Refund Policy for Jammbak Marketplace

Last Updated: 01/03/2026

This Refund Policy is established in accordance with Federal Law No. 15 of 2020 on Consumer Protection of the United Arab Emirates. It governs how refunds are processed for purchases made on jammbak.ae.

As Jammbak is a multi-vendor marketplace, refunds may be issued by either Jammbak or the individual Seller, depending on the circumstances. By making a purchase on our platform, you agree to the terms outlined in this policy.

 1. Legal Basis for Refunds

Under UAE Consumer Protection Law (Federal Law No. 15 of 2020), consumers in the UAE have specific rights, including:

• The right to obtain fair compensation for damages suffered as a result of purchasing defective goods or receiving inadequate services.
• The right to receive accurate information about products and services before purchase.
• The right to clear policies regarding refunds, returns, and cancellations from e-commerce businesses.

This policy is designed to comply with these legal requirements while providing clarity to our customers.

 2. When Are You Eligible for a Refund?

You may be eligible for a refund in the following situations:

3. Refund Timelines Under UAE Law

UAE law requires that refunds be processed promptly . Our processing timelines are as follows:

Important Note: Jammbak processes refunds immediately upon approval. The time it takes for funds to appear in your account is controlled by your financial institution and may vary.

 4. The Refund Process

Step 1: Initiate Return or Cancellation

• Log into your Jammbak account and go to "My Orders"
• Click "Request Return" or "Cancel Order"
• Provide your reason for the request

Step 2: Approval
You will receive an email confirming whether your refund request is approved or rejected within 2 business days.

Step 3: Return the Item (if applicable)
For returns, you must send the item back according to our [Return Policy]. Refunds are only processed after the returned item passes inspection.

Step 4: Refund Issued
Once approved, our finance team initiates the credit to your original payment method.

 5. Original Shipping Costs

Under UAE law, transparency in pricing and fees is mandatory . Our policy on shipping cost refunds is:

• Customer-Initiated Returns (Change of Mind): Original shipping fees are non-refundable. This will be clearly disclosed at the time of purchase as required by law .
• Seller-Initiated Returns (Damaged/Defective/Incorrect): Original shipping fees are fully refundable in accordance with your right to fair compensation under Article 4 of the Consumer Protection Law .

 6. How Refunds Are Calculated

Example 1: Change of Mind Return

• Product Price: AED 100
• Original Shipping: AED 15
• Total Paid: AED 115
• Refund Amount: AED 100 (Product only)
• Result: You receive AED 100 back. The AED 15 shipping fee is retained as disclosed.

Example 2: Damaged Item Return

• Product Price: AED 100
• Original Shipping: AED 15
• Total Paid: AED 115
• Refund Amount: AED 115 (Full amount, plus return shipping costs covered)
• Result: You receive AED 115 back in full compliance with consumer protection laws.

 7. Non-Refundable Items and Situations

Under UAE law, certain items and situations may be excluded from refunds when clearly disclosed to the consumer :

• Final Sale or Clearance Items (clearly marked at time of purchase)
• Perishable Food Items (unless spoiled or defective)
• Custom or Personalized Products (unless faulty)
• Digital Goods that have been downloaded or accessed
• Gift Cards (once purchased, non-refundable by law)
• Items damaged by the customer after delivery

Legal Note: Under Article 148 of the UAE Civil Code, if a product is marked as "non-refundable" at the time of purchase and you accept this term, the deposit or payment may not be refundable if you subsequently withdraw from the contract .

 8. Your Rights Under UAE Consumer Protection Law

As a consumer in the UAE, you have the following rights under Federal Law No. 15 of 2020:

1. Right to Information: You must be provided with clear and accurate information about products, prices, and terms of sale .
2. Right to Safety: Products must meet safety standards and not be hazardous .
3. Right to Fair Compensation: You are entitled to compensation for damages from defective goods or inadequate services .
4. Right to Privacy: Your personal data must be protected and not used for unauthorized purposes .
5. Right to Clear Policies: E-commerce businesses must establish and communicate clear refund, return, and cancellation policies .

 9. Dispute Resolution

If you believe your refund rights under UAE law have not been respected, you have the following options:

9.1 Contact Jammbak First

Please contact our customer service team with your Order Number and details of the issue. We are committed to resolving disputes promptly.

9.2 Ministry of Economy

You may file a complaint with the UAE Ministry of Economy's Consumer Protection Department:

• Phone: 800 1222
• Website: Ministry of Economy Consumer Protection

9.3 Department of Economic Development (DED)

For issues related to transactions in Dubai, you can contact Dubai DED:

• Dubai Consumer Rights: 600 54 5555

9.4 Legal Action

Under UAE law, you have the right to pursue legal action through the appropriate court system. Claims for unjust enrichment may be filed under Article 318 of the UAE Civil Code .

 10. Special Provisions for Multi-Vendor Marketplace

As a marketplace platform, Jammbak facilitates transactions between buyers and independent Sellers. In accordance with UAE law:

• Jammbak provides clear information about Sellers on product pages.
• We maintain transparent policies regarding refunds, returns, and cancellations as required by Article 9 of the Consumer Protection Law .
• We cooperate with authorities to resolve consumer complaints promptly.

 11. Contact Us

If you have questions about this Refund Policy or need assistance with a refund, please contact us:

• Email: happiness@jammbak.ae

Please have your Order Number ready when contacting us.

 12. Policy Updates

We reserve the right to update this Refund Policy as needed to comply with changes in UAE law or our business practices. The "Last Updated" date at the top of this page indicates when this policy was last revised.

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