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We aim to provide a clear and fair shopping experience. This page explains when and how you can return a product, request an exchange, or request a refund.
You may submit a return or exchange request within [3] days from the date you receive your order, provided that:
• The product is unused and in its original condition.
• The product is in its original packaging and includes all accessories (if any).
• You provide the order number or proof of purchase from MultiCart Zone.
If the product is damaged upon delivery or differs from what you ordered, please report it within 48 hours of receipt.
We accept requests in the following cases (subject to verification):
• You received an incorrect item (different from what was ordered).
• The product has a manufacturing defect.
• The product was damaged upon delivery due to shipping or packaging.
• You wish to return the item within the allowed period while meeting the conditions (e.g., change of mind / not suitable) — as clarified by the fees outlined in this Policy.
Returns/exchanges cannot be accepted in the following cases (unless the item was damaged upon delivery or a confirmed manufacturing defect exists):
• Products that have been opened or used if they fall under health/personal care or consumable categories where validity/safety is affected after opening.
• Products missing original packaging or essential accessories.
• Products damaged due to misuse or improper storage.
• Products that have been tampered with, or where seals/serial numbers/protective labels (if any) have been removed.
• Digital products or gift cards (if any) once issued/used.
To submit a request:
1. Prepare: order number + reason for the request + clear photos (especially for damage/defects).
2. Contact us via: info@multicart.ae or WhatsApp/Phone.
3. We will review your request and inform you of the next step within [24–48 business hours].
Once your return request is approved:
• You will be provided with return instructions and the method for handing over the product.
• The product must be returned as per the acceptance conditions (unused + original packaging + all contents).
• Once the product reaches us/our inspection center, we will inspect it to confirm it meets the return conditions.
Note: If the returned item arrives in a different condition (used/incomplete/without packaging), the return may be rejected and the item will be sent back to you.
• Exchanges are subject to stock availability.
• If the same product is not available, you may choose to:
o Exchange it for another product of the same value, or
o Pay/receive the price difference after your approval, or
o Convert the request into a refund if you prefer.
• Exchange timelines depend on the delivery area and shipping plan.
• If the reason is our error, or the product is damaged/has a manufacturing defect upon delivery:
MultiCart Zone will bear the return/exchange costs and no fees will be deducted from you.
• If the reason is change of mind/not suitable (within the allowed period and in acceptable condition):
o The customer bears return and shipping fees, if applicable.
After receiving the returned item, inspecting it, and approving the return:
• Refunds will be processed to the original payment method whenever possible.
• Within [7] business days from the date the return is approved.
• The time for funds to appear in your account may vary depending on your bank/payment provider.
Cash on Delivery (if available)
If the order was paid via Cash on Delivery:
• Refunds will be issued via [bank transfer/store credit/purchase voucher] as agreed with the customer.
If the amount does not appear after the stated timeframe:
• Please contact us with your order number, and we will immediately verify the refund status with the payment provider/bank.
• Email: info@multicart.ae
• WhatsApp/Phone: +971 565 088 475
We provide high-quality cleaning and hygiene solutions designed specifically for businesses and organizations. Our wide range of liquid detergents and professional cleaning products .