Return and Refund Policy

1. Policy Highlights & Quick Overview

Return & Refund Window	Exactly 24 hours from recorded delivery
Refund Method	Original payment method (Card, Tabby, Tamara, or Bank Transfer)
Refund Processing Time	3 to 5 business days after inspection approval
Used Phones Warranty	30 Days (Strictly hardware repairs only)
Brand New Warranty	1 Year (365 Days) official manufacturer warranty

2. Return & Refund Window (24 Hours)

Strict 24-Hour Return Window from Order Delivery

Elmougi Store provides a clear 24-hour return and refund window commencing immediately upon confirmed courier delivery to your address. Return requests and monetary refunds are eligible solely within this 24-hour window. Once 24 hours have elapsed, returns and monetary refunds are strictly closed.

3. Eligibility & Item Condition

To qualify for an authorized return and refund within the 24-hour timeframe, all items must satisfy the following conditions:

Brand New Sealed Items: Must remain factory-sealed in unopened retail packaging with all manufacturer plastic wrap, security seals, and serial barcodes intact.

Certified Pre-Owned Devices: Must be returned in the exact cosmetic and operational condition delivered, matching the recorded IMEI/Serial number, without personal accounts (iCloud/Google) locked.

Accessories & Documentation: All charging cables, adapters, inserts, documentation, and the original purchase invoice must be included complete.

4. Returns vs. Warranty Coverage

It is important to clearly distinguish between monetary returns (valid 24 hours) and subsequent warranty coverage:

Certified Used Phones

30-Day Repair Warranty Only

Following the 24-hour return window, used phones are protected by a 30-day warranty dedicated strictly to hardware repairs. It does NOT grant monetary refunds or replacements after 24 hours.

Brand New Sealed Items

1 Year Brand Warranty

New devices carry a full 1-year (365 days) official brand warranty honored across authorized regional service centers across the UAE.

5. Step-by-Step Return Process

1
Contact Customer Care within 24 Hours: Email info@elmougi.com with your Order Number, reason for return, and a clear photo of the item in its packaging.
2
Approval & Courier Pickup: Our support team issues return authorization and schedules our express courier to collect the parcel from your doorstep.
3
Technical Warehouse Inspection: Upon receipt at our central Dubai hub, technicians verify serial/IMEI tags, original packaging condition, and accessories.
4
Refund Execution: Upon inspection clearance, the monetary refund is immediately initiated back to your payment account.

6. Return Shipping Fees & Logistics

Defective, Damaged, or Inaccurate Deliveries: If an item arrives damaged from transit or defective, Elmougi Store covers 100% of return shipping costs (Free Return).
Change of Mind (Factory Seal Intact): If returning an unopened, sealed new item within 24 hours due to change of mind, nominal domestic courier transit fees (AED 25) may be deducted from the refund total.

7. Refund Method & Processing Time

Refunds are automatically routed back through the original payment channel utilized during checkout:

Credit / Debit Cards (Visa / Mastercard): Credited back to your card within 3 to 5 business days, depending on your bank.
Cash on Delivery (COD): Refunded via direct UAE bank transfer (IBAN) within 2 to 3 business days of item inspection.

8. Tabby & Tamara Installment Refunds

For qualifying returns purchased under 0% split installments with Tabby or Tamara within 24 hours:

Our platform automatically notifies Tabby or Tamara of the authorized return.
Any remaining future installment charges are immediately cancelled.
Previously paid installment portions are credited directly back to the card used on your Tabby or Tamara profile.

9. Customer Support & Assistance

Our customer support team is on standby 7 days a week to assist with order tracking, return requests, and warranty support:

Company: Elmougi Consumer Electronics Trading LLC

Headquarters: Dubai, United Arab Emirates

Returns Email: info@elmougi.com

Hours of Operation: 7 Days a Week, 9:00 AM – 10:00 PM GST