Refund Policy

Procure does not issue refunds except where a product arrives damaged or faulty from the manufacturer. This is the only circumstance in which a refund or replacement will be considered. Please read this policy together with our Return Policy before ordering.

When a Refund Is Available

A refund or replacement is available only when a product is confirmed to have arrived damaged or faulty from the manufacturer. Refunds are not issued for change of mind, ordering the wrong item, or any reason other than manufacturer damage or fault.

How to Raise a Claim

Inspect your order immediately upon receipt. If a product is damaged or faulty, contact us straight away at [email protected] with your order reference, the product name or SKU, and clear photographs of the fault and packaging. Do not return any item before your claim has been reviewed and approved.

Resolution Timeline

Where a claim is approved, resolution is subject to the manufacturer’s assessment. There is a timeline of at least 14 business days before a refund is issued or a replacement product is offered. If a refund is approved, it is made to your original payment method; please note that your bank or card provider may take additional time to post the refund to your account.

Non-Refundable Items

Perishable goods, custom, personalised or made-to-order items, personal care goods, hazardous materials, flammable liquids and gases, sale items and gift cards cannot be returned or refunded under any circumstances.

Questions

If you have any questions, contact us at [email protected] or call +971 4 546 5041.