Refund and Returns Policy

Most of our products are medical and temperature-sensitive, so for the safety of all customers we cannot accept returns of products once they have been delivered — except in the cases below.

Cancelling an order

You can cancel an order free of charge before it is dispatched. If you have already paid, we refund the full amount. Once the parcel has been handed to the courier, the order cannot be cancelled.

Damaged, incorrect or missing items

If a product arrives damaged, if you receive the wrong product, or if something is missing:

1. contact us within 48 hours of delivery at contact@filleruae.shop or on WhatsApp +971 54 550 7361;
2. send your order number and photos of the parcel, packaging and products;
3. keep the products and packaging until the claim is resolved.

After checking the claim we will send a replacement or refund the cost of the affected items. Shipments are insured, so you do not pay for replacements of items damaged in transit.

Items we cannot accept back

• products that have been opened, used or stored by the customer;
• products returned without our prior agreement;
• products that were ordered correctly and delivered undamaged.

Customs and delays

Customs duties and import taxes are not refundable. Delivery delays caused by customs clearance are not a reason for a refund, but we will help you track the shipment.

Refunds

Approved refunds are made to the original payment method within 14 days of approval.

See also our Terms and Conditions and Delivery & payment.