Refund & Return Policy

We want you to be satisfied with every purchase. This policy explains when and how you can cancel an order, return goods and receive a refund from Prime Time General Trading FZE LLC.

Orders may be cancelled free of charge before they are dispatched. Contact us at dxbsharjeel@gmail.com or +971 545695344 with your order number. Once dispatched, the return process below applies.

You may request a return within 7 days of delivery if:

• the item is damaged or defective on arrival;
• the wrong item or quantity was delivered; or
• the item is unused, unopened and in its original packaging.

For hygiene reasons, opened fragrances, cosmetics, personal care and food items cannot be returned unless defective. Custom or special-order bulk goods are non-returnable unless defective.

Email dxbsharjeel@gmail.com with your order number, the items concerned, the reason and photos where applicable. We will respond within 2 business days with return instructions.

After the returned goods are received and inspected, approved refunds are issued to the original payment method. Card payments made via Stripe are refunded through Stripe and typically appear on your statement within 5–10 business days, depending on your bank. Refunds are made in the original currency and amount paid for the eligible items.

If the return is due to our error (damaged, defective or incorrect item), we cover return shipping and refund the original shipping fee. Otherwise, return shipping costs are borne by the customer and original shipping fees are non-refundable.

Defective or incorrect items may be replaced with the same product, subject to stock availability, instead of a refund.

If you have any problem with a charge, please contact us before raising a dispute with your bank so we can resolve it quickly.