Last Updated: June 13, 2026
At Shifa Prime General Trading FZE LLC ("Shifa Prime", "we", "us", or "our"), we hold our wellness, human performance, and personal grooming formulations to the highest standard of quality and manufacturing excellence. Because our products are ingestible or applied directly to the skin, we enforce strict health and safety protocols regarding returns.
By purchasing products through our e-commerce platform, you explicitly agree to the terms of this Return and Refund Policy.

1. THE 2-DAY INBOUND INSPECTION WINDOW
1.1. Mandatory Inspection: You are required to inspect your package immediately upon delivery by our regional fulfillment carrier (Aramex).
1.2. Reporting Window: Any claims for missing items, incorrect product variations, or external physical damage caused during transit must be reported to our customer operations team within two (2) business days from the physical delivery date. Claims made after this strict 2-day window will not be eligible for review, return, or compensation.

2. RETURN ELIGIBILITY & HEALTH SAFETY RESTRICTIONS
2.1. Sealed and Unused Only: Due to strict UAE public health, safety, and hygiene regulations regarding dietary supplements and personal care items, we cannot accept returns on items that have been opened, unsealed, sampled, or broken out of their primary packaging.
2.2. Condition Requirements: To qualify for a voluntary return within your 2-day window, your item must be:
Completely unused, unopened, and in the exact condition you received it.
In its original, undamaged product box, stand-up pouch, or container.
In possession of all original factory heat-seals, tamper-evident neck bands, and labels intact.
Accompanied by the original digital invoice, receipt, or proof of purchase.

3. DEFECTIVE, CONTAMINATED, OR DAMAGED GOODS
3.1. Manufacturing Defect Claims: If you receive a product with a verified manufacturing flaw or latent defect (such as an internal seal compromise, discoloration, unusual texture, or a verified batch cross-contamination issue that could not be seen from the outside), Shifa Prime will absorb full responsibility.
3.2. Resolution Process: For verified factory or transit defects reported within the mandatory 2-day window, Shifa Prime will, at its sole discretion, issue:
A brand-new replacement product shipped to your location at zero additional cost to you, OR
A full refund applied directly to your original payment gateway method.

4. HOW TO INITIATE A RETURN OR CLAIM
To initiate a return or report transit damage, please follow our streamlined internal operations framework:
1. Contact Support: Email our digital operations desk at ⁠support@shifaprime.com⁠ with your full name, Order Number, and a brief explanation of the issue.
2. Provide Visual Evidence: For all claims involving transit damage, incorrect items, or manufacturing flaws, you must attach clear, high-resolution photographs or video clips showing the shipping label, the outer box, and the condition of the specific item/seal.
3. Review Protocol: Our quality assurance team will evaluate your submission within 48 business hours. If approved, we will issue a formal Return Merchandise Authorization (RMA) and coordinate logistics.

5. RETURN SHIPPING & PICKUP LOGISTICS
5.1. Errors and Faults: If the return is due to an internal Shifa Prime fulfillment error (e.g., wrong variant shipped) or a verified manufacturing defect, we will organize a free pickup via Aramex. You will incur zero return freight charges.
5.2. Change of Mind: If you are returning an eligible, fully sealed, and pristine item due to a change of mind or accidental ordering, you will carry the full operational cost of return shipping. A standard courier retrieval fee (typically 20 to 30 AED within the UAE) will be deducted from your final refund amount to cover logistics.

6. PROCESSING AND REFUNDS MATRIX
6.1. Warehouse Evaluation: Once your returned item arrives at our central fulfillment facility, it will undergo a physical evaluation by our inventory manager to confirm the factory seals are unbroken.
6.2. Approval Notification: We will notify you via email regarding the approval or rejection of your refund based on the item’s condition.
6.3. Refund Timelines: Approved refunds will be processed back to the original credit/debit card gateway used during checkout. Please note that standard banking clear times apply:
Credit/Debit Card Purchases: Refunds typically reflect in your account within 7 to 14 business days, depending entirely on your financial institution's processing cycles.
Cash on Delivery (COD) / Alternative Methods: If localized COD options are utilized, refunds will be issued via store credit vouchers or via direct bank transfer to a UAE bank account matching the name on the order profile.

7. NON-RETURNABLE AND EXCLUDED ITEMS
The following items are permanently excluded from our return framework and cannot be refunded under any circumstances unless a direct manufacturing fault is proven:
Sale items, promotional clearance bundles, or products purchased using limited-time corporate discount codes.
Individual components from a multi-product wellness/grooming bundle.
Products returned without a pre-approved RMA number from our support desk.
Items damaged due to improper storage conditions post-delivery (e.g., exposure to extreme heat, humidity, or direct sunlight within the UAE).

8. COMPLIANCE AND CORPORATE INQUIRIES
Shifa Prime reserves the right to modify or adjust this policy at any time to align with regional trade laws, municipal guidelines, or shifts in our multi-vertical logistics platforms.
For all support requests, product inquiries, or logistics clarifications, please reach out to our team:
Corporate Hub: Shifa Prime General Trading FZE LLC, Ajman Free Zone, Ajman, United Arab Emirates
Support Inquiries Desk: ⁠support@shifaprime.com⁠