Refund Policy

01About this policy

UAQ Deals is a multi-vendor marketplace connecting customers with independent local vendors — grocery stores, pharmacies, mobile & electronics shops, cafés and other partner businesses — together with our own delivery network. Because listings come from many vendors across very different product types, how a refund works depends on what you ordered, as set out below.

This policy works alongside — and never limits or replaces — your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations (Cabinet Resolution No. 66 of 2023), which apply to all consumer purchases in the UAE, including free zones. Nothing in this policy waives or reduces those rights, and no part of it should be read as a “no refund” or “no return” clause for defective, wrong, or misrepresented goods.

02Order cancellations

If a vendor cancels your order, or an item turns out to be unavailable, you’re refunded in full automatically — no action needed.

03When you’re entitled to a refund or return

You can request a refund, replacement, or return if:

• An item arrives damaged, spoiled, or defective.
• You received the wrong item, or your order is incomplete.
• An item is materially different from how it was listed (wrong size, wrong variant, expired, etc.).
• Your order didn’t arrive, or arrived significantly later than the promised delivery window.
• A grocery or fresh item fails a reasonable quality check on arrival.

04Reporting window

To keep resolution fast — especially for perishables — please report issues within:

• Fresh & perishable groceries (produce, dairy, meat, bakery, etc.): 24 hours of delivery, with photos where possible.
• Packaged, non-perishable goods (electronics, mobile accessories, household items, etc.): 3 days of delivery.
• Pharmacy & healthcare items: at the point of delivery, or as soon as noticed — see Section 5 for restrictions specific to medicines.
• Any defective item, generally: you keep your statutory right to raise a defect claim within 14 days of delivery, even where a shorter window is suggested above for faster handling.

Report through the app (Orders → select order → Get Help), via chat with your vendor or driver, or using the contact details in Section 12.

05Items not eligible for change-of-mind return

For hygiene, safety, and practical reasons, these aren’t eligible for change-of-mind returns — though your rights under Section 3 for defective, wrong, or misrepresented items always apply regardless of category:

• Fresh, perishable, or made-to-order food items, once accepted in good condition.
• Opened or used personal care, hygiene, or grooming products.
• Medicines and healthcare products, once dispensed — pharmacy items can only be returned if damaged, incorrect, or expired at the point of delivery.
• AED Wallet top-ups and Coinback coins (see Section 8).
• Custom, personalized, or made-to-order items.
• Gift cards or vouchers, once issued.

06Voluntary change-of-mind returns

For sealed, unused, non-perishable items outside Section 5, we accept change-of-mind returns within 24 hours of delivery, provided the item is unopened and in its original condition. This is offered in addition to your statutory rights, not instead of them. Delivery fees are not refunded for change-of-mind returns.

07How refunds are paid

Refunds include any VAT charged on the item, with a credit note or updated tax invoice issued where applicable. Delivery fees are refunded in full when the issue is on us or the vendor (wrong / damaged / missing item, vendor cancellation, non-delivery); they’re generally kept for change-of-mind returns. For multi-item orders, only the affected item(s) are refunded — the rest of your order is unaffected.

08AED Wallet, Coinback & Priority Card

• AED Wallet top-ups aren’t refundable to your bank account once added, but stay usable on the platform indefinitely. Order-issue refunds are credited to your wallet as above.
• Coinback coins have no cash value, aren’t transferable, and aren’t redeemable for a refund. If an order that earned coins is refunded, the corresponding coins are reversed.
• Priority Card membership (Silver / Gold / Diamond):
  • Full refund if cancelled within 24 hours of purchase, provided no membership benefits have been used.
  • After benefits are used, or after 24 hours, the fee for that period is non-refundable — but you can turn off auto-renewal at any time, keep your benefits until the paid period ends, and we’ll notify you in advance before the next renewal charge.
  • If your membership was purchased through the Apple App Store or Google Play, that store’s own refund process applies instead of this section.

09Delivery issues

• Non-delivery: full refund, including the delivery fee.
• Delayed delivery beyond your selected tier’s promised window (Quick / Same-Day / Scheduled): contact support — we’ll refund the delivery fee and, for significant delays, offer a partial or full order refund.
• Wrong address entered by the customer: delivery fee isn’t refundable; item refund is handled case by case.

10How to request a refund

1. Open the app → Orders → select the order → Get Help.
2. Choose the issue and attach photos if relevant.
3. We (or the vendor, for vendor-specific issues) review and respond, usually within 2–3 business days.
4. Approved refunds are processed per Section 7.

You can also reach us directly using Section 12.

11Fair use

We review requests individually and may decline or limit refunds where we reasonably suspect misuse — for example, repeated “not received” claims on successfully delivered orders, or repeated change-of-mind returns outside Section 6. This never affects a legitimate statutory claim.

12Contact us

• In-app: Orders → Get Help
• Email: support@uaqdeals.ae
• Company: Ultimate Affordable Quickmark Deals FZC LLC, Ajman NuVentures Centre Free Zone, UAE

If we can’t resolve your complaint directly, you can escalate to the UAE’s consumer protection channels at consumerrights.ae.

13Changes to this policy

We may update this policy to reflect changes in our services or in UAE law. The current version is always available on uaqdeals.ae, with the effective date shown at the top; material changes will be highlighted in-app.