?
A: Once you submit your request, our courier will schedule a pick up and reach your location. Collection will be arranged within 5-7 business days, once we receive the returned shipment in our warehouse in a good condition, the value of the returned item/s will be refunded to your card, or credited as E-Wallet to be used in your future purchase.
To initiate a return after receiving the item, follow these steps:
IOS/Android/Web:
· Make sure you’re first logged in to your Sun & Sand Sports account
· Click on “account” on the top right corner of the web page (bottom right corner in the app)
· Click on “Returns”
· Click 'Create new return' and select the items you want to return
· Click on 'Proceed' and enter your address, the reason for return and whether you want eWallet refund or a credit/debit card refund (credit/debit card refund is only applicable if you paid for your items using a credit/debit card)
· Once you submit your request, our courier will schedule a pick up and reach your location. Collection will be arranged within 5-7 business days, once we receive the returned shipment in our warehouse in good condition, the value of the returned item/s will be refunded to your card, or credited as E-Wallet to be used in your future purchase.
If you’re still facing trouble initiating a return request, please CONTACT US for more help.
3-Cancelling Orders/ Items
Q: Why was my order cancelled?
A: Your order will be cancelled in some cases, such as:
· Phone number used in the order is incorrect
Using a valid phone number is necessary to ensure our courier will be able to reach you for delivery arrangement.
· Item could not be fulfilled due to stock unavailability
In some rare cases, the item(s) you requested will be out of stock, hence cannot be fulfilled on time.
· Choosing the wrong country
Your order will not be processed if you have selected the wrong country from the website/mobile app.
· Payment on Hold
This rarely happens! Some transactions will be held if the payment gateway detects an issue, and as a result some orders will be cancelled automatically. In such cases, we will email you with the reason for cancellation.
· Duplicate order
We understand that sometimes duplicate orders are placed by error in the same time span as the first order. In such cases, the system automatically cancels the duplicate order.
Please note that when we are unable to process an order and it has to be cancelled, you will receive an email confirmation accordingly.
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