Sales and Refunds Policy

Last Updated: 7th October 2024

At NAGT Group, we strive to ensure that our customers are satisfied with their purchases. This Sales and Refunds Policy outlines the terms and conditions related to the sale of our products, as well as the process for returns and refunds. Please read this policy carefully before making a purchase.

1. General Terms of Sale

1.1 Pricing and Payment

• All prices listed on our website are in AED and are inclusive of applicable taxes unless otherwise stated.
• We accept various payment methods for your convenience, including Credit Card, Debit Card, and Transfers.
• Full payment must be received before an order is processed and shipped.
• Prices may be subject to change at any time, but changes will not affect orders that have already been placed and confirmed.

1.2 Order Confirmation

Once you place an order, you will receive an order confirmation email containing the details of your purchase. This confirmation does not guarantee product availability. In case of any issues with your order (e.g., stock availability), we will notify you as soon as possible and provide options for either a refund or an alternative product.

1.3 Shipping and Delivery

• Shipping charges and estimated delivery times will be provided during checkout. Delivery times vary based on location and shipping method.
• We are not responsible for delays caused by external factors such as customs clearance, natural disasters, or courier service issues.
• For international orders, any additional taxes, duties, or customs fees levied by the destination country are the responsibility of the customer.

1.4 Product Availability

While we strive to ensure that all product information on our website is accurate and up-to-date, there may be instances where a product becomes unavailable after an order is placed. If this occurs, we will notify you and offer alternative options or a refund.

2. Returns and Exchanges

2.1 Eligibility for Returns

We accept returns for products purchased directly from NAGT Group within 7 days of the delivery date, subject to the following conditions:

• The product must be unused, in its original packaging, and in the same condition that you received it.
• Perishable goods (e.g., food items), personal care products, and hygiene items are non-returnable for safety and health reasons unless they arrive damaged or defective.
• Custom orders or special items may not be eligible for return unless otherwise specified.

2.2 Return Process

To initiate a return, please follow these steps:

1. Contact our Customer Support Team at info@nagtgroup.com or call +971 4 226 5554 with your order number and reason for the return.
2. Our team will review your request and provide instructions for returning the item(s), including a return shipping address.
3. Once the returned item is received and inspected, we will notify you of the approval or rejection of your return.

2.3 Return Shipping

• Customers are responsible for the cost of return shipping unless the product is defective, damaged, or incorrect.
• We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

3. Refunds

3.1 Refund Eligibility

Refunds will be issued in the following cases:

• If the product arrives damaged or defective.
• If the product is incorrect or does not match the description.
• If the product is returned in accordance with our Returns and Exchanges policy.

3.2 Refund Process

• Approved refunds will be processed within 7-10 business days after we receive and inspect the returned item.
• Refunds will be issued to the original payment method used during the purchase.
• If you haven’t received a refund within the specified timeframe, please first check with your bank or credit card company as processing times may vary.

3.3 Non-Refundable Items

The following items are not eligible for a refund:

• Perishable goods (e.g., chocolates, candies, beverages, etc.)
• Personal care and hygiene products
• Products that have been opened or used
• Custom or special orders

4. Damaged or Defective Items

4.1 Reporting a Defect

If you receive a product that is damaged, defective, or incorrect, please contact us immediately at info@nagtgroup.com or call +971 4 226 5554 with your order number and a description of the issue, along with photos if applicable.

4.2 Remedy

We will either replace the damaged or defective item, or offer a full refund, depending on the issue and product availability. We may also request that you return the defective item to us for review and quality control purposes.

5. Order Cancellations

5.1 Cancellation Policy

• You may cancel your order without penalty before it has been processed and shipped. To do so, please contact our Customer Support Team as soon as possible.
• If your order has already been processed, you may need to wait until the product is delivered and follow our Returns and Exchanges process.

5.2 Cancellation by NAGT Group

We reserve the right to cancel an order if:

• The product is out of stock or unavailable.
• Payment issues arise, such as fraudulent transactions.
• There are errors in pricing or other details on our website.

In such cases, we will notify you promptly and provide a full refund if applicable.

6. Contact Us

If you have any questions or concerns regarding our Sales and Refunds Policy, please feel free to contact us:

NAGT Group
Shop G03 & G04, Sheikh Butti Bldg. Next to NBF Bank, Al Khor Street,
Al Ras, Deira, UAE
Phone: +971 4 8866 133
Email: info@nagtgroup.com