Return Policy
You may request a return or exchange within 14 days from the date your order is delivered.
We will issue an eligible refund, exchange, or replacement where the conditions below are met.
Return Conditions
To qualify for a return or exchange, the product must be:
- Unused
- Unopened and sealed
- In its original packaging
- In the same condition in which it was received
- Accompanied by proof of purchase
For hygiene and safety reasons, opened, used, or unsealed personal care and beauty products cannot be returned unless the item is defective, damaged, or incorrectly supplied.
If an item is returned used, opened, or unsealed and does not qualify for a return, it may be disposed of and no refund will be issued for that item.
Refunds generally cover the eligible product value only. Original shipping fees are non-refundable unless the return is caused by an error on our part or otherwise required by applicable law.
How to Request a Return or Exchange
To request a return or exchange, email:
Please include:
- Your full name
- Order number
- Reason for the return or exchange
- Photos if the item is damaged, defective, or incorrect
We aim to respond within 24 hours and will provide the applicable return instructions and return address.
Items sent back without first requesting and receiving return approval will not be accepted.
Return Shipping
Unless the return is due to a damaged, defective, or incorrectly supplied item, return shipping is generally the responsibility of the customer.
Customers may arrange return shipping using a carrier of their choice.
We strongly recommend using an insured and trackable shipping service, particularly for international returns.
We are not responsible for return parcels that are lost or damaged while being transported back to us.
UAE returns: A flat return shipping fee of AED 25 may apply where we arrange the return.
International returns: Return shipping charges depend on the destination and selected courier and are normally payable by the customer.
Exchanges & Replacements
Eligible items may be exchanged or replaced where appropriate.
The quickest option may be to return the eligible product and place a new order once the return has been approved.
Where a product arrives damaged, defective, or incorrect, our team will review the issue and determine the appropriate resolution, which may include a replacement or refund.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as it arrives.
If your item is:
- Damaged
- Defective
- Incorrect
- Missing from your order
please contact us immediately at support@jasonmakki.com.
Please provide your order number and clear photographs where relevant so we can evaluate the issue and make it right.
Shipping Delays
We work with independent shipping and courier companies and cannot fully control their delivery operations.
Delivery times are estimates and may be affected by:
- Courier delays
- Customs processing
- Public holidays
- Peak shopping periods
- Weather conditions
- Natural disasters
- Local delivery restrictions
- Other circumstances outside our reasonable control
A later-than-expected delivery does not automatically qualify an order for a refund of shipping charges unless required by applicable law or the delay was caused by an error on our part.
Lost or Stolen Packages
Tracking information is provided for eligible shipments so customers can monitor delivery.
If a package has not arrived despite the expected delivery status, please contact the courier first.
If you still cannot locate the package after 3 business days, contact our customer service team at:
If a parcel has been confirmed as delivered by the courier but is subsequently lost or stolen, JASON MAKKI cannot normally accept responsibility for the loss.
We will, however, assist where reasonably possible with courier enquiries.
Unclaimed Parcels
Customers are responsible for monitoring shipment tracking and responding to courier or customs requests.
This is particularly important where customs clearance, identity verification, import documentation, or additional delivery information is required.
Unclaimed packages may be:
- Returned to us
- Held by the courier
- Returned by customs
- Destroyed or disposed of where return is not possible
If an unclaimed package is returned to us, any eligible refund may be reduced by:
- Original shipping charges
- Return shipping costs
- Customs charges
- Courier handling fees
- Other applicable costs
If a package is destroyed or disposed of because it was not claimed or required customs procedures were not completed, the order may not be eligible for a refund.
Free Shipping Orders
Receiving free shipping does not remove your right to request an eligible return.
However, where an order is returned because of customer refusal, non-collection, incorrect address information, or failure to complete required customs or delivery procedures, the actual shipping and return costs incurred may be deducted from any eligible refund where permitted.
This wording is better than saying:
“Free Shipping products are not subject to refund.”
because a blanket statement like that can conflict with your general 14-day return promise.
Refunds
Once we receive your returned item, it will be inspected to confirm that it meets the return conditions.
We typically process an approved refund within 2–3 business days after receiving and inspecting the returned package.
During peak periods, processing may take slightly longer.
Once your refund has been processed, you will receive confirmation at the email address used for your order.
Approved refunds will normally be returned to the original payment method.
Depending on your bank or payment provider, it may take approximately 3–14 business days for the refunded amount to appear in your account after we process it.
A store voucher or store credit equivalent to the eligible product value may also be offered as an option where agreed with the customer.
Partial or Reduced Refunds
A full refund may not be available where:
- The item has been opened or used
- The original seal has been broken
- Original packaging is missing
- The item has been damaged after delivery
- The customer refused or failed to collect the shipment
- Customs or courier requirements were not completed
- Return shipping, customs, or courier charges apply
Any deduction will depend on the circumstances and applicable law.
Non-Returnable Items
The following are generally not eligible for return:
- Opened or used personal care products
- Products with broken seals
- Custom or personalized products
- Gift cards
- Final-sale products where clearly identified
- Products returned outside the approved return period
If you are unsure whether your product qualifies, please contact us before returning it.
Contact Us
For return, exchange, replacement, or refund enquiries, please contact:
JASON MAKKI BEAUTY AND PERSONAL CARE EQUIPMENT TRADING LLC
Al Hanaa Center, Al Mankhool Road, Al Jafiliya, Dubai, United Arab Emirates
Email: support@jasonmakki.com
Phone / WhatsApp: +971 50 548 3844
THANK YOU FOR CHOOSING JASON MAKKI
