Returns & Exchanges Policy

Thank you for choosing https://www.graflo.toys/. We strive to ensure your satisfaction with every purchase. If you are not entirely satisfied, we’re here to help.

Delivery Policy

We deliver products domestically within the UAE. Orders placed in the UAE are delivered within the UAE. All deliveries are handled by a third-party courier.

Delivery within UAE: 1 – 2 working days.

Delivery Fees:

Free Delivery on all orders above AED 250.

For orders below AED 250, shipping is calculated as follows:

Main City Areas: 18 AED for the first 5 kg
Remote Areas: AED 23.00 for the first 5 kg /li>
Each additional 1 kg: AED 2 (applies to both zones) /li>

Shipping fees are auto-calculated at checkout based on your location and order weight.

Please ensure you provide your full address and correct contact details to avoid delivery delays.

Return Policy

14-Day Return Policy: You have 14 calendar days from the date of receiving your item to request a return.
Conditions for Returns: Items must be unused, unopened, and in the same condition as received. Must be in original packaging.
Proof of Purchase: A valid receipt or proof of purchase is required.
Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error (incorrect, defective, or damaged items). Returns must be sent to the UAE warehouse.
- Refunds:
  - Once your return is received and inspected, we will notify you of the approval or rejection of the refund.
  - Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days depending on the issuing bank of the credit card.
- Non-Returnable Items: Perishable goods, custom-made products, personalized items, and opened health & hygiene items.

Exchange Policy

Defective/Damaged Items: Contact us immediately if you receive a defective or damaged item. We will arrange a free exchange or replacement.
Exchange Process: Exchanges apply only for defective or damaged items. To request an exchange, email us with your order details and photos if applicable.

Cancellation Policy

Customers may cancel their order within 24 hours. Refunds will be made back to the original payment method used by the customer. Please allow up to 45 days for the refund transfer to be completed.

Contact

For all return, exchange, or cancellation requests, contact us at: 📧 contact@graflo.toys