Refund policy

1. Delivery & Dispatch

1.1 Service Areas & Timelines
UAE

  • Dubai
    • Orders placed by 12:00 PM GST (noon) (Mon–Sat) will be delivered same day. (Express delivery)
    • Orders placed after 12:00 PM GST (noon) (Mon–Sat) will be delivered next day. (Standard next day free delivery)
  • Other Emirates
    • Orders placed by 12:00 PM GST (noon) (Mon–Sat) will be delivered next day.
    • Orders placed after 12:00 PM GST (noon) (Mon–Sat) will be delivered day after next.
  • Shipping Fee: Free next day delivery on all UAE orders

GCC (Qatar, Oman, Bahrain, Saudi Arabia, Kuwait)

  • Standard delivery in 3–5 business days.
  • Shipping Fee: AED 79 per order.
  • Zone surcharges may apply for remote or high-altitude locations; please email hello@immune.ae for details.

1.2 Order Processing & Tracking

  • Orders are processed within 24 hours of payment confirmation (excluding Sundays and public holidays).
  • Upon dispatch, you will receive an email with tracking details.
  • If you do not receive tracking information within 48 hours, please contact hello@immune.ae with your order number and contact details.

2. Returns & Refunds

In accordance with UAE Federal Decree Law No. 15 of 2020 on Consumer Protection, eligible orders may be returned within 14 days of delivery.

2.1 Eligibility

  • Items must be unused, unopened, and in their original packaging.
  • All seals, labels, and hygiene stickers must remain intact.
  • Health supplements are non-returnable once opened, unless defective on arrival.
  • Final-sale or personalized products are not eligible for return.

2.2 Return Process

  1. Email hello@immune.ae with your order number, reason for return, and photos (if applicable).
  2. Await approval—do not discard the product until authorized.
  3. Ship your return within 7 calendar days of approval to the address provided.

2.3 Return Shipping Costs

  • UAE: Immune.ae covers return postage for approved returns.
  • GCC & International: Return shipping is at the customer’s expense.

2.4 Refund Issuance

  • Refunds are processed to the original payment method within 7–10 business days of receipt.
  • Alternatively, you may opt for store credit, valid for 6 months from the date of issue.

3. Exchanges

  • Exchanges of unopened, unused items are allowed within 14 days of receipt, subject to stock availability.
  • To initiate, follow the Return Process and specify your desired replacement.
  • Any price difference will be settled prior to dispatch of the exchanged item.

4. Customer Support

For questions or assistance, please contact our Customer Care team:

  • Email: hello@immune.ae
  • Response Time: Within 24 hours (Mon–Fri)

5. Policy Updates

Immune.ae reserves the right to amend this policy at any time. All updates will be posted here with the revised “Last Updated” date. 

 

Last updated on 21.08.2025