Refund /Return Policy

If the item(s) is purchased from www.emcoop.ae  or our mobile application, we are happy to assist you and manage all your requests for a return and/or exchange according to the terms and conditions set out below.

1. From the day you receive your item(s), our return policy is valid for 7 days.
2. Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Bundle offers or “Buy 1 Get 1 free” offers: In this case you will have to return all the item(s) in this offer.
3. Refund settlement will take place once the returned product has been received back and a quality check has taken place, this procedure normally takes 4-5 days, then 2 business days to issue the refund. Please be aware that sometimes the refund will not show on your account until the next statement cycle is issued from your bank.
4.  We would refund the delivery charge in full if the product received is faulty / damaged and you return all products of your order at the same time. If you choose to keep some of the products, we will retain the balance of the delivery charge that applies to the products you keep.
5.  Please keep all item(s) with their complete packaging and inside packaging intact if you
    
   intend to refund any item(s)s within the conditions set out. No exchange or refund will be considered without it.
6. Item(s) purchased may be returned and/or exchanged either by pickup or directly returned at your nearest Emirates Cooperative Society hypermarket. For a pickup service, delivery charges may apply.
7. Please ensure that returned item(s) are supplemented with your order confirmation, a copy of your delivery note along with all accessories and free-of-charge gifts.
8. Return / Refund Policy applies to limited categories; dairy, produce, and fresh item(s)s are not eligible for return/refund.
9. If you have received an item(s) that is defective (e.g. delivered with ripped or missing parts or other damage) it may be returned for a replacement or full credit upon approval.

Returns and Exchanges policy:

1. Perishable goods (Frozen food, Fruits and vegetable, Bakery, Delicatessen, eady-to-eat food, Meat, Fish must be returned within 24 hours.
2. Non-perishable goods (e.g., toiletries, cleaning products) must be returned within seven (7) days.
3. All orders will be refunded if the product is received “Faulty / damaged” or within a 7 day period if the product is found to be Faulty (Exceptions apply see electrical returns) in such cases the product must be returned with all correct manuals, packaging intact and all correct cables that came with the product, if any of these are found to be incorrect then the refund will not be processed. (Contact customer services for courier uplift date)
4. After the 7-day window for refund of faulty products any product that becomes faulty after this period will be subject to the manufactures warranty, our customer support can assist in directing you to our branch location so that after sales service with the supplier can be arranged. (Where applicable)
5. Any product past the initial period of refund as set out above and after the manufacturer warranty period will not be eligible for either refund or exchange.
6. All perishable item(s)s must be returned on the same day)
7. Any complaints received after 48 hours of the product's delivery will be handled on a case-by-case basis.
8. Item(s)s purchased offline (physical store purchase) can be returned/exchanged by visiting the branches from where the item(s) has been purchased.
9. If the item(s) is damaged on delivery* (upon approvals of after-sales service). The refund will be in the form of a coupon, cash back or credit to a digital wallet.
10. If you return all of your order within seven (7) working days of receiving it due to faulty products we will refund your delivery charge in full. If you're only returning some of the products, or all of the products but after the seven (7) working day period, your delivery charge will not be refunded and further charges for uplift may apply.

Cancellation:

An item(s) or order can be cancelled till the item(s) is in the processing stage. Once the item(s) or order is “Out for Delivery” No cancellation can be processed. 

Physical Address & Contact Details

The governing law of this Agreement shall be the laws of the emirate of Dubai and the federal laws of the United Arab Emirates. Any disputes arising out of the interpretation or execution of this Agreement shall be referred exclusively to Dubai Courts.