Returns and Exchanges

How to return an item in the UAE
Simply send an email to customercare@thecartel.me within 14 days of receiving your order. We then will provide you with a Return Authorization number (RAN). Complete your Return Pro Forma which will be sent with the goods, and we will arrange a Free Collection.

International Returns
Send an email to customercare@thecartel.me within 14 days of receiving your order. If you wish we can book a collection from DHL for you, else you can send the item with your trusted courier. After that, we will send you an email containing the full instructions and Return Authorization number (RAN)
Please complete the Return Pro Forma Invoice with the return product information and the RAN number, with your signature included.
We will email as soon as your item(s) have been received and your return is in process.
All credit card refunds will be credited back to the original payment card used for the transaction. Please note that shipping charges and any taxes and customs duties incurred will not be refunded.
All bank transfers will be refunded back to the payment bank account details provided when the order was placed.
Returned items must be received within 14 days of the RAN receipt date, any returns received after the 14 days will not be processed and the goods will be returned to the customer.
In the unlikely event that goods are damaged in transit we will reimburse the customer any Shipping and Duty costs that have been incurred.

Exchanges
All items may be exchanged by requesting an EAN (Exchange Authorization Code) by contacting customercare@thecartel.me within 14 days of receiving your order.
 
How to exchange an item in the UAE
Simply send us an email to customercare@thecartel.me requesting an exchange. Complete your Exchange Pro Forma which will be sent with the goods with the Exchange Authorization Number (EAN), and we will arrange a Free Collection and delivery of your new item.
Please note that we will only exchange goods to the same value or higher, we cannot exchange products for a lower value.
 
International Exchanges
Send an email to customercare@thecartel.me requesting an exchange. Please provide all new product information as part of the email.
Same Returns procedures will be applied, but the delivery charges will not be shouldered by us. We will then process your new order and provide you with all relevant documentation in the new shipment.
We will email as soon as your item(s) have been received, your return is in process and your exchange is being shipped