We at Konjae believe that customers come first! Our designated customer support team is here to make sure you are happy!

Konjae is very strict about quality control in product inventory and shipment processes. But mistakes can happen.

1. Konjae’s Return & Exchange Policy
2. How to Write Return Request Initiation Email
3. How to Return Your Order
4. Ask Us Now!

Before you initiate your Return Request, we suggest you read our Policy carefully. This is to save your time and effort!

Konjae’s Return & Exchange Policy

ELIGIBILITY CRITERIA FOR A RETURN:

1. You can only return & exchange damaged, wrong-sized, or incorrect products. Konjae will bear all reshipment charges in these cases.
   1. We don’t accept returned products that are used or washed. All the price tags and labels should be attached to the product & their packaging should be the same as in their original condition.
   2. Customers are advised not to accept delivery parcels if the seal is open or the parcel is damaged
   3. You might receive a replaced new piece of the same product. Or you might get a ‘Store Credit’, which can only be used at the Konjae e-store.
   4. ‘Store Credit’ is a store coupon with a limited validity time.
   5. The customer is responsible for any additional charges and/or documentation for Customs Clearance.
   6. For cases approved by our quality control team, customers will get back the delivery charges that they paid initially to ship products back to Konjae. This reimbursement will be, in the form of bank credit, given to the customer at the time of final order replacement.
   7. The timeline for receiving replacement is 15 working days after your returned product reaches our warehouse. This is because it takes us time to procure the product again from the source (brand).
2. Konjae has the right to cancel orders for reasons such as the item is out of stock, the article being found defective in quality control, or the credit/debit card payment is declined by the issuing financial institution. In case of successful payment, if Konjae cancels an order, the customer will be refunded on their credit/debit card.
   1. If an order has been canceled by a customer before dispatching, it can qualify for a refund to the credit/debit card used for the order.
   2. The timeline for receiving an approved refund is between 4 to 20 days starting from case approval.

RETURN PROCEDURE

1. You must contact the Konjae Support Team for a Return Request within 48 hrs after receiving your order. Konjae does not cater to returns reported after the first 48 hours of delivery
2. After your Return Request Initiation (sent by E-mail, WhatsApp, or live chat), you will be notified within 5 business days whether our Quality Control Team approves or rejects your case.
3. If your case is approved, you will be asked to re-ship the product back to us.
4. The company is only responsible for returns once the item/product reaches the warehouse. Please be aware that returns will only be accepted if
   1. The products are sent through agreed-upon courier services.
   2. Approved by our Quality control team.
   3. The product is shipped in the right condition.
5. If a product is returned to Konjae Warehouse in an inadequate condition or if the product is tempered, damaged or the care instructions have been violated, we reserve the right to send it back to you or refuse to issue the refund.
6. If a customer refuses to accept the order at the time of delivery without a solid reason, Konjae is not liable to refund or compensate for the order payment. x

How to Write Return Request Initiation Email/WhatsApp

This email/message format is easy but crucial to strengthen your return case.

Kindly send us this message via WhatsApp at +971 547503644 or email at [email protected], including the following, in the same order:

1. Receipt or Original proof of purchase (You will find it in your email or WhatsApp)
2. Your name
3. Description of the issue in the product.
4. Clear Photo(s) and/or video(s) of the product where the issue is visible
5. Make sure you add ‘Return Request Initiation’ in your WhatsApp message or the email's subject line.

After sending this email, please wait for our Customer Support Team to reach out to you.

Summarized Steps to Return Your Order

Here is a summary of the steps to follow. Details of all these steps are explained above on this page:

1. Read Konjae’s Return & Exchange Policy or Ask us now through WhatsApp or email for complete guidance.
2. Send us the ‘Return Request Initiation Email/WhatsApp’ as instructed.
3. Stay in contact with our Customer Support Team to make returning smooth and easy

Ask Us Now!

If you have any questions or need info to return your order,

Send us an email here anytime: [email protected]

Or talk to our Customer Support Team here on WhatsApp: +971 547503644 to initiate your return process.

We are available through call

Every Monday to Saturday, From 08:00 am to 6:00 pm (GST)

By placing an order with us, you acknowledge and agree to the terms outlined in our policies.

If you have any further questions or concerns, you know where to find us!

Thank you for choosing KonJae!

Please Note:

Konjae reserves the right to modify or update this refund policy at any time. Any changes will be effective immediately upon posting the revised policy on our website.