FAQ & Policies

Most orders placed before 2:00 PM (UAE time) on a business day are dispatched the same day or the following morning. Orders placed after 2:00 PM, or on weekends and public holidays, are dispatched the next business day.

In the unlikely event of an unforeseen delay — such as high-volume periods, logistics disruptions, or supply issues — we will notify you promptly by WhatsApp or email with a revised timeline.

We deliver UAE-wide through our contracted shipping partners. Estimated delivery times from dispatch date:

Delivery times are estimates and subject to carrier schedules. Public holidays may add 1 additional business day.

We work with contracted, vetted logistics and courier partners across the UAE to ensure consistent, trackable, and timely delivery. Our carrier relationships are managed at the business level to maintain service standards.

Where applicable, you will receive tracking information once your order is dispatched. For B2B and bulk orders, our team coordinates delivery scheduling directly with you.

For orders below AED 400, or for deliveries outside Dubai, a delivery fee applies. The exact fee depends on your emirate, order size, and weight. Contact us for a delivery quote on large or multi-location orders.

B2B and wholesale accounts may have separate delivery terms agreed upon at account setup. Speak to our sales team for details.

Yes — Aoura Products offers international export to select countries. International shipping is handled on a case-by-case basis and pricing depends on destination, order volume, and current freight rates.

Please contact us via WhatsApp or email to discuss international export requirements. We will provide a formal quotation including shipping costs, estimated lead times, and applicable documentation.

We take delivery commitments seriously. In the event of an unlikely delay — whether due to stock availability, logistics disruption, or force majeure — we will:

• Notify you proactively via WhatsApp or email as soon as we become aware
• Provide a revised, realistic dispatch and delivery estimate
• Offer alternatives where possible (partial fulfilment, substitute products)
• Escalate with our carrier partner to prioritise your order

We do not charge for delayed orders and will work to make it right.

If you're not satisfied with your purchase for any reason, you may return it within 7 calendar days of receiving your order — no questions asked.

Depending on the item and its condition, we will offer one of the following resolutions:

• Full Refund — Returned to your original payment method
• In-Store Credit — Applied to your Aoura Products account for future orders
• Exchange — Swap for the same item or an equivalent alternative

Our team will advise on the most appropriate resolution based on the item type and reason for return.

Initiating a return is straightforward. Simply contact us within 7 days of receiving your order through any of the following channels:

• WhatsApp: +971 52 150 3203 (fastest response)
• Email: customer@aouragrp.com

Please include your order reference number and a brief description of the issue. You do not need to justify the return — simply let us know you'd like to proceed, and our team will arrange collection or advise on how to return the item.

For the smoothest return experience, items should ideally be returned in their original packaging and unused condition. However, we understand that sometimes you need to try a product before deciding.

Items that are eligible for return:

• Unused or lightly used products in resalable condition
• Defective or damaged items (received in poor condition)
• Incorrectly shipped products (wrong item sent)
• Items that do not match their description

Items that are not eligible for return:

• Consumables that have been fully opened and used (e.g. ink cartridges, coffee capsules)
• Custom or bespoke orders
• Items damaged due to misuse or improper storage after delivery

Once we receive and inspect the returned item, refunds are typically processed within 3–5 business days. The time for the refund to appear in your account depends on your bank or payment method:

• Bank transfer / credit card: 3–7 business days (bank processing times vary)
• In-store credit: Applied immediately upon return approval

You will receive a confirmation message once your refund has been initiated.

We sincerely apologise if this has occurred. Please contact us immediately via WhatsApp with a photo of the item and your order reference. We will:

• Arrange an immediate replacement or full refund — your choice
• Organise collection of the incorrect/damaged item at no cost to you
• Investigate and improve our fulfilment process

You can place an order through several channels:

• Online Shop — Browse and order at products.aouragrp.com/wp/shop/
• WhatsApp — Send your list to +971 52 150 3203 for a quick quote
• Email — Send your order or product list to customer@aouragrp.com

For B2B clients, WhatsApp or email is usually the fastest route. Most quotes are returned within 2–4 hours during business hours.

There is no minimum order quantity for retail purchases via our online store. For B2B wholesale pricing, minimum quantities may apply per product category.

Contact our sales team for bulk pricing tiers and wholesale account setup. We work with businesses of all sizes across the UAE.

We maintain healthy stock levels across all our product categories. In the event an item is temporarily out of stock, our team will:

• Provide an estimated restock date
• Suggest equivalent alternatives that meet your requirements
• Accept backorders for B2B clients with confirmed timelines

Reach out via WhatsApp for the most current stock availability before placing a large order.

Yes, orders can be modified or cancelled provided they have not yet been dispatched. Contact us as soon as possible via WhatsApp or phone to request a change.

Once an order has been dispatched, it cannot be cancelled but you may initiate a return upon delivery under our 7-day return policy.

We accept the following payment methods:

• Bank transfer (UAE local bank accounts)
• Credit & debit card (via secure online checkout)
• Cash on delivery (COD) — available for select orders in Dubai
• Corporate/business cheque (for approved B2B accounts)

Payment terms for wholesale and B2B clients can be discussed with our sales team. Net 30 terms may be available for established accounts.

Yes. Aoura Products is VAT-registered in the UAE. A VAT-compliant tax invoice is issued for every order, suitable for business expense claims and accounting purposes.

If you require the invoice in a specific format or addressed to a company entity, please inform us at the time of ordering.

Prices displayed on our website and quoted via WhatsApp/email are typically exclusive of VAT unless stated otherwise. VAT at the standard UAE rate of 5% will be added at checkout or on the final invoice.

For B2B accounts, all quotes will clearly indicate whether VAT is included or to be applied separately.

Yes. All products sold by Aoura Products are genuine, brand-name items sourced through authorised distributors and supply chains. We do not deal in counterfeit or grey-market goods.

Our catalogue includes internationally recognised brands such as Faber-Castell, Uni-Ball, HP, Epson, Canon, Nespresso, Dolce Gusto, Philips, BLACK+DECKER, and more.

If a product is found to be defective, fails within normal use, or does not match its description, contact us immediately. We will:

• Arrange a replacement at no charge
• Issue a full refund if preferred
• Escalate to the manufacturer where a warranty claim applies

Manufacturer warranties apply to applicable products (printers, cleaning equipment, etc.) as per the brand's standard terms. We assist in the warranty process on your behalf.