1. Overview

At Infah Collections (FAIZ AL NILE IMPEX TRADING LLP), customer satisfaction is a priority. While we strive to deliver products that meet your expectations, we understand that there may be rare instances where returns or refunds are necessary. This policy outlines the terms under which returns and refunds are accepted.

  1. Eligibility for Returns

To be eligible for a return, the item must meet the following conditions:

  • The return request must be initiated within 7 days of receiving the product.
  • The item must be unused, unwashed, and in the same condition that you received it.
  • It must be returned in its original packaging with all tags, labels, and accessories intact.
  • Proof of purchase or order confirmation must be provided.

Note: Products damaged due to misuse, negligence, or regular wear and tear are not eligible for return.

  1. Non-Returnable Items

Certain items are not eligible for return under any circumstances. These include:

  • Products marked as Final Sale or Non-Returnable at the time of purchase.
  • Customized or personalized items made specifically for the customer.
  • Gift cards or vouchers.
  • Health and hygiene-related items such as water bottles, if unsealed or used.

We reserve the right to decline returns that do not comply with the above conditions.

  1. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Contact our support team on WhatsApp with your order number and reason for return within the return window.
  2. Wait for Approval: Once your return is approved, you will receive instructions and the return address.
  3. Ship the Item: Ensure the product is in original condition, with tags and packaging intact. The customer is responsible for return shipping unless the return is due to a defect or error on our part.
  4. Confirmation & Refund/Exchange: Once we receive and inspect the item, we will notify you regarding your refund or replacement.

 

  1. Refunds

  • Eligibility: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Processing Time: Approved refunds will be processed within 5–7 business days via the original payment method.
  • Partial Refunds: In some cases, only partial refunds may be granted for:
    • Items not in original condition
    • Items returned beyond the return window
  • Late or Missing Refunds: If you haven’t received a refund within the stated period, please check with your bank or payment provider. If issues persist, contact our support team.