Refund policy
Our Commitment
Emirwa Global Trading supplies premium FMCG products to B2B clients. We're committed to quality products and strong partnerships.
Returnable Items
- Manufacturing defects or quality issues
- Incorrect products shipped (our error)
- Damaged products from shipping/handling
- Products not meeting agreed specifications
Return Timeframes
- 48-72 hours for damaged/incorrect shipments
- 7 days for quality issues
- Products must be unopened in original packaging
Non-Returnable
- Correctly ordered products in good condition
- Perishable items past inspection window
- Custom/special orders
- Opened or partially used products
Return Process
- Contact us with invoice number, product details, photos, and quantity
- Get RMA number (required - no returns without it)
- Return shipping: Buyer pays for orders under [amount]; we cover our errors/defects
Resolution Options
- Full refund (original payment or account credit)
- Replacement shipment
- Partial credit
- Account credit for future orders
Processing: Claims reviewed in 2-3 days, refunds in 10-14 days, replacements in 3-5 days
International Orders
- Customs duties/taxes are non-refundable
- Buyer responsible unless otherwise agreed
Contact
Email: [email protected] | Phone: [number] | WhatsApp: [number]
Response: Urgent 4-6 hours, Standard 24 hours
