Shipping & Delivery Policy

1. Introduction

Al Basma Detergents & Cleaning Ind. LLC (“we,” “our,” “us”) is dedicated to delivering your orders efficiently and securely. This policy outlines our shipping, delivery, refund, and return terms to ensure a clear and satisfactory customer experience.

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2. Delivery Coverage

We deliver across all Emirates within the United Arab Emirates. For deliveries to remote or restricted areas, please contact our customer service before placing your order.

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3. Delivery Charges (Inclusive of VAT)

Order Value (AED)	Delivery Fee (AED)
Up to AED 300	AED 25 (inclusive of VAT)
Above AED 300	AED 10 (inclusive of VAT)

Delivery charges are added at checkout and apply per delivery.

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4. Delivery Timelines

• Typical delivery within 1 to 3 business days post-dispatch.
• Delivery times may vary due to product availability, destination, public holidays, weather, or other disruptions.
• Customers will be notified of significant delays.

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5. Business Days & Hours

• Deliveries and support services operate Sunday to Friday.
• Saturday and public holidays are non-working days.

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6. Payment Options

• Cash on Delivery (COD) — exact cash payment preferred.
• Bank Transfers.
• Online Payments (coming soon). All prices include VAT as mandated.

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7. Order Processing & Dispatch

• Order confirmation sent immediately via email or phone.
• Dispatch within 24 hours on business days.
• Delivery notification with estimated time provided.

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8. Missed Deliveries & Redelivery

• One free redelivery attempt on missed delivery.
• Additional attempts may incur fees.
• Returned orders may be subject to cancellation or restocking fees.

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9. Special Delivery Instructions

Specify delivery timing, gate access, or authorized recipient during order placement or via customer service.

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10. Self-Pickup Option

Pickup available at:
Al Basma Detergents & Cleaning Ind. LLC
Industrial Area 3, Sharjah, UAE
Monday to Saturday, 9:00 AM – 6:00 PM by appointment.

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11. Receipt of Goods & Claims

• Inspect items on delivery.
• Report damaged, incorrect, or missing goods within 24 hours for replacements or refunds.
• Late claims may not be accepted.

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12. Order Cut-Off Time

• Inspect items on delivery.
• Report damaged, incorrect, or missing goods within 24 hours for replacements or refunds.
• Late claims may not be accepted.

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13. Delivery Restrictions

• Delivery may not be possible to certain restricted, security-controlled, or unsafe locations (e.g., some labour accommodations, high-security buildings, etc.).

  In such cases, our team will contact you to arrange an alternative delivery point or self-pickup.

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14. Bulk & Heavy Orders

 For large, bulk, or pallet-sized orders, delivery timelines and charges may differ from standard rates.

Our sales team will confirm special delivery arrangements and charges before order confirmation.

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15. Policy Updates

Al Basma Detergents & Cleaning Ind. LLC reserves the right to update or modify this Shipping & Delivery Policy at any time.
Any changes will be published on this page and will apply to orders placed after the update date.

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Contact:

info@albasmadetergents.com
+9716 5351554

Refund & Return Policy

1. Our Commitment to You

At Al Basma Detergents & Cleaning Ind. LLC, we are committed to delivering high-quality cleaning products and ensuring that your shopping experience is smooth and reliable. However, we understand that there may be rare occasions where you may need to return or exchange a product. This policy explains when and how you can do so.

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2. Return Eligibility

You may return products if they meet all of the following conditions:

• The request is made within 7 calendar days from the date of delivery.
• The product is unused, unopened, and in its original packaging.
• The item is in resellable condition, and all labels, seals, and accessories are intact.
• You provide proof of purchase (invoice or order confirmation email).

Returns that do not meet these conditions may be rejected or refunded at our sole discretion.

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3. Non-Returnable Products

For hygiene, safety, and regulatory reasons, the following items cannot be returned:

• Opened or used detergents, soaps, or cleaning products.
• Products purchased on clearance or promotion (unless defective).
• Bulk or custom-packaged items.

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4. Products Damaged or Defective on Arrival

If your order arrives damaged, defective, or incorrect:

• Please contact us within 48 hours of receiving the item.
• Send an email to info@albasmadetergents.com with your order number and clear photos of the product and packaging.
• We will assess your claim and may offer a replacement, refund, or store credit as appropriate.
• Items damaged due to misuse or improper storage are not eligible for return or refund.

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5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

• Your refund will be processed to the original payment method.
• Please allow 7–10 business days for the amount to reflect in your account.
• Shipping and delivery charges are non-refundable, except when the return is due to our error.

If rejected:

• The product will be returned to you, and no refund will be issued.

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6. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, please email us with supporting details and we’ll guide you through the process.

All exchanges are subject to stock availability.

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7. Return Shipping Instructions

• If the return is due to our fault (wrong item, damaged item), we will arrange for a courier pickup at no cost to you.
• If the return is due to a personal reason (e.g., change of mind), you will be responsible for arranging and paying for the return shipping.
• Please ensure products are securely packaged to avoid damage during transit.

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8. Important Notes

• We reserve the right to inspect all returns before approving refunds or exchanges.
• Repeated return requests without valid reasons may result in restrictions on future orders.
• In case of bulk or business orders, a different return policy may apply. Please contact us in advance.

Terms & Conditions

1. Introduction

Welcome to Al Basma Detergents & Cleaning Ind. LLC. These Terms & Conditions govern your access to and use of our website and services. By accessing our site or placing an order, you agree to be bound by these terms. If you do not agree, please refrain from using our services.

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2. Definitions

• “Company” refers to Al Basma Detergents & Cleaning Ind. LLC.
• “User”, “You” refers to anyone using or purchasing from our site.
• “Products” means any items sold on our platform.
• “Website” refers to www.albasmadetergents.com.

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3. Eligibility

To place an order or use our services:

• You must be 18 years or older or have permission from a legal guardian.
• You must provide accurate, complete, and current contact and delivery information.

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4. Product Information & Pricing

• We make every effort to display accurate product descriptions, images, and pricing.
• However, errors may occur. We reserve the right to correct any inaccuracies or cancel orders resulting from such errors.

All prices are listed in AED (UAE Dirhams) and include VAT unless stated otherwise.

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5. Orders & Payments

• Orders are confirmed only after payment is successfully received.
• We accept various payment methods, including cash on delivery, card payments, and bank transfers.
• The Company reserves the right to cancel orders at its discretion, including in cases of:
  • Suspected fraud
  • Inaccurate information
  • Unavailability of items

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6. Shipping & Delivery

• Please refer to our Shipping & Delivery Policy for detailed information.
• Delivery timelines are estimates only and not guaranteed.

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7. Returns & Refunds

• Products may be returned or exchanged in accordance with our Refund & Return Policy.
• Claims must be made within the time period specified in the policy.

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8. Intellectual Property

All content, logos, trademarks, images, and text on the website are the intellectual property of Al Basma Detergents & Cleaning Ind. LLC and may not be copied, modified, or reused without prior written consent.

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9. Limitation of Liability

To the maximum extent permitted by law, Al Basma shall not be liable for any indirect, incidental, or consequential damages arising from:

• Use of or inability to use the site
• Delayed or failed delivery
• Use of our products beyond recommended applications

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10. User Conduct

You agree not to:

• Misuse the website or upload harmful content (viruses, malware, etc.).
• Attempt unauthorized access to systems or accounts.
• Use the site for fraudulent or unlawful purposes.

We reserve the right to ban or report violators to relevant authorities.

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11. Governing Law

These terms are governed by the laws of the United Arab Emirates.
Disputes will be handled by the competent courts of Sharjah, UAE.

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12. Modifications

We reserve the right to update these Terms & Conditions at any time. Users are encouraged to review the terms periodically.